Still have questions? Email us at yoga@pranayogastudio.ca
GENERAL FAQs:
PURCHASING A SUBSCRIPTION
Subscribing to Prana Yoga Online means you will have unlimited 24/7 streaming access to all videos we have included in the Subscription package for a recurring monthly or yearly price. The number of videos included in the Subscription package can vary. We may add or remove videos from time to time.
MY VIDEO DOESN’T PLAY BACK 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.
MORE TIPS TO HELP PLAYBACK ISSUES:
1. Make sure you have a fast and stable internet connection. We recommend a minimum download speed of 10Mbps for smooth playback.
2. Try refreshing your browser, or switching to a modern browser like Google Chrome, Firefox or Safari.
3. Restart your wireless router or modem.
MY CREDIT CARD IS BEING DECLINED. WHY IS THAT?
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.
HOW DO I UPDATE MY CREDIT CARD?
Changing your credit card information is easy. Sign in to Prana Yoga Online, then follow these simple steps:
DASHBOARD > Billing
I CAN'T REMEMBER MY PASSWORD. WHAT DO I DO?
If you have forgotten your password, simply click on “Sign In” from the Menu. You will be taken to the Sign In page. Click “Forgot Password”, enter your email address when prompted and click “Send Instructions”. You will then be sent an email with instructions on how to reset your password.
HOW DO I CHANGE MY PASSWORD?
Once signed into Prana Yoga Online, you can change your password by selecting DASHBOARD > PASSWORD in the menu.
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 yoga@pranayogastudio.ca and we’ll assist you in getting back in.
WHAT IF I CAN'T FIND MY CLASS?
If you cannot find your class, search it in the search bar and add it to your Favorites list. To add a video to your Favorites list click on the little heart that appears under the video. To delete a video from your Favorites list play the video and click the star again. It will then be removed from your list.
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. If you are on a yearly subscription you may cancel at any time but will not be refunded for the remaining period of your subscription. You will still have access to the videos until your year ends. No further charges will be made once you cancel your subscription.
HOW DO I CREATE A FAVORITES LIST?
To add a video to your Favorites list click on the little star that appears under the video. To delete a video from your Favorites list play the video and click the heart again. It will then be removed from your list.
SHOULD I PRACTICE USING THE VIDEOS IF I AM INJURED, HAVE MEDICAL CONDITIONS, OR AM PREGNANT?
If you have past or present injuries, medical conditions, or are pregnant, check with your doctor first before doing any yoga. No matter what your experience, listen to your body.