Tonal is a smart home gym that offers thousands of live and on-demand workout classes with personalized coaching and progress tracking. You pay for a monthly membership, which costs about $60 and requires a one-year commitment at the start. This membership gives you access to all the workouts, training programs, and features like custom workouts and dynamic weight modes. After the first year, you can cancel or pause your membership anytime, but without it, you lose access to the training library and personalization features, although you can still use the basic gym functions.
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Cancelling a Tonal membership requires contacting Customer Care at least 1 to 30 days before the desired cancellation date. The process is straightforward but somewhat restrictive with the initial 12-month commitment and the need to call or use the account interface, making it moderately easy but not the simplest process.
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How to Cancel Tonal: Step by Step
If you purchased through Tonal.com:
- Log in to your Tonal Account on the website.
- Navigate to the Membership section within your account settings.
- Select the option to Cancel Membership.
- Follow the prompts to confirm your cancellation.
- Alternatively, if you prefer to speak with someone, call (855) 698-6625 to reach Tonal's customer support.
If you purchased through Apple:
- Open the Settings app on your device.
- Tap on your name at the top of the screen.
- Select Subscriptions.
- Find and tap on Tonal in the list of subscriptions.
- Select Cancel Subscription.
If you purchased through Google Play:
- Open the Google Play Store app.
- Tap the menu icon (three horizontal lines) in the upper-left corner.
- Go to Subscriptions.
- Select Tonal from the list.
- Tap on Cancel Subscription and follow the prompts.
Tips & Tricks for Canceling Tonal
- Always call Tonal customer service to cancel; email or app cancellation is generally ineffective or unavailable.
- Be prepared for a lengthy call, often over 15 minutes, which includes talking to at least two representatives.
- Expect offers to pause your subscription for 3 to 6 months or discounted rates as retention tactics before final cancellation.
- Use precise timing: wait until the 12-month mandatory membership period is over, as cancellation prior might be refused or complicated.
- Clearly state your intention to cancel outright and firmly decline retention offers if you want immediate cancellation.
- Mention low usage or dissatisfaction as reasons to strengthen your case for canceling without extra fees or delays.
- Escalate if needed: if initial reps are unhelpful, insist on speaking to a supervisor or higher-level manager.
- Keep a record of call times and representative names for reference if future disputes arise.
- Cancel during business hours to ensure you reach live support; automated or after-hours attempts may stall cancellation.
- After cancellation, expect prompts on your machine encouraging renewal, which can be ignored or postponed.
- Know that without subscription, the Tonal device limits functionality to basic free weight use.
- Provide feedback about desired tiered or a la carte subscriptions as some reps mention these are being explored to improve customer retention.
Tonal Customer Service Info
If you need assistance, here's how you can get in touch with Tonal's support team.
Cancel Tonal Script
Script
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Hello Tonal Team,
I hope this message finds you well. I am writing to request the cancellation of my subscription. After careful consideration, I have decided that I need to pause my membership at this time due to financial constraints. I have fulfilled my 12-month commitment and appreciate your support in processing this cancellation promptly. Thank you for your assistance!
Best regards,
Frequently Asked Questions
Tonal requires an initial 12-month membership commitment after installation. After this period, memberships switch to a month-to-month basis and can be canceled or paused at any time by contacting support or through the user's account. Canceling after the initial term results in losing access to personalized features and the workout library while retaining basic features.
To cancel your Tonal subscription, you generally need to submit a request to their team or call their support. This process requires access to your account, which means you will need your password to log in for cancellation through the app or website. If you have forgotten your password, you can reset it at this link: https://knowledge.tonal.com/s/login/ForgotPassword?. If you prefer, you can also contact Tonal Customer Care directly for assistance with cancellation.
- Price hike making the subscription cost unjustifiable.
- Low usage of the workout features.
- Preference for free weights instead of digital subscription workouts.
- Lack of interest in the classes provided by Tonal.
- Availability of alternative free workouts on YouTube, health insurance, or streaming services.
- Desire for tiered or a la carte subscription options which Tonal currently does not offer.
- Many customers report not being clearly informed that the Tonal device loses significant functionality without an active subscription.
- Deceptive marketing or lack of disclosure about the mandatory subscription and its impact.
- Cancellation leads to many features like custom workouts, coaching, memory of weight settings, and safe usage instructions being disabled.
- Frustration with the mandatory monthly fee after an initial 12-month commitment period.
- Concerns about safety features being disabled when subscription is canceled.
- Perceived false advertising or unfair subscription models leading some to consider legal action.
- Machine functionality is limited or remotely disabled when subscription is canceled.
- Customers want better communication and clearer notification about subscription fees and cancellation impacts.
Tonal requires a 12-month initial commitment for their membership, meaning you cannot cancel your subscription during this period without losing access or potentially facing fees. After this 12-month term, the membership switches to a month-to-month plan, which you can cancel or pause anytime without penalty. The key landmine to be aware of is the mandatory year-long lock-in before you gain flexibility in canceling your subscription.
Before cancelling your Tonal subscription, know that if you cancel after the initial 12-month commitment, you will lose access to Tonal's intelligence and personalization features, as well as the extensive workout library. You will still retain basic features such as Basic Lift with adjustable weight, safety features, and receiving software updates. The membership includes access to thousands of live and on-demand classes, multi-week expert programs, custom workout tracking, a spotter for safety, personalized coaching cues, and advanced training techniques like dynamic weight modes. Cancellation can be done through your Tonal account or support after the first year commitment, and note that only one active membership is allowed per Tonal device at a time.
- Name and account details associated with your Tonal membership
- Membership fulfillment status (confirmation that you have completed the initial 12-month commitment)
- Contact Tonal’s customer service (either by phone at 855-MY-TONAL or via their website)
- Date you wish to end your subscription
- Written cancellation request (if mailing, include full name, address, and signature)
- Cancellation notice period as per your contract or Tonal’s General Terms and Conditions
- Return or stop direct debit authorization (ask Tonal to terminate direct debit if used)
- Account deletion request if you want all data removed (can be done in app: Profile > Help > Delete Account)
- Order number and installation date (if canceling an upcoming order/install)
- Tonal support contact details: Tonal, Attn: Customer Service, 617 Bryant Street, CA 94107 San Francisco, USA
We've actually written a step by step guide on how to get a refund from Tonal. Check it out!
The Easiest Way to Cancel Tonal
If you’re frustrated trying to cancel your subscription, membership, or bill from Tonal—or if you didn’t even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or email account, and we’ll take care of the rest.
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Editorial Note: These articles reflect the opinions of Chargeback's writers. Everyone's situation is unique; therefore, it is important to conduct your own research and note that our self-help tools are not guaranteed to help with any specific problem.
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