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 an incredible catalog of videos and live events.
How do I access my account?
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 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.
How do I access the catalog?
Once you sign into your account, navigate the Catalog section (or equivalent section name) in the top menu to access all of our videos.
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.
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?

You can leave at any time. Whether any money comes back depends on which plan you are on and how far into it you are.

Every period below is counted from the day you subscribe, not from the day you are charged.

If you are not sure which one applies to you, just tell us what happened. We will work it out and apply whichever leaves you best off.


MONTHLY, QUARTERLY AND ANNUAL PACKS

Cancel at any point in your first 16 days and you pay nothing. Nothing is charged until day 16.

If you live in the EEA or the UK you also have a legal right to change your mind, for any reason, within 14 days of subscribing. That right sits inside your 16 free days, so it runs out before any payment is taken — which is why leaving during your trial costs you nothing at all.

After day 16 your membership is running normally. Cancel then and it ends at the end of the period you have paid for.


COACHING MEMBERSHIP

This plan has no free trial. Your first payment is taken when you subscribe and your coaching begins straight away.

If you live in the EEA or the UK you have 14 days from the day you subscribe to change your mind. Because coaching has already started, we refund your payment less a proportionate amount for the days you have had, and we will show you how that was calculated.


COACHING CONSULTATION

You can cancel and be refunded in full at any point until your consultation is complete. It is complete when your video call with Coach has taken place.

After that the service has been delivered in full, so it is not refundable. You are told this at checkout before you buy, and you are asked to confirm you understand it.


IF YOU CANCEL LATER

You can cancel at any time, without logging in, at workouts.247fitme.com/pages/cancel

Cancel a Monthly or Coaching membership part-way through a month, or any plan during its first committed term, and you keep access until the period you have paid for ends. That period is not refunded.

Cancel a Quarterly or Annual membership after it has renewed at least once, and we refund the whole months you have not used.


IF SOMETHING WAS WRONG WITH THE SERVICE

If 247FitMe was substantially unavailable or faulty, you may be entitled to a proportionate refund for the affected period — or, if the problem is serious, a full refund of your most recent payment and an end to your subscription. Tell us what happened and we will put it right.


IF YOU SUBSCRIBED THROUGH AN APP STORE

Apple and Google handle their own billing, so refunds for those subscriptions are theirs to process rather than ours. Use your Apple or Google account subscription settings. If you are stuck, contact us and we will help you.


HOW TO ASK, AND HOW LONG IT TAKES

Email 247fitme@247fitme.com, or use the cancellation form above. Where a refund is due we pay it within 14 days, to the same payment method you used, with no fee to you.

If you are within 14 days of subscribing and want to exercise your statutory right to change your mind, you can do that here: workouts.247fitme.com/pages/withdraw

Nothing here reduces or replaces your legal rights. The full detail is in sections 12 and 13 of our Terms & Conditions: workouts.247fitme.com/terms


Legal — Cancelling, your rights, and our policies

Everything in one place: how to end your membership, what happens if you change your mind, and the documents that govern your subscription.

 

ENDING YOUR MEMBERSHIP

Cancel your contract here: workouts.247fitme.com/pages/cancel

You do not need to log in, and there is no survey or retention offer to get past. Cancelling takes two steps: confirm, then confirm again.

 

WITHDRAWING WITHIN 14 DAYS

Withdraw from contract here: workouts.247fitme.com/pages/withdraw

If you are within 14 days of subscribing you can withdraw without giving any reason. The 14 days run from the day you subscribe, not from the day you are charged.

On the Monthly, Quarterly and Annual Packs your 16-day free trial means that period ends before any payment is taken, so withdrawing during your trial costs you nothing.

 

IF YOU SUBSCRIBED INSIDE OUR APP

If you subscribed through the iPhone, iPad or Android app, Apple or Google handles your billing. Cancel or request a refund in your Apple or Google account subscription settings — we cannot do it for you.

Everything else on this page still applies, and you can contact us any time for help.

 

OUR DOCUMENTS

Terms & Conditions: workouts.247fitme.com/terms

Sections 12 and 13 cover changing your mind and refunds.

Privacy Policy: workouts.247fitme.com/privacy

What we do with your personal information, who we share it with, and your rights over it.

Technical requirements: workouts.247fitme.com/pages/technical

Supported devices and browsers, connection speeds, and what to try when playback fails.

Refund policy: see the refund policy answer in this FAQ.

 

CONTACT US

Email: 247fitme@247fitme.com

Telephone: +66822305810, charged at no more than your standard rate

Post: XVerse Space Pte. Ltd., 8 Eu Tong Sen Street, #14-99, The Central, Singapore 059818

If you have a complaint we will acknowledge it within 5 working days and aim to resolve it within 30 days. Section 24 of our Terms explains what happens if we cannot.

 

WHO YOU ARE CONTRACTING WITH

247FitMe is operated by XVerse Space Pte. Ltd., a company incorporated in Singapore with Unique Entity Number 201912585R, registered office 8 Eu Tong Sen Street, #14-99, The Central, Singapore 059818.

Where you subscribe through our website, your contract for the service and for payment is with us. Where you subscribe inside our apps, Apple or Google is the seller for that transaction.