VASA Customer Care: Expert Guide to Getting Help, Fixing Billing, and Managing Your Membership

How to reach VASA customer care efficiently

VASA primarily handles member support through its online channels and at the front desk in each club. For most account, billing, and membership changes, you’ll get the fastest results by submitting a ticket through the support site or using the Member Portal. Expect a first-response time of roughly 1–2 business days for online tickets during normal volumes; complex billing corrections may take an additional 3–5 business days to post to your account once approved.

In-club teams can help with check-in issues, lost key tags, day passes, and many membership updates. However, for sensitive items like cancelations, freezes, or disputed charges, VASA commonly directs members to complete the process in the Member Portal or via the support site to ensure identity verification and a clear audit trail. Always keep the automated confirmation email or ticket number you receive—this is your proof of request date for any time-bound policies.

• Member Portal (account, billing, cancel/freeze, updates): https://my.vasafitness.com — Use the email tied to your membership; have your barcode/member ID ready.
• Support Center (tickets, FAQs, live updates): https://support.vasafitness.com — Submit a request for billing disputes, charge errors, or account merges; save the ticket ID.
• Club front desk (immediate access issues, replacements, local policies): Visit your home club; bring a government-issued photo ID. Day-pass and guest policies vary by club and state.
• Class booking and check-in barcode (mobile app): Search “VASA Fitness” in the iOS App Store or Google Play. Ensure the app email matches your Member Portal email to sync passes and bookings.

Billing, fees, and renewal timing: what to expect

VASA bills monthly dues automatically to the card or bank account you placed on file. Your bill date is typically anchored to your join date (for example, join on the 12th, draft on the 12th each month). If a draft fails, most processors auto-retry within a short window (often 3 attempts over 7–10 calendar days). Keep your payment method current in the Member Portal to avoid late fees or access interruptions. If your account becomes delinquent for more than 30 days, access can be suspended until the balance is cleared.

Many memberships include an annual or rate-guarantee fee that ranges by location and plan, commonly in the $39–$59 range, billed once per year. You’ll usually see this assessed 45–60 days after your join date (and annually thereafter). Freezes are generally available at a reduced rate—commonly around $10 per month—typically for up to 1–3 consecutive months within a 12‑month period; when frozen, you won’t have club access, but you’ll keep your rate and avoid re-enrollment fees. Always check your specific agreement for fee amounts and limits, as state laws and local club policies can differ.

If VASA adjusts pricing, members are usually notified by email at least 30 days in advance. Watch for subject lines referencing “rate change,” “annual fee,” or “policy update.” To avoid surprises, review e-statements in https://my.vasafitness.com and verify the draft amount 24–48 hours before your bill date. If something looks off, open a ticket at https://support.vasafitness.com before the draft runs; it’s easier to prevent an incorrect charge than to reverse one later.

Canceling your membership correctly (and avoiding extra drafts)

VASA memberships are commonly month-to-month but require written notice to cancel—phone calls typically won’t process a cancellation. The standard window is a 30‑day notice from the date your cancellation request is submitted through the Member Portal or completed in club. Because drafts are tied to calendar dates, you may see one final monthly draft during the notice period. Keep your confirmation email or ticket ID; it’s your proof of the effective date.

Add-ons like personal training, studio classes, or supplements may have separate agreements and cancellation terms. If you enrolled in a promotional or prepay plan, read those terms in your original agreement for any minimum commitment period. Most states allow penalty-free cancellation for moves (commonly 25+ miles from any VASA location) or medical reasons with documentation; upload proof with your support ticket to speed approval.

• Step 1: Log in at https://my.vasafitness.com and locate “Membership” or “Manage Plan,” then choose “Cancel” (or request at the front desk). Confirm the notice period shown on-screen.
• Step 2: Save the on-screen confirmation and the automated email with your cancellation or ticket number and the “effective” date. Screenshot both.
• Step 3: Monitor upcoming drafts. If a final prorated or full draft is scheduled within the 30-day notice, verify it matches your agreement. If not, open a ticket at https://support.vasafitness.com and reference your confirmation number.
• Step 4: If you used a key tag, return it when your access ends. If you were on a freeze, confirm that the system shows cancellation rather than a freeze extension.

App, check-in, and access issues

The VASA Fitness app stores your digital check-in barcode, lets you book classes (including premium studio formats where available), and provides quick links to your account. If your barcode does not scan, turn screen brightness to maximum and remove privacy screen protectors. If you lost your physical key tag, most clubs can issue a replacement for a small fee (commonly $5–$10); bring a government ID to the front desk to verify your account.

For login problems, use the “Forgot Password” flow on https://my.vasafitness.com. If you don’t receive the reset email within 5 minutes, check spam and confirm you’re using the exact email on file with your membership. If you created duplicate accounts with different emails, submit a merge request at https://support.vasafitness.com with both emails and your home club so Member Support can unify the profiles.

Guest and day-pass access varies by location and time of day. Many clubs offer same-day guest passes for adults with a valid ID, and some require guests to arrive with the member. Expect to complete a liability waiver on-site. Day-pass pricing is market-dependent and commonly falls between $10 and $15 per visit; ask your home club for exact pricing and blackout times for guest access during peak hours.

Disputes, escalations, and protecting your rights

If a billing or account issue isn’t resolved after the initial response, reply directly to the existing support ticket and request an escalation. Include your ticket number, the date of the original request, and any evidence (screenshots of the portal, bank statements showing post dates and amounts, or physician/move documentation). Escalations usually receive a follow-up within 2–3 business days, depending on volume.

For card disputes, contact Member Support before initiating a chargeback with your bank; valid chargebacks can take 45–90 days to resolve and may result in temporary access suspension while the dispute is open. If you do file a dispute, share the bank’s case number in your VASA ticket so the team can coordinate documentation and reduce processing time.

If you need to send a formal written notice (for example, when required by your specific agreement), mail it to the address listed in your original contract or on your home club’s page at https://vasafitness.com. Use USPS Certified Mail with Return Receipt and keep copies of everything for at least 24 months. This documentation can be critical if you later need to prove timelines for a cancellation or freeze.

Privacy, data, and marketing preferences

You can review VASA’s privacy practices and submit data requests (access, deletion, or correction, subject to applicable law) via the privacy links on https://vasafitness.com. If you live in a state with comprehensive privacy laws (for example, CA, CO, CT, or VA), you can typically expect a response within 45 days of a verified request, with a possible 45-day extension for complex cases. Be prepared to verify your identity with details like your member ID, last successful draft date, and home club.

To stop marketing texts, reply STOP to the message thread; for emails, click the unsubscribe link at the bottom of any message. Operational emails about billing or account changes may still be sent as required to administer your membership. For phone number or email changes, update your contact info in https://my.vasafitness.com to ensure you continue receiving important account notices and renewal reminders.

Why did VASA charge me $50?

Why is my bill higher than previous months? Here are a few reasons why your bill could have increased. You can always view your membership balance right inside the VASA app as well! Rate Guarantee Fee: This $49.99 Rate Guarantee Fee locks your monthly rate for the duration of your membership.

Is Vasa Fitness hard to cancel?

Our members have the option of canceling their VASA Fitness membership at any time with a 30 day notice, but our month-to-month gym memberships are non-transferable.

Does VASA give refunds?

Upon receipt of your purchased item(s) we will issue a refund to your credit card for the purchase price, (less shipping charges, and a “restocking fee” equivalent to up to 15% of the merchandise price paid, and/or any damage charges.)

How do I contact Vasa Fitness corporate office?

Vasa Fitness Company Information

1. Phone Number. 801.765.4653.
2. Corporate Office Address. 1259 South 800 East. Orem, 84097.
3. Website. vasafitness.com.