Customer Resources

We’re thrilled to be partnering with you!

Take advantage of the resources on this page to become more familiar with Wellbeats and learn how to educate, attract, and engage your Wellbeats users.

Marketing Resources

From posters to email templates to brand images, we have everything you need to promote Wellbeats inside your facility. Need something unique for your space? Let us know by submitting a marketing request form.

Frequently Asked Questions

We often get questions from both new and existing customers about our product or technology. We get it, sometimes you get stuck but chances are, you’re not the only one. Here’s our list of our most frequently asked questions.

Fitness Content and Subscription Questions

How do I change my content subscription?

Contact a Client Service team member for more information about changing your content subscription.

clientservices@wellbeats.com | 855.520.7500

How do I cancel a scheduled class?

For our 1.0 software (utilized on floor standing and large mounted kiosks) you can cancel the class within the Wellbeats 1.0 management portal at least 1 hour in advance of the start time. You can also cancel the class at the kiosk utilizing your Coordinator Login credentials .

For our 2.0 software (utilized on the flat panel touchscreens) you can cancel the class within the Wellbeats portal at least 15 minutes in advance of the start time. You can also cancel the class at the touchscreen after the class begins by hitting the back arrow in the upper left-hand corner.

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 for, play or schedule classes that you would have enough time to complete in that window of time.

How do I receive new classes?

As long as your system is connected to the internet, you will receive the regularly scheduled updates automatically. There is nothing you need to do on your end. Each of our three content subscription options offer a different collection of channels, workout plans and fit tests, so be sure to familiarize yourself with our package subscription options to ensure you have the right variety of classes to serve your audience.

How do I know when to expect new classes?

We typically send out an email communication to clients with class release details and preview videos a few weeks prior each content release.

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. Ensure that your Wellbeats system is connected to the internet, and if you are still having issues, contact Wellbeats Support.

Is there a limit to the amount of classes I can participate in per month?

You have unlimited access to Wellbeats classes.

Why are some of the app elements like images, videos and texts not loading on my device?

Ensure your device is connected to the internet and that the signal strength is strong.

Getting Started

How do I login and start using Wellbeats?

Choose which way you’d like to access Wellbeats.  You can use one or both options:
1. Download the Wellbeats App to your smart phone, or tablet.
a. Once installed, open the App and login using your Mayo email address and the temporary password that was previously emailed to you directly from Wellbeats.  Then, change (reset) your password.
b. If you do not know your temporary password, please refer to the next question, “I don’t know my temporary password. What do I do?”
2. From a computer, visit  www.wellbeats.com/login and select 2.0 Player or App.

I don't know my temporary password. What do I do?

Reset your password at any time. When prompted, enter your WORK email address to recieve instructions to create a new password.  If you are still not receiving Wellbeats emails, contact YouMatter@mayo.edu.

Can I access Wellbeats from my computer, phone or tablet?

Yes to all of the above!  Wellbeats is available on any device with internet access such as your computer at portal.wellbeats.com. You can also download the Wellbeats App onto any mobile device by using one of the following App stores:

• App Store for iOS devices such as Apple products
• Windows Store for Windows 10 devices
• Google Play for Androids

What mobile devices does Wellbeats support?

Most Apple and Android mobile devices and tablets that can access an App store will support the Wellbeats App. For mobile devices and tablets visit the following:
• App Store for iOS devices such as Apple products
• Windows Store for Windows 10 devices
• Google Play for Androids

How do I get started with classes?

Wellbeats classes are grouped into Channels based on style of class.  For example, look for:
• Fusion for yoga and Pilates
• TKO for kickboxing
Each Channel has a tutorial and basic class to help familiarize you with that style.  This helps to ensure that you get the necessary education to be successful from the start. We also suggest you start with the 20-minute class options and build to longer class durations as your fitness level improves.

Can I access Wellbeats fitness classes on my TV?

Yes, but you will need additional equipment.

• Apple TV: Access the Wellbeats App on your iOS device (ipad or iphone). Activate “Airplay” on your iOS device and connect to your Apple TV.  For best results connect directly to the Apple TV, do not use mirroring option.  Both your Apple TV and your iOS device must be on the same network.

• HDMI Cable: Access the Wellbeats App on your computer, tablet or mobile device and connect to your TV with an HDMI cable. Some devices will require an adaptor.

•Chromecast is a media streaming device that plugs into the HDMI port on your TV. Simply use your mobile device and the TV you already own to cast your favorite TV shows, movies, music, sports, games and more. Chromecast works with iPhone®, iPad®, Android phone and tablet, Mac® and Windows® laptop, and Chromebook.

•AirPlay allows you to wirelessly stream content from your iPhone, iPad, or iPod touch.  With AirPlay, you can stream music, photos, and videos to your Apple TV, or stream music to your AirPort Express or AirPlay-enabled speakers. And with AirPlay Mirroring, you can display your iOS screen on your Apple TV.

Can I pause, rewind or fast-forward a class?

Yes, you can pause, rewind, or fast forward your classes.  Tap your finger (if on device) or move your mouse (if on computer) over the video and a progress bar will appear over the video that will allow you to pause, rewind, or fast forward.  This is also where you can close the video if you want to stop early or select a different class.

How can I find the ideal class for me?

Under ‘Find a Class’ you will have the option to add a filter.  This allows you to narrow down your class preferences by the following:
• Duration (length of class)
• Class Type (cardio, resistance training, mind/body)
• Equipment (no equipment, dumbbells, resistance band)
• Instructor (Alex, Baron, Caesar)
• Channel (Vibe, eXpress, Stomp, Transitions)
You can apply more than one option per category and more than one category per filter (ex: by choosing only 20 and 30 minute duration classes, and classes taught Caesar, you will only see these class options).
Channel Quick Review:
• No Equipment Required: VIBE (dance), Fusion (yoga/Pilates) and TKO (kickboxing)
• Beginner: Transitions (active aging 45+) perfect for anyone getting started, returning to exercise after taking some time off or rehabbing from an injury or someone who is getting older but who wants to stay active and age gracefully. Remember: start with a 20 minute class.
• Best Core Workout:  All classes focus on core work, but the eXpress (fast, efficient fitness) will give you the best overall core focus.
• Biggest Calorie Burn: Kinetics (metabolic conditioning) which uses High Intensity Interval Training within circuits.
• More Information: Click on the Channel you are interested in under the class channel list and review a description displayed under the title.

Maintenance and Repair

I need to order a new lamp for my projection system. Who should I contact?

If you have a projection system, we highly recommend always having a spare lamp on site as they are not typically a product you can buy in a store. You can purchase spare lamps directly from Wellbeats.

ORDER A LAMP

What fitness equipment is needed for Wellbeats classes?

Download our Recommended Fitness Equipment List for a break down of which equipment and how frequently

Recommended Fitness Equipment List

What is the product warranty?

Download the Wellbeats Warranty guide

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 rebooting it to see if that resolves your issue. Depending on the model of your system, rebooting your system is done differently. Contact a support representative to walk through a clean reboot or troubleshoot your issue. Do NOT unplug your system.

support@welleats.com | 855.520.7500

Account and Billing

I'm selling my business, what do I need to do to transfer the 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. Each of you 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?

For our 1.0 software (utilized on floor standing and large mounted kiosks), visit the 1.0 management portal and select “Forgot Password”.

For our 2.0 software (utilized on the flat panel touchscreens and the mobile app), visit the Wellbeats portal and select “Forgot Password”.

How do I update my payment information?

If you would like to update your billing information, you can do so by completing the form below.

PAYMENT AUTHORIZATION FORM

Troubleshooting

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 cashe’ in your browser’s help menu.  Once cache has been cleared close and re-open the browser and sign in to portal.wellbeats.com.

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

Wellbeats requires a solid Internet connection in order to stream video. If video frequently buffers when playing videos at portal.wellbeats.com, 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 speakeasy.net/speedtest. 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 portal.wellbeats.com.
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?

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.

Our most recent blog posts.

Check out what’s happening at Wellbeats with our most recent blog posts.