momence.comReviews of momence.com

The software itself is good, nothing mind-blowing, as there are heaps of limitations. and there is no tier for unlimited messages. The phone numbers they provide do not match australia regulation since june 2026 either. the costumer service in australia is useless. Try and get a helping hand during business hours is impossible. and they do not have live tech support or zoom services. Their API system is as bad as the 2000 too. for the rest, it's okay. We did 4 new onboarding and each one of the omboaridng where done wrong.

I've been in the fitness industry for 10 years and have used several studio management platforms. Momence has good bones, but a recent experience exposed serious gaps in both software reliability and customer support — and this is not the first time I've encountered issues with the platform. On the positive side: at $250/month it's priced fairly for what it offers. The software is straightforward to learn, and once you know the backend it's easy to navigate. Class booking works well for my needs, and the custom intake questions are genuinely useful for segmenting a diverse client base. As a site plugin it looks clean — though it does redirect clients to an external booking page that feels inconsistent with the rest of the site experience. Where Momence fell short was in a critical moment. A payment capture failure caused transactions to appear successful at checkout while nothing was actually collected on the studio side — yet the charges appeared on my clients' end. A failure my staff had no way of detecting. I was sent around a support loop that lacked urgency and required multiple tickets just to reach the correct departments. The issue took over a week to resolve with no proactive communication. I was contacted by 10+ different support agents with no continuity — even after ticket consolidation. Once resolved, I was advised to re-approach my clients a week later to collect payment, with no explanation of what went wrong. When I submitted a documented damage claim, the billing team responded with a fixed offer, refused escalation, and closed the conversation. For a platform whose core function is processing payments, this fell significantly short. Studio owners evaluating software should factor in how a platform handles failures — not just how it performs when things work.

Support staff lack in-depth knowledge of the product, preferring to refer one immediately to out-of-date, or even no longer available, web pages. An escalation ability is needed.

Better off going with MindBody. The price is worth it. I signed up to use Momence for one month, and I had to reach out to support for three different issues. None of the issues have been solved by their support, and two of the issues were to do with payouts. Save yourself the trouble and avoid

The software is no doubt intelligent in ways, but there are some serious issues with it, customers losing credits, bank account connection issues (for example) and anytime you want to speak to someone to resolve these issues you go round in round in circles with multiple people over a chatbox. Speaking to one person, over the phone is not a possibility - this has cost us a fair bit of money Phone support is not available in the UK. Email takes days to get back to if at all (Feb 2025), conversations in-app have a day wait between every single response and you have to re open the ticket every time. Most of the time I figure out the issue myself about a week later (and hours of due diligence)

So frustrating to use as an end user. The links between sections don’t exist. For instance, If I try to sign up for a class, but need to pay for more credits, I have to go find the right page to buy credits. There should be a button on the page where I’m trying to sign up for classes that takes me to the page to buy credits. I am now trying to pay for more credits and I get a message that says I need to read the waiver and sign, but I have no idea where that is and there’s no button as part of the error message to take me there. (I’ve tried 5 locations and now I I need to go to work and haven’t bought the pack and haven’t signed up for the class. (SIGH!) In order to compare the price per unit for different packages, I have to open up each one and do the math myself to figure out which package to buy. It doesn’t seem to be possible to sign up for the same class every week for the next 10 weeks. I have to individually select the class for each date. I believe these are all simple fixes, which would make the system much friendlier.

really polished sales presentation but integration has been challenging (nearly 6 months in already and its still not working) their sales team that I met with seemed like passionate well spoken team members pitching a software that seemed legit on paper. But shortly after signing up its felt like a slow death by a thousand papercuts. They recently got rid of phone support completely so ur stuck dealing with overseas support whom which english isnt their primary language... so 9/10 times they cant actually help they just say they have have to have the engineers look at it ( 1 week delay on answering tickets) the straw that broke the camels back is our SMS doesn't even work on the account so we cant even text people. Like i said, tool seems promising and if they realize priority #1 has gotta be keeping your customers happy and supporting them with timely support and most importantly a bug free product then maybe theres hope

Momence has a lot of potential but is sadly hampered by a terrible attitude to it's customers and their needs. They only do what they think best and they are absolutely ignorant to the needs of the business. Basic functionality is wholly missing. Whoever heard of a booking system that does not allow you to edit, void or back date bookings? Or even process refunds? It apparently has good features for the customer but the back end for business management is incredibly limited. They are trying to force the business to use their payment method and their bookkeeping service. With the latter in mind they are deliberately hobbling the ability to do business bookkeeping properly by providing horribly inadequate reports. They really have no idea about paper trails and allow credit to simply be added and taken away from accounts without a corresponding transaction. They say that they are worried about the tax fraud implications of allowing the business to correct transactions (because of course it is much better to keep an incorrect transaction for reporting of tax liabilities to the government) and then completely contradict this utterly flawed understanding and allow credits to be added and used without this appearing in any report anywhere. I would urge businesses to stay well away from this software until the company actually starts to fix the basics and improves its attitude to its customer base.