Please refer to the following tips and FAQs to make your experience as smooth as possible. If you still have questions or need assistance, please contact us at reachable@michellerogers.fit.
PURCHASING AND MANAGING YOUR MEMBERSHIP
Subscribing to Reachable Fitness Classes means you will have unlimited 24/7 streaming access to all videos and live classes that we have included in the Class Membership package for a recurring monthly price. The number of videos and classes included in the package can vary. We may add, change or remove videos and live classes from time to time.
Special Programs, Personalized Plans and Online Personal Training are not included in the Class Membership subscription and require additional payment/enrollment.
How does the Free Trial work?
The Free Trial applies to those enrolling with a credit card.
Signing up for our Free Trial for Classes allows you to give Reachable Fitness Classes a test drive without being charged. Once the Free Trial expires, you’ll be transitioned into being a full-fledged Subscriber, and will be billed monthly at the subscription price set when you first began your Free Trial. You’ll be able to stream all of our subscription-available videos and attend the eligible live classes. Please note, in regards to cancellations there are no refunds. To avoid being charged after starting a trial you must cancel the trial before expiration.
The Free Trial is for Classes only and does not apply to Special Programs, Personalized Plans or Personal Training.
How do I cancel my subscription?
We hate to see you go, but if you need to cancel your trial or subscription, the process is easy.
Simply log in here to Your membership info where you can elect to cancel.
After cancellation, you will not be re-billed for further periods.
How do I update my credit card on file?
Changing your credit card information is easy. Log in here to Update your billing info/card.
I can’t remember my password. What should I do?
If you have forgotten your password, go to the Sign In page. Click on “Lost your password?”, enter your email address when prompted and submit. You will then be sent an email with instructions on how to reset your password.
How do I change my password?
You can change your password by logging in to: Edit your profile or change password.
I clicked on the “Forgot Password” link but never received a reset password email. What do I do now?
Try checking to see if it was accidentally sorted into your spam folder in your inbox. Also, make sure that the email you’re checking is the same as the one used on your account. If all else fails, contact us at reachable@michellerogers.fit and we’ll assist you in getting back in.
I signed up for a Free Trial, but now I’m being charged. What happened?
Free Trials only last for a certain period of time before converting into full-fledged Subscription accounts. Your Free Trial period has simply expired and you will now be billed monthly according to the pricing you agreed to when activating your Free Trial.
If you need to cancel your trial or subscription, the process is easy. Simply log in here to Your membership info where you can elect to cancel. After cancellation, you will not be re-billed for further periods.
The Free Trial is for Classes only and does not apply to Special Programs, Personalized Plans or Personal Training.
Can I get a refund?
Subscriptions are non-refundable. If you are on a monthly recurring subscription you may cancel at any time and will not be charged for further months. You will still have access to the videos until the period you have paid for expires. You may cancel at any time but will not be refunded for the remaining period of your subscription.
ISSUES WITH VIEWING VIDEOS
My video doesn’t playback smoothly. How can I fix this?
Video playback depends on many factors including the computer/device being used, the internet browser, internet connection quality, and many other variables. If there are playback issues, try viewing the video in a different web browser. If that doesn’t help, try using a different computer/device and making sure your internet connection is strong. These are usually the simple fixes for playback issues you may have.
Additionally, some older versions of Android (prior to version 4.3) did not manage secure video playback well. This is an Android issue which can easily be resolved by ensuring you have the latest version of Android installed on your device along with Google Chrome. Some Android devices, such as Samsung phones, come with a custom browser that does not support secure video playback. Please ensure you are actually running Google Chrome on your Android device.
Tips that should help fix any playback issues:
- Make sure you have a fast and stable internet connection. We recommend a minimum download speed of 10Mbps for smooth playback.
- Try refreshing your browser, or switching to a modern browser like Google Chrome, Firefox or Safari.
- Make sure you are using the latest version of the browser.
- Restart your wireless router or modem.
- Restart your device.