FAQ

Still have questions? Send us an email at hi@helenphelanstudio.com with “HPS HELP” in the subject line. I’ll respond within 24 hours.

HOW DO I ACCESS HELEN PHELAN STUDIO?

Helen Phelan Studio is accessible on the web. To access Helen Phelan Studio on your mobile device, simply type in tv.helenphelanstudio.com. You will be able to log in directly to your account and get moving!

HOW DOES THE FREE TRIAL WORK?

Signing up for the 10 day free trial allows you to experience Helen Phelan Studio without being charged for 10 days. Once the free trial expires, you’ll automatically become a Subscriber, and will be billed monthly or annual subscription price set when you first began your free trial. You’ll be able to stream all  subscription-available videos anytime, anywhere, from all mobile devices, and you’ll also have my gratitude for your support. Please note, in regards to cancellations there are no refunds. To avoid being charged after starting a trial you must cancel the trial before expiration.

I SIGNED UP FOR A FREE TRIAL, WHY AM I BEING CHARGED?

Free trials only last for a certain period of time before transitioning into Subscription accounts. You can cancel at anytime before your free trial expires to avoid being billed- but once your free trial period does expire, you will be billed monthly or yearly according to the pricing you agreed to when you activated your free trial.

    HOW DO I PURCHASE A SUBSCRIPTION?

    Subscribing to Helen Phelan Studio gives you unlimited 24/7 streaming access to all videos we have included in the Subscription package, including livestreams and guest workshops, for a recurring monthly price of $19.99 or yearly price of $199.99 for the Essentials membership, and $139.99/month for the Premium membership. The number of videos included in the Subscription package will vary, as HPS is always growing with weekly drops of new classes. I may remove videos from time to time as I continue to improve the content. 

    HOW DO I CANCEL MY SUBSCRIPTION?

    Cancelling your subscription is easy. Simply login and click My Profile, then select Billing. Scroll down and you'll see a Change Plan button.  Click Change Plan, then click Cancel Membership. Once you've cancelled, you won't be charged again, but your membership will continue until the end of the current billing cycle.

    CAN I GET A REFUND?

    Subscriptions are non-refundable. If you are on a monthly recurring subscription you may cancel at any time and will not be charged for further months. You will still have access to the videos until the period you have paid for expires. If you are on a yearly subscription you may cancel at any time but will not be refunded for the remaining period of your subscription. You will still have access to the videos until your year ends. No further charges will be made once you cancel your subscription.

    WHY IS MY CREDIT CARD BEING DECLINED?

    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.

    HOW DO I UPDATE MY CREDIT CARD?

    Changing your credit card information is easy. Sign in to Helen Phelan Studio, go to MY PROFILE >BILLING.

    HOW DO I CHANGE MY PASSWORD/I FORGOT MY PASSWORD. 

    Change your password by selecting MY PROFILE > PASSWORD in the menu. If you have forgotten your password, choose “Sign In” from the Menu. You will be taken to the Sign In page. Choose “Forgot Password”, enter your email address when prompted and click “Send Instructions”. You will be sent an email with password reset information. 

    Make sure that the email you’re using to reset is the same as the one used on your account. Check your spam folder and if you still can't find restn information, contact me at hi@helenphelanstudio.com and we’ll assist you in getting back in.

    HOW DO I CREATE A FAVORITES LIST?

    To add a video to your Favorites for easy access, click on the star that appears under the video. To delete a video from your Favorites list play the video and click the star again. It will then be removed from your list.

    MY VIDEO DOESN’T PLAY BACK SMOOTHLY. HOW DO I FIX THIS?

    Video playback depends on many factors including the computer/device being used, the internet browser, internet connection quality, and many other variables. If there are playback issues, try viewing the video in a different web browser. If that doesn’t help, try using a different computer/device and making sure your internet connection is strong. This should take care of most playback issues.

    Some older versions of Android (prior to version 4.3) did not manage secure video playback well. This is an Android issue which can easily be fixed by checking you have the latest version of Android installed on your device along with Google Chrome. Some Android devices, such as Samsung phones, come with a custom browser that does not support secure video playback. Please use Google Chrome to stream videos from your Android device.

    I'M STILL HAVING PLAYBACK ISSUES:

    1. Make sure you have a fast and stable internet connection. I recommend a minimum download speed of 10Mbps for smooth playback.

    2. Try refreshing your browser, or switching to a modern browser like Google Chrome, Firefox or Safari.

    3. Restart your wireless router or modem.

    WHAT EQUIPMENT DO I NEED FOR CLASSES?

    All you need is your body and a mat (or a beach towel, in a pinch)! All of my workouts can be done without props! If you want to kick up the intensity, you can incorporate props and filter by equipment. You can find Helen's recommendations for which props (and some other faves) to pick up here. (Ordering through this link helps to support the creation of Helen Phelan Studio videos).

    WHEN AND HOW OFTEN ARE NEW CLASSES ADDED TO THE LIBRARY?

    Wednesdays at 12pm EST: 

    Essentials Plus Membership: 

    -1 new 30 minute Express Pilates session 

    -1 new 15 minute Express Cardio session

    -1 new 45 minute Foam Roll Strength Flow class

    -1 new 45 minute Mat Pilates class

    -1 new 45 minute Low Impact Cardio Pilates class

    Premium Membership: 

    - everything in Essentials Plus

    -1 semi-private session a month

    -access to all live Zoom classes (3x weekly, bookable here)

    WHEN ARE THE LIVESTREAM CLASSES? CAN I STILL ACCESS THESE VIDEOS?

    Livestream classes are discontinued because members preferred interactive classes to one way streaming! To access Zoom classes, upgrade to the Premium membership, or purchase à la carte, here!

    WHY SHOULD I REFER MY FRIENDS AND HOW?

    Referrals are the BEST way to support Helen Phelan Studio. If you refer a friend to join, you get a credit to a live Zoom class! Contact hi@helenphelanstudio.com to arrange your referral code. 

    I'M PREGNANT/RECOVERING FROM PREGNANCY AND I HEARD PILATES COULD HELP. WHICH VIDEOS SHOULD I DO?

    You can continue with your regular workout routine throughout your first trimester- but it's never too early to start prepping for delivery! Always check with your doctor before starting any programming, including the videos categorized as "Prenatal + Postpartum". 

    After 13 weeks, ONLY the videos categorized as prenatal/postpartum friendly are safe and designed for new moms. To make this clearer- all prenatal/postpartum content will have "Prenatal + Postpartum" in the video title. All other workouts include contraindicated exercises for pregnancy and recovery.

    If you are 10+ weeks postpartum or if you think you are ready to get back into Pilates that isn't categorized as "Prenatal + Postpartum", get clearance from your doctor that your diastasis recti is sufficiently healed to do flexion work again. Learn more about Diastasis Recti (ab separation) here.

    You can also schedule a 1:1 Diastasis Recti Assessment or Prenatal/Postpartum Fundamentals Session with Helen here (choose 1:1 virtual pilates) for more guidance. (Essentials members get 10% off private sessions, and Premium members get 20% off private sessions-contact hi@helenphelanstudio.com for more info)

    I'M INJURED. CAN I STILL DO THESE CLASSES?

    You should always check with your doctor before starting any program to ensure you are cleared for exercise. 

    HOW CAN I WORK WITH HELEN 1:1?

    You can schedule a 1:1 Virtual Pilates Session with Helen here (choose 1:1 virtual pilates) for personalized workouts.(Essentials members get 10% off private sessions, and Premium members get 25% off private sessions-contact hi@helenphelanstudio.com for more info).