FAQ

Frequently Asked Questions

OUR CLASSES 

Do I need equipment for the classes?

All of our classes are designed to be used without equipment. However, certain workouts or exercises can be intensified by using equipment and there are a selection of equipment specific workouts to choose from. We also offer the opportunity to purchase props in our online store

Are the workouts safe if I'm pregnant or have just had a baby?

We offer pre and postnatal classes designed specifically for new mums and mums to be.If you're working post-natally we advise you wait until you are 6 weeks post birth (or 10 weeks for c-section) and have been signed off from a medical professional. 

How familiar do I need to be with Pilates to do these classes?

You don't need any Pilates experience to get started! Our Pilates Fundamental classes will help you learn and perfect the techniques you need. Plus our "New Beginnings" movement plan is the perfect place to start if you're new to movement, new to Pilates or just new to us. 

I'm new to Pilates and movement, do you have any plans I can follow? 

Yes! Our "Move Better, Feel Better" plans are a great way to help kickstart your movement journey. If you are a Move Plus member you can also ask our teachers any questions during the live classes.

OUR LIVE CLASSES 

How do I book an online class?

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What happens if I miss a class?

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BILLING AND ACCOUNT QUESTIONS

Does my subscription automatically renew 

Yes, the billing cycle is monthly from your first payment date (or yearly if you’re on the annual plan).

How do I reset my password?

On the login page, click Forgot Password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the instruction email, click Reset Password and you will be directed to select a new password before being redirected to the catalog page.  

How do I change my password?

Once signed into your account, you can change your password by clicking My Account or Dashboard from the top navigation menu. Select Password and update your password.  

How do I update my billing information?

Once signed into your account, you can update your billing information by clicking My Account or Dashboard from the top navigation menu. Select Billing and update your billing information.  

How do I cancel my recurring subscription?

Once signed into your account, you can cancel your recurring subscription by clicking My Account or Dashboard from the top navigation menu. Select Billing and locate your subscription plan at the bottom of the page.  Click Change Plan and Cancel Membership. Your membership will be cancelled and your access will be removed at the end of your current payment period.

 

My credit card is being declined.  Why is that?

Many credit/debit cards have online purchase restrictions. If your card is being declined, please contact your credit card company to let them know the purchase you would like to make is valid. Also, certain credit/debit cards do not allow for recurring subscription billing, and therefore, may be denied.

 

PLAYBACK QUESTIONS

My video does not playback smoothly. How can I fix this?

Video playback depends on several factors. To improve your playback experience, make sure you have a fast, stable internet connection. We recommend using the most recent version of Chrome, Firefox, or Safari. You may experience playback issues with outdated devices and browsers.

 

Can I watch videos using Chromecast and AirPlay?

Yes!  Both Chromecast and Airplay are compatible with our site.  

To use Chromecast: Locate the Chromecast icon in the bottom right corner of the video you want to cast.  Click the icon and select the correct Chromecast from the pop-up in your browser.

To use AirPlay: Open the video on your apple device and click the AirPlay icon in the bottom left corner.

 

Can I watch videos on my TV without using an app?

Yes. By connecting your laptop directly to your TV with an HDMI cable, you will be able to watch videos from our site on your TV.

 

Can I watch videos on my phone or tablet without using an app?

Yes. Our website adapts to phone and tablet browsers so you can watch our content anywhere!

 

Which browsers are supported?

While we recommend using the latest version of Google Chrome, we also support Firefox and Safari browser released within the last five years.  You may experience playback issues when using an out of date browser or any version of Internet Explorer.