Multiple subscriptions might be the issue if you are experiencing one or more of the symptoms below:

  • Multiple charges for XPLUS or GO products on your credit card statement

  • You know you signed up, and you can access XPLUS, but the videos are still locked

  • You know you signed up, but it's saying you don't have a subscription

This happens, but don't worry, we will take care of you! The fastest way to get this concern resolved is to contact us through the chat widget at the bottom right of this help center screen.

Sometimes this process can take a little troubleshooting to locate multiple accounts. Unfortunately, we do not have phone support at this time, but here's a few items you could have ready to help speed up the process:

  • Your account is uniquely identified through your email - if you're not sure which email you signed up for, that's ok, give us a couple and we'll look them all up!

  • If you have multiple charges on your credit card statement, then take a snapshot and include it in your inquiry. This is not because we don't believe you, this is because the description on the credit card purchase and the last four digits of your credit card number can help us locate the account faster. If we find multiple charges for simultaneous subscriptions, then of course, we will refund those additional subscriptions.

  • Did you signup at a studio location initially? All studios are independently owned and operated so these accounts are located in a totally different system - let us know and we'll be able to locate it faster!

    • Note: Pure Barre Lifestyle memberships and StretchLab memberships are bundled packages that can only be managed at the studio location. We are not authorized to make any changes to these accounts. Please contact your local studio if this is the membership you currently have. If you're not sure, then just reach out to us and we will look it up for you!

  • Are you using XPASS and XPLUS Interchangeably? They are two different products with two different access links. XPLUS is the one for your on demand workout videos.

We want to support your wellness journey, not be a source of additional stress, please reach out if you are experiencing any of these issues and we will take care of you as best we can. Thanks!

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