Whoop Faces Backlash Over Confusing Upgrade Policy for Whoop 5.0
Whoop's new upgrade policy for the Whoop 5.0 fitness tracker sparks criticism from customers over inconsistent messaging and subscription terms.
Whoop Faces Backlash Over Confusing Upgrade Policy for Whoop 5.0
The launch of Whoop 5.0 has stirred more frustration than fanfare, as customers expressed outrage over a muddled and inconsistent upgrade policy.
Earlier this week, Whoop revealed its latest fitness tracker model, initially offering users two options: extend their subscription by 12 months or pay a one-time upgrade fee — $49 for the standard version and $79 for the one with EKG sensors.
This sparked immediate backlash from loyal members, especially since the company’s long-standing promise was clear — free hardware upgrades for users with at least six months of membership. That’s been a major selling point for Whoop’s premium-priced subscription model, which ranges between $199 and $359 annually.
After the uproar, Whoop backtracked — partially.
Updated Upgrade Policy
Whoop clarified its stance in a Reddit post, announcing that users with more than 12 months remaining on their subscription now qualify for a free upgrade to Whoop 5.0. For those who already paid the fee, a refund is being offered. Additionally, users with less than 12 months can still get the upgrade if they extend their subscription — at no extra cost.
While the company claimed it “heard your feedback,” it also admitted a blog post error was to blame for the misunderstanding:
“We also want to acknowledge that a previous blog article incorrectly stated that anyone who had been a member for just 6 months would receive a free upgrade. This was never our policy and should never have been posted.”
Mixed Community Reactions
The Whoop subreddit has seen a wave of mixed reactions. One moderator called the update a “win for the community,” while others questioned the company’s integrity.
“You don’t publish a policy by accident and keep it up for years. Removing it after backlash doesn’t erase the fact that it is real,” said one frustrated user.
There’s also dissatisfaction from users with 11 months remaining on their plans — they’re just shy of the free upgrade threshold and feel penalized.
Bigger Picture: Subscription Shift
Whoop appears to be shifting its business model from shorter subscription plans (monthly or 6-month) to only 12- and 24-month options, possibly to boost retention and revenue. But as the backlash shows, the transition wasn’t handled as transparently as many expected.
🧠 Takeaway: While the hardware upgrade offer has improved, Whoop’s misstep lies in its poor communication and policy inconsistency — lessons any tech subscription brand should take seriously.
📣 Bonus: Whoop will also be exhibiting at TechCrunch Sessions: AI in Berkeley, CA on June 5, a great chance for curious minds to see what’s next in AI-powered fitness tech.