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Whether you have a specific question or just want to let us know how we're doing, we love hearing from you!

You can email us seven days a week at support@aaptiv.com  

Or you can chat with us Monday-Friday by clicking on the chat box on Aaptiv.com

 

Email Hours of Operation:
Monday-Sunday: 8:00AM - 10:00PM (EST)

Live Chat Hours of Operation:
Monday-Friday: 10:00AM - 6:00PM (EST)

 

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Comments

26 comments
  • Am I correct to understand that when I run a workout from my Apple Watch Series 3 that while stats are synced with APple Health the history is not synced back to the Aaptiv app?

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  • Hi Neal! Your stats from your Apple Watch will not be synced back to the Aaptiv App. We hope to be able to incorporate this in the future, and we will be sure to let you know if we have an update on this! 

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  • Hello, I am DESPERATELY trying to get a hold of someone at Aaptiv/Skyfit regarding my account. I have sent numerous email but can’t see Where to chat. Could someone PLEASE PLEASE call me? I have submitted a ticket with my information. Thank you

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  • Hi Jodie- oh no! Apologies, I only see one email from you last night at 11pm EST. Someone is replying ASAP.

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  • I've emailed you guys numerous of times to cancel my subscription before my free trial was over and ya know what happened? You guys never cancelled my subscription and stole $60 from my account..

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  • Hi Fola- I apologize for any confusion! I do see that you are in contact with one of our agents. They are responding ASAP, and will be able to help you out with your account!

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  • I submitted a request to cancel/refund within the 30-day period but I have not heard back. It says there is a live chat option but I’m not able to locate it. Would someone be able to assist me with cancelling my account and getting the refund?

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  • Hi Erica - Apologies! I have responded to your email, and you should be all set!

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  • Hi, is it possible to download the ios app in Switzerland? It doesn’t seem to be available in the app store...

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  • Hi Julia! I'm sorry that you aren't able to use Aaptiv at this time. We’ll be sure to let you know when we expand to Switzerland. For updates on this, feel free to email us at support@aaptiv.com.

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  • I have sent two emails regarding my account and every time I call no one answers the phone. Every time I send an email directly through the website it doesn't go through and continuously is 'verifying'. I'm starting to think this is a scam. I will be filing a report with the BBB if no one responds to me in 24 hours.

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  • Hi Riley! I see that this was resolved through email. Feel free to reach back out to our support team if you have any other questions. We're happy to help!

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  • Hi Abby - thank you for your response!! I shot a note to that email address several times. It doesn’t work. I’ll do it again.

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  • Hi Rachel - I'm sorry about that! I'll send you a note directly that you can respond to.

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  • Can someone assist me in canceling my account. Customer Service is very poor! I have emailed and now called no definitive answer. Cancel account.

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  • Hi Ebone! I apologize for any confusion. I do see that you have been in contact with our support team and that your subscription has been canceled. Your account will expire on 1/8/19.

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  • Hi. I have been in contact via email but have had no response. I never wished to have a subscription but have been charged $145.50 to my account without my authorisation. Can you please get back to me as soon as possible to cancel the subscription and give me a refund. Kate Bradley

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  • Hi Kate! I see that one of our team members, Keilin, responded to your email. Feel free to respond there if you have any questions!

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  • I have emailed twice to cancel my account and have received no response. Please help to cancel.

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  • Hi I'm desperately trying to get hold of someone to cancel my account. Over £90 was taken from my account from Aaptiv after charging me for a subscription I am not using. There is no option to unsubscribe from your services on Apple. This was an unauthorised payment, I did not consent to this money being taken from my account- I have not used your services.
    Your phonelines do not work. Please could somebody get in contact with myself so this can be sorted out, I am currently communicating with my bank on the matter.
    Thanks.

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  • I wanted to try the app for a week but instead I’ve straight away been charged a $100. I would like to request you to please refund the money as I was not planning to buy the subscription.

    It’s really not fair when I clicked on purchase I wanted a 7-day trial and be able to cancel it if I wanted .

    I would be really glad if you are able to assist me with this.. I have left a voicemail and also sent an email regarding this. If you don’t refund me I will have to ask my credit card company to file a dispute case which they have agreed to do already.

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  • I signed up for one month of Aaptiv in Aug 2018. I liked the app and found a promo for $40 for a years subscription. I was charged $40 in addition to $14.99 in September, through March. I need to be refunded 7 months of charges to my credit card. I am waiting to hear from someone in customer service.

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  • I am desperately trying to get in contact with someone at Aaptiv regarding my “account” that I knew nothing about! I just found out that I’ve been charged for the past 3 months and don’t even know why?!! No one answers the phone when I call and I don’t see a chat box! I’ve emailed twice and no one is responding!!! What am I supposed to do?!! I’d like a full refund of the $44.97, but everyone is ignoring my requests and I’m getting extremely angry at this point!!!

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  • I just wanted to say, I was contacted by 2 different Aaptiv reps about my overpayment. I was refunded the total amount I overpaid. I am very satisfied with the customer service and will continue to use the app.

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  • Hello i’v sent many e-mails but no one solved my problem yet
    The problem is my account still inactive and I already paid and I received SMS from the bank i tried to restore purchase it is giving error if u need my account details i can send by e-mail

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  • I have sent several emails and have not received any assistance. I went on to the chat and they were not able to help me either. I was charged for a yearly fee back in October! I sent various emails requesting a cancellation and never received a reply. I did not sign up for this, I haven’t even been on to the app hoping that you guys could see I’m not using it and will finally cancel it! I really need someone to get back to me because I am still to this day unable to get a reply or a refund. This is so frustrating for me to have to wait for someone to help me. I am a veteran AND a student and was charged $99!!! If someone could please get back to me I would greatly appreciate it.

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