Frequently Asked Questions

Sales & Marketing Questions

What are the subscription package options offered by Wellbeats?

We have 3 content subscription packages: Basic, Plus, and Premium. Each package includes different levels of content at different price points.

To learn more about each package, click here.

How do I learn which channels, classes, fit tests and workout plans are included in my subscription?

To learn more about what is included in each subscription package, please visit: www.wellbeats.com/programming.

How do I change my content subscription?

To change your content subscription, please reach out to a Client Services representative using the contact information below.

clientservices@wellbeats.com | 855.520.7500

How do I receive new classes?

All new classes will be uploaded automatically. As long as your system is connected to the internet, there is nothing you need to do on your end. Each of our 3 content subscription packages offer a different selection of channels, workout plans and fit tests. Be sure to familiarize yourself with our subscription package options to make sure you have the right variety of classes to serve your audience.

Our marketing team will send out an email notifying you about new content that is added. For the latest updates about Wellbeats, follow us on Facebook, Instagram, and Twitter.

On the application home screen you can find the latest release under the heading “recently added”.

Will I be notified when new classes are added?

Yes! A few weeks prior to each content release, you will receive an email communication with class release details and preview videos of upcoming classes.

For the latest updates about Wellbeats, follow us on Facebook, Instagram, and Twitter.

How do I reset my password?

Visit the Wellbeats Portal or any of the application log-in screens and select “Forgot Password”.

Wellbeats was recently installed at my property. Where can I find Wellbeats training?

Please visit our video tutorials https://wellbeats.com/tutorials-more/

What is included in my Wellbeats content subscription?

Wellbeats offers a wide variety channels, classes, fit tests, and recommended workout plans in each Wellbeats subscription package, please visit to learn the specifics: https://wellbeats.com/our-product/fitness-classes-and-channels/

How can I add Silver and Fit or Kids content to my Wellbeats subscription?

Please fill out https://wellbeats.formstack.com/forms/contentchange

What resources are available for promoting Wellbeats in my facility?

Wellbeats offers monthly marketing kits for our clients to promote living a healthy lifestyle. These kits, posters, digital displays, flyers, and workout plans can be found at https://wellbeats.com/marketing-resources/

How do I receive updates on newly added content?

Please check out our blog and follow us on social media on LinkedIn, Facebook, Instagram, and Twitter to be notified that we have added new content. In the Wellbeats app, you will see the “Recently Added” header.

What is the best way to promote Wellbeats on a tour?

When using Wellbeats as a selling point for a membership or amenity, we recommend going to your favorite channel and playing a class preview for someone. You can high the type of classes available, the various levels of difficulty, and the ability to have a guided workout.

Technical Support Issues

What is the product warranty?

For our product warranty, please download the Wellbeats Warranty Guide here:
Wellbeats Warranty

My in-facility system is not working properly. What do I do?

If your in-facility system is not working properly, you can try to reboot it. Rebooting our system is operated differently depending on the model of your system. Contact a support representative to walk through a clean reboot or troubleshoot your issue. It is important to NOT unplug your system.
support@welleats.com | 855.520.7500

What can I do if my Wellbeats kiosk isn’t turning on?

Start by checking if your Wellbeats kiosk power cable, HDMI cable, and your Ethernet cable are connected.  Then hold the power button down for 5 seconds to reboot your Wellbeats kiosk.  Next, reconnect your internet connection to ensure you have strong signal strength to your network.

Can Wellbeats schedule a technician to come troubleshoot my Wellbeats?

We offer complimentary Wellbeats technical support by email and phone.  If you’re under the 90-day labor warranty, we can schedule a technician at no cost.  If you’re beyond the 90 days, we can schedule a local Ammacore technician to come to your property for $250 for the visit.

If you continually experience frequent buffering when streaming video, you might want to investigate further by monitoring fluctuations in your connection speed over time and working with your broadband provider to troubleshoot any issues.

What should I check if I cannot hear the Wellbeats audio?

Find the sound bars in your studios and check the detail.

What is the warranty for the Wellbeats kiosk?

Please review our Wellbeats Warranty here

Administrative Questions

Can I schedule a class to automatically play at a certain time?

Yes, you can schedule a class to play at a specific date or time by logging into our Wellbeats Portal using your administrator credentials. Scheduling classes in advance is a great way to promote Wellbeats and increase user engagement.

To schedule a class, navigate to the class you would like to schedule. On the class details page, select Schedule Class. Select the date and time you would like to schedule, then select Schedule.

If you would like to schedule the class as recurring, select the Recurring Classbox which will allow you to repeat the class as often as you would like on the schedule.

To block the studio for a live class or reserve it as unavailable select “Class Schedule” from the menu and “Schedule Event”. This will allow you to schedule a “Live Class”, “Other”, or “Room Unavailable”.

How do I cancel a scheduled class?

Administrators can cancel the class within the Wellbeats Portal for at least 15 minutes in advance of the start time. Navigate to the “Class Schedule” from the menu and find the class you want to cancel. Select “Join” then “Cancel”. You can also cancel the class at the touchscreen after the class begins by selecting the back arrow in the upper left-hand corner of the touchscreen.

I do not see the option to schedule a class. What should I do?

To access the schedule option, double check you are logged in as an administrator (versus a user). Navigate to the main menu and select Settings, then Customers. Select the Enable Scheduling box to access scheduling.

Scheduled classes are not showing up on my system's schedule. Why not?

An active internet connection is required for the scheduling feature to work. Double check that your Wellbeats system is connected to the internet. If you are still having trouble, please contact Wellbeats Support and a representative will help you.

support@wellbeats.com

Will I be given reports so I can track my users' login history?

Customers can request monthly reporting by emailing clientservices@wellbeats.com. This report will be sent by the fifth business day or each month via email.

Where can I receive training on how to navigate the Wellbeats app?

We have AMAZING video tutorials on how to navigate the Wellbeats app and schedule classes. Please check out this video.

Do I or my users need to sign into the Wellbeats app at the Wellbeats kiosk/touchscreen?

Please do NOT sign in at the kiosk.  Administrator will sign in to schedule classes at the Wellbeats Portal with their administrative log in credentials.

How do I create an administrative account?

Go to the Wellbeats Portal and log in using your work email address as the username.  Click Forgot Password and a temporary password will be sent to your email.

How far in advance can I schedule classes?

Wellbeats administrators can schedule classes up to 15 minutes in advance of the present time they are scheduling.  Our best practice is to create schedules on a monthly basis.

Can I create a non-Wellbeats class event in the schedule I create?

Yes you can.  We recommend that this is not a reoccurring event because it won’t allow you change the event in the future.  For example, if you create a Room Unavailable at a certain time, there’s no way to delete this event.

Can I cancel a scheduled class?

Yes, as long as it is not a reoccurring class and it more than 15 minutes before the class start time. 

How do I delete a scheduled class?

Go to your class schedule, click on the blue Sign Up button, and click Cancel class.

Why would I want to auto-starting classes for my users?

This is Wellbeats’ best practice to encourage users to try new classes and become encouraged to try working with Wellbeats.

Where can I find Wellbeats usage reporting for my facility?

Customers with Wellbeats 1.0 software can access on-demand reporting through the management portal. Customers with Wellbeats 2.0 software can request monthly reporting by submitting an administrator request here.

Billing

I'm selling my business. How do I transfer my subscription to the new owner?

If your business is being sold or under new ownership, you will need to transfer the license and subscription to a new owner. Both you and the new owner will need to fill out respective forms to transfer ownership. Feel free to reach out to Wellbeats Client Services with any questions.

Change of Ownership Form – Previous Owner
Change of Ownership Form – New Owner

How do I update my payment information?

To update your billing information, complete the form below.

PAYMENT AUTHORIZATION FORM

With Wellbeats being a subscription service, when will I receive my bill or invoice?

Wellbeats subscription invoices are either monthly or annually distributed via email depending on your selection.

Would you like to know what subscription your facility is on or change you’re the frequency of the invoicing?

Please notify our Billing team of your reques by submit a Billing Request form at wellbeats.com/billing-request/

What should I do if I have not received a Wellbeats invoice for my facility?

If you have yet to receive your invoice, please notify our Billing team to update your account information. We could possibly be sending the invoice to an old manager or the previous management company. Submit a Billing Request at https://wellbeats.com/billing-request/

Who should I send my vendor set up packages to?

Please email the vendor set up packages to billing@wellbeats.com prior to receiving your first email for timely return. Our Billing team can also provide a W-9 and certificate of insurance if your need that also.

How can I update my credit card or ACH payment for my subscription?

Please fill out a Payment Authorization Form https://wellbeats.formstack.com/forms/billing_payment_authorization

What should I do to transfer my subscription to a new owner when I sell my business?

If you are selling the business, we suggest you submit a Wellbeats subscription cancellation form so that we can cleanly close the ties https://wellbeats.formstack.com/forms/subscription_cancellation_form

We will start a new subscription with the new property managers if they would like by asking them to fill out a https://wellbeats.formstack.com/forms/changeofownership

Where can I find the Wellbeats contract to have in my files?

Wellbeats is a subscription service that operates with a mutual understanding of the Wellbeats Terms and Conditions. You can download a copy at https://wellbeats.com/terms-and-conditions/

Will my Wellbeats subscription cost go up this year?

Wellbeats will proactively notify administrators if we change our subscription price.

The Wellbeats hasn’t been used/working for months can I receive a credit for my subscription?

Per our terms and conditions, Failure to maintain the specified internet connection requirements may result in your inability to access the Content Services. If you fail to maintain an internet connection, the quality and availability of the Content Services will be affected. Any suspension, interruption, or unavailability of your internet service will not reduce your monthly fee for Content Services.