Les Mills customer service — expert guide for members, instructors and clubs

Overview and context

Les Mills is a global fitness provider founded in 1968 and headquartered in Auckland, New Zealand. The company operates internationally with flagship group fitness programs such as BODYPUMP, BODYCOMBAT, RPM, BODYBALANCE and GRIT, and also provides a digital streaming service (Les Mills+ / Les Mills On Demand). Because Les Mills serves three distinct customer groups — individual subscribers, certified instructors, and partner clubs/studios — its customer service needs and processes differ by audience and by product line (digital subscription vs. licensing and instructor education).

An effective approach to Les Mills customer service requires understanding these product feeds and release cycles: Les Mills issues new choreography and music “releases” on a quarterly schedule (4 releases per year), and instructor certification, licensing and equipment orders are tied to those release windows. That cadence drives customer touchpoints, typical peak support periods and the kind of documentation customers will request when they contact support.

Primary contact channels and where to start

The authoritative entry point for most issues is the Les Mills website and support portal. Official resources include the corporate site (lesmills.com) and the customer help center (support.lesmills.com). For digital subscribers, the fastest route is the in-app Help or the Les Mills+ account page under “Manage Subscription.” For clubs and licensees, the Les Mills partner portal and your assigned account manager are the correct first contacts.

Typical channel hierarchy: 1) self-help at support.lesmills.com (FAQs, billing & technical guides); 2) submit a support ticket via the portal or in-app form; 3) direct contact with your local Les Mills country office or assigned account manager for complex commercial issues. If you are a club seeking B2B services (program licensing, choreography packages, or instructor training dates) use the partner pathways on lesmills.com to ensure SLA coverage and contractual records.

What to include in a support request (packaged checklist)

• Account and subscription details: email used for the account, subscription type (Les Mills+, single-class pass, club license), date of purchase and last 4 digits of the card used.
• Clear problem statement: error messages (exact text), device/OS/browser (e.g., iOS 17 on iPhone 12), app version number, and a step-by-step reproduction sequence.
• Attachments and evidence: screenshots, short video (under 60 seconds) showing the issue, invoice or purchase receipt (PDF), and class/session IDs where relevant (instructor release number or date).

Common issues and exact, practical resolutions

Billing and subscription problems (wrong charge, duplicate billing, failed cancellation) are among the most frequent customer contacts. Practical steps: check your account billing history in-app, gather receipts and transaction IDs, then open a ticket via support.lesmills.com including the transaction ID and the precise refund or correction requested. Expect an initial acknowledgement within 24–72 hours; many straightforward billing queries are resolved within 5–10 business days once documentation is supplied.

Technical playback and streaming issues (buffering, DRM errors, sync problems in studios) are resolved faster if you provide OS/app version and network diagnostics (ISP, upload/download speeds). For club AV integration problems (microphone sync, screen mirroring), include venue equipment specs, HDMI/AV switches in use, and exact release number so Les Mills technical support can reproduce and advise an AV fix or firmware setting.

Support for instructors and club owners — licensing, training and escalation

Instructor and club support differs from consumer support: these are contract and compliance conversations. Instructor certification bookings, revalidation and release packs are administered through the Les Mills education portal. If you represent a club, maintain a written account manager relationship and a ticket history for licensing, equipment orders and instructor lists. Contracts often include SLA terms — for urgent choreography or licensing mistakes, escalate through your account manager and include contract reference numbers.

• Escalation matrix for clubs: 1) Support portal ticket with subject prefix CLUB/URGENT + contract number; 2) Reach your account manager (email or phone provided in your partner agreement); 3) If unresolved in 72 hours, request formal escalation and provide a remediation deadline tied to specific release dates.
• Typical costs to plan: instructor workshops commonly range by market and program; budget planning should assume per-instructor workshop fees plus equipment and licensing. Confirm current local prices on lesmills.com or with your country office.

Timelines, expectations and best-practice follow-up

Set realistic timelines: initial support acknowledgement within 24–72 hours is reasonable; resolution timelines depend on complexity — billing refunds often within 5–10 business days while contract/licensing matters may require 7–30 days due to legal review. For time-sensitive matters (missed choreography release or studio material delivery ahead of weekend programming), mark the ticket urgent and include the release date to prioritize triage.

Document every interaction: keep ticket numbers, names of support agents and timestamps. If you must escalate, provide a concise executive summary at the top of the new ticket referencing prior ticket numbers and the exact business impact (e.g., “Class cancellation for 120 members on 2025-09-06 unless BODYPUMP release provided”). That level of specificity drives faster, accountable responses from a global provider like Les Mills.

How do I cancel Les Mills training?

How do I cancel my subscription?

1. Click here to sign into your account.
2. At the top right corner of the page, hover over your profile bubble then select MY ACCOUNT in the drop-down menu.
3. In the Subscription Details section, select CANCEL SUBSCRIPTION.

How much do Les Mills instructors get paid?

Base pay range
The minimum salary is £29K and the max salary is £41K. If an employer includes a salary or salary range on their job, we display it as “Employer provided”.

Can I put my Les Mills membership on hold?

Check your membership agreement to see what Pause benefit you might have and the conditions that apply to it. Click here to see steps for how to place your membership on Pause using the Member Portal. Something to note: when you Pause it does not reduce your Minimum Period, which is extended by your Pause period.

How many times a week should you do Les Mills BODYPUMP?

two to three classes a week
How often should I do a BODYPUMP class? BODYPUMP will really challenge all of your major muscle groups so we recommend you do no more than two to three classes a week, and make sure you have a day off in between. Add two to three cardio classes into the mix and you’ll shape and tone your body in no time.

Can I cancel gym membership online?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Yes, you may be able to cancel your gym membership online, especially due to the FTC’s “click-to-cancel” rule, which requires gyms to offer a cancellation process as easy as their sign-up process. However, this depends on the gym’s policies and your membership type, so you should check your contract and verify with your specific gym for the most accurate cancellation options.  Steps to Cancel Online

1. 1. Check your membership agreement: Read the section on cancellations in your contract to find out the specific requirements and procedures for your gym. 
2. 2. Visit your gym’s website or app: Look for an online portal or mobile app where you can manage your account. 
3. 3. Find your account management or profile section: Log in and navigate to where you can update your information, manage your membership, or cancel the service. 
4. 4. Follow the prompts to cancel: If your gym offers an online cancellation option, you should be able to select the “cancel” button and complete the request. 
5. 5. Contact your gym if you can’t find the option: If you don’t see an online cancellation option, contact the club directly to inquire about their cancellation policy or to see if you can transfer your home club to a location that allows online cancellations, as some users have reported finding this option. 

Important Considerations

• The FTC click-to-cancel rule: This rule, which went into effect in late 2024, requires businesses to provide cancellation methods that are as easy to use as the sign-up process. 
• Gym-specific policies: Some gyms may have specific requirements, such as needing to send a written notice via mail or deliver it in person, though the new rule aims to make this easier. 
• Balance on your account: Make sure your account is clear of any outstanding fees, as this can sometimes prevent you from canceling online. 

AI responses may include mistakes. Learn moreCancel your Planet Fitness membership online – RedditAug 31, 2023 — This is what I did and took me 5 min to cancel the membership. Go to your online account where you can update your add…Reddit · r/PlanetFitnessMembersHow to Cancel Membership : r/PlanetFitnessMembers – RedditNov 18, 2023 — Is because either 1) you did not send a letter or try to cancel at your home gym (gym you initially signed up to). 2) Reddit(function(){
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How do I cancel my membership at Les Mills?

You can cancel your LES MILLS+ subscription at any time in the My LES MILLS+ Subscriptions section of My Account. You will need to visit the login page to be able to access My Account. Select ‘My Subscriptions’ in the drop-down under ‘My Account’ at the top of the page.