WeightWatchers.com: Meetings (includes OnlinePlus) FAQ popup Window

To better answer your questions, please click on the type of questions you have:
What is Monthly Pass and how does it work?
Issues with Monthly Pass Sign-Up on the website
Questions for after you have completed your Monthly Pass sign up on the website
Billing Questions for after you have completed your Monthly Pass sign up on the website

General Questions about Monthly Pass

1. What is Monthly Pass and how does it work?
Monthly Pass is a great way to commit to your weight-loss success. When you sign-up for Monthly Pass you pay for your meeting fees one month at a time. With one low monthly fee you get unlimited meetings each month and FREE access to eTools, our Internet weight-loss companion that has interactive tools, tips and recipes that help you stay on track. You get a new Monthly Pass card in the mail every month until you cancel, which you show as your proof of payment at your meetings.

Learn more about availability and pricing in your area.

2. Who can purchase Monthly Pass and where is it accepted?
Monthly Pass is accepted at most locations in the US. To find one near you, visit our website at www.weightwatchers.com/monthlypasslocations.

Most Weight Watchers members can purchase Monthly Pass except individuals who:

Are pregnant
Are under 18 years of age
Are no more than 5 pounds above the recommended minimum weight for their height and age
Have an active medical diagnosis of bulimia nervosa

You will also need a valid payment method, an email address, access to the Internet and a working computer.

3. Why can't under 18-year olds purchase Monthly Pass?
Unfortunately, we can't allow our members who are under 18 years of age to subscribe to any of our Internet related products such as Weight Watchers eTools (and Monthly Pass as it includes eTools). Unlike Weight Watchers meetings, our Internet products are not currently able to address the special nutritional requirements of those under 18. Moreover, subscribers need to be at least 18 years old for them to legally agree to and accept our Subscription Agreement. We encourage our members who are younger than 18 years old to take advantage of one of our other savings and commitment plans.

4. How do I sign up and pay for Weight Watchers Monthly Pass?
To sign up for Monthly Pass, you can pay for the first month at your meeting or on our website at www.weightwatchers.com/monthlypass. If you pay for the first month at your meeting, you will need to enter the Access Code from your Starter Voucher to complete your sign-up on our website.

A valid payment method is needed to complete your sign-up on our Web site. You will be charged each month at our monthly rate until you cancel, so there's no need to make a payment when you attend a meeting. You may be charged up to 15 days prior to the end date printed on your Monthly Pass card to ensure that your next month's card arrives in time.

Learn more about availability and pricing in your area.

5. Why do I have to complete my sign up for Monthly Pass on the WeightWatchers.com website to receive a Monthly Pass card each month?
Your Monthly Pass only becomes active after you complete the sign-up on our website. To complete your sign-up for Monthly Pass, you need to go to our website within 7 days of purchase and enter the Access Code printed on your Monthly Pass Starter Voucher. This will also enable you to print out your Monthly Pass Temporary Card, which you will need to show at any participating meeting until your first Monthly Pass card arrives in the mail.

Please note that you will be required to pay for the next meeting you attend if you do not complete the Monthly Pass sign-up on our website and show your temporary card. Remember, the sooner you complete your sign-up for Monthly Pass on our website, the sooner you can start using Weight Watchers eTools to help you stay on track between meetings.

6. How will my personal information be protected on the site?
Weight Watchers takes safeguarding your information very seriously so that you can feel confident and protected. We use 128-bit Secure Socket Layer (SSL) technology, the industry standard encryption protocol, to keep your information secure during transmission. You can also go to www.weightwatchers.com/legal/privacy.aspx for more information about our privacy policy.

7. What if I don't receive my Monthly Pass card in the mail or I lose my card?
If you have a problem with mail delivery, or if you ever lose a card, you can print out a Monthly Pass Temporary Card from the WeightWatchers.com website after you log in with your user name and password. You can log in by clicking the "Log In" link located at the upper right corner of the homepage. Once you are logged in, click the "Account Settings" link also located at the upper right corner of the page you are on.

Please contact Customer Service at monthlypass@weightwatchers.com if you do not receive your card within two weeks.

8. I currently subscribe to Weight Watchers eTools. Can I switch to Monthly Pass without losing any money?
Yes, you can easily switch to Monthly Pass directly on the website.

To switch, log in to your Weight Watchers eTools account. If you do not log in first, your subscription will not convert properly. Then click the "Account Settings" link located at the top of any page on the website. Click the "Switch Payment Plan to Monthly Pass" link to complete your sign-up for Monthly Pass.

If you have already purchased Monthly Pass in your meeting room, use the Access Code printed on your Starter Voucher to complete the switch on our website.

You will automatically receive a refund for the current month (and any future months) of your existing Weight Watchers eTools account. Once your refund is processed you will receive a confirmation e-mail to the address we have on file. Note that while we will process all the refunds as fast as we can, there might be a one week delay before you see the refund appear on your account.

9. I am an active Weight Watchers Online subscriber; can I switch to Monthly Pass?
Yes. If you would like to attend meetings and sign up for Monthly Pass, you can switch your subscription plan by visiting your Account Settings page. Click the "Switch Payment Plan type to Monthly Pass" hyperlink located under the My Account category.

10. I purchased Monthly Pass in the meeting room and cannot find my Starter Voucher. What should I do?
Please fax or mail proof of purchase to us with an explanation of what happened.

Fax:
913-495-1471

Mail:
Attention: Monthly Pass
Weight Watchers North America
8900 State Line Rd., Ste. 250
Leawood KS 66206

You can send one or more of the following items as proof of purchase:

A copy of your purchase receipt
A copy of your billing method statement
A copy of your membership book showing you have purchased Monthly Pass

Customer Service will contact you by e-mail or phone with a new Access Code so that you can complete your sign-up for Monthly Pass on our website. In the meantime, you will need to pay the regular weekly fee in order to attend your meetings.

Issues with Monthly Pass Sign-Up on the website

11. I currently subscribe to Weight Watchers eTools, but when I go to "Account Settings" I cannot switch to Monthly Pass.
There are typically two reasons people cannot switch to Monthly Pass: 1) They are not logged in to their Weight Watchers eTools account or 2) They have a subscription to Weight Watchers Online.

To verify your logged-in status and account type, look in the upper left corner of the site. If you are logged in, it will say Weight Watchers eTools or Weight Watchers Online. If you are not logged in, it will say WeightWatchers.com

If it says:

Weight Watchers eTools: You can switch by clicking on Account Settings in the upper right corner.
Weight Watchers Online: You first need to cancel your account before you can sign up for Monthly Pass. Please contact Customer Service and tell them that you would like to cancel your Weight Watchers Online subscription and switch to Monthly Pass.
WeightWatchers.com: You are not logged in or are logged in with a free registered user account. Please log out and log in with your subscriber user name. If you cannot recall this information, please contact Customer Service.

12. When I try to switch to Monthly Pass I get a message that tells me the resources I am trying to access are available to meetings members who are subscribed to Weight Watchers eTools. I have eTools; what is wrong?
Weight Watchers has two internet offerings for people who want to use the Internet to help them lose weight; Weight Watchers Online and Weight Watchers eTools.

Based on the message you get when you try to switch to Monthly Pass you are currently subscribed to Weight Watchers Online, our Internet product for people who do not attend meetings.

To confirm what type of subscription you have, please look at the Weight Watchers logo located at the top left of your screen when you are logged in to the website. If it says Weight Watchers Online you will not be able to switch your Weight Watchers Online account to Monthly Pass directly on the website.

If you would like to attend meetings and sign up for Monthly Pass, you will need to cancel your Weight Watchers Online subscription before you can sign up for Monthly Pass.

If you are interested in this option, please contact Customer Service and tell them that you would like to cancel your Weight Watchers Online subscription and switch to Monthly Pass.

13. When I enter the Access Code on my Starter Voucher it says it is invalid. What is wrong?
Access Codes may only be used once. After the first use, accessing eTools requires the user name and password you selected during sign up.

If you are certain that your Access Code has not been used before, please verify that you are:

Entering the code in the correct boxes and you are entering all the digits exactly as they are written on the voucher. Do not include any additional characters like spaces or hyphens.
Using a Monthly Pass access code and that you are on the correct sign up page at http://www.weightwatchers.com/startmonthlypass. The Access Code will not work if you are using it for the Weight Watchers eTools or Weight Watchers Online sign up processes.

If this does not help, please contact Customer Service and provide the Access Code exactly as it is written on your Monthly Pass Starter Voucher so that we may assist you.

Questions for after you have completed your Monthly Pass sign up on the website

14. I lost my Monthly Pass card. What should I do?
15. How can I print my Monthly Pass Temporary Card?
16. I didn't receive my Monthly Pass card in the mail on time. What should I do?

You can always print a Monthly Pass Temporary Card from the WeightWatchers.com website. First log in by clicking the "Log In" link located in the upper right corner of the WeightWatchers.com homepage. Once you are logged in, click the "Account Settings" link also located in the upper right corner of the page you are on.

If you have not yet received your Monthly Pass card and it has been more than two weeks, please contact Customer Service.

17. I signed-up for Monthly Pass, but when I log in I don't see the tools like PointsPlus® Tracker and Weight Tracker?
If you have used WeightWatchers.com's free features or subscribed to its online products in the past, you may have more than one user name. Please make sure that you are logging in with the exact user name and password you selected when you signed up for Monthly Pass. You should be able to retrieve this information from the welcome e-mail that was sent to you after you signed up for Monthly Pass on the website.

Once you log in with the correct user information, you should see eTools under the Weight Watchers logo that appears in the upper left hand corner of the website. If you don't see this, contact Customer Service for further assistance.

18. Now that I have signed up for Monthly Pass, how do I get started with eTools?
Log in to the Weightwatchers.com website with the user name and password you selected when you signed up for Monthly Pass to access eTools. You will see the word eTools under the Weight Watchers logo in the upper left corner of the site.

We recommend starting with a visit to The Plan section for information you need about every phase of weight loss, in addition to an overview on using the site. It's also a great idea to launch the Plan Manager to track you last meal or plan your next.

19. How do I cancel Monthly Pass if I no longer need it?
We are committed to a hassle-free cancellation process. You can easily cancel your Monthly Pass on our website. Simply visit www.weightwatchers.com/monthlypasscancellation or ask the Receptionist at your meeting for a copy of the Monthly Pass Cancellation Policy.

If you have already been billed for your next month, follow the instructions to receive a full refund for that month. Please note that you will not receive a refund for the month in which you cancel, except as provided in the Cancellation Policy.

Billing Questions for after you have completed your Monthly Pass sign up on the website

20. I purchased Monthly Pass, but when I completed the sign up on the website I was not instructed to use the Starter Voucher that I received at my meeting and I was billed again.
By mistake you may have signed up for Monthly Pass directly on the website rather than entering the Access Code on the Starter Voucher you received at your meetings location. This will result in another charge to your account.

Please contact Customer Service and provide the Access Code from your Starter Voucher. Once we validate your Access Code, we will contact you by e-mail or phone to inform you that your account has been credited for the additional charge.

21. I purchased Monthly Pass at my meeting and used the Starter Voucher to complete the sign up on the website. Why was I billed a second time?
When you purchase Monthly Pass in your meeting room and sign up on the website, you will not charged again on the website for the same month. We ask for your payment information during Monthly Pass sign-up because all future billing will be handled through the Web site and you will be billed according to the payment information we have on file.

Please note that you will be charged up to 15 days prior to the end date printed on your Monthly Pass card to ensure that next month's card arrives on time.

It is possible that you were billed again for the first month, if by mistake you forgot to enter the Access Code from the Starter Voucher that you purchased at your meeting. This happened because the system thought you were buying your Monthly Pass directly on the website and didn't recognize that you had already paid for it at your meeting.

If you feel that this is the case, please contact Customer Service for assistance.

22. I noticed that I was billed twice in the same month for Monthly Pass.
When you purchase Monthly Pass you pay for your first subscription month immediately. After your first month, we want to make sure you receive your Monthly Pass cards on time, so we bill you 15 days prior to your renewal date and mail you the next month's card.

While it may appear that you have been double billed, the additional charge covers your next subscription month. So, you're only charged once for each month. Moving forward you will be billed monthly, but always 15 days prior to the start of your next subscription month.

Please note that if you purchased Monthly Pass in your meeting room with a payment method other than cash, your initial payment can appear as late as your second month due to processing delays.

If you have any questions regarding your Monthly Pass billing please contact Customer Service for assistance.