Posting this partly to get help, partly as a warning, because I don’t think most members know this behaviour exists.
What happened:
3 Sep — my Peak membership auto-renewed ($239).
4 Sep — I received a new WHOOP MG that came with 12 months of Life. Before doing anything, I asked WHOOP Coach how to proceed, since I now had a redundant Peak charge.
Coach told me to activate the MG immediately, under the heading “Activating your MG (without breaking your account or data),” and said in plain terms: “Activate MG now (no risk to your data or memberships).” When I asked whether to activate now and sort billing afterwards, it replied: “Got it — that’s the right move.” It then wrote the message for me to send Membership Services, telling me to ask them to refund or adjust the Peak renewal, and added: “You can safely keep using MG and Life while they sort billing; nothing you do with the device will interfere with how they apply that credit.”
I paired the MG. WHOOP’s system accepted it and emailed me: “successfully paired and includes 12 months of WHOOP Life,” renewal date June 2028. So the Life entitlement was real and recognised.
I then sent support the message Coach had drafted. They refunded the Peak charge — correctly. But the refund also deleted my entire membership, including the 12 months of Life, which was never refunded. The app has said MEMBERSHIP EXPIRED ever since, on a device I’d owned for one day.
The part I want other members to know:
Support later confirmed in writing that refunding an annual membership charge “automatically cancels the associated account.” This is apparently automatic and, from what six agents have told me, not reversible from their side. Nobody warned me — not Coach, not the agent who processed it.
So: if you have an annual membership and are thinking of asking for a refund of any part of it, be aware that it may take your whole membership with it, including entitlements you paid for separately.
Where I am now:
Six agents over four days. Each declines on the same ground — that the Peak charge was refunded — which doesn’t address the separate Life entitlement. Nobody has engaged with the Coach transcript, and my request for supervisor review hasn’t been acknowledged. The remedy offered is to buy a membership again, which would be a third payment.
My data is intact, which support has confirmed, so that’s not the issue. I’d just like the 12 months restored.
I’ve seen several similar threads here — members whose membership vanished after activating a new device — mostly unanswered. If a moderator can point me to anyone who can authorise an exception, I’d appreciate it. Case 08279489.
Happy to share the screenshots.