faqs

Frequenly Asked Questions

 

If you couldn’t find your question in the list, please contact us on hello@yogaholics.com.au to submit your question.

How do I register for YOGAHOLICS?

You can register for your Free 10-Day Trial of YOGAHOLICS on by clicking “Start Free Trial” in the menu.

Do I get a discount if I am a Power Living member?

As a Power Living member, you will have received an email communication containing your unique discount code to apply at the checkout when you register. This will apply the $12 membership price to your account.

What is the optimal computer and bandwidth requirements for streaming the videos on YOGAHOLICS?

YOGAHOLICS is designed to work on all major, modern browsers (Chrome, Safari, Firefox, Internet Explorer 9 and above) on PC and Mac, as well as smartphones (iOS, Android) and tablets.

YOGAHOLICS hosts all our videos through Vimeo all upload, and playback settings are set to Vimeo’s best practice guidelines.

Why does my video start and stop (buffer) during playback?

If you’re experiencing excessive buffering during playback, this could be for a number of reasons. It could be because your Internet connection cannot support continuous playback of the selected video quality.

All our videos are uploaded through Vimeo in “Auto” mode which allows the player/device to select the best quality video file your streaming capabilities. It could also be a problem with one of the ‘hops’ (connections) between your ISP (internet service provider) and the Vimeo server.

Unfortunately, if the problem persists you will have to contact Vimeo support:

https://help.vimeo.com/hc/requests/new 

Below is some specific information that the Vimeo support team may request: 

  • Hosting site with the problem: yogaholics.com.au
  • The video that you are trying to watch
  • Details of timing and playback issues
  • Their internet service provider and connection speed, if you have this information.
I can’t access the videos?

If you can’t access the videos you will need to check if your account is active and payment is up to date, it most likely that your account has been put On Hold due to a missed payment.

Once logged in if you select My Account from the top right menu bar, clicking Manage Subscriptions you’ll be able to see if a payment has failed.  You will not be able to access the video content if you’ve missed a payment.

Once this is corrected, please email us hello@yogaholics.com.au and advise us that you have rectified your payment issues, so we can ensure that you can access the classes.

How do I reset my password?

You can reset your password by clicking on My Account in the top right navigation menu or Manage My Account in the footer of the site; the option to update/reset your password can be found in the list of options displayed on this page.

Can I view the videos on an iPad or iPhone?

YOGAHOLICS is designed to work on all devices including iPads, iPhones & Android devices.

Can I pay for my subscription with a credit card, without a PayPal account?

You are able to pay for your YOGAHOLICS subscription using a Paypal account or via a credit card (we use Stripe as our credit card merchant service).

Once you have selected the product on the Start Free Trial page and the sign-up form is completed, you will be able to choose either credit card or Paypal.

Why can’t I register using PayPal?

You may not be able to register on the site using PayPal if your PayPal account is not connected to a credit card. If this is the case, you will need to log into your PayPal account and link a credit card to register.

Does my account get charged immediately after the 10-day free trial?

Yes, it does. When you sign up, you are required to enter in payment details, as your YOGAHOLICS subscription becomes active immediately after your 10-day free trial. Your account will be charged on day 11.

How do I cancel my account?

You can cancel your account by clicking on My Account in the top right of the navigation menu. Click “Manage Subscriptions” and cancel.

If you wish to cancel your YOGAHOLICS subscription, you can do this via My Account. If you send this request through to hello@yogaholics.com.au or cancellations@yogaholics.com.au, you must provide 24 hours notice during Monday – Friday.

For example; if your subscription is due to be withdrawn on Monday morning, you would need to email us on Friday morning for our team to action your request in time.

How do I update my payment details?

You can manage your account by clicking on My Account in the top right navigation menu or Manage My Account in the footer of the site, within this section you will be able to update credit card details and your details.

How quickly should I expect a response from the support team at YOGAHOLICS?

If you send an email to any of the YOGAHOLICS email addresses, we endeavour to get back to you within 24 hours, during office hours, Monday to Friday.

If you send an email over the weekend, please note that this will not be addressed until Monday morning.

My account was cancelled but I did not cancel it! What happened?

This may have occurred because you were billed and the payment was unsuccessful some times.  After a series of attempts, both Paypal and Stripe (credit card payment merchant) will cancel your account on your behalf.

If this has happened, please contact us on hello@yogaholics.com.au, and we can work through a solution with you.

Why is my account showing as ‘pending activation’?

Your account will be in pending status if you used Paypal or credit card but didn’t complete the process. There must be an issue on your individual Paypal account or credit card that’s causing it – please try reviewing your Paypal or Stripe (credit card) payment settings, subscription settings, etc. and then review the account status again.

If you have to have any difficulties, please contact hello@yogaholics.com.au.

Why is the amount charged different to the standard monthly amount on the website?

There may be a variance in the amount that is debited from your account since all YOGAHOLIC memberships are charged in AUD. If you are making a payment any other country, then the amount you are charged will be the converted sum after the currency exchange.

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