Frequently Asked Questions
- 01
LIVE STREAM classes are included in Free Trial, 1 Week Online, Monthly Online or Yearly Online memberships. Join from the ONLINE STUDIO page on the website. The app does not support live classes; however, the replay will be availble on both website and app. Simply log into the ONLINE STUDIO at class time and visit the "Live Stream + Replays" channel. Select the class you wish to view and you will see LIVE on the screen. Refresh your browser if you do not see the live feed at class time.
UPCOMING CLASSES will have the date and time on the top right of each class in the Live Stream + Replays channel (pictured below). Click the +Bell icon or calendar (top left) to add a class to your Google calendar. Sign up is not required.
CATCH THE REPLAY anytime. Once the live class has ended, the video will be available on demand, in the Live Stream + Replays channel. It takes about 30 minutes for the video to transcode and appear on demand.
If you have questions, please email hello@thegoodbarre.com I am available to help you every step of the way.
- 02
Key trouble shooting steps if videos are not playing website:
Clear cache and cookies: Most playback issues can be resolved by clearing your browser's cache and cookies
Update your browser: Ensure that you are using the latest version of your web browser.
Check internet connection: Verify your connection is stable and working properly.
Try a different browser: Access the on demand page using a different web browser (Safari, Chrome, Firefox) to see if the issue is browser specific.
Check for browser extensions: Temporarily disable any browser extensions that might interfere with video playback.
Try viewing on the member's app. Invite code is VZFDL6 Download for iOS + Android.
Trouble shooting videos not playing steps for member's app:
Verify that you are logged in by clicking the person icon, top right of any screen.
Close and reopen the app.
Videos are filmed in HD 1080 and auto play on HD quality. If videos are buffering you may need to lower the quality if your internet is not supporting HD playback:
Click Settings (gear icon) at the bottom right of each video on desktop
Adjust quality to a lower setting 720 or 480
- 03
If you are experiencing financial setbacks, which affect your ability to pay, please email hello@thegoodbarre.com. Movement is an important tool to reduce stress, I am here to support you when you need it.
- 04
Cancel your on demand membership at anytime with the following steps:
Log into your account.
Click your member profile at the top of the site menu.
Click My Subscriptions in the drop-down menu.
Click the More Actions arrow next to your plan.
Click Cancel Subscription.
Click Yes, Cancel to confirm.
If you would like help with a cancelation, please email hello@thegoodbarre.com or click the chat box.
*If you purchased your Monthly membership on the 4th day of the month, be sure to cancel before the 4th of the next month. Refunds will not be issued for renewals. Check renewal dates:
Log into your account.
Click your member profile at the top of the site menu.
Click My Subscriptions to view details of your plan.
- 05
The following equipment is recommended, but not required, for on demand workouts:
Pilates ball
Resistance band
5 lb dumbbells
3 lb dumbbell
Glider (use a towel)
Yoga blocks
10 lb power ring or dumbbell
Here is a list of inexpensive equipment on Amazon
My studio features Bala equipment. My mat, power rings, wrist/ankle weights, 3 lb dumbbells, resistance bands, and Pilates Balls are Bala. 15% discount code THEGOODBARRE15 Shop Bala here.
If you have questions or would like assistance selecting equipment, email hello@thegoodbarre or click the chat box.
- 06
Yes, clients can change their membership from monthly to yearly with the following steps:
log in to your account
Go to Premium Subscriptions in your account dashboard
Click the plan you want to change
Click the More Actions icon next to the selected plan
Click Change Plans from the options
Select the desired plan from the available options
Follow the on-screen instructions to complete the plan change.
If you need assistance, please email hello@thegoodbarre.com.
- 07
This can happen if there is an issue with your card or with your bank. Example, card expired or bank suspects fraudulant activity on the card.
You can update your card using the following steps:
Open profile by clicking the person icon in the header
Open My Wallet to add a new card
If updating your payment method does not relove the issue, email hello@thegoodbarre.com.
- 08
Here are steps to take if you are being prompted to pay (to enter online studio or watch a video) when you have a membership:
log out and log back in to your account
Check your account (Click profile, select My Subscriptions) to make sure the plan is active
Restart your device
Clear browser history/cache
Check that your browser is up to date
Close any other The Good Barre tabs
If you need help with these steps, or have tried them and are not able to access videos, please email a screenshot to hello@thegoodbarre.com