FAQs

FAQs

WHAT IF I WANT TO CANCEL OR RECEIVE A REFUND FOR MY STREAMING SUBSCRIPTION?

You may cancel anytime after the minimum enrollment of three months. Please contact us to cancel or request a refund.

MY STREAMING SUBSCRIPTION IS ABOUT TO EXPIRE. WHAT SHOULD I DO?

If you are interested in renewing, simply purchase the new desired subscription (6-month or 1-year) on tracyanderson.com/shop or contact us. Note that your new subscription starts from the date of purchase, regardless of the expiration date of your current subscription.

WHAT HAPPENS IF I RENEW MY STREAMING SUBSCRIPTION BEFORE THE EXPIRATION DATE?

To avoid double accounts and payments, wait until close to, or shortly after, the expiration date to order a new 6-month or 1-year subscription on tracyanderson.com/shop. Your new subscription starts from the date of purchase, regardless of the expiration date of your current subscription.

HOW CAN I CHANGE MY CREDIT CARD OR BILLING INFORMATION?

We’re happy to do this for you over the phone. Please call us at 866-518-6138, Monday through Friday, 8:00am – 10:00pm Eastern Time.

I FORGOT MY PASSWORD, WHAT DO I DO?

Click here to enter your email address and we’ll send you a link to reset your password.

I’M HAVING TROUBLE LOGGING IN TO TRACYANDERSON.COM, HELP!

If you’re having trouble logging in, please make sure you are using the correct email address and password. You may log in using your email address or username. If you’ve forgotten your password, no need to fret, simply reset it here.

CAN I CHANGE THE EMAIL I USE TO SIGN IN TO TRACYANDERSON.COM?

Yes! Login, and then go to “My Account.” Click on “Change Details” and change your email address. Additionally, please Contact Us if you want your changed login email address to also be the address we use to send notifications.

WHERE CAN I CHANGE MY PASSWORD?

Once logged in, head to MY ACCOUNT page, scroll down until you see the CHANGE DETAILS section, where you can change your password. You’ll be prompted to enter your current password, then you can create a new one. Confirm it by typing your new password a second time, click Save changes, and you’re all set!

WHAT ARE THE SUGGESTED SYSTEM REQUIREMENTS FOR STREAMING ON A LAPTOP?

A 1 gigahertz (GHz) or faster 32-bit (x86) or 64-bit (x64) processor. 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit).

DO I NEED A FAST INTERNET CONNECTION FOR HIGH DEFINITION (HD) VIDEOS?

Most residential cable and DSL connections should be more than adequate. If HD feels slow to load, try turning off any background applications that could be using up bandwidth. Or push the play button in the player and then pause to let the video buffer before viewing.

WHAT BROWSERS CAN I USE WITH STREAMING?

We support Chrome, Safari, Firefox, Opera, and Internet Explorer. Whichever browser you prefer, please use the most up-to-date version available to ensure that everything on the site works smoothly.

CAN I SCALE THE VIDEO TO FIT MY MONITOR?

You sure can!  Click the icon in the play bar that has four outward arrows (expand) and you’ll enter full-screen mode. When you’re in full-screen mode, the icon in that same location will have four inward arrows (collapse) to return to the original display mode.

HELP! I’M HAVING PROBLEMS. WHAT CAN I TRY?

Here are things you can try: 1. Try viewing the video at lower resolution. The gear icon in the lower right side of the player window allows you to choose Auto and a variety of quality levels. Usually “Auto” will be your best setting, but you can manually set it to something lower, e.g., 360p being the lowest. You can visit this website for more detail on playback quality and buffering.  2. Close applications and other browser tabs and windows that you aren’t using. 3. Clear the browser cache. 4. Clear cookies from your browser. 5. Try another Web browser. 6. Try another device, if possible. If you’re using a tablet or phone, try a computer/laptop. 7. If you’re using a computer and there are other users, log out the other users. 8. Try playing another Tracy Anderson video to see if playback is a problem.

COULD MY PROBLEMS BE DUE TO MY WIFI?

Maybe! Here are some suggestions to try: 1. Try using your device as close to the router as possible. 2. Turn off WiFi devices that you aren’t using. 3. If you’re on a computer, try using a wired (vs. wireless) internet connection. 4. Try resetting your wireless gateway, modem, or router. Please also unplug it from power and wait a minute before plugging it back in & letting it restart.

I NEED YOUR HELP. WHAT INFORMATION CAN I PROVIDE YOU TO BEST HELP ME?

Please Contact Us and include answers to these questions: 1. What video are you watching? 2. What type of device/computer are you viewing the content on? 3. What operating system are you running on the device? 4. What internet browser are you using to watch the video? 5. Do you see problems at predictable points in the video, i.e., at certain time(s) in the video, or does it appear to be random? 6. Have you ever successfully watched this Tracy Anderson video or related videos with the same setup you’ve described? 7. Can you try, and do you have problems streaming video from other services (e.g., YouTube, Hulu, Amazon, Netflix, etc.)? 8. Check your internet speed by going to http://testmy.net/download and click the button “Test download speed.” Afterward, (a) go to the “Share This Result” tab, (b) push the “Result URL” button, and (c) cut and paste the URL and send back to us. 9. Which of the suggestions in the other FAQ have you tried (e.g., clearing browser cache, trying a wired connection, etc.)?