How can we help you?

Live exercise classes


All the information you need and FAQ for our live exercise classes can be found on our live exercise class guide

Exercising


I haven't exercised for a while. What do I need to know?

If you have not exercised in a while it is best to take it easy - start gently, listen to your body and progress through the workouts as you feel comfortable. If you have been out of exercise because of a health problem or injury please seek advice from your doctor or medical team before starting. It is really important that you work at an intensity appropriate for you, and that you perform the exercises correctly.


Do I have to do a warm-up/cool-down before or after my workout?

A warm-up helps to prepare your body for exercise and helps to prevent injury. Similarly, a cool-down allows your body to slowly return to its resting state. Some of the Pactster workouts already include warm-up and cool-downs; other practices such as yoga and tai-chi don't generally require it.


Can I exercise while I am pregnant?

The more active and fit you are during pregnancy, the easier it will be for you to adapt to your changing shape and weight gain. It will also help you to cope with labour and get back into shape after the birth. It is advised to keep up your normal daily physical activity or exercise (sport, running, yoga, dancing, walking) for as long as you feel comfortable, but not to start any new activities in the first trimester. For some exercises such as yoga and pilates specific pregnancy courses have been developed.


I have a medical problem. Is it safe to exercise?

If you have any medical problems which you are unsure about it is important that you consult your doctor or medical team before commencing a Pactster workout. When you exercise it is essential that you follow this guidance and have any necessary equipment or medication to hand. Our instructors are giving general advice and instruction, it is your responsibility to listen to your body and adapt the exercises so that they are appropriate for you. You should not be in pain during exercise. If you do experience any difficulties during a workout please stop and discuss with your doctor as soon as possible.

Equipment


What equipment do I need?

It can vary what equipment is needed for our exercise videos and classes but most don't need any equipment at all or simply require an exercise mat for your own comfort. For those that do need specific equipment we will always try and provide substitutes for those without.

Groups


What is a Pactster group?

A Pactster group is a place where people with similar interests, health conditions or goals can come together online to...

  1. Talk about the challenges they face when it comes to exercise
  2. Participate in live exercise classes run by from physios and instructors who understand their needs
  3. Get support and motivation from others who have shared experiences

How do I join a group?

To join a group find one that is relevant to you by browsing through our groups homepage, click on it and at the top of the group detail page there is a 'JOIN GROUP' button. If the group is open you'll become a member immediately, if it's a closed group then the admin will be notified and you'll hear whether you're request to join has been accepted in due course.


What is the group live class schedule?

Our groups are led by instructors and physiotherapists who run live exercise classes on Pactster. The live exercise class schedule can be viewed on the group's page and you can select and join a class to suit your needs. Read more about our live exercise classes here


I am a health condition exercise specialist - how do I create my own group?

If you would like to run your own group on Pactste then please get in touch - we'd love to chat!


What are open and closed groups?

Open groups are groups that anyone can join. Closed groups are private groups - when someone wishes to join a closed groups their request will be sent to the group admin who will authorise or reject it.


Safety and Security


How do you vet your instructors?

Details coming soon...


I am under 16 years old. Can I use Pactster to exercise?

To help keep you safe online we do not allow people under the age of 16 to have your own Pactster membership. But don't let that stop you - we encourage adults and guardians who want their children to benefit from our live and on-demand exercise to become members and supervise their children while they are exercising on Pactster.

I have a medical problem. Is it safe to exercise?


Is it safe for me to exercise on Pactster? What if something goes wrong?

Exercising anywhere is generally considered to be a safe and healthy activity but if you have any medical problems which you are unsure about it is important that you consult your doctor or medical team before commencing exercise on Pactster. When you exercise it is essential that you follow this guidance and have any necessary equipment or medication to hand. Our instructors are giving general advice and instruction, it is your responsibility to listen to your body and adapt the exercises so that they are appropriate for you. You should not be in pain during exercise. If you do experience any difficulties during a workout please stop and discuss with your doctor as soon as possible. Taking part in any form of exercise on Pactster is done so at your own risk.


Technology


What devices can I use Pactster on?

Pactster is currently best viewed on a desktop or laptop computer using the Google Chrome or Firefox web browser. Please forgive mistakes and errors if you access Pactster on other web browsers or other devices.


Why does the video not load?

This is likely due to a weak internet connection. Try to reload the page or improve your internet connection if possible.


Can I use Pactster without internet connection?

You cannot use Pactster without internet connection.


What technology do I need to do live exercise classes on Pactster?

You'll simply need a Zoom (video conferencing) account to do a live exercise class. Read our handy live class guide here

Free Trial


How long is my free trial?

Your free trial starts the moment you sign up to Pactster and will last for 14 days.


Do I have to submit my payment details to get the free trial?

Nope, we don't ask you for any payment details for your free trial.


Do I automatically convert to Premium after my free trial?

No, we won't charge you any money without you knowing it. You have to upgrade your membership in your account settings to upgrade your account.


What happens if I don't upgrade after my free trial?

If you don't wish to continue your membership at Pactster, your account will be put on inactive. You can restart and upgrade your membership at any time.


Where do I submit a promo code?

You can submit a promo code at your membership info on your dashboard. You can do this at any time during your free trial or membership, if the promo code is suited for it. A promo code can only be used once.

Membership & Billing


How much is a Pactster membership?

Pactster is currently discounted from £15/mo to £5/mo whilst we are in Beta.


When does my account get charged?

Your account gets charged on the same day every month on which you have started your premium membership.


What are the payment options?

We use Stripe as our payment processor, who accept all major credit and debit cards.


Is the payment method secure?

Stripe are a major credit card processor who specialises in handling this information in a secure and safe manner. We do not store your full credit card number or CVC code after we submit it to Stripe. You can find out more about Stripe and their PCI compliance at their website.

Account


I forgot my password

You can find the 'forgot password' link on the login page.


I want to change my email address

You can change your information in the Account Info section of your dashboard.


I haven't signed up through Facebook. Can I still link my Pactster account to my Facebook account?

Unfortunately you cannot link your Facebook account to your Pactster account at a later stage. We are working hard to fix this!

Cancellation


I want to cancel my account

To cancel your account, go to account info on your dashboard and click 'cancel subscription'


Can I cancel my account at any time?

Yes, you can cancel your account at any time.


How long in advance do I have to cancel my subscription?

Once you cancel you will have until the end of your billing period to use Pacster before your access will be revoked


Can I still access my account after I cancel my subscription?

Yes, you will continue to have the benefits of your Pactster Membership through the end of your current billing period.