FAQs

How do I contact you or get support?

If you have a Pilates question – please ask in the Forum.  If you have a technical or billing question that isn’t answered here, please open a Support Ticket.

How do I update payment information or cancel my Fusion Forever Access™ Subscription?

Please visit your My Forever Access page.

If you purchased before 9/3/2015:

1. Log in to your PayPal account.
2. Click the settings icon next to “Log out” (the little gear)
3. Click Preapproved Payments under “Payment settings.”
4. Click the name of the merchant for the agreement you want to change.
5. Click Change in the Payment Method section.
6. Select the payment method you’d like to use or cancel.

If  you need any help open a Support Ticket!

I’m having trouble playing a video, what do I do?

Please check through this information before contacting support.  We utilize an extremely robust video hosting  system – our videos are stored in multiple servers around the world so that users connect to the closest resource for the fasted possible viewing.  It’s extremely rare that any video problems are coming from the site .  Problems with videos are almost always a user connection or browser problem.

Below are a few troubleshooting tips that may fix the issue. After trying each tip, check whether the video will play.

• Refresh your browser’s page.
• Upgrade your browser to the most recent version.
• Update your Flash Player to the latest version.
• Clear cache and cookies and restart your browser before accessing your video again.
• Enable Javascript in your browser.

If these ideas don’t help – please open a Support Ticket.

How can I purchase a workshop as a gift for someone else?

A more elegant process is coming soon… until then here are the steps:

• Make sure you’re logged out of the site by visiting: http://fusionpilatesedu.com/logged-out/
• Go to the Sales page of the product you’d like to gift, and click Register Now
• Do not login in the “Already A Member?” section!
• In the Customer Information section, enter the information of the recipient of your gift
• In the Billing Information – enter your information
• Complete Payment
• Your recipient will receive a welcome email – but they will not know who the gift is from. Please email them directly to confirm that they received your gift.

I purchased a course but I don’t have access…

Go to your My Content to view all of your purchased workshops.  If you are still having problems, please open a Support Ticket and we will take care of it asap!

I purchased an Apprentice, Refresher, or Course prep module – and I love it, and I wish I’d purchased the Comprehensive.  Can I upgrade?

Sure!  Open a Support Ticket and we’ll take care of this for you.

I’m a Teacher Trainer and I’d like to incorporate your Course Prep and Apprentice Programs into my program.  

Open a Support Ticket for info.

I’d like to purchase a prop I saw in one of your videos.

Most props are available in our Store.

I’d like to have Jennifer bring a live workshop to my studio.

We’d love to come see you.  Please visit our sister website for Details.