FAQ
Frequently Asked Questions
QUESTIONS ABOUT THE WORKOUTS
How do I join and get started?
You can join by subscribing through our website or downloading the Fit by Coach Kel app on Apple or Google Play. Please note that subscribing on the website will give you a discounted rate! If you join through the website for the discount, you can then download the app and log in with your username and password (please ensure you don't create a second subscription when you log in to the app).
What equipment do you recommend?
The equipment needed varies by class, and many classes require no equipment at all! I recommend starting with a Pilates mat, light weights (1-5 lbs), and a small Pilates ball. For some classes, we may use a loop band, ankle weights, and dumbbells. You can find links to all the recommended equipment HERE.
What types of workouts are available on the platform?
Our platform features a wide range of workouts, including Pilates, barre, yoga, fusion (Pilates, weights, and HIIT), sculpt, dance, and more. We also offer specific categories such as wrist-friendly, prenatal-friendly, no planks, and beginner friendly workouts.
BILLING AND ACCOUNT QUESTIONS
How do I change my password?
Once signed into your account, you can change your password by clicking My Account or Dashboard from navigation menu. Select Set New Password or Edit Profile and update your password. If you forgot your password and need to reset it: Click Forgot Password on the Login page, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the instruction email, click Reset Password and you will be directed to select a new password before being redirected to the catalog page.
How do I update my billing?
Once signed into your account, you can update your billing information by clicking My Account or Dashboard from the top navigation menu. Select Purchases and click Change Payment Method.
How do I cancel my subscription?
Once signed into your account, you can cancel your recurring subscription by clicking My Account or Dashboard from the top navigation menu. Select Purchases and click Cancel Membership. Your membership will be cancelled and your access will be removed at the end of your current payment period.
Why is my credit cad being declined?
Many credit/debit cards have online purchase restrictions. If your card is being declined, please 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.
What is the Refer a Friend feature?
Refer a Friend provides you with a custom referral link that you can share with friends and family. When the link is shared and the referred user signs up, you will receive 30 free subscription days. Please note that this feature is only available to those who join via the website and is not available for those who join through the app. You can find your referral link by selecting My Account from your navigation menu. Select Refer a Friend. Copy the link to share.
What is your refund policy?
You may read our refund policy here.
PLAYBACK QUESTIONS
I am having playback issues with the videos. How do I fix this?
Most video playback issues can be resolved by clearing your browser cache and cookies. 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.
I signed up on the app but am unable to access the videos. What do I do?
You may experience this issue if you sign-up using a “guest account” in the app. To solve this issue, go the Account tab in the app; if you don't see the "Create Account" option, delete and reinstall the app. Once you have created an account, go to the Account tab, select "Join Now" and select "Already a Subscriber". There should be a link underneath the Sign In button that says "Restore Purchase". Once you click on this link you should be able to access your account and content. If you still cannot access your account please email us at support@fitbycoachkel.com.