Below are some common answers to help guide you on the tech side. Tech support is available Monday -Friday 10am – 5pmET + during all livestream class hours by emailing firstname.lastname@example.org.
Can’t find your class stream or series page?
Be sure you are logged in here first. Once logged in, My Livestreams appears in the top menu bar. If you do not see My Livestreams then you are not logged in.
On desktop or laptops: hover over My Livestreams and a dropdown menu with your active stream pages will appear. Click the link for the class you want to join live or on-demand.
On mobile devices: Click to open the menu (top right) and find My Livestreams. Click the black arrow next to it and a dropdown menu with your active stream pages will appear. Click the link for the class you want to join live or on-demand.
Can’t find your login credentials?
If you purchased a pass without making a login first, your temporary password was emailed to you. Sometimes this email lands in your spam folder, so be sure to check there! If you still can’t locate it, email email@example.com and we can generate a new one for you.
Where can I find on-demand classes?
The on-demand library is found below the player on your stream page. We store the last 30 days of classes in this library. You can use the search bar to find specific classes, such as the class name or a teacher name to filter the results.
I’m on the stream page, how do I start a class?
To play a live broadcast that you know is happening now, click play on the player.
If you would like to play an on-demand class, you can search the library below the player to find your class (the search field is helpful to filter for teacher name, class name, date, etc). Locate the class you want to play and click the image or the blue title link. This will load the class in the player above to play.
For the Dancing With Myself on-demand special series, each session has its own play box on the page. Click the white play button (towards the left side) on any image and it will load the player. See below if you’re having trouble with sound or would like to make the player larger.
Why can’t I hear sound?
Usually if someone can’t hear sound it is for one of two reasons:
1- You are used to receiving sound in the zoom room. Due to our music licensing and tracking system, all sound is only played through the player on the stream page. Zoom is only for visually connecting with dancers. Be sure to have the stream page open and and press play on the player when class starts.
2- Your player sound is muted. If you hover over the bottom of the player with your mouse, you’ll see a small menu bar appear. There is a sound control here. Be sure its not set to mute.
The player is really small. Can I make it larger?
If you hover over the bottom of the player with your mouse, you’ll see a small menu bar appear. To the right there is a symbol that is two arrows pointed diagonally away from each other. If you click that, the video player will be become full screen. Press your escape key on your keyboard to minimize and return to your regular browser.
Can I arrive late?
Once class starts you can either start at the beginning of the class or catch up to the current LIVE point in the player.
You can also choose to start from the beginning as well and dance the full class.
Can’t find your answer here?
Email our teach support at firstname.lastname@example.org