Help and Support2019-09-30T21:46:17+01:00
How do I upload or change my profile picture?2020-12-02T09:26:49+00:00

To upload a profile picture of yourself go to the COMMNITY page and click on your profile name.

This will take you to your PROFILE PAGE. At the top of YOUR PROFILE page there is a circle with a blank grey profile image in it. Click on this image and it will open a dialogue box where you can UPLOAD your photo.

If you already have a photo and want to change it click DELETE and then UPLOAD a new one.

TIP: The easiest way to get a photo of yourself is to take a ‘selfie’ with your phone or tablet

How to change your card or payment method for a subscription2020-10-08T09:42:45+01:00
To change your card or payment method for a subscription log into your account dashboard:
Click on the ‘My Subscription‘ tab and then find the ‘CHANGE PAYMENT‘ button in the ‘ACTIONS‘ section.
This will take you to the page where you can add your new card details.
Click the ‘CHANGE PAYMENT METHOD‘ to complete the changes.
How to message class members2020-09-23T10:18:37+01:00

The MESSAGING feature allows you to contact members of your class or members who have applied to join your class.

You can access the MESSAGING feature by clicking on the ENVELOPE ICON in the blue bar at the top of the community page.

Or go to this URL:

If you type at least 3 characters in the RECIPIENT field you should get a dropdown of members to choose and add. If your member does not appear in a list please contact us. (Tip: try the surname if the first name doesn’t work).

Romany explains how to use the messaging feature in this video:

How do I accept applications to join my online class?2020-07-18T11:27:05+01:00

To see pending requests, go to your class page and click on the ‘MEMBERS’ button.

You will see tabs for:

‘All Members’: Those already in your class

‘Management’: Group managers (you!)

‘invited’: Members you have invited (but who have not yet joined)

‘pending’: Members who have requested to join (but you have not yet accepted)

When you receive a request you can click on the member’s profile and find out a bit more about them. You can also message them if you have any questions.

If you are happy to accept them you can click on ‘Approve’.

Even being listed as a ‘Local Class’, you may receive requests to join from people outside of your area.

Alternatively you can ‘Reject’ the request and send them a message to apologise but state you are looking for class members from your region only, but there are global classes if they go to the Global category.

How do I view class members without a profile image?2020-07-18T11:26:14+01:00

When viewing your class members page make sure the view ‘Only members with avatars’ is unchecked:

How do I remove a class member2020-07-20T10:08:06+01:00

You may want to remove a class member because they have not engaged in any classes or replied to any messages (they may even have stopped subscribing).

To do this:

  • go to your class and click on ‘members’.
  • In the members list find the member badge and click the cog in the right hand corner.
  • Click ‘remove’.
If a class member is being unhelpful or abusive please report them to a Spirit Lifestyle Team Member 
Closed Captions and Subtitles2020-01-15T10:52:49+00:00

We are keen to introduce closed captions and subtitles and we are working to roll out this feature across the whole catalogue. If Closed Captions are available on a video you will see a ‘CC‘ icon in the ‘transport bar’ or ‘play bar’ at the bottom of the video:

Spirit Lifestyle Closed Captions

Click on this ICON to toggle captions on/off (and to see alternative languages if available).

How do I cancel my subscription?2020-01-21T13:51:42+00:00

You can cancel your subscription any time by doing the following:

Go to your Subscriptions List and click ‘VIEW‘ by the subscription you need to cancel (link below),
once on the Subscription Page click on Actions ‘CANCEL’ – this will stop the next payment going out, your subscription remains live until that date:


Alternatively click on ‘My Account’ link at the bottom of the page.

Why can’t I play videos on Linux / Ubuntu?2017-01-20T16:11:19+00:00

In order to play our videos on Ubuntu (and some other Linux operating systems), you will need the following packages:



If you’re using a Linux OS other than Ubuntu and this doesn’t do the trick, we recommend reaching out to the OS community for assistance.

Why does my video start and stop (buffer) during playback?2017-01-20T16:12:12+00:00

If you’re experiencing excessive buffering during playback, it’s probably because your Internet connection cannot support continuous playback of the selected video quality. Switch to “Auto” in the quality menu (the icon at the bottom of the video). This will allow the player to select the best quality video file to stream. If “Auto” is not available, switch to one of the lower quality options.

You may also want to try one of the following:

  • Close extra browser tabs or other applications that may be using up your bandwidth.
  • Make sure you’re using the latest version of your browser.

What does “Auto” mean in the quality menu?

When you have “Auto” selected in the quality menu, our player will intelligently select the best quality for your particular network connection. This means you’ll avoid buffering delays and enjoy an uninterrupted viewing experience.
How do I close a full screen video window?2019-05-29T05:37:54+01:00

To close a full screen video window do one of the following:

  1. Press the ESC key on the keyboard
  2. Move the mouse curser to make the transport bar appear at the bottom of the video – click the right hand icon with the arrows pointing inward
  3. PC: Right click on the screen choose ‘Exit full screen’ from the drop down menu

Still having trouble?

For technical and account support email us at












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