FAQ

FREQUENTLY ASKED QUESTIONS

We are here to guide you through every step. You can find answers to frequently asked questions or view our Help Center. You can always contact us if you have any questions!

How do I access my account?

To access your account, click Sign In at the top right of the page and enter your email address. You can request a sign-in link be sent to your email address to sign in without the need for your password or you can enter your password without requesting a sign-in link.

How do I reset my password?

On the Sign In page, click Sign in with password and then click on set new password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the email, click Reset Password, and you will be directed to select a new password before being redirected to the catalog page. If you have trouble remembering your password, you can also use our Passwordless Sign-In option by requesting a Sign-In Link on the login page.

How do I access the catalog?

Once you sign into your account, navigate the Catalog section (or equivalent section name) in the top menu to access all of our videos.

Can I download videos to save them to my device?

Our content is available for streaming only and cannot be downloaded directly to your device. However, you can access it anytime by signing into your account. If you're using our mobile app, you can save videos for offline playback, allowing you to watch your chosen videos later without an internet connection.

Why am I experiencing buffering or playback issues?

Buffering or playback issues are often related to your internet connection. We recommend a minimum speed of 25 Mbps for smooth streaming. You can also try refreshing the page, using a different browser, or clearing your cache.

Can I create multiple accounts with the same email address?

No, each email address can only be associated with one account. If you believe you already have an account and can’t remember the login details, please use the Forgot Password link.

How do I pause or cancel my recurring subscription?

To manage your subscription, log into your account and click on your Profile in the top right corner. From there, select Purchases. You can choose to either pause or cancel your membership by clicking End Membership.

How do I change my membership plan or update my billing information?

To change your membership plan or update your billing information, sign into your account and click Profile at the top right. Then, select Purchases. To change your membership plan, click on Manage Plan under the Membership section and follow the prompts to switch to a different option. To update your billing information, click on Change Payment Method under the Payment Method section and enter your new billing details.

Why is my credit card 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.

How do I purchase a gift subscription?

To purchase a gift subscription, scroll to the bottom of any page on the website and click “Buy a Gift Card” in the footer. You’ll need to log into your account or create one if you don’t already have one. Then, select the subscription or bundle you’d like to gift, choose the duration of the gift, and complete your purchase by entering your payment details. After purchasing, you’ll receive a confirmation page and a confirmation email with the gift code, and a shareable link that you can send to your recipient.

How do I redeem a gift subscription?

To redeem a gift subscription, use the link shared with you by the gift sender. Clicking the link will automatically apply the gift to your account. If you don’t already have an account, you’ll be prompted to create one.

What is the Refund Policy?

All sales are final.

Due to the nature of our services and digital offerings, Studio X Virtual (powered by Studio X, LLC) does not offer refunds on any memberships, subscriptions, programs, or purchases.

Your access to classes, challenges, programs, and other exclusive content will remain active until the final day of your membership term. After that, access will automatically expire unless renewed.

For Website Purchases (studioxvirtual.com):
If you purchased your subscription directly through virtual.studioxpilates.com, our Studio X support team can help with billing questions, cancellations, and account support. Reach out to us anytime at virtual@studioxpilates.com

For App Store Subscriptions (Apple or Google Play):
If you subscribed via the Studio X Virtual App through Apple or Google Play, all changes (including cancellations and refunds) must be made by you through your device’s account settings. Studio X cannot process or access in-app purchase details made through your app store provider.

You can manage your In-App Subscription by:

Viewing Your Subscription – See your receipt, trial period (if applicable), and next billing date.
Cancelling Your Subscription – Must be done directly through Apple or Google Play.
Restoring a Purchase – Use the "Restore Purchase" option in the app if you're having trouble accessing your content.
Requesting a Refund – You’ll need to request this through Apple or Google directly.

How-To Guides:

Manage or Cancel via Google Play
Manage or Cancel via Apple
Request a Refund from Google
Request a Refund from Apple

Still have questions or need help? We’ve got you.
Email us at virtual@studioxpilates.com and our team will be happy to assist.