Massage Envy

How I Canceled My Massage Envy Membership with No Hassles

Massage Envy Memberships During COVID-19

The Massage Envy website has woefully little information about their official policy for members during the COVID-19 outbreak and shutdown. I called my local Massage Envy location to get more information, but there was only a recording with an email address. I tried calling two other locations and got the same.

After emailing, I did receive a response requesting my membership info and offering to take care of my situation. Because I’m no longer a member, I don’t know exactly what that would mean, but I can say they were very eager to help. I’ve heard that other franchises have suspended dues during the shutdown, but your experience may vary, as it is completely dependent on your local franchise. Bottom line, contact your local Massage Envy location by phone or email.

Original Article

If you look online, you’ll find that lots of folks who’ve had bad experiences canceling their Massage Envy memberships. And, frustratingly, you won’t find much information on Massage Envy’s website on how to cancel.

So, I was apprehensive when I decided to cancel my membership. I had been a member for several years and was actually very satisfied with my facials there (they had helped my acne scars), but my favorite esthetician had left, and I wanted a break.

If You’re Still Within the One Year Initial Contract

Massage Envy Wellness Agreements last one year and renew on a month-to-month basis after that.

If you’re still within the initial one-year term of your agreement, it’s much more difficult to cancel than if you’re month-to-month. You’ll need to provide proof that you’ve moved more than 24 miles away from your residence on the day you signed the contract, or provide a written statement from your doctor certifying that you’re unable to receive massages. They may accept other excuses at their “sole discretion”.

How I Canceled

Fortunately for me, I was past the one-year initial contract period.

The first thing I did was dig up my Massage Envy contract. I recommend trying to get as much info about your account as possible, including your membership number if you can find it. If you can’t, it’s probably not the end of the world though.

I called up my Massage Envy location and asked them how to cancel, bracing myself for a vigorous sales pitch. The receptionist asked for my membership number and checked my account. He saw that it was past the initial contract term and said he would email me a PDF document to complete and email back to them.

That’s it!

I was blown away at how easy it was! There was no high-pressure sales pitch to keep me (like you get when you try to cancel cable TV). The receptionist was very pleasant and didn’t even ask why I wanted to cancel!

When I got the document, I was also surprised that it didn’t have a million questions asking why I was canceling. There were only five multiple-choice survey questions and one line where it wanted me to explain why I was leaving. Not bad!

I emailed it back on a Saturday. On the next Tuesday, they called me to confirm the cancellation and give me the last date of my membership. Wow, so easy!

Knowing the Timing Is Important

Canceling a Massage Envy membership is not instantaneous, so you need to understand the timing.

First of all, Massage Envy says it takes up to ten days to process a cancellation after you email them the completed cancelation form. So, don’t wait until the day before your next bill before canceling; you probably will still get billed for it.

After your cancellation form is processed, Massage Envy gives you 60 days to use up any remaining credits.  I actually didn’t even know I had any credits, so it was nice to have the time to use them up!  For that reason, I actually delayed submitting the forms for a few days in order to give myself the maximum amount of time to use my credits.  But, I was careful not to get within ten days of my next billing date to avoid getting billed for another whole month.


Overall, I was very relieved that the Massage Envy membership cancellation process was so easy, especially after reading so many horror stories online. It seems that Massage Envy has taken steps to make the cancellation process easier than what some folks had experienced previously (at least for those who are out of the one-year initial contract period). Granted, your results may vary, especially since Massage Envy is a franchise and locations may differ.

While I would have vastly preferred a way to cancel online, my experience with canceling Massage Envy went very smoothly.

Question? What was your experience canceling Massage Envy like? – Brian

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  1. You can gift one session per month for $10. I’ve been doing it to bring down my prepaid so I can cancel without losing money.

      1. I don’t understand what this paragraph means that you posted. l pay a monthly fee, And if I cancel I have 60 days to use it-correct. I don’t understand what that has to do with not getting within 10 days of your next billing date. Tks

        “ After your cancellation form is processed, Massage Envy gives you 60 days to use up any remaining credits. I actually didn’t even know I had any credits, so it was nice to have the time to use them up! For that reason, I actually delayed submitting the forms for a few days in order to give myself the maximum amount of time to use my credits. But, I was careful not to get within ten days of my next billing date”

        1. Hi Nancy,

          The ten days part is just to avoid getting billed for another month. If you’re too close to your billing date, your request may not get processed in time and you could be billed for another month.


  2. I called corporate and emailed my local massage envy advising that I was laid off due to COVID 19 and I needed to cut out on unnecessary spendings until I was back to work. After going back and forth with them about their policy they finally put a 30 day freeze on my membership. After 30 days they advised that they were lifting the freeze. I asked for an extension because I was still out of work. June 30 will be the end of my extension and still no employment. I’m almost sick to my stomach knowing that I have to deal with the debate over my membership come June 30. However, I did state to them that they might want to revise their policy to reflect on a pandemic. Clearly neither one of us are at fault or would have any control but because it’s possible, it should be mentioned. Appears to be a loophole to me. I’m curious to know how they plan to retrieve payments from a maxed out credit card that I used due to pending unemployment benefits. To Be Continued…

    1. Hi,

      I’m sorry to hear that you were laid off. I assume your membership is less than a year old? If you’ve been a member for over a year, you should be able to cancel at any time.

      If not, then sometimes posting on a company’s social media will get their attention, i.e., Twitter or Facebook.

      Finally, it might be good to get a copy of your original contract to see if there is some loophole in there.


  3. It has taken me forever to get a response from them during the pandemic. They refuse to extend my 60 days to use unused and paid for sessions even though they aren’t open. They just repeatedly told me I had until May 31 to use them which was impossible. I lost $360.

  4. My local massage envy is waiving my April payment and looking on opening up in May if all goes well. As far as cancellations they’re website offers zero help. perhaps just put a hold from their charges by contacting your bank?

  5. The website – you can schedule an appointment, but you can’t contact any of the executives. Yes; website is lame; no “freeze” information on their corona site. “Membership Details” gives NO information on how to FREEZE or Cancel. Not a good sign. I’ve been going for 3 years; don’t want to cancel, but am WAY behind, and just want a freeze. Upon reading this site, I tried again at the local location; did get an email and wrote to them. Waiting for an answer. Had to call/listen to the message 3 times to get the contact written down. Can they speak any faster?

    1. Hi Stephanie,

      Thank you for sharing; sounds like a similar story to what I’ve encountered. Please let me know what happens if you have a chance.


  6. I am curious, during the pandemic, if we can pause automatic withdraws. I have had to miss my March massage,and from the looks of things, it may be another 2 or 3 months before the business will be allowed to open back up again. I certainly want to keep the membership, but hate to pay for something that is not available to me, at no fault of my own. How can I freeze it until they open back up?

    1. Hi Paula,

      That is a great question. The Massage Envy website is very unhelpful with respect to their COVID-19 policy. They just refer you to your local branch. I tried calling my location and no one picked up; there was just a message with an email address.

      Try calling your location and seeing what the message says. If you find out anything, please let me know!


  7. So I was looking into signing up for their membership. I was told that after a certain date (within a week) I could go by to sign the contract and pick up my free massage voucher. I had medical issues arise and due to the cost of the medical issues along with being out of work I found myself in a financial hardship that would no longer allow me to continue with the membership. Keep in mind I never signed anything, not did I pick up the free voucher. I spoke w/ them about my situation, and bc they made is seem easy to freeze the membership if something should come up. But now they’re telling me I have to get a statement from my doctor & they are still trying to charge my card. How can they do this if I have never signed a contract with them??? What should do????

  8. So unfortunately this is one of those things that has built up over several, several years with us not able to use do to injuries or because we live in another state 6 months out of the year and we are sitting with quite a bit of money in it. We were told we couldn’t gift to our children except for 1 every 6 months, where as when we joined we were able to gift up to 10 sessions at anytime. When I called to cancel they said that we would lose all of our prepaid for two accounts if we cancel, we have like 38 per account. Our we going to have to take the loss? Is there any recourse? Thanks

    1. Hi Diana,

      I am not a legal expert, but I think it would be a good idea to get the original contract which you signed and use that as a reference for what you are able to do. Unless you signed a new contract, I would think the original gifting policy is still in effect, but again, I’m not a lawyer.

      After I canceled, I had two more months to use up unused credits, so there’s that.


    2. You can put your account on pause for six months. It costs $10/month to do that. You could at least use up a bunch of your built up prepaids especially if you do 90 minute sessions. That’s what I did.

  9. For what it’s worth my own Massage Envy contract stated that I could terminate the contract during the Initial Term if I a) provided written proof that my residence had permanently relocated more than 25 miles away; b) provided medical proof that I couldn’t receive massages

  10. The three closest locations to me, one of which is where I initially signed up, suddenly closed. They were all operated by the same franchise owner. Can I cancel at a different location, or am I stuck?

    1. Hi Curly Sue,

      Interesting… I assume they transferred your membership to another location?? Does that franchise owner have another location? If you’re not sure, I would call the next nearest location and ask. Let me know how it goes.