COMMON @HOME QUESTIONS

>What do I need to join an Online class?

A mobile device (smartphone or tablet) or a laptop computer with wifi access.

>How do I need to join an Online class?

This is very important, you MUST have your email notifications in our booking software turned on. Review our handy HELP GUIDE HERE for info on how to review your email notifications and watch live streams.

> I have a regular class pass/plan can I just use that for online classes?

We don't believe our in-studio pricing is reflective of mat or virtual classes so want you to save those passes for when we return to studio. All in-studio plans and passes are on hold (not billing) until we reopen (currently awaiting local government guidance on date).

>I'm buying the @Home Unlimited plan, where can I access the videos?

24-48 hours after you buy your plan, you'll receive a note/email from our system which will include the site to login and the password to use to view.

> Does my @Home Unlimited pass allow me to join workshops?

No workshops are separately priced and themed and require the purcahse of a separate pass. These sessions may also be limited in size and be done in a Google Hangout since they may require some interaction and Q&A time :)

> Will other clients see me working out?

Nope. Like our Instagram Live stream classes, the instructor and other clients cannot see or hear you for ultimate privacy.

> I don't hear sound when starting a stream, is something wrong?

There is about 2-minutes at the start of each live stream for both the instructor and you to connect to sound. This is normal and is because the service is trying to determine your internet speed to start the stream on. Instructors will be starting streams 5-minutes in advance to help avoid this on their end. You may also want to make sure you have not muted your computer or the stream window.

> Can I do a 1:1 with an instructor where they can see me and tak to me?

If you're interested in privates please email us at hello@pilatesv.com for details. Normal in studio private priceses apply.

> What should I buy to practice Pilates at home?

While coordination of your body, mind and spirit will make the greatest impact on your progress, we've put together a list of our recommended items to support and elevate your workouts. Instructor approved! Scroll to our "Build Your @Home Studio" section

> Do you have a mobile app to watch the classes?

You can download our mobile app at the Apple iOS App Store here or the Google Android Play Store here to book classes. Keep in mind, booking classes from the mobile app WILL NOT trigger an email confirmation and you need to click on the class from your dashboard to view the login URL and password to join class. From there, you can watch the classes in any mobile browser or desktop!

> I seem to be having technical issues. Can you help?

Unfortunately we cannot troubleshoot individual client technical issues including wifi or device issues. If for any reason we detect (and we can see and verify these things on our end :) a technical issue that is on our side that impacts more than 15% of the class, we will make the video available of the class available for a limited time viewing.

> Can I cancel out of a class?

Unfortunately for those using drop-in's, classes cannot be cancelled. If you book into Live class your pass will be consumed since the video link, password, and your email will be registered to take that class and we do not have staff during this time to manually adjust. None of our other standard in-studio fees apply.