Help Center/FAQ's - Pilatesology

Help Center/FAQ’s

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App FAQs

  • Everything You Need To Know About The Pilatesology App
    • How do I cancel my App subscription?

      *This is for those who subscribed to the website through the App! Canceling your App subscription is easy and can be done at any time. Subscriptions are managed by Apple for iOS and Google for Android. This means when you're ready to cancel your subscription, simply: Apple: Head into your settings on your phone > iTunes & App Store > Click your Apple ID > Subscriptions > Cancel Subscription. Android: Open the Google Play Store > Tap Menu > Account > Subscriptions > Find the subscription you want to cancel > Tap Cancel.
    • Can I use the App to watch on my TV?

    Yes! Select your class and look for the tv icon in the lower right. Click and select either your Chromecast or Apple Airplay. To learn more about watching on your TV click here.
    • Can I cancel my App subscription within the Pilatesology app?

      No. All app subscriptions are managed by Apple for iOS and Google for Android, because of this we are unable to provide an unsubscribe feature within the app itself. However, canceling your subscription is super fast and easy, simply follow the directions above for your device.
    • By downloading the app, have I agreed and entered into paying the $24.99 USD monthly or $179.99 USD yearly subscription? 

      Absolutely not. The Pilatesology app is free to download and explore as you please, you are able to see and watch previews of all the classes that are available on the app.
    • Free 14 day trial?

      You can test out Pilatesology in full for 14 days, for free. That means unlimited access to the app and website including all classes, workouts, programs, downloads and more for you to use anywhere, anytime.
    • How do I access my 14 day free trial?

      Simply go to play any class in the app and follow the prompts to sign up and enjoy 14 days commitment free to explore the app and website in full.
    • When do I start paying for my subscription?

      Your first payment comes out after your 14 day free trial has finished.
    • How do I buy access to just one class? 

      There is no 'single class pass' available in the app, just the monthly or yearly subscription payment for unlimited access to the entire app.
    • I don't understand the app price. Is the price shown just for the chosen video? Or will I have unlimited access to all Pilatesology classes?

      We've made our pricing plans simple. One monthly payment of $24.99 USD or a single yearly payment of $179.99 USD for unlimited access to the app and website. Simply go to play any class in the app and follow the prompts for sign up. When you try to play a class, you will be prompted to sign up to the app. Follow the prompts to accept the terms of service and confirm your subscription to the app, you will then have unlimited access to all Pilatesology classes via the app and the website. You have 14 days of commitment free access before your subscription payment takes place.
    • What does 'This video is part of a subscription mean'? 

      The video you are trying to access belongs to the overall Pilatesology app subscription. The monthly subscription price unlocks not only the video you are trying to play, but also gives you access to the entire and ever growing library of classes.
    • Just a one-off payment or ongoing?

      Access to the app is based on a monthly or yearly ongoing subscription.
    • Can I save or download classes for watching offline?

      Yes, once you are subscribed to the app simply navigate to the video you wish to save and tap the cloud icon in the top right corner. As long as you are subscribed to the app, you will be able to view that class anytime, anywhere without internet. Your downloaded videos will be saved in the 'Downloads' section, which you can find in the downloads tab at the bottom of the app.
    • The app is telling me it cannot connect to my iTunes account and not allowing me to subscribe. I have entered my password to purchase and it still won't let me! Help!

      This can be for a few reasons relating to your Apple or Google App setting or purchase information. Most commonly, simply make sure 'in-app purchases' are switched on in your App Store settings. Apple: Head into your settings on your phone > General > Restrictions < In-App purchases. Android: Open the Google Play Store > Tap Menu > Settings. Still need help? Don't hesitate to contact our support team.
    • Do I need Facebook to sign up to the App?

      No. You do not need Facebook to subscribe to the app or website.

Video Streaming Issues

  • iPad Settings for Streaming Issues
    The iPad is a video streaming whiz. In fact, we test our site on the iPad before all other devices. So what if the videos aren't playing on your iPad? Check these settings first:
    1. Select the "Settings" icon on your iPad.
    2. Scroll down until you see "Safari" and select.
    3. Scroll down on the right side of the screen until you see "Block Cookies".
    4. Change this to: "Allow from Websites I Visit"
    5. Two lines above this you will see "Block Pop-ups".
    6. Change this to: "Off" ( green is on)
    7. Since you are already in this section you should "Clear History and Website Data".
    8. The last one is the "Advanced" at the very bottom of the screen. Select and make sure "JavaScript" is turned "On"
    9. Log into the website and see if you can watch videos now!
    If you are still having trouble please plug your iPad into your computer and check for updates. Also ensure that your computer itself is fully updated to High Sierra. Still not working? Email us at: Support@pilatesology.com
  • My Internet is strong but the videos still won’t play?

     There can be numerous reasons why the videos won't play but please read through this section and try these options:

    Clear your history/cache/ data browsing 

     log out of the website. Then go up to your browser tabs at the top of the screen and select the “HISTORY” tab. Look for the option to “Clear Your History”. This is different for each browser ( Chrome Browser calls this “Browsing Data”) You want to try to empty the CACHE, COOKIES, and HISTORY. Now refresh the browser window a few times. Ok- log back into the website and try a video.

    Browser Plugins There are countless plugins/extensions available for all browsers. They typically enhance the browsing experience for the user. Sometimes they can significantly change how content appears on webpages. For instance, an ad blocker plugin may block banner ads and video ads. However, blocking video ads may cause Pilatesology's video to playback in unexpected ways. If you have added any Ad Blocker plugins we suggest disabling them and test.

    Update or try another browser

    Go to this link to see if your browser needs updating: http://www.updatemybrowser.org/ . Please update to the latest version. Chrome browser is the most video friendly followed by Firefox & Safari. If you are using Internet Explorer ( I.E. ) please download one of these other browsers listed below. Internet Explorer gets no love from tech companies.

    CHROME:  https://www.google.com/chrome/browser/desktop/ 

    FIREFOX:  http://www.mozilla.org/en-US/firefox/new/  

    Still not working? Email us at: Support@pilatesology.com

     

  • Videos Keep Stopping and Starting

     Here is a quick fix for a videos that keep stopping and starting ( we call this "buffering") :

    Change the “Quality Selector”:

    Pick any video as if ready to watch. Look in the lower right of the player and you will see a ”Gear” or "Cog" icon - Click this icon. On the pop up click "quality". Change to a lower number (224p for example) Then press play. You can change this setting at any time if you have a better internet connection. 720 is HD. Also, try locating yourself closer to the router that is sending out your internet Wifi signal. Close all other applications that use the internet like iTunes, email, YouTube etc… If you are at home kick everyone else who is online off.

    *Tip! If you're having trouble and using a mobile phone or tablet try switching to your 4G/5G network - meaning: turn OFF the Wifi.

    Still having trouble? Email us at : Support@pilatesology.com

How To Reactivate My Subscription

  • I’m no longer active, how do I reactivate my subscription?

    To reactivate your subscription follow these 3 easy steps:

    1. Login. You should see an 'Inactive' message with a button to 'Renew Your Subscription'. Click the button and you will be taken to your account page.
    2. The subscriptions section will be opened by default. Click the 'Manage My Subscription' button.
    3. Click the 'Renew My Subscription' button. Choose your plan and your payment method. Follow the steps from there...
    All your favorites, classes you have taken, likes and playlists should all show once you are active. If you have any trouble please email us at : Support@pilatesology.com

How To Cancel My Subscription

  • How do I cancel my subscription?
    *Please note- if you subscribed through the App you must cancel through your iTunes or Google Play accounts! Please see App FAQs above.

    If you subscribed through the website follow the instructions below to cancel.

     

    1.  Login. Click 'My Account'  in upper right.
    2. The 'Subscriptions' section will be open. Click 'Manage My Subscription' button.
    3.  Click  'Cancel' button.
    4. ** Important!  You must click again to confirm and cancel your subscription!
    5. A confirmation email will be automatically sent to the email address on file. Please check this to confirm you have cancelled.

    You will still have full access to the website until your next billing cycle.

    Come back anytime! Simply use your same username and password to log in. Head back to your account page and click 'Re-subscribe'.

    All of your Favorites, Classes Taken, Playlists, Queue, Comments and likes will be saved and waiting for you!

Billing & Invoice Questions

  • Can I download an invoice for my subscription?
    YES! To download an invoice/receipt of your subscription go to your 'Account' page and click 'Billing Details'.  Select the number under 'Invoice' to download a PDF invoice to your desktop or laptop. *Note - you cannot download to phone or tablet. See image below for details: Invoice Download Pilatesology

Membership & Subscription Questions

  • Can I change plans anytime?
    Yes. You can change plans anytime. Upgrades from monthly to yearly become active immediately. Downgrades from yearly to monthly take effect after the yearly subscription has ended. To change plans please do the following:
    1. Login. Click 'My Account' in the upper right next to your name.
    2. Click the 'Manage My Subscription' button.
    3. Click the 'Upgrade to Yearly' or 'Switch to Monthly' button. You will be asked to enter in your credit card again to verify your account. Once confirmed your monthly subscription will stop and your yearly will begin. If you have time left on your monthly subscription it will be prorated into your yearly subscription. Questions? Please email us at: Support@pilatesology.com
  • Is there a termination fee if I cancel?
    Absolutely not. No termination fees whatsoever.
  • Can I cancel anytime?
    Absolutely! Cancel anytime by selecting the "Manage My Subscription" button on your Account page. Click the 'Cancel Subscription' button.  You will continue to have full access until the next billing date. There is no penalty to cancel your subscription.
  • How Do I Update My Credit Card?
    To Update Your Credit Card please do the following:  
    1.  Select “Account” in the upper right corner of the website.
    2.  Select “Update Payment Info”  button in your Subscriptions list and enter your new credit card information. 
  • I’m no longer active, how do I reactivate my subscription?

    To reactivate your subscription follow these 3 easy steps:

    1. Login. You should see an 'Inactive' message with a button to 'Renew Your Subscription'. Click the button and you will be taken to your account page.
    2. The subscriptions section will be opened by default. Click the 'Manage My Subscription' button.
    3. Click the 'Renew My Subscription' button. Choose your plan and your payment method. Follow the steps from there...
    All your favorites, classes you have taken, likes and playlists should all show once you are active. If you have any trouble please email us at : Support@pilatesology.com
  • How do I cancel my subscription?
    *Please note- if you subscribed through the App you must cancel through your iTunes or Google Play accounts! Please see App FAQs above.

    If you subscribed through the website follow the instructions below to cancel.

     

    1.  Login. Click 'My Account'  in upper right.
    2. The 'Subscriptions' section will be open. Click 'Manage My Subscription' button.
    3.  Click  'Cancel' button.
    4. ** Important!  You must click again to confirm and cancel your subscription!
    5. A confirmation email will be automatically sent to the email address on file. Please check this to confirm you have cancelled.

    You will still have full access to the website until your next billing cycle.

    Come back anytime! Simply use your same username and password to log in. Head back to your account page and click 'Re-subscribe'.

    All of your Favorites, Classes Taken, Playlists, Queue, Comments and likes will be saved and waiting for you!

  • How do I upgrade my membership from monthly to yearly?
    Upgrading from Monthly to the Yearly is quick and easy & takes effect immediately. Please follow the steps below.
    1.  Login. Then click the “Account” link in the upper right of the website
    2.  Select “Upgrade To Yearly” button.
    3.  Select Payment Option
    4.  Enter in your credit card information again

    Once you upgrade from Monthly to  Yearly the system will automatically stop your Monthly and then prorate any remaining days left from your Monthly and subtract that from your Yearly Membership. You will not be charged for both memberships. Upgrading takes effect immediately.

Beginner Tips

  • Do I need Special Pilates equipment or apparatus?

    No. Joseph Pilates created his mat program long before he invented his apparatus and he taught the mat work to every client. The mat is the purest form of Pilates and builds independence, strength, control and flexibility in every body! We offer more mat classes than apparatus-based classes for this very reason–our site is meant to be an educational and motivational way to keep your practice going when you can’t get to a Pilates studio. If at some point you decide to purchase apparatus, you should take private lessons with a certified Pilates instructor first.

  • If I’m a beginner where should I start?

    First of all, welcome! We want you to feel the benefits right away so we created a Mat 101 progression page as well as a Reformer 101 progression page. These are located in the main Classes drop down menu in the upper left in the Beginners Start Here section. We also have an entire program for you! Go to the Programs page and select the Learn the Basics program.  A 15 day immersion series of classes await you. There you’ll find videos detailing the fundamentals of Pilates, our fun Self-Assessment Test and more.

     

How To Use A Coupon Code

  • How To Use A Coupon Code
    Click HERE to see exactly where to put your Coupon Code.  Please enter the coupon code exactly as it is printed or shown. If there are no spaces and all caps then you must enter in the code exactly like that. Coupon Codes are for paid subscriptions only ( Monthly or Yearly ) You will need to enter in your credit card or PayPal account info in order to use a Gift Code. If you do nothing then when your Gift Code expires your card on file will be used to start the subscription you selected. If you cancel your subscription before the expiration of the Gift Code then your card will not be charged.

Using Gift Cards

  • Purchase and Redeem Gift Cards!
    Our Gift Cards are located in the Pilatesology STORE. Select from 1, 3, 6 or 12 month subscriptions. During the checkout you will be asked to enter the name and email address of the recipient as well as a personal message (from John - Happy Birthday etc..) The Gift Card will be sent directly to the recipient and will include a printable PDF file. If - however - you would like to have the Gift Card sent to you (the buyer) instead of the recipient, then leave the recipient email and name blank. You will then be able to print out the Gift Card and fill in by hand and give to recipient personally. There will be a unique 13 digit code on each Gift Card which will be used when redeeming the card. To Redeem a Gift Card please write to Jack@pilatesology.com and include the unique card code in the email. Gift cards do not expire. Gift cards cannot be exchanged for monetary amounts or used in any other part of the website except unlimited subscriptions.

PMA Continuing Education Credits

  • How Does It Work?
    The Pilates Method Alliance outlines their CEC requirements HERE. Yeah- that's a lot of reading. Here's what you need to know about PMA CECs plus how the test works on Pilatesology :
    1. Up to 12 CECs may be earned through approved Distance Learning (Online) workshops.
    2. CECs are valid for the calendar year in which you take the test only. The test may be taken each year if you want to earn Credit for the workshop.
    3. Members only pay to take the test. Watching workshops are included with a paid membership. (Not a member? JOIN)
    4. You must answer all questions correctly to pass the test (Score = 100%).
    5. If you do not pass the test you may retake the test for free until you pass.
    6. Test results including passing certificates can be found in your Account page.
       

ROKU Channel

  • ROKU Channel

    To Watch Pilatesology from your ROKU box follow the instructions below:

    • Find and add the " Pilatesology- Pilates Online "  channel from the ROKU channel finder. We are in the Health & Fitness section.
    • Open channel and select “Already a Member?”
    • Important! Enter in your email address linked to your Pilatesology subscription. Not your username.
    • Enjoy all the same classes from the website. Free with your subscription. Luck you.

How To Use All These Pilatesology Features!

  • Creating & Using Custom Playlists
    Please CLICK HERE to see our Playlist Get Started Page! How to CREATE your own Custom Playlist:
    1. Select 'Playlist Manager' from the 'My Pilatesology' dropdown
    2. Select 'My Playlists' tab at top
    3. Select 'Create New Playlist'
    4. Your new playlist will appear at top and look like this: New Playlist with a zero after: 0
    5. Click 'Rename' to name your new playlist
    6. Now let's go add some classes to your playlist!
    How to ADD classes to your Playlist:
    1. Select the '+' icon on any thumbnail on the website
    2. A small dropdown will appear with a list of your Playlists
    3. Simply select the Playlist of your choice to add the class
    4. Add as many classes as you like. Boom!
    5. You can rearrange the classes from your Playlist Manager!
    6. The zero will change to the number of classes in your Playlist
    How to SHARE your playlist
    1. Open your Playlist Manager
    2. Select the 'My Playlists' tab at top to view all your Playlists
    3. Click 'Share This Playlist' button to allow other subscribers to 'follow' your Playlist. Other subscribers cannot edit your Playlist

Security & Safety

  • Is my credit card secure?

    Yes. We take security very seriously and to ensure that your credit information is safe, we have partnered with a leader since 1996 for secure internet transactions: Authorize.Net

    The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the electronic check and credit card processing networks. See an online payments diagram to see how it works.

    Authorize.net adheres to strict industry standards for payment processing, including:

    • 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
    • Industry leading encryption hardware and software methods and security protocols to protect customer information.
    • Compliance with the Payment Card Industry Data Security Standard (PCI DSS).

    For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net Privacy Policy.

    www.Pilatesology.com is registered with the Authorize.Net Verified Merchant Seal program.