FAQ
Frequently Asked Questions
SUBSCRIPTION QUESTIONS
How does the Free Trial work?
The 7 Day Free Trial period allows you to browse and try any of the workouts in our catalog free of charge for 7 days. Once the Free Trial expires, your subscriber access will continue, and you will be charged based on the subscription plan you selected. Your private consultation will take place within your 7 Day Free Trial period.
After your free trial period, your subscription will remain active until you cancel it. To avoid being charged after your initial trial period, you must cancel the your subscription before it ends.
How do I schedule my consultation?
After you sign-up for a monthly or yearly subscription, you should receive an email with a questionnaire so we can get to know you and schedule your virtual private consultation. If you have not received an email, first check your spam and trash folders to make sure it hasn't gotten lost in your inbox. If you still haven't received the email, please contact us so we can help you get started.
How do I cancel my subscription?
To cancel your subscription at any time, go to My Dashboard, click on Billing, then select Change Plan. On this screen, you may change your subscription plan or cancel your subscription all together. Still having trouble? Contact us and we'd be happy to help you.
Can I get a refund?
Purchases and subscriptions are non-refundable. Monthly subscribers are welcome to cancel at any time and you will no longer be charged for future months. If you purchased an annual subscription, your access to L + L Pilates Online will remain active until 365 days after your purchase date. You will not be charged for the next year.
BILLING + 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 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. Still not sure why your card is being declined? Contact us and we'd be happy to help!
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.