I’m posting here because after sending 3 emails to Freeletics’ “support”, and waiting a month for any response - it looks like I won’t get any help from the company I actually paid for the product.
I bought the 6-in-1 bundle in early June 2026. Immediately received the activation email for the Freeletics app and activated.
Waited for the other 5 apps’ instructions to arrive - nothing.
Sent an email to support - received a “We have received your request and assigned the number (1068789) to it. We aim to respond within 7 business days, thank you for your patience.”
That was on June 8th.
No word from them since, and they completely ignored my 2nd and 3rd emails on this issue (which I sent after one week and two weeks apart - so I’ve been extremely patient, considering the fact I have not received the product I’ve paid for).
Going through this forum I saw a couple of similar experiences customers had in the past, and in some cases they were contacted by what I assume are Freeletics’ volunteers who seemed to be able to solve the issue via DM.
So, as a last resort before giving up and exercising ( ) my legal rights - I’m trying my luck here
Bought the Training Coach subscription a week ago, but app still says “Unlock full experience”, even after re-install. Support seems to be basically non-existent. That’s one way to loose customers.
@idil , @Ben and nickfreer are the only team members here who have even been active on the forum in the last week (https://forum.freeletics.com/g/FreeleticsTeam?order=last_seen_at), so yeah, doesn’t seem like they really care, probably because they got more than enough paying customers through their partnership with Decathlon.
Actually its worse than I thought. If you look at their profiles you can see only idil has even posted a reply recently, the other 2 haven’t posted anything since May or April. So its basically one person from Freeletics and it seems she replies to one post about once a week.
@gilad.nass and @fangtz I find it usually helps to comment on their recent social media posts. They can’t ignore that forever and it lets people know about the realities of how their support works. Good companies will reply and say to contact them, if they don’t, it means they don’t care or don’t have the right resources. Looking at their LinkedIn they have plenty of people in Marketing and it seems like lots of paid partnerships with fitness influencers. That means they are solely focused on gaining customers, but not on retention. That’s usually a sign they want to get bought at some point soon and that’s when you invest in marketing, but let go a lot of people in areas like support, so you appear more lean to investors.
Well, would you believe it, I just got a reply by email and all of a sudden the problem was solved. Especially now with social media you have some ways of making yourself heard if you are persistent enough. They don’t like having negative comments on their carefully curated social media posts. Sad that this is what it takes, because good marketing is what gets you customers, but good support is what keeps them around. Hopefully they will learn that..
) my legal rights - I’m trying my luck here 