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SHAH ALAM - Fitness booking platform ClassPass Malaysia says outstanding payments to affected studios are expected to start reaching bank accounts from Sept 22, following a technical issue that disrupted August payouts to a number of its partner studios in Malaysia.
This had also prompted the company to escalate the matter with its third-party payment provider.
In an email response to Sinar Daily, ClassPass said its payment provider is working with its banking partner to identify the cause of the issue.
It added that payments from the affected period were urgently reviewed to determine the extent of the problem and reprocess them as quickly as possible.
"We can confirm that a number of our partner studios in Malaysia experienced an issue receiving their August payouts. We escalated this issue with our third-party payment provider and they urgently reviewed all payments from the affected period to identify the full scope of the issue and reprocess payments as quickly as possible," it said.
The company said its payment provider has since confirmed that the issue has been resolved and that it is continuing to review the matter with the provider to identify what caused the delays and prevent similar issues from recurring.
The exact timing of payments reaching studios' bank accounts will depend on the receiving bank, it said.
"Our payment provider has confirmed that funds are expected to start reaching recipients’ banks on Sept 22, 2026. Exact timing may vary depending on each receiving bank.
"We are conducting a full review with our payment provider of what caused this issue so we can prevent similar issues for partners going forward," it said.
ClassPass said affected studios that have not received their payments, or have been unable to resolve the issue through the usual support channels, have been advised to reach out to its support team for an update on their payment status.
It also addressed concerns over whether the payment delays could affect users with existing credits or confirmed bookings at affected studios, saying that if a studio cancels a class that a ClassPass user has already booked, their credits will be returned to their account.
Previously, it was reported that several local fitness studios claimed that ClassPass Malaysia had yet to pay them for classes their members attended in August, putting financial strain on their businesses.
A SopiLates co-founder when contacted said ClassPass had informed the studio that the issue was affecting some of its partner studios in Malaysia.
"According to their latest update, the root cause has been identified, and they are working with their payment provider, Tipalti, to reprocess the affected payments," the co-founder said.
Third-party booking platforms allow customers to book fitness classes using credits or tokens, while studios receive payment through the platforms for classes conducted.
