Frequently Asked Questions

Fitness Content and Subscriptions

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:

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. | 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.

Is there a limit to the number of classes I can participate in each month?

Nope! You have unlimited access to all Wellbeats classes included in your subscription package.

Maintenance and Repair

My projector lamp needs to be replaced. How can I order a new one?

Although Wellbeats does not sell replacement lamps for projectors, you can purchase them directly via many online retailers. Check your projector for the model number and search online for the correct lamp model number listed below:
Projector Model # Replacement Lamp #
Vivitek D940/945 581110686-s
Vivitek D950 5811116617-su
Vivitek D952 5811116885-s
Vivitek D963 5811116701-s
Vivitek D882-st 5811119560-svv
Vivitek 755-st 5811118004-svv

What fitness equipment is recommended for Wellbeats classes?

To view recommended fitness equipment for Wellbeats classes, please download our Recommended Fitness Equipment List here:
Recommended Fitness Equipment List

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. | 855.520.7500


I am having trouble streaming video from my computer, what steps can I take to troubleshoot?

1. Check your wireless connection to ensure you have strong signal strength. Disconnect and reconnect to your network.
2. Close all applications and re-boot your computer. Reconnect to your network.
3. Check your web browser to ensure it is a supported version. If you have another browser try playing the video from that browser.
4. Clear your browser’s cache. To find out how to do this, search for ‘clear cache’ in your browser’s help menu. Once cache has been cleared close and re-open the browser and sign in to

My video frequently buffers on my computer. How can I fix it?

Wellbeats requires a solid Internet connection in order to stream video. If video frequently buffers when playing videos at, try these steps:

Step 1: Check your wireless signal strength
If you’re using a wireless network, check the wireless signal strength on your computer. If you have a weak wireless signal (one or two signal bars), look online for ways to strengthen the wireless signal (i.e. moving your computer closer to your wireless router).

Step 2: Check the speed of your Internet connection
Check the speed of your Internet connection by using an online site such as A high-speed connection with a minimum download speed of 3 Mbps is needed to stream videos. If you find that your download speed is less than 3 Mbps, contact your Internet provider for help.

Step 3: Power cycle your computer and network devices
Try power cycling your computer and network devices:
1. Close all apps and then turn off your computer.
2. Unplug the power cord from your network devices (i.e. modem and router).
3. Plug in your network devices one at a time, letting each device power up before connecting the next (start with the modem first).
4. Turn on your computer and go to
5. Try playing a class.

Step 4: Try a wired connection
Try connecting your connected TV device, game console, or computer to your home network using an Ethernet cable.
The steps above typically resolve issues with your Internet connection. However, 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.

Video is blurry, pixelated, or poor quality on my computer. How can I fix it?

Wellbeats streams video at the highest quality possible. Internet connection speed or network bandwidth can impact the quality of video playback. A high-speed connection with a minimum download speed of 3 Mbps is required.
When streaming video, Wellbeats adjusts the video quality based on the strength of your network bandwidth and connection speed. If the network bandwidth is too low or the connection speed commonly falls below 3 Mbps, you might get a lower resolution video or only audio playing. If the Internet connection drops altogether, video will stop playing and you’ll be prompted to reconnect.

Account and 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 reset my password?

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

How do I update my payment information?

To update your billing information, complete the form below.


Account and Administration

Class Scheduling

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.

How do I adjust the class capacity for my scheduled class?

To adjust the class capacity of a scheduled class, visit our Wellbeats Portal using your administrator login credentials. Once logged in, navigate to the Main Menu and select Settings, then Customers. Select your customer name and facility in the dropdown menu. This will bring you to the studio details screen where you can adjust the capacity.

Keep in mind you can only assign the capacity for the studio, not for individual classes. We recommend that you consider the amount of equipment you have available for users before setting the capacity.

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.

When scheduling, why am I sometimes limited to only certain classes?

If you have a class scheduled to automatically start in the near future, your system may only allow you to search, play or schedule classes that you are able to complete in that window of time.

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.

User Management

How do I create an administrator login for my account?

To create an administrator login, please submit a request to our Client Services team. A Wellbeats representative will set up the initial account and additional users can be added by the administrator. | 855.520.7500

Can I add multiple administrators to my account?

Yes, you can add as many administrators as you would like to your account.

To add multiple administrators, login to the Wellbeats Portal. In the dropdown menu, select Settings, then Members. In the top right corner, select Add and type in the user’s information and permission levels. Permission levels include Customer Manager, Facility Coordinator and Facility Manager.

Once the steps above are completed, the user will receive an email with their username and password to login to the system.

What permissions does an Account Administrator have access to in the Wellbeats system?

All customer administration functions can only be performed within the Wellbeats Portal. Once logged in, administrators have the ability to:

  1. Create and manage users
  2. Remotely schedule classes to auto-start (in-facility only) to build community in your facility with the Wellbeats System
  3. Adjust studio and facility settings
  4. Receive Wellbeats communications and monthly utilization reports

Can my users access Wellbeats on their personal devices?

Yes, with your content subscription package you are able to give users access to the Wellbeats application. Wellbeats is available in iOS (phone and tablet), Android (phone and tablet), Windows 10, Apple TV and the website ( There are 2 permission levels:

Facility Member: this is free for all customers. Facility members have the ability to view class previews, save classes to Favorites, log Fit Test results, enroll and track progress in Workout Plans and reserve seats in classes scheduled by the administrator.

Streaming Member: this is a fee-based service that can be added at any time to your subscription. In addition to all functions available to facility members, streaming members also have the ability to stream the Wellbeats videos right from their personal device or computer.

For more information about streaming or pricing, please contact a Client Services representative. | 855.520.7500

How do I add Facility Members or Streaming Members to my account?

There are 4 ways to create users in your account:

Users can self-register at the touchscreen: From the Touchscreen, a user can navigate the main menu and select Login, then Register. If you do not see a Register button on the login screen, please contact and a Wellbeats representative can enable the setting for you.

Administrators can manually add users:  To add new users, administrators can login to the Wellbeats Portal and select Settings in the main menu, then Members, then Add.

Add the user’s information and select Facility Member or Streaming Member as a permission level, then select Save. Once this is completed, the user will receive an email with their username and password to log-in to the system.

Administrators can add a large quantity of users through our Eligibility File Load process: This Eligibility File Load enables you to upload an excel spreadsheet with your users’ information. Each time you load a new file, the Eligibility File Load will add the information to the original spreadsheet and deactivate users who are no longer listed in the file.

If you are interested in loading users through this method, please contact

Users can register using an Invitation Code:  An invitation code can be created for you to allow users to register on the application or website by entering the invitation code associated with your account.  To request an invitation code, please contact

How do I deactivate users?

As with all administrative functions, deactivating users can only be performed within the Wellbeats Portal.  After logging in with your administrator login, navigate to the main menu and select Settings, then Members. Add in the user’s name or email address, then select Search.  Select the user and un-check the Active Member setting.


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

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