FAQ

Dear BodyRockers, we are re-launching our platform in order to provide you with even more resources and support! The new platform is currently in the testing phase. We have a limited number of users currently on the new platform, and over time we will move all users when maximum functionality can be assured.

How have you changed your business in response to COVID-19?

Your health and safety and that of our team here at BodyRock is of vital importance to us at all times, and especially right now. Working out at home is a key way to stay safe, stay home, and keep yourself calm and strong through this crisis. Due to the COVID-19 pandemic, we have made our online fitness video platform available in a package with our weighted vest and a bonus piece of gear, for only $99. This makes our platform accessible to hundreds of thousands of people who are now working out at home, for the first time in their lives. 

In addition, we have hired someone to be a dedicated support in our BodyRock Insider Group, and increased our Customer Support in order to help with the massive increase in sales, questions, and people who wish to start using our systems and gear.

In terms of our safety measures in our Warehouse, which is in a small city called Kingston, in Ontario, Canada, our staff is practicing social distancing at work and all packages are receiving additional wipe downs and disinfectant sprays. 

Are you spraying all packages with disinfectant before they go out from the warehouse?

Absolutely. That is a must, for every surface in our warehouse, and every package coming in and going out. We are also watching the new information coming out about how long the coronavirus lives on surfaces.

Here's the latest from the CDC Website on this topic:

"Coronaviruses are generally thought to be spread most often by respiratory droplets. Currently there is no evidence to support transmission of COVID-19 associated with imported goods and there have not been any cases of COVID-19 in the United States associated with imported goods. Information will be provided on the Coronavirus Disease 2019 (COVID-19) website as it becomes available.”

How do I start using this platform?

We have over 1000 videos for you to watch, including several Beginner, Intermediate and Advanced-level series that will enable you to do one workout per day for a given period. You can start using filters on top to find workouts best suited for your fitness.

I’m a Beginner, where should I start?

First of all, congratulations for diving into your fitness journey! It can be incredibly challenging to find the time, energy, and motivation, but when you work with us, you will always find someone to encourage you. In our BodyRock Insider group, you will find people all over the world who will give you that virtual sweaty high five!

You can use the filters located on top of the catalog page to find beginner workouts or we'd suggest you start with the Beginner bootcamp 1 - 30 day challenge. It includes a warmup, workout & a cool down, stretch session at the end.

What gear do I need?

Great question, and we get this one a lot. The number one piece of equipment we recommend is the 6lb or 10lb weighted vest. All of our trainers will be wearing a vest, as this adds an extra element of burn to your workout so you can see results faster, but it doesn’t slow you down at all in your workouts. 

Beyond that, we have created a few bundles of our core pieces of equipment. If you head over to our store, you will see these featured at the top of our site. 

Visit our site here

How long are your programs (both min and days)?

We have a variety of programs available for you to start, in addition to our daily LIVE workouts. If you are a Beginner, we have the Beginner Bootcamps, Season 1 and 2, which are about 30 Days long. Intermediate Bootcamp is available after that, and then the Advanced Bootcamp. These are how most people start with us, but you can jump in anywhere! There are over 1000 videos to choose from after all.

In general our workouts are 12-30 minutes long, depending on how advanced you are.

Will I still have access to the Sweatflix Library?

Yes, our most popular videos that you’ve enjoyed for years are going to be moved to the new platform. In case there's any series that you see missing here, please let us know at customercare@bodyrock.tv and we can bring it over for you.

Will I be billed at the same rate as the Sweatflix platform, and on the same day of the month?

Yes. All payment information is being securely encrypted and migrated to the new platform.  There will be no changes to when and how much you will be charged each month. If you are a subscriber on Sweatflix, you'll be grandfathered at the price that you're being billed there.

I want home gym gear, but how long will it take to be delivered?

Great, we are glad you want to take your home fitness to the next level! (Click here to see our full range of home gym equipment.) Shipping time from the moment of ordering to delivery depends on supply. In general, shipping takes 2 weeks from ordering to delivery, and if there are any items on backorder, we will contact you about some items arriving late. In times of high demand, we may need a few more days to fulfill your order. 

How do I contact Customer Support?

You can contact customercare@bodyrock.tv if you have any questions that are not covered here. Our Customer Support Team takes care to respond to every inquiry. During this unprecedented situation, please note that their response time might be slower than usual. They appreciate your understanding and thank you for your patience.

Is there a number I can call to speak to someone directly?

At this time, we are still a very small team handling support requests, so all requests need to be dealt with in sequence. If you provide your phone number in your emailed support request, we may be able to accommodate that, however we do not have designated phone support staff.

How do I use Chromecast with this platform?

You can use Chromecast to watch videos on your TV by casting from your laptop, tablet, or phone.

To watch videos by using Chromecast:

-Make sure Chromecast is set up on your TV

-Make sure your laptop or device is logged on to the same WiFi network as your TV

-Open the video on your laptop or device and click on the Chromecast icon in the bottom right of your video, and follow the prompts.

Can I use Airplay with this platform? 

Yes, you can use AirPlay to watch videos on your TV by playing from your Mac, iPad, or iPhone.

To watch videos by using AirPlay:

-Make sure your Apple TV is set-up

-Make sure your Apple device is logged on to the same WiFi network as your Apple TV

-Open the video on your Apple device and click on the AirPlay icon.

-In the pop-up that appears, select the desired TV and the video will begin playing

What timezone is this platform in?

Our master time is EST, so things like fitness classes, notifications, etc. are all sent using EST. We have worked hard to provide LIVE workouts that make sense for time zones ranging from PST to EST, and over to Europe as well.

I bought an Ebook or Video Series. How do I access it?

We want everyone to be able to enjoy our workouts, meal plans, tips and tricks, so all of our workouts and e-books are digitally delivered! Once you successfully purchase your products, you'll receive a download link in your email. If you have any problem with the download, or don't receive it, please contact us.

Why does my workout keep buffering?

Buffering is almost always a question of Internet speed, and can sometimes be a question of your computer speed. If you are working on an older device, you may have some trouble with buffering. We do our best to upload high quality videos that don’t chew up your bandwidth, but we cannot control all the variables at your end.

How do I change my form of payment?

Return to your home screen, and click on the Dashboard tab. You will find access to your account billing information via the Dashboard.

How do I change the email address on my account? 

Return to your home screen, and click on the Dashboard tab. You will find access to your account information via the Dashboard.

How do I find videos by equipment?

There are 2 ways you can do this. 

1. On your home screen, scroll to the section where it says ‘Workouts by equipment’ and select the equipment you want to find workouts for.

2. Alternatively, you can also use the Filter option on your home screen. You can filter workouts by equipment, as well as trainer, difficulty level, etc.

How do I cancel or pause my subscription?  

Return to your home screen, and click on the Dashboard tab. You will find access to your subscription information via the Dashboard. You can cancel your subscription any time, but you cannot pause your subscription.