You’ve got questions. We’ve got answers!

(If this page doesn’t have the answer to your question, please scroll to the bottom to send a message to our support team. We work to answer all questions within 48 hours.)

Find answers by topic:
General Program and Class Questions
Access, Log-in and Account Questions
Video Playback Questions
Billing Questions – A La Carte Bundles
Billing Questions – Single Payment Courses & Programs
Billing Questions – Coaching & Challenge Program
Billing Questions – Premium Membership
Coaching & Challenge Program Questions

General Program and Class Questions

Will I receive a DVD or any other physical product with this purchase? Can I download the videos? 
All of our classes are digital products, and all of the class videos are available for streaming only. You will be able to access them with your username and password, and the website is fully optimized for mobile. Additionally, you can download any PDFs that come with your course.

How challenging are Healthy Moving Classes? Are your programs appropriate for me?
Absolutely! I teach poses and exercises progressively, first sharing the most basic alignment information. Then, I add layers of complexity for more experienced students.

There is another human growing in my belly right now. Do you offer prenatal modifications?
Congratulations! Healthy alignment is critical for ensuring optimal fetal positioning. Your alignment also plays an important role in the healing process after birth. I would love to help you improve your alignment with Healthy Moving during your pregnancy. (You’ll notice I was pregnant for the filming of many of the Healthy Moving classes.)

Almost every video on the site is appropriate and wonderful for prenatal students. If there’s a class involving a lot of prone or inverted poses, there will be a note for pregnant students to skip it in the contraindications section on the video page.

Do I need any props or equipment?
A good sticky yoga mat is helpful, but you can be creative with the other props. For instance, a long scarf can be used as a strap. Couch cushions make a good bolster. A large book or small stool can be used in place of a block.

What are the technical requirements to participate?
You will need a high-speed internet connection to stream the videos. A Facebook account will also allow you the most interaction with the program, but it is not required.

Tell me about your certifications, Jen. Are you the real deal?
I am a Certified Personal Trainer – Restorative Exercise Specialist™(CPT-RES), Registered Yoga Teacher (eRYT-500) with Yoga Alliance and a member of the International Association of Yoga Therapists. I’m also a certified Restorative Yoga Teacher, and I have completed prenatal yoga training.

I would love some personalized guidance about which videos may be appropriate for me. How can I get that?
All of the Workshop Series Courses and Challenge Programs come with a step-by-step plan for implementation. The Coaching and Challenge Program also allows Jen to take a look at you. Each week during our 6-week challenges, you can send her a video or a photo for feedback.

Additionally, Jen is available for a limited number of private live video consultations each month.

I’d like to give a Healthy Moving workshop or program as a gift. Do you offer gift certificates?
We sure do! You can purchase Healthy Moving gift certificates here.

Access, Log-in & Account Questions

I can’t remember my username and/or password?
If you’ve forgotten your username or password, you can reset it here. You will need to use the email address that you used when registering. If you can’t remember which email you used when purchasing, please email billing@healthymoving.com for assistance. We will locate your purchase and send you login details.

How do I change my password?
If you are already logged in using the system-generated password, you can change your password here. If you are not logged in and need to reset your password, you can do that here. (You will need to use the email address that you used when registering. If you can’t remember which email you used when purchasing, please email billing@healthymoving.com for assistance. We will locate your purchase and send you login details.)

How do I access the classes?
You can login here or using the top menu Login link on most pages on HealthyMoving.com. Once logged in, you can navigate to the various classes using the green classes and programs menu bar at the top of the screen or the course links on the main welcome page after logging in.

You were also sent an email with a direct link to your course upon purchase. That came from jen@healthymoving.com

I did not receive my welcome email with the course link?
That email comes from jen@healthymoving.com a few moments after your purchase is complete.  If you can’t locate that email, please contact us at billing@healthymoving.com

It is also a good idea to add this email address to your address book and/or move it to the priority tab in gmail. This will ensure you see all of the emails. (I promise not to clutter your inbox.)  

How do I update my email address with you?
You can update your email address with the “Update your profile” link at the bottom of each email from Jen. Or, you can contact billing@healthymoving.com for assistance.

Video Playback Questions

Can I watch the classes on my mobile device or TV?
Absolutely! You can access Healthy Moving on any device that has an internet connection. Gaming systems that allow you to surf the web on your TV screen and products like AppleTV also make it possible to watch our videos on your television.

I’m having trouble with the videos. They won’t play the whole way through or they are very choppy. 
Our videos are hosted on Vimeo, and they have an extensive troubleshooting guide here. If their tips don’t work for you, please contact us.

A La Carte Class Bundle (including but not limited to the Neck & Shoulder Bundle, Hip & Back Bundle, Healthy Sleep Bundle, etc.) Billing Questions

Will I be billed on a recurring basis for these classes?
A La Carte Bundles are single payment purchases. We do not store your payment information and will not bill you in the future.

How many times can I access the bundles I purchased?
You can access your purchased A La Carte Bundles as many times as you like, anytime you like!

When does my access expire?
You have lifetime access to any purchased A La Carte Bundles!

What is the refund policy for A La Carte Bundle Purchases?
There is a 30-day money back guarantee on all A La Carte Bundles. If you decide the course isn’t for you, simply contact billing@HealthyMoving.com for a full refund within 30-days of payment. (Of course, this would mean your access to all course content will be discontinued.)

Once a valid refund request submitted, the refund process will take no more than 14 days.

Refunds will not be given for prior A La Carte Bundle Purchases when they are included as a bonus offer with another larger course or program if 1) the purchase of the A La Carte Class Bundle was made more than 30 days ago, or 2) the larger course or program is being purchased with a special discount offer.

Single Payment Courses & Programs (Workshop Courses, Tech Body Fix Program, Mindset Mastery Program and Physical Education Program for Families) Billing Questions

Will I be billed on a recurring basis for these courses?
The Workshop Courses (Jump Start, Core, Pelvic Floor, Knee and Bunion), the Tech Body Fix Program, the Mindset Mastery Program and the Physical Education for Families Program are single payment purchases. We do not store your payment information and will not bill you in the future.

How many times can I access the courses I purchased?
You can access your purchased single-payment courses as many times as you like, anytime you like!

When does my access expire?
You have lifetime access to any purchased single-payment courses!

What is the refund policy for Single Payment Courses and Programs Purchased?

There is a 10-day money back guarantee on the Single-Payment Courses and Programs. If you decide the course isn’t for you, simply contact billing@HealthyMoving.com for a full refund within 10-days of payment. (Of course, this would mean your access to all course content will be discontinued.)

Once a valid refund request submitted, the refund process will take no more than 14 days.

Refunds will not be given for prior Single-Payment Course Purchases when they are included as a bonus offer with a Coaching & Challenge Program Membership.

Coaching & Challenge Program Billing Questions

Will you send me a reminder before my billing date of the upcoming payment?
Our payment processors do not send reminders of upcoming payments, but we do from our system. You need to be subscribed to Jen’s Coaching & Challenge Program Weekly Emails in order for that reminder to go through. Because we can’t control the deliverability of that reminder email or whether it will land in your inbox, please remember: You are responsible for tracking the end-date of your monthly/annual payment date. Please contact billing@healthymoving.com if you don’t remember your payment date, and we will happily look it up for you.

How do I cancel my membership?
Easy peasy! We’ll cancel your membership, no questions asked, at anytime. Simply email billing@healthymoving.com with your username to cancel. (Please email us at least 48 hours before your billing date to ensure we have time to process your cancellation.) You will receive confirmation of the cancellation. If you do not see it within 48 hours of your request, please email billing@healthymoving.com or fill out the contact box below as this is an indication we have NOT received your request and you may still be billed.

Important Note About Membership Rates: We do not raise the membership rate for current members. As long as you remain an active member, your monthly/annual payment amount will never go up. However, if you cancel and later wish to re-join, you will be subject to the membership rate in effect at the time you re-join.

What is the cancelation and refund policy for my Coaching & Challenge Program Membership?
There is a 10-day money back guarantee on your initial Coaching & Challenge Program membership payment. If you decide the program isn’t for you, simply contact billing@HealthyMoving.com for a full refund within 10-days of your initial payment. (Of course, this would mean your access to all program content will be discontinued.)

We’ll cancel your Coaching & Challenge Program membership, no questions asked, at anytime. Simply email billing@HealthyMoving.com with your username to cancel. You will receive confirmation of the cancellation directly from Paypal. If you do not see it within 48 hours of your request, please email billing@HealthyMoving.com as this is an indication we have not received your request.

If you cancel in the middle of the month/year, you will continue to have access to all of the Coaching & Challenge Program classes on HealthyMoving.com for the remainder of the term you have paid for. However, you will lose access to the Facebook Group and stop receiving program emails immediately.

Refunds are not available for subsequent monthly Coaching & Challenge membership payments (i.e., payments after your first month). If you cancel after a subsequent monthly payment has been made, you will continue to have access to all of the Coaching & Challenge Program classes on HealthyMoving.com for the remainder of the month you have paid for. However, you will lose access to the Facebook Group and stop receiving program emails immediately.

Refunds for subsequent annual Coaching & Challenge Program payments (i.e., payments after your first year) will be granted, less a $45 administrative fee, if requested within 10 days of payment. Refunds are not available for subsequent annual Coaching & Challenge membership payments after 10 days. If you cancel more than 10-days after a subsequent annual payment, you will continue to have access to all of the Coaching & Challenge Program classes on HealthyMoving.com for the remainder of the year you have paid for. However, you will lose access to the Facebook Group and stop receiving program emails immediately.

Premium Membership Billing Questions

Important Note: This membership has not be open for new students since May of 2015. If you were a member prior to that time, and cancel that membership, you will not be able to register for it again.

Will you send me a reminder before my billing date of the upcoming payment?
Paypal does not send reminders of upcoming payments. You are responsible for tracking the end-date of your monthly/annual payment date. Please contact billing@healthymoving.com if you don’t remember your payment date, and we will happily look it up for you.

What is the cancelation and refund policy for my Monthly/Annual Premium Membership?
We’ll cancel your premium monthly/annual membership, no questions asked, at anytime. Simply email billing@HealthyMoving.com with your username to cancel. You will receive confirmation of the cancellation directly from Paypal. If you do not see it within 48 hours of your request, please email billing@HealthyMoving.com as this is an indication we have not received your request.

Refunds are not available for monthly premium membership payments, but if you cancel in the middle of your subscription month, you will continue to have access to all premium library content for the remainder of the month you have paid for. Your access to premium library content will terminate at the end of the month you’ve paid for.

A full refund, less a $20 administrative fee, will be granted for annual premium membership payments, if requested within 10 days of payment. Refunds are not available for annual premium membership payments after 10 days, but if you cancel in the middle of your subscription year, you will continue to have access to all premium library content for the remainder of the year you have paid for. Your access to premium library content will terminate at the end of the term.

Coaching & Challenge Program Questions

What level of experience is the Coaching & Challenge Program for? 
All levels! I teach poses and exercises progressively, first sharing the most basic alignment information. Then I add layers of complexity for more experienced students.

What happens after I register?
Your access begins immediately so you can get started right away. You’ll soon get a couple of orientation emails to get you familiar with all of the program benefits.

How frequently will the Coaching & Challenge Program run challenges?

The program includes full access to FIVE 6-week challenges and THREE 30-day challenges. Here’s what the annual challenge calendar looks like:

  • Early January – Mid February: Winter 6-Week Challenge
  • March: 30-Day Challenge
  • Mid April – May: Spring 6-Week Challenge
  • June: 30-Day Challenge
  • Mid July – August: Summer 6-Week Challenge
  • September: 30-Day Challenge
  • October – Mid November: Fall 6-Week Challenge
  • Late November – December: 6-Week Holiday Challenge

What are the technical requirements to participate?
You will need a high-speed internet connection to stream the videos. A Facebook account will also allow you the most interaction with the program, but it is not required.

If you didn’t find the answers you were looking for, use this form to contact us. We are here to help!

 

This article has 4 comments

  1. anitab Reply

    I love this new home for Healthy Moving – easy to navigate as well as attractive – wonderful!!

  2. Elizabeth Plumberg Reply

    Hi Jen,
    I am going through the Core Development class and just have a question about when I am lying on my back and getting my pelvis into neutral alignment. You mention that my thighs should be touching the floor and mine don’t. Idk if this is b/c I have really skinny thighs or if I am not really properly aligned or some of both. When I tip my pelvis to what seems toward neutral my lower back…i.e. sacrum and lower lumbar area raise away from the floor and it’s harder to get my ribs down. I really feel this along my lower thoracic spine…What feels like intercostal muscles but is maybe the psoas? It’s like it’s pulling near the area where it attaches there. I feel pulling/cramping in this same region when I am doing a couple of the exercises…the overhead shoulder and chest stretch and the pelvis bolstered psoas stretch. So maybe it’s just that it’s not stretched out enough yet, but I wanted to make sure that allowing my lower back to arch more to put my pelvis in neutral was the right thing to do or just not sure I’m lining it up right when I am supine. How can I know I’m truly in neutral?
    On another note, I am loving your classes. I heard of you b/c of the Ultimate Bundles and did some of the exercises over the summer and was very excited to get another class this fall. It has made me very aware of my posture, sitting and standing and I am loving the core class so far. Thanks so much for making these available to the bundle users. I love how you teach and explain things so thoroughly. FYI, I am 54. Mom of 4 boys, whom I homeschooled 0-12th grade…soon to be a grandma for the first time in December. Yay! I am pretty fit (but not over the top) and regularly exercise when I’m not traveling. I took a long break this summer/fall and need to get back at my routine, but I love how I can put your exercises into my day even when I don’t take (or have) the time to workout…and that health and fitness is a 24/7 thing…not a once and done thing. Love your philosophy! Sorry for the book. Thanks so much….Elizabeth (but I go by Beth Ann:-)

  3. gina Reply

    your link isn’t working to access material with coupon
    please let me know if it is something i am doing

  4. Amanda Lashbrook Reply

    I have been trying to log in and have reset my password but it is still not working. Is this because I no longer have a subscription?

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