Help

Frequently Asked Questions

LOGIN QUESTIONS

I haven't received my login details

When you purchased the program, you would have set up a password and also entered in your email address. To login to Studio Pilates at Home, simply - 

* CLICK HERE

* Enter your email address and password

* If you can't remember your password, simply select "Forgot Password" to reset this

If the system does not recognise your email address, it is possibly that you may have had a typo in your email address at the checkout. Please contact your home studio for assistance. 

PLAYBACK QUESTIONS

My videos don't play / are "greyed" out

If a video isn't playing when you click on it and appears "greyed out", it may be due to one of the following reasons. 

OPTION 1: You are not signed in properly to the program

When signed in correctly, you should see the words "Sign Out" in the top right hand corner of the screen. If you can see the words "Sign In", it means that you are not signed in correctly and need to click on these words to sign in.

OPTION 2: You haven't actually purchased access to Studio Pilates at Home OR your rental access period has expired

If you are signed in correctly but still can't play the videos, it will be because either you haven't actually completed your purchase of Studio Pilates at Home (ie. payment not processed) OR because your rental period has expired. Please reach out to your local studio for assistance.

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 download the workouts?

You are not able to download the workouts onto your computer as they are designed to be streamed online. As such, you will need an internet connection to watch the workouts. You can watch these on a phone, tablet or computer, whatever works best for you!

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.

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.

 

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.