I wanted to share my experience with WHOOP support regarding the Peak plan, because I think there’s a major lack of transparency in how it’s presented on the website. Hopefully this post will help other members avoid the same situation I’ve run into.
I started on a free trial, then converted to a Peak membership. Based on WHOOP’s site, Peak membership is clearly advertised as including:
A SuperKnit band
A wireless PowerPack charger
However, after converting from the trial, I only have the basic wired charger and the Jet Black CoreKnit band. When I reached out to support, I expected this to be corrected. Instead, I received the following response (Inquiry #04657696):
“Because trials already include the WHOOP 5.0 sensor, the conversion to a paid Peak plan simply unlocks the Peak software features and keeps the original kit you received (sensor, Jet Black CoreKnit band, and wired Basic Charger). The Wireless PowerPack and Obsidian SuperKnit band only ship with Peak memberships that are purchased outright at the start. They’re not automatically provided after a trial conversion, and there isn’t a free-of-charge option to add them afterward.”
It’s very clear this was an AI-generated support reply polished but impersonal, repeating the same script, and ultimately avoiding the issue: the marketing makes Peak look like a full upgrade experience (hardware + software), when in reality a trial conversion only unlocks software features.
That’s not how it’s communicated on the website, and I feel I’ve essentially paid for a “software-only” version of Peak while missing the hardware accessories that are shown as part of the plan.
WHOOP should really:
Fix the wording on the site so it’s absolutely clear that trial conversions don’t include the SuperKnit band and wireless PowerPack.
Make good with existing members who upgraded under this confusing setup by providing the advertised accessories.
Has anyone else here had the same experience with a trial conversion? Would love to hear how it was handled for you.
Its not clear on the website and it is unfair, im in the same situation and will be returning after my trial, i was on the fence about getting one because i think the subscription is just not worth it and if another brand manages to come out with something on par without subscription, Whoop will fail. On top of that the customer service from whoop is diabolical, but it’s a shame as I actually really like it just can’t justify it.
I have the same problem. I just received it and realised it comes with a wired charger and a poorer quality strap. It is crazy that they will not give you proper hardware and accessories, considering how expensive the subscription is! I will be definitely returning it.
At the same point now, where I wanted to take up the Peak membership and wanted the wireless charger. Band I am fine with, but will now cancel the trail, send it back and reorder
Ok I had the same issue and was super annoyed when I found out I was supposed to get 100 dollars more in hardware, but I called customer support and they actually are sending me both products free of charge. So maybe whoop has changed since you had this issue.
Same situation here. I started with the free Peak trial and then, because I genuinely liked WHOOP, converted to the annual Peak membership for €264.
I only realized afterwards that I would keep the trial hardware: pre-owned WHOOP 5.0, wired Basic Charger and the CoreKnit band. While someone who starts the exact same €264 Peak membership directly receives a NEW Whoop 5.0 the Wireless PowerPack and SuperKnit band.
I contacted WHOOP Support (#08477714) and received essentially the same explanation as you: because my membership was treated as a “12-Month Extension” after the trial, no additional hardware would be shipped.
What makes this even more frustrating is that my pre-owned WHOOP 5.0 currently only lasts around around 9 days on a full charge, while WHOOP advertises much longer battery life for WHOOP 5.0.
I actually really like the product. I even recommended WHOOP to my girlfriend, who then signed up for WHOOP Life. So this is not coming from someone who simply dislikes WHOOP. Quite the opposite.
What I find difficult to accept is that two customers can pay the same €264 annual Peak price but receive different hardware packages simply because one customer used the free trial first.
And I just saw the comment saying that WHOOP Support sent both the Wireless PowerPack and SuperKnit band free of charge in the same situation.
That makes me even more confused about why the policy seems to be handled differently depending on which customer contacts support.
I really hope WHOOP takes another look at this and finds a consistent and fair solution for customers who converted from the trial without being clearly informed about this difference beforehand.
If WHOOP resolves this for me, I’ll gladly update this post.