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OM LIFE LIVING Support

SUPPORT / FAQ

Still have questions? Email us at info@omlifeliving.com, with “Om Life Living” in the subject line. We’ll respond within 48 hours.



SUBSCRIPTIONS / PURCHASES

PURCHASING A SUBSCRIPTION

Subscribing to  Om Life Living means you will have unlimited 24/7 streaming access to all videos we have included in the Subscription package for a recurring monthly or yearly price. The number of videos included in the Subscription package can vary. We may add or remove videos from time to time.

HOW DOES THE FREE TRIAL WORK?

Signing up for our free trial allows you to give Om Life Living a test drive without being charged for 7 days. Once the Free Trial expires, you’ll be transitioned into being a full-fledged Subscriber, and will be automatically billed monthly at the subscription price set when you first began your Free Trial. You’ll be able to stream all of our subscription-available videos anytime, anywhere, from nearly any mobile device, and you’ll also have our everlasting thanks for your support. Please note, in regards to cancellations there are no refunds. To avoid being charged after starting a trial you must cancel the trial before expiration.

IF I UNSUBSCRIBE, WILL I LOSE ACCESS TO THE CLASSES?

Yes, just like Netflix, if you unsubscribe, you will lose access to any members-only content.

DO I HAVE TO SUBSCRIBE IF I JUST WANT TO ACCESS THE FREE CLASSES/VIMEO PURCHASES?

While we certainly hope for you to subscribe, you don't need to subscribe to create an account, simply choose any subscription and enter your customer information (e-mail, full name, and password), click continue and abandon cart. If you are have an existing Vimeo purchase, simply email us with the e-mail/name you used to sign-up along with a proof of purchase receipt for your Vimeo purchase, and we will add it to your account! 

WHAT IF I ALREADY PURCHASED A 'SERIES' FROM VIMEO

That’s amazing! Those classes are yours to keep forever! And, even better - you can now view them on this platform by simply shooting us an email at info@omlifeliving.com (subject line: SERIES ACCESS) with a proof-of-purchase receipt and we'll add the collection you've purchased to your account! Subscribe monthly to gain access to new content and bonus features!

PURCHASING BUNDLES OR CLASSES FOR BUY-TO-KEEP

Any customers that have previously purchased any individual programs (such as Series from Vimeo) still have access to those videos. To view those videos, make sure that you are logged in, and you can search for the Series Category from the Explore Classes page on the website or in any of our apps. You will be able to play the videos right from their individual Program Page on our website.

I'VE PURCHASED CLASSES OR BUNDLES, WHY CAN'T I ACCESS THEM ON THE APP?

Our app is a premium feature available for all subscription holders. You can access your purchased classes on our website. Subscribe monthly or annually to gain full access to our app including calendars, scheduling, journaling, community, and more

I WANT TO BUY A CLASS, BUT IT'S NOT AVAILABLE FOR BUY-TO-KEEP

Certain classes are exclusive to members-only, but we are always keen to listen!  Submit a request to info@omlifeliving with subject "BUY-TO-KEEP REQUEST", we'll review all requests and release popular demands for buy-to-keep!


GENERAL FAQ

DO I NEED ANY PROPS?

It's highly recommended that you invest in a few props to not only help support your practice but also to help keep you safe! We recommend an 8 ft. long strap, 2 blocks (high density foam or cork), and optionally a yoga wheel (our favorite is the 12" body wheel) and bolsters are great options as well! If anything, a step stool and a long pair of stretchy pants will work too ;)

You can find my favorite prop recommendations here: www.amazon.com/shop/janiceliou

WHAT IF I CAN'T FIND MY CLASS?

If you cannot find your class, search it in the search bar and add it to your Favorites list. To add a video to your Favorites list click on the little star that appears under the video. To delete a video from your Favorites list play the video and click the star again. It will then be removed from your list.

HOW DO I CREATE A FAVORITES LIST?

To add a video to your Favorites list click on the little star that appears under the video. To delete a video from your Favorites list play the video and click the star again. It will then be removed from your list.

MY VIDEO DOESN’T PLAY BACK SMOOTHLY. HOW CAN I FIX THIS?

Video playback depends on many factors including the computer/device being used, the internet browser, internet connection quality, and many other variables. If there are playback issues, try viewing the video in a different web browser. If that doesn’t help, try using a different computer/device and making sure your internet connection is strong. These are usually the simple fixes for playback issues you may have.

Additionally, some older versions of Android (prior to version 4.3) did not manage secure video playback well. This is an Android issue which can easily be resolved by ensuring you have the latest version of Android installed on your device along with Google Chrome. Some Android devices, such as Samsung phones, come with a custom browser that does not support secure video playback. Please ensure you are actually running Google Chrome on your Android device.

MORE TIPS TO HELP PLAYBACK ISSUES:

1. Make sure you have a fast and stable internet connection. We recommend a minimum download speed of 10Mbps for smooth playback.

2. Try refreshing your browser, or switching to a modern browser like Google Chrome, Firefox or Safari.

3. Restart your wireless router or modem.

SHOULD I PRACTICE USING THE VIDEOS IF I AM INJURED, HAVE MEDICAL CONDITIONS, OR AM PREGNANT?

If you have past or present injuries, medical conditions, or are pregnant, check with your doctor first before doing any yoga. No matter what your experience, listen to your body.

BILLING AND ACCOUNT MANAGEMENT

I SIGNED UP FOR A FREE TRIAL, BUT NOW I'M BEING CHARGED, WHAT HAPPENED?

Free Trials only last for a certain period of time before converting into full-fledged Subscription accounts. Your Free Trial period has simply expired and you will now be billed monthly or yearly according to the pricing you agreed to when activating your Free Trial.

I UNINSTALLED THE APP ON MY PHONE. HOW DO I CANCEL MY SUBSCRIPTION?

IMPORTANT: Uninstalling the app will not automatically cancel your subscription. You must cancel your subscription to end your subscription. If you uninstall the app without cancelling your subscription, you will still be charged. When you cancel a subscription you will still have access to your subscription for the remainder of the time for which you have already paid.

MY CREDIT CARD IS BEING DECLINED. WHY IS THAT?

Many credit/debit cards have online purchase restrictions. If your card is being declined, please contact your credit card company to let them know the purchase you would like to make is valid. Also, certain credit/debit cards do not allow for recurring subscription billing, and therefore, may be denied.

HOW DO I UPDATE MY CREDIT CARD?

Changing your credit card information is easy. Sign in to Om Life Living, then follow these simple steps:

MY ACCOUNT > Billing

I CAN'T REMEMBER MY PASSWORD. WHAT DO I DO?

If you have forgotten your password, simply click on “Sign In” from the Menu. You will be taken to the Sign In page. Click “Forgot Password”, enter your email address when prompted and click “Send Instructions”. You will then be sent an email with instructions on how to reset your password.

HOW DO I CHANGE MY PASSWORD?

Once signed into Om Life Living, you can change your password by selecting MY ACCOUNT > PASSWORD in the menu.

I CLICKED ON THE "FORGOT PASSWORD" LINK BUT NEVER RECEIVED A RESET PASSWORD EMAIL. WHAT DO I DO NOW?

Try checking to see if it was accidentally sorted into your spam folder in your inbox. Also, make sure that the email you’re checking is the same as the one used on your account. If all else fails, contact us at info@omlifeliving.com and we’ll assist you in getting back in.


CAN I GET A REFUND?

Subscriptions and purchases are non-refundable. If you are on a monthly recurring subscription you may cancel at any time and will not be charged for further months. You will still have access to the videos until the period you have paid for expires. If you are on a yearly subscription you may cancel at any time but will not be refunded for the remaining period of your subscription. You will still have access to the videos until your year ends. No further charges will be made once you cancel your subscription.

Do you have any questions?

Please, contact us!