FAQ & Support

Frequently Asked Questions

___________________________

GENERAL FAQ 

___________________________

How do I access FLY TV?

You can access Firelight Yoga TV on any browser or internet-enabled device. Using a computer or a computer with Airplay to TV is recommended for the best experience.


Purchasing a subscription and/or additional programs

Subscribers to FLY TV have unlimited 24/7 streaming access to all videos included in the subscription package, for a recurring monthly price. The number of videos included in the Subscription package can vary. We add videos regularly and may remove videos from time to time.

Individual programs are offered periodically and can be purchased outside of a recurring monthly subscription. You do not have to have a monthly subscription to obtain access to these additional programs. They can be accessed through this site for as long as you have a login account. To view any videos you purchased outside of a monthly subscription, make sure that you are logged in. You can see your videos in the My Library category.


Are gift cards available?

If you're looking to give the gift of FLY TV, 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.


Should I practice with these 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 yoga. No matter what your experience, listen to your body.

___________________________

BILLING AND ACCOUNT QUESTIONS

___________________________

How does a free trial work?

Signing up for our free trial allows you to give FLY TV a test drive without being charged for 3 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 any device with a web browser. 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 3 days before converting into subscription accounts. You were charged for the subscription when your free trial ended.


Can I get a refund?

Because we offer a free period for you to try the service before you are billed, we do not offer refunds once you are charged. You will be auto-billed, so if you want to make sure you're not charged again, you can unsubscribe at any time before the end of the current billing period or free trial. You will not lose access until the end of your billing period or free trial.


How do I cancel my 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. Once you've cancelled, you won't be charged again, but your membership will continue until the end of the current billing cycle.


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 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 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.


I can't remember my password. What do I do?

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.



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 folder in your inbox. Also, make sure that the email you’re checking is the same as the one used on your account. If all else fails, contact us at flystaff@firelightyogapdx.com and we’ll assist you in getting back in.


___________________________

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.


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.


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.

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


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.


How do I play music with the class?

Most of the classes include a link to a specific Spotify playlist in the video's About section. Click on the link to open the video's corresponding playlist in Spotify. 
Best settings:
 

  • We recommend using a paid Spotify account, as a free account will automatically put the playlist on shuffle.
  • In your Spotify settings, do not use crossfade (Click the arrow in the top-right corner in Spotify and select Settings. Scroll down and click Show Advanced Settings. Under Playback, make sure the Crossfade switch is off.)
  • The volume in Spotify is independent of your computer volume. Adjust your computer volume to your desired level to hear the instructor, and adjust your Spotify volume to your desired music "loudness."


    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! Please note, that many devices like iPad, are not able to run multiple apps simultaneously. Because the class playlists are accessed via Spotify, you will need to be able to run an internet browser and Spotify together in order to listen to music with the class. Using a computer or a computer with Airplay to TV is recommended for the best experience.


    How do I create a favorites list?

    To add a video to your Favorites list click on the little 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.


    Have additional questions not covered here? Email us at flystaff@firelightyogapdx.com.