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.
Please include all of the following when you contact us
What device are you using?
For example: iPhone 14, iPad Pro, Samsung Galaxy S22, MacBook, Windows laptop, Chromebook.What operating system version?
iPhone / iPad: go to Settings → General → About → Software Version
Android: go to Settings → About Phone → Software Information
Mac: go to Apple menu → About This Mac
Windows: go to Settings → System → About
Are you using the app or a browser?
If using a browser — which one? (Chrome, Safari, Firefox, Edge) And which version?What is your internet connection?
Are you on wifi or cellular data? Is your connection stable?What exactly is happening?
Describe the issue as specifically as you can. For example: "The audio disappears after about 2 minutes and comes back when I pause and replay" is much more helpful than "the video doesn't work."Which piece of content is affected?
Tell us the name of the class, replay, or course session where the issue is happening.Has this happened before?
Is this a one-time issue or does it happen consistently? On one piece of content or all of them?
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?
Email us at [email protected] with the information from the list above and we'll investigate.