FAQ
BILLING AND ACCOUNT QUESTIONS
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 purchase a single LiveStream class?
If you don't have an account, navigate to the LiveStream on Zoom page by clicking on that option in the navigation menu. You will be brought to the page which lists the classes available. Select the one you want to attend and click on Join this Class. You will be brought to a screen that lists 'single class purchase,' in addition to the membership options. Choose that option if that's the one you'd prefer! If you don't have an account, you will be able to create one to complete your purchase.
NOTE: All of the memberships allow unlimited LiveStream classes for the membership period, as well as free OnDemand replays of the LiveStream classes and other OnDemand videos. Single class purchases do not have those additional benefits.
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.
JOINING A LIVESTREAM QUESTIONS
How do I view a LiveStream Class on Zoom?
Navigate to the LiveStream on Zoom page by clicking on that option in the navigation menu. You will be brought to the page which lists the classes available. Select the class you want to view and click on Join this Class.
You will be taken to a page with a countdown clock counting down the time before the class starts. On the bottom right corner of the box containing that countdown clock you will see either the word Join Zoom or (on mobile browsers) the blue Zoomcamera icon.
The "Zoom doors" open 10-15 minutes ahead of class, if you wanted to enter early and chat with Al and/or some of the other participants before class.
How do I view a LiveStream Class in my browser?
Navigate to the LiveStream on Zoom page by clicking on that option in the navigation menu. You will be brought to the page which lists the classes available. Select the class you want to view and click on Join this Class.
You will be taken to a page with a countdown clock counting down the time before the class starts.
When the clock counts down to 00:00:00, the LiveStream feed is ready to start.
Press Play to begin the feed!
Note: There is a slight delay between the Zoom feed and the LiveStream feed.
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.