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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 classes.

Can I download classes 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 classes for offline playback, allowing you to watch your chosen classes 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?

Due to the nature of our business and services provided by Pilates Project International LLC, all sales are final.


To protect the programing of Pilates Project International LLC, all classes, programs, challenges, events and everything included in membership/subscription, expires on the last day of your membership.


For any additional questions or concerns regarding our terms of service please contact support@pilatesproject.com


If you have purchased through the PilatesProject.com website directly, the Pilates Project support team will be able to help you with all subscription/membership requests including billing questions, cancellation requests, etc. 


For Subscriptions purchased within the Pilates Project App (via Apple or Google Play), ALL changes to In-App Subscriptions MUST be made by the User directly. All payments for In-App Subscriptions are processed through the App Store and are not available for cancellations through the Pilates Project team/platform directly, as we do not have access to your In-App Purchases on your device.


You can manage your In-App Subscription in your device/account settings including:

  • View Subscription: Receipt for payment, date trial ends, next payment date

  • Cancel Subscription: You must cancel from where subscription was purchased (see below How To)

  • Restore Purchase: Follow the Restore Purchase steps in the app if you have an active In-App Subscription but can't access content and/or can't login using your email

  • Request a Refund: User wants a refund for In-App Subscription

HOW TO:

You can always contact us with any questions or help needed! support@pilatesproject.com