Help & support

I started a trial but I can't sign in

When you start a trial as a guest we send a separate “Set your password” email (subject line begins with “One last step”). Click the link in that email to set a password and sign in. If you can't find it, check spam, then try the next step.

You can also go to the login page, click Forgot your password?, enter the email you paid with, and use the link that arrives. If neither option works within an hour, email us with the date of your payment and we'll sort it.

I want to cancel my subscription

1. Sign in and go to your account page
2. Scroll to the Subscription section
3. Click Manage subscription to open the Stripe billing portal
4. Click Cancel subscription in the portal

Cancellations take effect at the end of your current billing period, so you keep access until then. No phone call, no questions, no friction.

I want to update my card

Account page > Subscription > Update card. That opens the same Stripe billing portal with the payment method screen open by default.

When will I be charged after my trial?

Your card is charged on day 8 of your trial, then on the same date each month (or year if you're on annual). We email you 3 days before the first charge so there is no surprise. You can cancel anytime before that and you won't be charged.

I paid but my library isn't unlocked

1. Refresh the page once
2. If still locked, sign out and back in
3. If still locked, go to your account page and check the Subscription section

If the Subscription section says “You don't have a library subscription yet” despite a successful Stripe charge, email us straight away with your payment date and we'll reconcile manually within the day.

My payment failed and now my library is locked

When a renewal payment fails (expired card, insufficient funds, etc.) Stripe retries automatically over the following few days. To fix it now, go to your account page > Subscription > Update card, add a working card, and your access restores the moment the next retry succeeds.

I bought the programme but it's still locked

Stripe payments usually unlock within seconds, but occasionally the confirmation is delayed. Try this first:

1. Go to your account page
2. Scroll to the Purchases section
3. Click Refresh purchase status
4. Refresh the page - the programme should now be unlocked

If nothing is found after a few minutes, email us with the date and time of your purchase and we'll check Stripe directly.

I didn't get a receipt

Stripe emails receipts automatically from no-reply@stripe.com. Check your spam folder first. You can also view and re-download receipts from your account page via View receipt on Stripe.

I want a refund

By agreeing to immediate access to digital content at checkout, you waive the standard 14-day cancellation right under UK consumer law. If you believe something went wrong (you were double-charged, you didn't receive access, etc.) email us and we'll look into it.

I forgot my password

On the login page, click Forgot your password?. You'll get a reset link by email within a minute (check spam if nothing arrives). The link expires after an hour.

I want to change my email address

From your account page, use the Update email form. We'll send a confirmation link to the new address - click it to finalise the change. Until you do, you stay on the old email.

I want to change my password

Account page > Security > Set new password. Minimum 8 characters.

I got a code from signup but entered the wrong email

Start again from the signup page with the correct email. The first code will just expire.

I want to delete my account

Account page > Danger zone > Delete account. You'll have to type DELETE to confirm. This cascades your profile and progress data. For HMRC reasons your purchase record is retained (but anonymised) so we can provide tax records if required.

The video won't play

1. Refresh the page and press play again
2. Check your network connection - videos need a steady connection
3. On iOS, make sure Silent Mode isn't on (it mutes autoplay)
4. Try a different browser (Chrome or Safari on the same device)

If none of that fixes it, email us with the workout name, the device and browser, and a screenshot of any error.

My progress didn't save

Completions save when you tap Mark complete (not when the video ends automatically). You need to watch at least 50% of the video for the button to unlock. Progress syncs to your account, so it'll appear on any device you log into.

Can I cast to my TV?

Yes. Make sure your phone or laptop is on the same Wi-Fi as your TV, then:

• Android (Chromecast): tap the video to show the controls, go fullscreen, then tap the cast icon in the player.
• iPhone / iPad (AirPlay): tap the video controls and use the AirPlay icon, or swipe down from the top-right and tap Screen Mirroring.
• Desktop: cast the whole browser tab from your browser's menu (for example Chrome > Cast).

There's also a short How to Cast to TV walkthrough in Quick guides on the programme page.

Can I use picture-in-picture?

Picture-in-picture is available on most desktop browsers and on Android Chrome through the browser's own menu. On desktop, right-click the video and choose Picture in picture. On Android, tap-and-hold the video and look for the picture-in-picture option.

On iPhone and iPad, picture-in-picture support for embedded videos is restricted, especially inside the installed home-screen app, so it may not be available. Casting or screen mirroring is the more reliable option on iOS.

How do I add this to my home screen?

Step-by-step instructions for iPhone, Android, and desktop are on the account page under Install app. On iPhone this only works in Safari.

I installed it but it looks blank / broken

Close the installed app, delete it from your home screen, then reinstall following the steps again. On iOS this resolves most caching issues.