5BTV Virtual Support
Date: October 1, 2020
HOW CAN I ACCESS 5BTV.net?
You can access 5BTV.net online at support@5BTV.net on any browser or internet-enabled device.
PURCHASING A SUBSCRIPTION
Subscribing to 5BTV means you will have unlimited 24/7 streaming access to all videos we have included in the Subscription package, including all regular live videos, for a recurring monthly or yearly price. The number of videos included in the Subscription package can vary. We may add or remove videos from time to time.
Any customers that have previously purchased individual programs will continue to have access to those videos. To view those videos, make sure that you are logged in. You can see your videos in the My Library category, or you can search for the Class Pack or Single Class Program Page on the website.
PURCHASING GIFT CARDS
If you're looking to give the gift of 5BTV, please click here to purchase gift cards. You can choose the amount of your gift. Upon purchase, you'll receive an email with a code that's redeemable by the recipient for the amount of credit you purchased.
HOW DOES THE FREE TRIAL WORK?
Signing up for our free trial allows you to give 5BTV a test drive without being charged for 7 days. Once the free trial expires, you’ll become a full-fledged subscriber and will be billed monthly at the subscription price set when you first began your free trial. You’ll be able to stream all of our subscription-available videos anytime, anywhere, from nearly any device. Please note, there are no refunds for charges incurred on any subscription plan. To avoid being charged after starting a trial, please cancel the trial before expiration. You will not lose access to the free trial if you cancel early.
I SIGNED UP FOR A FREE TRIAL, BUT NOW I'M BEING CHARGED, WHAT HAPPENED?
Free trials only last for 7 days before converting into subscription accounts. You were charged for the subscription when your free trial ended.
HOW DO I CANCEL MY SUBSCRIPTION?
Canceling your subscription is easy. Simply login and click here, then click Cancel Membership. If for any reason that link doesn't work, you can navigate as follows. Login and click My Account, then select Billing. Scroll down and you'll see a button called Change Plan. 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?
Because we offer a free period for you to try 5BTV before you are billed, we do not offer refunds. You will be auto-billed monthly or annually, depending on your chosen subscription, so if you want to make sure you're not charged again, you should unsubscribe before the end of the current billing period or free trial. Cancelled subscribers will not lose access to content until the end of the current billing period or free trial.
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.
HOW DO I UPDATE MY CREDIT CARD?
Changing your credit card information is easy. Sign into 5BTV.net, then select MY ACCOUNT then Billing. You can enter your credit card information there.
I CAN'T REMEMBER MY PASSWORD. WHAT DO I DO?
If you have forgotten your password, simply click on “Sign In” from the Menu. You will be taken to the Sign In page. Click “Forgot Password”, enter your email address when prompted and click “Send Instructions”. You will then be sent an email with instructions on how to reset your password.
HOW DO I CHANGE MY PASSWORD?
Once signed into 5BTV, you can change your password by selecting MY ACCOUNT > PASSWORD in the menu.
I CLICKED ON THE "FORGOT PASSWORD" LINK BUT NEVER RECEIVED A RESET PASSWORD EMAIL. WHAT DO I DO NOW?
Try checking to see if it was accidentally sorted into your spam/junk folder in your inbox. Also, make sure that the email you are checking is the same as the one used on your account. If all else fails, contact us at SUPPORT@5BTV.net and we’ll assist you in getting back in.
IF I PURCHASE A CLASS PACK OR CHALLENGE WITHOUT A SUBSCRIPTION, DO I NEED TO DOWNLOAD IT IN ORDER TO ACCESS IT?
You do not have to download the program. Even without a subscription, you can still stream your classes over the Internet. Offline downloads are available as well.
IF I PURCHASED A CLASS PACK OR CHALLENGE IN THE PAST, WILL I STILL HAVE ACCESS?
You will still have access to your classes even if you don't have a subscription. You only need to download the classes if you would like to access them in a space without WiFi.
WHAT IF I CAN'T FIND MY CLASS?
If you cannot find your class, search it in the search bar and add it to your Favorites list. To add a video to your Favorites list, click on the little Heart that appears under the video. To delete a video from your Favorites list, play the video and click the Heart again. It will then be removed from your list.
I UNINSTALLED THE APP ON MY PHONE. HOW DO I CANCEL MY SUBSCRIPTION?
Uninstalling the app will not automatically cancel your subscription. You must cancel your subscription to end your subscription. If you uninstall the app without canceling your subscription, you will still be charged. When you cancel a subscription, you will still have access to your subscription for the remainder of the time for which you have already paid. Please see above for the process to cancel your subscription.
HOW DO I CREATE A FAVORITES LIST?
To add a video to your Favorites list, click on the little heart that appears under the video. To delete a video from your Favorites list, play the video and click the heart again. It will then be removed from your list.
MY VIDEO DOESN’T PLAY BACK SMOOTHLY. HOW CAN 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. These are usually the simple fixes for playback issues you may have.
Additionally, some older versions of Android did not manage secure video playback well. This is an Android issue which can easily be resolved by ensuring 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 ensure you are actually running Google Chrome on your Android device.
MORE TIPS TO HELP PLAYBACK ISSUES:
1. Make sure you have a fast and stable internet connection. We 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.
SHOULD I PRACTICE USING THE VIDEOS IF I AM INJURED, HAVE MEDICAL CONDITIONS, OR AM PREGNANT?
If you have past or present injuries, medical conditions, or are pregnant, check with your doctor first before doing any classes. No matter what your experience, listen to your body.
Have questions, comments or issues? Email support here. We’ll respond within 24 hours.