Frequently Asked Questions

GENERAL QUESTIONS

How do I access the live classes?

If you are a member you do not need to book onto our live classes. A countdown timer will show on the screen and the class will go live as the time advertised. If you have purchased a single live class, you can login to your account and the class will appear in 'My Library' - you can then follow the above instructions.

You will be able to see the teacher during a live class but they will not be able to see or hear you, however, they will be able to see who is participating live. You can join in a live chat with the teacher in the side panel to say hello and give any feedback! 

Will I get a recording of the live classes?

Absolutely! We will be recording all of our live classes, so even if you can't make the set time, you can then access it to do at a later date. We will aim to have the live class recordings uploaded within 24hrs for you to access anytime.

What is the live class schedule?

We will monitor and review our live class schedule, initially we will run live classes on weekends, but if there is demand for weekday live classes we are happy to review this. Please feel free to make any requests via email! 

Can I favourite a class?

If you want to remember a class you have done, you can favourite the class and it will appear at the top of your video library. You can also do this with live classes that you want to attend as a little reminder.

Can I play music during the classes? 

Some of our classes come with a suggested playlist - for example, some barre and fusion classes are designed to a set playlist. You will need a second device to be able to access our playlists. Feel free to play your own music, or look at our playlists on spotify here!

What equipment do I need?

Our classes can all be done without equipment. If we are using equipment in class, we will add this to the class description. We sometimes use chairs, balls, blocks, light hand weights, bands, sliders and yoga bolsters. You can usually substitute the equipment for items in your home, e.g. instead of light hands weights you could use soup tins, or instead of a bolster you could use cushions.

How regularly will new classes be uploaded?

You can expect new classes to be filmed and recorded every week from the coco teaching team. New content will be uploaded weekly to the club.

ACCOUNT QUESTIONS

How do I reset my password?

On the login page, click Forgot Password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the instruction email, click Reset Password and you will be directed to select a new password before being redirected to the catalog page. 

How do I change my password?

Once signed into your account, you can change your password by clicking My Account or Dashboard from the top navigation menu. Select Password and update your password. 

I can't login, my email or password isn't recognised:

Please double check the spelling of your email and password. If you’re still stuck, email us at sally@cococollective.co.uk

How do I update my billing information?

Once signed into your account, you can update your billing information by clicking My Account or Dashboard from the top navigation menu. Select Billing and update your billing information. 

How do I cancel my recurring subscription?

Once signed into your account, you can cancel your recurring subscription by clicking My Account or Dashboard from the top navigation menu. Select Billing and locate your subscription plan at the bottom of the page.  Click Change Plan and Cancel Membership. Your membership will be cancelled and your access will be removed at the end of your current payment period.

My credit card is being declined.  Why is that?

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.

Can I get a refund if I cancel in the middle of the month?

All subscriptions are paid in advance of the upcoming month. If you decide to cancel your subscription before the end of your month, you will lose access and not be eligible for a refund. We do not offer refunds for change of mind.

PLAYBACK QUESTIONS

My video does not playback smoothly. How can I fix this?

Video playback depends on several factors. To improve your playback experience, make sure you have a fast, stable internet connection. We recommend using the most recent version of Chrome, Firefox, or Safari. You may experience playback issues with outdated devices and browsers.

Can I watch videos using Chromecast and AirPlay?

Yes! Both Chromecast and Airplay are compatible with our site. To use Chromecast: Locate the Chromecast icon in the bottom right corner of the video you want to cast. Click the icon and select the correct Chromecast from the pop-up in your browser. To use AirPlay: Open the video on your apple device and click the AirPlay icon in the bottom left corner.

Can I watch videos on my TV without using an app?

Yes. By connecting your laptop directly to your TV with an HDMI cable, you will be able to watch videos from our site on your TV.

Can I watch videos on my phone or tablet without using an app?

Yes. Our website adapts to phone and tablet browsers so you can watch our content anywhere!

Which browsers are supported?

While we recommend using the latest version of Google Chrome, we also support Firefox and Safari browser released within the last five years.  You may experience playback issues when using an out of date browser or any version of Internet Explorer.