Fitness tracking company Whoop has softened its stance on a widely criticized upgrade policy tied to its new Whoop 5.0 device.
Earlier this week, Whoop introduced the latest version of its fitness tracker. Initially, the company told users they could only get the new device by extending their subscription for another 12 months or by paying a one-time fee—$49 for the standard version and $79 for the model with EKG sensors.
This announcement clashed with the brand’s usual approach. Whoop charges premium subscription fees—ranging from $199 to $359 annually—while advertising free hardware upgrades for loyal users. On its website, the company even stated that members were eligible for a free device upgrade after just six months of service.
Following swift backlash from customers, Whoop addressed the criticism on Reddit. The company both revised its policy and explained the reasoning behind the confusion.
Under the new rules, users with more than 12 months left on their subscription will receive a free upgrade to Whoop 5.0. Those who already paid the fee can request a refund. Customers with fewer than 12 months remaining can still receive the new device if they agree to extend their subscription—at no extra cost.
Whoop said the decision came after it “heard your feedback.” It also explained that the original policy shift was part of a broader change. The company is moving away from shorter-term subscriptions and now offers only 12- and 24-month plans.
In the Reddit post, Whoop acknowledged a mistake in its past communications. “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,” the company wrote. “This was never our policy and should never have been posted.”
The response from the Whoop user community was mixed. One Reddit moderator called the revised policy a “win for the community.” But others remained doubtful. “You don’t publish a policy by accident and keep it up for years,” one user wrote. “Removing it after backlash doesn’t erase the fact that it is real.”
Some users also voiced frustration over narrowly missing the upgrade cutoff. Several said they had just under 12 months left on their subscriptions and were therefore not eligible for the automatic free upgrade.
