Frequently Asked Questions

BILLING AND ACCOUNT QUESTIONS

How do I reset my password?

On the login page, click Forgot Password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the instruction email, click Reset Password and you will be directed to select a new password before being redirected to the catalog page.

How do I change my password?

Once signed into your account, you can change your password by clicking My Account or Dashboard from the top navigation menu. Select Password and update your password.

How do I update my billing information?

Once signed into your account, you can update your billing information by clicking My Account or Dashboard from the top navigation menu. Select Billing and update your billing information.

How do I cancel my recurring subscription?

Once signed into your account, you can cancel your recurring subscription by clicking My Account or Dashboard from the top navigation menu. Select Billing and locate your subscription plan at the bottom of the page.  Click Change Plan and Cancel Membership. Your membership will be cancelled and your access will be removed at the end of your current payment period.

My credit card is being declined.  Why is that?

Many credit/debit cards have online purchase restrictions. If your card is being declined, please contact your credit card company to let them know the purchase you would like to make is valid. Also, certain credit/debit cards do not allow for recurring subscription billing, and therefore, may be denied.

ACCESSING LIVESTREAMS

How do I access weekly livestreams?

Those with active and eligible subscriptions receive access to the weekly livestreams. Specialty live events may require an additional fee to which you will be prompted.

If I have an active and eligible subscription, how do I attend the live workouts?

Make sure you are signed into your account either via app or web browser and head to the "LIVE EVENTS" category at the top of your catalog page to view scheduled livestreams. Click which livestream you would like to attend. If the livestream has begun and is currently live, you'll see a red "LIVE" icon in the top right corner and will automatically start playing in real time. If it is a livestream that has not yet begun, you'll see a live countdown and the livestream will play at the end of the countdown.

How do I set a reminder or add a live event to my calendar?

If you are accessing the livestream via app, click the bell icon to receive notifications before the live class begins. If you are accessing the livestream via web browser, click "Add to My Calendar".

I clicked on the livestream to view and it says "Get Access Now" or "Sign in to continue". What do I do?

If you are an active and eligible subscriber, click "Sign in to continue" and login with your account credentials. If you are not an active subscriber, click "Get Access Now" and choose your plan. If you are still having trouble, email ondemand@jazzercise.com for further assistance.

If I cannot attend the livestream, will there be a replay available?

There will be a 24 hour replay available for every Tuesday and Thursday livestream. It may take a couple of hours after the live event for the replay to appear. You will find replays within the “LIVESTREAM” category.

PLAYBACK QUESTIONS

My video does not playback smoothly. How can I fix this?

Video playback depends on several factors. To improve your playback experience, make sure you have a fast, stable internet connection. We recommend using the most recent version of Chrome, Firefox, or Safari. You may experience playback issues with outdated devices and browsers.

Can I watch videos using Chromecast and AirPlay?

Yes!  Both Chromecast and Airplay are compatible with our site.  

To use Chromecast: Locate the Chromecast icon in the bottom right corner of the video you want to cast.  Click the icon and select the correct Chromecast from the pop-up in your browser. Not working? Try to reboot TV and android phone as needed.

To use AirPlay: Open the video on your apple device and click the AirPlay icon in the bottom left corner.

How do I connect to Apple Watch?

Make sure your iOS devices (both iPhone and Apple Watch) are updated to the latest software. Next, download the Jazzercise On Demand app on your Apple Watch. Once it's downloaded, open the app on both your Apple Watch and the device you use to access Jazzercise On Demand and play a video to connect and see your calories and heart rate on the screen. Plus, use your watch as a remote!

Can I watch videos on my TV without using an app?

Yes. By connecting your laptop directly to your TV with an HDMI cable, you will be able to watch videos from our site on your TV.

Can I watch videos on my phone or tablet without using an app?

Yes. Our website adapts to phone and tablet browsers so you can watch our content anywhere!

Which browsers are supported?

While we recommend using the latest version of Google Chrome, we also support Firefox and Safari browser released within the last five years.  You may experience playback issues when using an out of date browser or any version of Internet Explorer.