Frequently Asked Questions

GENERAL QUESTIONS

Why do we have a new Yogaholics platform?

Our community means the world to us. When you take the time to provide constructive feedback, we truly listen and see how we can adapt to give you the best possible platform. The best way to provide you with the amazing new features you've been asking for and streamline the transition process was to relaunch Yogaholics.

Our incredible new platform now allows you to create a personalised favourites list. Save your go-to videos all in one place that is easily accessible from your home page. You can stream your videos on your phone, tablet, desktop and TV. Soon we'll be launching an app. Every Yogaholics subscriber will get free access to our Apple and Android apps to watch videos whenever and wherever you'd like.

How do I access the Yogaholics app?

Free Apple and Android apps  to all existing Yogaholics subscribers.

EXISTING MEMBER ACCOUNT QUESTIONS

Do I have to re-subscribe if I had a subscription to the old website?

No, you do not have to sign up for a new Yogaholics subscription. You should have received an email with everything you need to sign into the new website. Check your emails and your junk mail folder for details.

You can also follow these steps:

1. Head to the new Sign In page
2. Click Forgot Password
3. Enter the email address you use to sign in to your account
4. Click Send Instructions
5. The instruction email will arrive in your inbox shortly
6. In the instruction email, click Reset Password

You'll be directed to select a new password before being redirected to your homepage.

I didn’t receive an email with the new login details. What do I do?

You should have received an email with everything you need to sign into the new website. Check your emails and your junk mail folder for details.

You can also follow these steps:

1. Head to the Sign In page
2. Click Forgot Password
3. Enter the email address you use to sign in to your account
4. Click Send Instructions
5. The instruction email will arrive in your inbox shortly
6. In the instruction email, click Reset Password

You'll be directed to select a new password before being redirected to your homepage.

NEW MEMBER ACCOUNT QUESTIONS

I’m new! How do I sign up for a free trial?

If this is your first time joining Yogaholics, you'll receive a free 10-day trial with any monthly or annual subscription. Head to our website and click Free Trial in the top navigation menu. Follow the steps to sign up for a monthly or annual subscription, and you'll automatically receive your first 10-days for free. During the 10-days, you can cancel at any time, and you will not be charged.

Is this a subscription service or a once-off trial?

Yogaholics is an annual or monthly subscription service. There are no lock-in contracts, and every new Yogaholics member will receive their first 10 days on us. During the 10-day free trial, you can cancel at any time. If you accept a free trial offer, you'll get an email when your free trial is about to end.

At the end of your free trial period, you’ll automatically get charged for an annual or monthly subscription based on the subscription you chose during the sign-up process. To avoid charges, cancel the subscription before the trial period expires.

POWER LIVING ACCOUNT QUESTIONS

I’m a Power Living member. How do I access my complimentary pass?

You should have received a welcome email from the Power Living team with all the details about your Power Living as well as how to access your Yogaholics complimentary pass. Check your emails and your junk mail folder for details. If you can't find the details, contact your local Power Living studio, and they'll be able to provide you with all the details you need to be able to join for free.

Do not head straight to the sign-up page and subscribe without details from the Power Living team. We wouldn't want you to be charged for your complimentary pass.

I have an existing Yogaholics subscription but just signed up for Power Living. Now what?

Let's get you swapped over to the right Yogaholics subscription before your next charge. Email hello@yogaholics.com.au with the subject line"NEW Power Living Member".

In your email, include your:

• Full name
• Email address you use to log into your current Yogaholics account
• Email address your use to book your Power Living classes
• Which Power Living membership you are on

We need all of these details to swap over your account to the complimentary pass.

GENERAL ACCOUNT QUESTIONS

How do I reset my password?

1. Head to the new Sign In page
2. Click Forgot Password
3. Enter the email address you use to sign in to your account
4. Click Send Instructions
5. The instruction email will arrive in your inbox shortly
6. In the instruction email, click Reset Password

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 add a video to my favourites list?

Make sure you are signed in to your Yogaholics account. Find the steps above on how to sign in to your Yogaholics account. You must be on the specific video you would like to add to your favourite list. Under the video name, you will see a button with a love heart that says "Add to Favourites". Click the button, and you will see the love heart turns red, and the button says "Favourite". This video has now been added to your favourites list.

How do I find my favourites list?

Signed in to your Yogaholicsaccount. Find the steps above on how to sign in to your Yogaholics account. You will be taken to your home page. Scroll down your home page. Under the feature video, you will see "Continue Watching". Under this section, you will see Favourites. Click on the title Favourites to be taken to your personal Favourites page.

How do I remove a video from my favourite list?

Make sure you are signed in to your Yogaholicsaccount. Find the steps above on how to sign in to your Yogaholics account. You must be on the specific video you would like to remove from your favourites list. You can follow the above steps to find your favourite list. Once you are on the specific video, you would like to remove it from your favourites list. Under the video name, you will see a red love heart, and the button says "Favourite". Click the button, and you will see the love heart turns grey, and the button says"Add to Favourites". This video has been removed from your favourites list.

BILLING QUESTIONS

How do I update my billing information?

Once signed into your account, you can update your billing information by clicking My Account 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 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, 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.

VIDEO QUESTIONS

My video does not play 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 that 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 browsers released within the last five years. You may experience playback issues when using an out-of-date browser or any version of Internet Explorer.

How do I stop the videos from auto-playing the next video?

By default, all videos will turn on autoplay. You can choose to turn off autoplay by using the Autoplay toggle under every video on the right-hand side.  Your autoplay setting will remain until your browser cache has been cleared.

NONE OF THESE ANSWER MY QUESTIONS

Now what?

We're not about to leave you high and dry. Reach out to us using one of the email addresses below:

• General enquiries and troubleshooting: hello@yogaholics.com.au
• Cancellations: cancellations@yogaholics.com.au

If you want to cancel your account, refer to "How do I cancel my recurring subscription?" above.

This will guide you through the simple process of cancelling your account within a minute.

To streamline the process, we ask that you include your full name and the email address used to log into your account or last remember. It is best to include a full outline of an issue you are experiencing.

Or if this is regarding billing screenshots of the payments, you are referencing. Advise if this is via credit card/debit card or PayPal.

We'll do our best to respond to you within 2 business days during this transition time. However, it may take up to 5 business days. Please be patient. We are doing our best to respond to everyone as quickly as we can.

These email addresses are not to be used for advertising, marketing or sales outreach. Our team is dedicated to responding to our customers solely.