Family Plan Removal Impossible – Only Getting AI Replies, No Human Help

Orders & Subscription
1

Hi WHOOP community,

I’m Manuele, writing on behalf of myself and Marina.

The situation (Day 3 of membership, still within the 30-day window)

  • We accidentally activated a Family Plan when we joined three days ago.

  • We want to cancel the Family Plan, restore my individual Peak membership, and return Marina to her free-trial plan.

  • On Marina’s dashboard—mobile and browser—there is no button or link to remove me from the plan, even though the Help Center says one should be there.

What we’ve tried

  1. Followed every Help Center step (screenshots attached in our emails).

  2. Sent multiple emails to Support.

  3. Each time we only get an AI auto-reply asking what else we need, even though we’ve already explained everything.

  4. If we respond to that AI email, the conversation dies—no further assistance or human follow-up.

What we need

  • Real human support to remove my profile from Marina’s Family Plan and roll us back to our original plans before the 30-day period expires.

If anyone has solved this or if a moderator can escalate it, we’d be grateful. We don’t want to be billed for something we never intended to keep.

Thanks for any help!

— Manuele

1 Like
2

Hey Manuele - thanks for the post. First off, big WHOOP welcome to you & Marina!

Very sorry for the inconvenience the two of you have encountered here, I know how frustrating that can be. Good news is, I’ve tracked down your support cases here on the backend - and I’m escalating this note to a dedicated specialist team who will follow up with you soon to get everything taken care of.

Please be on the lookout for an update for both you & Marina. Thanks very much for your patience and don’t hesitate to post or check out https://support.whoop.com/ if you have any other questions!

Cheers,
Ev

1 Like
3

We have had the same issue!! Has been so frustrating as my husband and I have been happy and loyal Whoop users for years and the support responses have, candidly, been infuriating. Any help you can give on this issue would be amazing!

4

Hey there HonderKat - thanks for the comment, and my apologies for the trouble you’ve encountered. I get how frustrating that can be.

I just took a look on the backend and see that this afternoon a member of our team confirmed a solution on your case. Can you please take a look at things on your end to make sure you’re squared away and let me know if anything is still causing trouble so I can escalate that for you ASAP?

Hoping that did the trick and you can get on with enjoying WHOOP and enjoying your weekend. Cheers!

-Ev

5

Thanks, Ev! Still having problems with the AI support responses. The family plan was canceled (good!) but now having trouble getting the correct payment terms and plans reinstated. Any advice on how to circumvent an AI response and get to a human? I don’t think it’s hard fix but the AI is not understanding the situation. Thanks for checking in and thanks for your help!

6

Hey @HonderKat - sorry about that, I just flagged your case here to our dedicated specialist team so that someone can follow up with you individually. Please keep an eye out on your email and we’ll get this taken care of!

-Ev

7

I am having the same problem! I have asked AI 4 times to talk to a human. They keep saying to do things that are not an option. My husband and I just want to go back to the individual plans we had before!

8

We have had the same issue! Could you please help me? We have free trial and I accidently change my individual plan to the family plan and I want to cancel it. But I can’t remove my wife from this plan in the app or website, also I can’t return my plan to the individual