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Troubleshooting Guide

This guide helps you resolve common issues with the app.

App & Loading Issues​

The app won't open or shows a blank screen​

  1. Pull down to refresh (mobile) or press Ctrl+Shift+R / Cmd+Shift+R (desktop)
  2. Close the app fully and re-open it
  3. Clear your browser cache and reload
  4. Check your internet connection
  5. Try a different browser or device

I'm stuck on the loading screen​

This usually means a slow connection or a failed network request.

  1. Check your internet connection
  2. Wait 10–15 seconds, then pull down to refresh
  3. If it continues, log out and log back in

Login & Account​

I can't log in​

  • Double-check your email address and password
  • Make sure Caps Lock is off
  • Try Forgot Password to reset your credentials
  • If you've never set a password, check your email for an invitation link

I was logged out unexpectedly​

Sessions expire after a period of inactivity. Simply log back in. If this happens frequently, contact support.

Video & Calls​

The video call won't start or I can't join​

  1. Make sure your browser has permission to access your camera and microphone
  2. Refresh the page and try again
  3. Use a supported browser — Chrome or Safari are recommended
  4. Check your internet connection speed (video calls require a stable connection)
  5. Close other apps or browser tabs that may be using your camera

My audio or video is not working in a call​

  1. Check that your microphone and camera are not muted at the device level
  2. In the call interface, tap the microphone/camera icons to unmute
  3. If you recently switched devices or headphones, re-join the call

The call was disconnected mid-session​

  1. Check your internet connection
  2. Re-join via the appointment link or notification deep-link
  3. If the room has closed, contact your coach to reschedule

Offline Downloads​

A downloaded video won't play​

  1. Make sure you are on the same device where you downloaded it
  2. Check if the download is still valid — downloads expire after 30 days
  3. Delete the download and re-download it while connected to the internet

I can't see the download button​

The download option is only available for video lessons in courses you have active access to. If you can't see the button, confirm your access is still active in Store → My Access.

My storage is running low​

Offline downloads can use significant storage (up to 2GB). To free up space:

  1. Go to Profile → Offline Videos (or Settings)
  2. Delete downloads you no longer need

Notifications​

I'm not receiving push notifications​

  1. Make sure notifications are enabled for the app in your device settings
  2. On iOS, go to Settings → [Your Browser] → Notifications and enable them
  3. On Android, go to Settings → Apps → [Your Browser] → Notifications and enable them
  4. Log out and back into the app to refresh your notification registration

I'm getting too many notifications​

Go to Profile → Notification Settings to manage which types of notifications you receive.

Store & Purchases​

I purchased an offering but don't have access​

Access is granted automatically after payment is verified. This usually happens within a few seconds to a few minutes. If it's been more than 5 minutes:

  1. Log out and log back in to refresh your session
  2. Check Store → My Access to see if the offering appears
  3. Contact support with your purchase confirmation if the issue persists

My token balance looks incorrect​

Token transactions are logged in your history. Go to Profile → Token History to review your balance and transactions. If there's a discrepancy, contact support.

Browser Compatibility​

For the best experience, use a recent version of:

  • Chrome (v90+)
  • Safari (v14+)
  • Firefox (v88+)
  • Edge (v90+)

Older browsers may experience issues. Please update to the latest version.

Still Having Problems?​

  1. Check the FAQ for additional information
  2. Contact support with the following details:
    • What you were trying to do
    • What happened instead
    • Any error messages you saw
    • Your device type and browser version

Last updated: See Release Notes for the latest version.