Can't sign in
- Double-check the email address and that caps lock is off.
- Use Forgot password if you're not sure.
- Clear cookies for the site or try a private window if the page seems stuck.
Verification email not arriving
- Check spam and promotions folders.
- Confirm the address you registered with — typos are common.
- Request a new verification link from the sign-in screen.
Payment failures
Payment troubleshooting applies to supported fitting, equipment, account billing and coach lesson-package flows. Paid coach lesson checkout is not available in the current beta; coach-created unpaid one-to-one scheduling does not charge a card.
- Confirm the card is active and has funds available.
- Check the billing address matches what your bank has on file.
- Try a different card from the Payments section.
Booking and schedule issues
- If a slot disappeared, it was likely just booked by someone else — refresh.
- Cancelling a coach appointment updates its appointment state only; automated coach policy enforcement, charges, and refunds are not available.
- Time-zone mismatches usually come from an out-of-date profile — set yours in Settings.
Video upload trouble
- Use a modern browser and a stable internet connection.
- Very large files may take a while; wait for the progress bar to finish.
- If the upload fails, retry once before reporting it.
Still stuck?
Reach out via the Contact page. Include screenshots and what you were doing right before the issue so we can help faster.