Frequently Asked Questions
I already have a login, but it isn’t working when I try to check out. Why is this happening?
This could be happening for two reasons:
- Your credentials might be typed in incorrectly.
- Bonesmartpilates.com uses a separate login than Acuity, the platform used for booking live virtual classes.
If you don’t already have an account on Bonesmartpilates.com, you will be prompted to set a password during checkout. The email used during checkout and the password you set are the login credentials for our Member Area.
I want to purchase two separate memberships. How can I do this?
For any video content related question, join our private forum on Facebook. Teresa moderates all questions there. We have many people who are not generally active on Facebook but join this platform to have their questions answered there and to stay informed about new classes, workshops, articles and videos relating to bone health and aging strong.
Do I need to use separate email accounts for my BoneSmart Pilates account and Acuity?
No! You can use the same email address for both accounts—though you should use different passwords on each account for security purposes.
When will I be billed for my subscription?
Monthly subscriptions renew on the same day of the month as the original purchase. If you sign up for a subscription on July 1, your renewal will process on August 1.
Annual subscription renewals occur one year after the original purchase date.
How do I access my content once I’ve subscribed?
Once you’ve subscribed to one of our On Demand offerings, you can access your content in the Member Area. You can access the Member Area in our navigation by selecting “Access My Content.” Note that you’ll need to sign in if you haven’t already!
If I have a question about something in a video, what is the best way to contact Teresa?
For any video content related question, join our private forum on Facebook. Teresa moderates all questions there. We have many people who are not generally active on Facebook but join this platform to have their questions answered there and to stay informed about new classes, workshops, articles and videos relating to bone health and aging strong.
I missed a couple of Bursts videos. How can I go back and watch them?
Bursts are only available for a limited time, and are updated every Monday, Wednesday, and Friday at 6am. This is done intentionally so you’re motivated to check in and complete the exercises regularly.
How do I register for a live virtual class?
Virtual class registration takes place in the Acuity Scheduling platform.
If you have unlimited live class access through BoneSmart Buffet or BoneSmart Banquet, you can join live virtual classes in Zoom without pre-registering. For more information, view your Member Area.
How can I cancel my subscription?
To cancel your subscription, visit the Subscriptions tab in My Account.
If I cancel my subscription, will I receive a partial refund for the time remaining?
There are no prorated refunds; you have full access to your subscription for the rest of your purchase month.
