How can we help you?

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.

Video content


Will there be new videos on Pactster?

We will upload new videos regularly with new and existing instructors. The number of videos uploaded weekly and monthly will increase over time, the bigger we grow.

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.

Account


I forgot my password

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


I want to change my email address

To change your email address please contact us on hello@pactster.com


I want to add my friends as 'buddies'

You can add your friends as buddies on your dashboard. Click the '+' button and find your friends using their name or through Facebook.


I can't find my friend on Pactster through Facebook

This can be due to 3 reasons:

  1. You are not signed up to Pactster using your Facebook acocunt.
  2. Your friend is not signed up to Pactster using his/her Facebook account.
  3. You and your friend are not connected on Facebook.
You can still become buddies on Pactster using name.


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!

Equipment


What equipment do I need?

It differs per video what equipment you need, but most videos don't need any equipment or a yoga or exercise mat. To see what equipment you need for each workout, go to the workout discription.


What do I do if I do not have the required equipment?

There are common equipment substitutes that you can find in your living room or kitchen, such as water bottles for handweights. For a full list, please see our Equipment Substitutes blog post.

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.


How do I do Pactster with my friends?

To work out with your friends, find the workout video you want to do and click on 'do with a friend'. Invite your friend by clicking the '+' sign. When your friend accepted the invite, you will be able to see each other when you are both in the virtual workout room.


My friend sent me a workout request. What do I do?

To accept your friend's workout request, go to your dashboard where you should see a notification. Accept the invite and go to the virtual workout room.


The video lags when I do a workout with my friend

It is likely that the internet connection is not strong enough. Pause the video and allow the video to load. If you are in a workout room with a friend, it is an option to switch off the cameras to use less bandwidth.


I hear an echo when I workout with my friend

This is likely because the video is out of sync. There are three options:

  1. Pause the video to get it in sync again;
  2. Switch off the volume of the video for one person so that you both listen to the other person's video;
  3. Switch off the microphone.

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.

Communities


What is a Pactster community?

A Pactster community 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 online group workouts from physios and instructors who understand their needs
  3. Get support and motivation from others who have shared experiences

How do I join a community?

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


What are community scheduled workouts?

To encourage communities to exercise together they can host scheduled workouts where people can meet in our virtual workout studio for a group exercise session. There is no limit to the number of people allowed in our virtual workout rooms.


How do I join a scheduled workout?

You can join a scheduled workout in two ways...

  1. Go to your community and click on the "SCHEDULED WORKOUTS" tab. Choose a workout you want to join and click "JOIN".
  2. On the exercise video detail page there is a workout schedule listing all the times this video is scheduled for and in which community. Click on "JOIN" to join the workout. If you are not a member of the community the workout is scheduled for then you will be asked to join that community first.

To take part in the workout click on "GO TO ROOM" from either scheduled workout listing and at the time the workout is scheduled to begin the exercise video will play in sync with all other attendees in the room.


How do I create my own community?

To create you own comunity go to our communities homepage, click on "CREATE A COMMUNITY" and follow the instructions.


What are open and closed communities?

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


How do I schedule workouts for my community?

To schedule community workouts click on the exercise video you want to schedule from our library, click "SCHEDULE" and follow the instructions