The video won't load or keeps buffering - Check your internet connection — video needs a steady connection to start. - Switch from mobile data to Wi-Fi (or vice versa) if one is weak. - Close the app fully and reopen it. "Could not load exercise" The exercise may have been temporarily unavailable. Go back and open it again. If it persists, it may have been removed by the instructor. The video plays but there's no sound - Check your phone isn't on silent and the volume is up. - Some exercises are guided by on-screen movement rather than narration. Mirrored view is greyed out Not every exercise has a mirrored version yet. When it's unavailable the app says so — use the normal view. Auto-repeat isn't looping Turn it on in Profile → Playback → Auto-repeat exercise video. It applies to exercise videos played on their own. It didn't count toward my goal / streak A session is logged when the video reaches the end. If you stop partway through, it may not count. Let it play to completion (auto-repeat keeps it as one history entry).

🛠️ Troubleshooting

Subscription not showing

If you're paying but the app acts like you have no subscription: 1. Restore purchases Profile → Subscription → Restore purchases, and confirm with the store account that bought it. See Restoring purchases. 2. Check the store account You must be signed in to the same Apple ID or Google account that made the purchase. A subscription can't move between Apple and Google. 3. Give it a moment Eazymoov re-checks your subscription every time the app comes to the foreground. Close the app fully and reopen it, then wait a few seconds. 4. Check the subscription is actually active - iPhone: Settings → your name → Subscriptions. - Android: Play Store → Payments & subscriptions → Subscriptions. If it shows as expired or cancelled, that's why the app doesn't unlock it. 5. Trial just ended? If your free trial converted and the payment failed (e.g. expired card), the store marks the subscription as on hold. Fix the payment method in your store and it reactivates. Still stuck? Contact support with the email on your account and your store receipt.

🛠️ Troubleshooting

Sign-in problems

The email code didn't arrive - Wait a minute — it can take a moment. - Check your spam / junk folder. - Make sure you typed your email correctly. - Tap Resend code when the button becomes available. - Try the sign-in link in the email instead of typing the code. "That code is invalid or has expired" Codes expire after 10 minutes and can only be used once. Request a new one with Resend code and enter the latest code. The magic link opens a browser and nothing happens Open the link on the same phone that has the Eazymoov app installed. If it opens in a browser, the app should take over; if not, go back to the app and type the 6-character code instead. Apple Sign In fails If you previously deleted your account and try to sign in with Apple again, Apple may withhold your email. Fix it in: iPhone Settings → your name → Sign in with Apple → Eazymoov → Stop Using Apple ID, then try again. Google Sign In fails Make sure you complete the Google screen and don't close it early. Try again, and check your internet connection. I'm signed in as the wrong account Open Profile → Sign out, then sign in with the correct email / provider.

🛠️ Troubleshooting

QR code problems

"QR code has expired" Your QR code refreshes every 90 seconds and each one is valid for about 2 minutes. Keep the screen open, wait for it to refresh, and let your instructor scan again. Turn your screen brightness up. "This QR code was already used" Each code can only be scanned once. Let it refresh to the next code and try again. "Session card is full" / "has expired" - A card holds 10 sessions; once used up it's complete. - Cards are valid 1 year from issue. - Ask your instructor for a new card. "No active session card found" You don't currently have an active card. If you have an Unlimited subscription, show the subscription QR instead. If you're in a program, show the program QR. Otherwise ask your instructor to issue a card. Wrong QR code The Session Cards screen can hold several codes (session card, subscription, program). Swipe to the right one for the class. Nothing scans and I'm offline QR codes only cache if you opened the Session Cards screen while online at least once. Connect to the internet, open the screen, then they'll work offline. NFC card won't link - Turn on NFC (Android: Settings; iPhone: always on). - Hold the card flat against the back of the phone and hold still. - If it says the card is linked to another account, ask your instructor.

🛠️ Troubleshooting

Can't join a class

The Join button isn't there - The Join button appears 10 minutes before the class start time, and only if you're enrolled. Before then you'll see a message saying when it will appear. - Make sure you actually enrolled — check the Upcoming classes widget on Home. "No meeting link" / "Could not join" The instructor may not have finished setting up the Zoom meeting. Wait a minute and try again. If the class has started and it still fails, message the instructor from the class page. Zoom doesn't open - Install the Zoom app from your app store for the best experience, then tap Join again. - If Zoom is installed but doesn't launch, close it fully and retry. I'm enrolled but got no reminder Check Profile → Notification Preferences — "Class starting soon" and "Class started" must be on for push and/or email. See Turning on push notifications. In-person class: my QR won't scan See QR code problems.

🔒 Account & Privacy

Your profile and app language

Open your Profile by tapping your photo/avatar. Editing your profile - Profile photo – tap the circle to pick a new photo from your library. - First name / Last name – this is what instructors see on enrolment lists and in chat. - Email – shown for reference. - Training level – Beginner, Intermediate or Advanced. This drives your "For you" suggestions and recommended goal targets. Tap Save changes when done. App language Under App Language you can choose: - Use device language (default) – Eazymoov follows your phone's language. - English, Nederlands, or Français explicitly. The change applies immediately. Exercise and series titles also appear in your chosen language when the instructor has provided a translation. Playback settings Profile → Playback has Auto-repeat exercise video — loop exercise videos until you stop them. Cached video means replays use no extra data. Other profile sections - Subscription – your plan, upgrade, manage, restore - Privacy – the "Help improve the app" toggle - Support – contact the Eazymoov team - Legal – Privacy Policy and Terms of Use - Sign out and Delete account

How can we help?

Browse by topic

Subscription & Billing

Exercises

Series

Classes

Programs

Session Cards

Goals & Progress

Messages

Notifications

Account & Privacy

Troubleshooting

Getting Started

Popular articles

Video playback problems

Subscription not showing

Sign-in problems

QR code problems

Can't join a class

Your profile and app language