If you're taking a class on your phone / tablet (not connected to a TV)

If you are experiencing issues with either the picture, sound, or both — first check you have the latest version of the app installed. Please restart the app, as well as your phone or tablet. Also, check that you have the sound turned up. 

If the picture quality is not clear or the class stops and starts, there could be a problem with your Wifi/ data connection. Make sure your internet connection is strong. Try switching Wifi off and on and/or connect to 4G. 

If the app shuts down completely during the class, please make sure you have the latest version of the app installed.  

For further assistance, please contact [email protected] and provide as much information as possible, including the steps you’ve taken, what class you’re having the problem with and any screenshots of error messages. 

If you're taking a class connected to your TV

Check whether the problem with the class occurs when you’re not connected to the TV. If so, please follow the steps mentioned above. 

If the problem only happens when you’re connected to the TV, please check you have the latest version of the app installed. Restart the app, as well as your phone or tablet. Also check that you have both the sound on your phone and TV turned up (if relevant to the problem). 

If you’re connecting via an HDMI cable, please unplug the cable, restart your iPhone / iPad and TV, and reconnect the cable to your TV and mobile device in the following order: 

We recommend that you plug the USB lead into a mains power socket. Newer TVs may provide enough power for the cable to work, in which case you can use your TV as the power source but older TVs will not provide sufficient power.

If you've tried these steps and the cable still doesn't work, contact [email protected]