App & Virtual Studio Members

🔒 Members Only: Help & FAQs

Welcome to your go-to resource for all things membership-related! Whether you're troubleshooting a tech hiccup or have questions about accessing your content, we're here to help.

🚀 Getting Started with Your Online Membership

  • You can access your classes in a few easy ways:

    📱 Download the HB Pilates & Fitness app to your phone:

    🖥️ Prefer a computer or browser?

    💡 Using a desktop and don’t see your program list?

    • Visit our Quick Access Links section below to jump directly into programs and resources.

  • If you're new to fitness or returning from a break (injury, postpartum, or just life), we recommend starting with one of these class types:

    🧘‍♀️ Gentle Pilates Mat

    • Slower-paced and beginner-friendly

    • Includes modifications for a variety of needs

    • Minimizes neck flexion (e.g. crunches), making it ideal for:

      • Neck sensitivity

      • Diastasis recti (DR) recovery

      • Arthritis or osteoporosis

    🪑 Pilates Chair

    • All exercises are done seated or standing with a chair

    • Perfect for avoiding floor-based positions like:

      • Hands and knees

      • Side-lying

      • Lying on your back or stomach

    💪 Feeling injury-free and ready for a challenge?
    You may enjoy starting with our:

    • Pilates Mat (moderate intensity)

    • Full Body Workouts focused on strength and conditioning

  • You’ll love our Pilates Chair program—created over 11 years ago for exactly this reason.

    You don’t have to be "old" or "fragile" to benefit. This class style is perfect for those who:

    • Recently had a knee or hip replacement

    • Are in their third trimester of pregnancy

    • Are carrying extra weight and find floor exercises uncomfortable

    • Have conditions such as arthritis, scoliosis, stenosis, degenerative disc disease (DDD), or spondylosis, and prefer smaller, safer movements

    🪑 Pilates Chair classes are offered live Monday–Friday at 10:00am PDT, and we have over 1,000 On Demand Pilates Chair classes available to Virtual Studio members.

  • If you’re looking for a more guided path—something that builds from week to week—one of our full-length programs is a great place to start:

    🧱 Fitness Foundations

    • Ideal for beginners or anyone returning from a break (injury, surgery, postpartum, or just life)

    • Focuses on core strength, mobility, and full-body stability

    ⚡ 20-Day Invigorate Challenge

    • Perfect if you’re injury-free and want something energizing and motivating

    • Great for building momentum, consistency, and strength

    💡 All programs are included for Annual On Demand and Virtual Studio members.

    💻 Using a desktop?
    Some programs don’t display automatically in the browser view. You can jump to our Quick Access Links below to open them directly.

  • While you can absolutely begin most Pilates classes using just your bodyweight, we highly recommend investing in two key items to get the most out of your experience:

    🧘 Essentials for Pilates:

    • Long flat resistance band – great for strength, support, and mobility work
      → Recommended 3-pack here(available in most countries)

    • Mini Pilates ball – ideal for core work, spinal support, and balance training
      → Purchase here

    These two props are simple, versatile, and used frequently across many of our classes and programs.

    🏋️‍♀️ Additional (optional) equipment you may see:

    • Light dumbbells – for strength-building and conditioning

    • Mini loop bands – great for glute and core activation

    • Gliders or small towels – used for dynamic movement and mobility

    • Foam roller – helpful for recovery, mobility, and core work

    Don't stress if you don't have everything right away—many classes include modifications using household items or bodyweight alternatives.

    👉 Want a full equipment breakdown?
    Check out our detailed video inside the HB Pilates & Fitness app where we walk you through each prop, how it's used, and which classes include them.

  • Yes! There are two ways to connect with the HB Pilates community:

    1. 🧩 Community Tab inside the HB Pilates & Fitness app

    This feature is available for all members and allows you to post wins, ask questions, and engage with other users. That said—most of our members prefer using our private Facebook groups.

    2. 💬 Private Facebook Groups (most popular)

    Our Facebook communities are where most of the connection, support, and extra tips happen. We host check-ins, announcements, and conversations inside two separate groups:

    Whether you're looking for support, motivation, or just want to see what others are doing—we’d love to have you join the conversation.

  • If you're accessing the HB Pilates & Fitness app from a computer and don’t see the full program library, no worries! Use the links below to access everything directly (just make sure you're logged in):

    📌 These links will only work if you're logged in and your membership includes access to the program. If you run into trouble, contact us here and we’ll help you out!

⚙️ Tech Support

  • If you're having trouble getting your videos to play, try these steps:

    For iOS (iPhone/iPad):

    1. Make sure you're connected to Wi-Fi or have a strong cellular signal.

    2. Close the app completely and relaunch it.

    3. Check for updates in the App Store.

    4. Restart your device.

    5. Still not working? Try deleting and reinstalling the app.

    For Android:

    1. Check your internet connection (Wi-Fi or cellular).

    2. Force close the app and open it again.

    3. Update the app via Google Play.

    4. Restart your device.

    5. If needed, uninstall and reinstall the app.

    If issues persist, email us HERE and we’ll get you sorted ASAP!

  • You’ve got a few options, depending on your setup:

    iOS (iPhone/iPad):

    • AirPlay: Make sure your TV or streaming device (like Apple TV) supports AirPlay and is on the same Wi-Fi network. Tap the AirPlay icon on the video screen and select your device.

    Android (Google Play):

    • Chromecast: Tap the Cast icon (usually in the top right corner of the video screen). Make sure your TV or Chromecast is on the same Wi-Fi network.

    HDMI Cable (hardwired option):

    • Use a compatible HDMI adapter (Lightning to HDMI for iPhone, USB-C to HDMI for most Android devices).

    • Connect the adapter to your phone and plug it into your TV using a standard HDMI cable.

    • Switch your TV to the correct HDMI input.

    • Play the video on your phone—it should mirror directly onto your TV screen.

    Need help figuring out the right setup? Try one of these options:

    • Google it:
      Search for:
      “How do I connect my [year/make/model phone] to my [year/make/model TV]”
      or
      “How do I stream from my [year/make/model phone] to my [year/make/model TV]”

    • Visit a local electronics store:
      Take a clear photo of your TV’s brand/model label (usually found on the back), and bring your phone with you. Ask a store associate for help connecting the two—they can recommend the exact adapter and cable you’ll need.

  • Here’s a general checklist:

    • Check that your app and phone software are up to date.

    • Restart your phone.

    • If issues continue, try deleting and reinstalling the app.

    • Still having trouble? Reach out to our support team HERE with your device type and what you're experiencing.

💳 Membership & Billing

  • You can update your payment method at any time through the mobile app or our scheduling website, regardless of where you originally signed up:

    • Log in via the app or at app.arketa.co/hbpilates

    • Click on your Account (profile icon)

    • Select Payment Methods

    • Update or replace your card details

    Keeping your payment info current ensures uninterrupted access to your classes and programs.

  • Billing cycles are either monthly or annual, depending on the plan you selected at checkout. Your billing schedule is visible in your account at any time.

    📌 Late or failed payments may result in delayed or restricted access to classes and programs, and can lead to removal from all current program access.

  • You can cancel anytime before your next billing cycle—no penalties or fees.

    Here’s how to cancel via the app or website:

    1. Click on your Account

    2. Tap Active Credits + Memberships

    3. Locate your membership and click Cancel

    Virtual Studio members must email us directly to process their cancellation.

    📅 To guarantee cancellation before your next billing date, please provide 7–10 days’ notice.
    ⚠️ Requests will not be accepted via Instagram, social DMs, or phone.

  • No. Because all content is delivered digitally and access is instant, we do not offer refunds for any reason once a payment has been processed.
    No exceptions.

    💡 For example:
    If you’re on a monthly payment plan for an annual membership, you're committed for the full term. Early cancellation stops future billing after the contract ends but does not void remaining payments.

  • Yes! Switching from a monthly to an annual membership is a great way to unlock access to all programs and enjoy additional membership savings.

    Here’s how to make the switch:

    1. Cancel your current monthly membership first (via the app or website)

    2. Once canceled, purchase the annual membership of your choice

    If this feels confusing or you want support during the transition, don’t hesitate to reach out to our team—we’re happy to walk you through it step by step.

  • If your payment fails, our system will retry it automatically. In the meantime, your access may be restricted. If payment continues to fail, your account will be paused and you’ll be removed from program access until it's resolved.

    To update payment details:

    1. Click your Account

    2. Tap Payment Methods

    3. Add a new card or update existing info

  • No. Due to the digital nature of our programming and instant access to content, we do not issue refunds under any circumstances.
    No exceptions.

  • Yes! We offer both monthly and annual membership plans. Annual plans offer a discounted rate, unlock additional bonus programs, and are perfect for members who want to commit to long-term growth and consistency.

  • We’re happy to assist! Please email our team using the contact info found on your payment receipt or on our website.
    ⏳ Make sure to reach out at least 7–10 days before your next billing date to ensure we have time to process your request.

🔐 Account Access

  • No worries! You can reset your password in just a few steps:

    1. Go to app.arketa.co/hbpilates or open the mobile app

    2. Click “Log In”

    3. Select “Forgot Password?”

    4. Enter the email address associated with your account

    5. Check your inbox for a reset link (be sure to check spam/junk too!)

    Still stuck? Reach out to our support team and we’ll help you get back in.

  • Yes! You can update your email address directly through the app or the website—no need to contact support.

    Here’s how:

    1. Log in via the app or at app.arketa.co/hbpilates

    2. Click on your Account (profile icon)

    3. Select Edit Profile

    4. Update your email address and save your changes

    That’s it! Your login credentials will update immediately with your new email.

  • Yes! You can log in to your account from multiple devices—your phone, tablet, or desktop. Just use the same email and password across all devices. For the best experience, we recommend staying logged in on the mobile app for easy access on the go.

  • This can occasionally happen if there’s a delay between your payment processing and your membership activating. Here's what to do:

    1. Double-check that you're logged into the correct email/account

    2. Refresh the app or log out and log back in

    3. If it still shows no active membership, send us a message with your payment receipt and we’ll look into it right away

    💡 In rare cases, this can happen if there was a typo in your email address during sign-up. If you think that might have happened, don’t worry—we can help! Just reach out to us so we can get everything sorted for you.

📲 Using the App

  • To view all of your available classes and programs:

    1. Open the HB Pilates & Fitness app or log in at app.arketa.co/hbpilates

    2. Tap on the “Library” or “Programs” tab

    3. Browse by category, program, or filter by class length and focus

    4. Tap on a class to start streaming instantly

    💡 Tip: You can also favorite or bookmark classes to find them quickly later.

  • To easily revisit your go-to workouts:

    1. Tap on the class you'd like to save.

    2. Next to the calendar icon, tap the heart icon ❤️.

    3. When the heart turns blue, that class has been added to your Favorites.

    To find your saved classes, head to the Home tab and scroll to the Favorites section.

    👉 Prefer a walkthrough? Check out my Instagram Story Highlights or visit our private Facebook community.

  • Yes! Here’s how to add classes directly to your personal calendar:

    1. Open the class you’d like to schedule.

    2. Tap the schedule/calendar icon.

    3. Select “Add to Calendar” and choose the date + time you want to take the class.

    📲 Important: You may need to allow the HB Pilates & Fitness app to sync with your device’s calendar in your phone settings the first time.

    👉 Need a visual? Check out my Instagram Story Highlights for a step-by-step demo.

  • Yes! You can download classes to access them when you're traveling or without Wi-Fi. Here's how to set yourself up for success:

    Before downloading, be sure to:

    • ✅ Have a strong Wi-Fi connection

    • ✅ Ensure your phone has enough available storage

    Once downloaded, classes will remain accessible within the HB Pilates & Fitness app on your device (not your photo gallery or files).

    👉 Watch a quick how-to on my Instagram story highlights.

  • We love a good progress streak! Here's how you can stay motivated:

    • Go to the Home tab of the app to view your:

      • Total classes taken

      • Classes completed in the last 30 days

      • Weeks you've stayed consistent (tracked automatically!)

    📓 Pro tip: For strength-based classes, leave a comment under the video with the date and weights used. It's a simple but powerful way to track improvements over time.

  • Try these basic troubleshooting steps:

    1. Refresh the page or log out and back into the app

    2. Force close the app and relaunch it

    3. Ensure your app is updated to the latest version

    4. Toggle between Wi-Fi and cellular data

    5. Restart your device

    If the issue persists, contact our support team with your device type and a quick description of the problem—we’re happy to help!

💻 Quick Access Links (for Desktop Users)

If you're accessing the HB Pilates & Fitness app from a computer and don’t see the full program library, no worries! Use the links below to access everything directly (just make sure you're logged in):

📌 These links will only work if you're logged in and your membership includes access to the program. If you run into trouble, contact us here and we’ll help you out!