FAQ

Frequently Asked Questions

We are here to guide you through every step. You can find answers to frequently asked questions or view our Help Center. You can always contact us if you have any questions!

What is included in a membership?

Membership includes access to our entire catalog of videos, live classes, community page and mobile app.

How do I access my account dashboard?

To access your account, click Sign In at the top right of the page and enter your email address. You can request a sign-in link be sent to your email address to sign in without the need for your password or you can enter your password without requesting a sign-in link.

How do I access classes?

PHONE / IPAD / TABLET APP

Access our app on your phone + other large devices that support apps!

COMPUTER BROWSER

You'll find all of the same exact content on the browser version of our app: https://move.theglowmethod.co/catalog

PHONE / IPAD / TABLET BROWSERS

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

AIRPLAY / CHROMECAST

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.

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

How do I reset my password?

On the Sign In page, click Sign in with password and then click on set new password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the email, click Reset Password, and you will be directed to select a new password before being redirected to the catalog page. If you have trouble remembering your password, you can also use our Passwordless Sign-In option by requesting a Sign-In Link on the login page.

Can I download videos to save them to my device?

Our content is available for streaming only and cannot be downloaded directly to your device. However, you can access it anytime by signing into your account. If you're using our mobile app, you can save videos for offline playback, allowing you to watch your chosen videos later without an internet connection.

Why am I experiencing buffering or playback issues?

Buffering or playback issues are often related to your internet connection. We recommend a minimum speed of 25 Mbps for smooth streaming. You can also try refreshing the page, using a different browser, or clearing your cache.

Can I create multiple accounts with the same email address?

No, each email address can only be associated with one account. If you believe you already have an account and can’t remember the login details, please use the Forgot Password link.

How do I pause or cancel my recurring subscription?

To manage your subscription, log into your account and click on your Profile in the top right corner. From there, select Purchases. You can choose to either pause or cancel your membership by clicking End Membership.

Once you cancel, you will not be billed for the following month. Your login will remain active and your account will be set to expire at the end of your payment period. Once expired, you will no longer have access to The Glow Method app.

Please note that deleting the app does not cancel your subscription.

If you signed up with in-app subscriptions please follow the instructions for your device below:

Apple: Head into your settings on your phone > iTunes & App Store > Click your Apple ID > View Apple ID > Subscriptions > Cancel Subscription
https://support.apple.com/billing

Android: Open Google Play Store > Tap Menu > Account > Subscriptions > Find the subscription you want to cancel > Cancel Subscription
https://support.google.com/googleplay/answer/7018481?hl=en.

How do I change my membership plan or update my billing information?

To change your membership plan or update your billing information, sign into your account and click Profile at the top right. Then, select Purchases. To change your membership plan, click on Manage Plan under the Membership section and follow the prompts to switch to a different option. To update your billing information, click on Change Payment Method under the Payment Method section and enter your new billing details.

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 purchase a gift subscription?

To purchase a gift subscription, scroll to the bottom of any page on the website and click “Buy a Gift Card” in the footer. You’ll need to log into your account or create one if you don’t already have one. Then, select the subscription or bundle you’d like to gift, choose the duration of the gift, and complete your purchase by entering your payment details. After purchasing, you’ll receive a confirmation page and a confirmation email with the gift code, and a shareable link that you can send to your recipient.

How do I redeem a gift subscription?

To redeem a gift subscription, use the link shared with you by the gift sender. Clicking the link will automatically apply the gift to your account. If you don’t already have an account, you’ll be prompted to create one.

What is the Refund Policy?

Refunds are given on a case by case basis. Please send us an email with your full name, the email you used for the account and a description of the issues you are experiencing to help@theglowmethod.co and one of our team members will be able to assist you further.

When you sign up for a membership, you agreeing to the terms stated and authorizing a charge on your card.

If you made an in app purchase, you must request a refund from Apple or Google.