Before we can help — what we need to know
If you're experiencing a technical issue — video not playing, audio cutting out, content not loading, or anything else — the fastest way to get it resolved is to send us the following information upfront. This lets us skip the back-and-forth and get straight to a solution.
Quick fixes to try first
Before contacting us, try these steps — they resolve most playback issues:
Refresh the page or close and reopen the app
Check for updates — make sure your device OS and app are on the latest version
Switch browsers — if you're using Safari, try Chrome (or vice versa)
Try a different device — if the issue only happens on one device, it's likely a device-specific setting
Check your wifi — move closer to your router or switch to a different network
Clear your browser cache — in Chrome: Settings → Privacy → Clear browsing data
iOS app + captions — if you're watching in the Face Yoga Method app on iPhone or iPad and the video isn't playing correctly, try turning off captions. There is a known issue with captions in the iOS app that we are actively working to resolve.
Still not working?
Reply to this message with the following information and we'll investigate:
What device are you using? (e.g. iPhone 14, Samsung Galaxy, MacBook, Windows laptop)
What operating system version?
iPhone/iPad: Settings → General → About → Software Version
Android: Settings → About Phone → Software Information
Mac: Apple menu → About This Mac
Windows: Settings → System → About
Are you using the app or a browser? If a browser — which one and which version?
What is your internet connection? Wifi or cellular? Is it stable?
What exactly is happening? Be as specific as possible — e.g. "audio disappears after 2 minutes and comes back when I pause and replay"
Which content is affected? Name of the class, replay, or course session
Has this happened before? One-time or consistent? One piece of content or all of them?