FAQ

Still have questions? Send us an email at rangebykaraduval@gmail.com with “Range HELP” in the subject line. We’ll respond within 24 hours.

HOW DO I ACCESS RANGE BY KARA DUVAL PILATES?

Range by Kara Duval Pilates is accessible on the web now. To access Range by Kara Duval Pilates on your mobile device, simply type in range.karaduvalpilates.com. You will be able to log in directly to your account and get moving!

HOW DOES THE FREE TRIAL WORK?

Signing up for the 7-day free trial allows you to experience Range by Kara Duval Pilates without being charged for 7 days. Once the free trial expires, you’ll automatically become a Member, and will be billed monthly or every six months at the price set when you first began your free trial. You’ll be able to stream all of our subscription-available videos anytime, anywhere, from all mobile devices, and you’ll also have our gratitude 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.

I SIGNED UP FOR A FREE TRIAL, WHY AM I BEING CHARGED?

Free trials only last for a certain period of time before transitioning into Member accounts. You can cancel at anytime before your free trial expires to avoid being billed – but once your free trial period does expire, you will be billed monthly or every six months according to the pricing you agreed to when you activated your free trial.

HOW DO I PURCHASE A SUBSCRIPTION?

Subscribing to Range by Kara Duval Pilates gives you unlimited 24/7 streaming access to all videos we have included in the Subscription package, including livestreams, for a recurring monthly price of $35 or semi-annual price of $175. The number of videos included in the Subscription package will vary, as is always growing with new classes. We may add or remove videos from time to time as we continue to improve our content.

HOW DO I CANCEL MY SUBSCRIPTION?

Cancelling your subscription is easy. Simply login and click My Account, then select Billing. Scroll down and you'll see a Change Plan button. Click Change Plan, then click Cancel Membership. Once you've cancelled, you won't be charged again, but your membership will continue until the end of the current billing cycle.

CAN I GET A REFUND?

Subscriptions 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 semi-annual 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 six months ends. No further charges will be made once you cancel your subscription.

WHY IS MY CREDIT CARD BEING DECLINED?

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 Range by Kara Duval Pilates, go to MY ACCOUNT > BILLING.

HOW DO I CHANGE MY PASSWORD? or I FORGOT MY PASSWORD.

Change your password by selecting MY ACCOUNT > PASSWORD in the menu. If you have forgotten your password, choose “Sign In” from the Menu. You will be taken to the Sign In page. Choose “Forgot Password”, enter your email address when prompted and click “Send Instructions”. You will be sent an email with password reset information.

Make sure that the email you’re using to reset is the same as the one used on your account. Check your spam folder and if you still can't find the reset information, contact us at rangebykaraduval@gmail.com and we’ll assist you in getting back in.

HOW DO I CREATE A FAVORITES LIST?

To add a video to your Favorites for easy access, click on the heart that appears under the video. To delete a video from your Favorites list play the video and click the heart again. It will then be removed from your list.

MY VIDEO DOESN’T PLAY BACK SMOOTHLY. HOW DO 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. This should take care of most playback issues.

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 fixed by checking 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 use Google Chrome to stream videos from your Android device.

I'M STILL HAVING 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.

WHAT DO I NEED FOR CLASSES?

All you need is your body and a mat (or a beach towel, in a pinch)! All of Kara’s workouts can be done without props and you can filter to the "bodyweight" category to find classes choreographed without equipment. If you want to kick up the intensity, you can incorporate props and filter by equipment.

Here are Kara's recommendations for props to pick up weights (https://amzn.to/31SWQ8q) + resistance band (https://amzn.to/32TsOkj).

WHEN AND HOW OFTEN ARE NEW CLASSES ADDED TO THE LIBRARY?

New classes will be uploaded on a weekly basis. As this is a community-based platform, we take the feedback from Range members seriously. We will base the weekly uploads based on demands/desires of members.

IF I CAN'T MAKE IT LIVE, CAN I STILL ACCESS THESE VIDEOS?

Don't worry if you can't make it! You can always access all the livestream replays in the Livestream Replays category on the catalog page and do the workout on your schedule. Livestreams are only one way (Kara can't see you, like in a Zoom class) but they ARE interactive; you can type into the chat and make special requests/ask questions!

CAN I ACCESS THE LIVESTREAM CLASSES WITHOUT A MEMBERSHIP?

Yes! Livestreams are available for a 48-hour rental, if you don’t have a membership.

WHAT IF I CAN’T AFFORD THE MEMBERSHIP AT THE MOMENT BUT STILL NEED RANGE IN MY LIFE?

Range is a platform for everybody. Those in financial need (those for whom the cost to subscribe is not financially possible), please reach out to rangebykaraduval@gmail.com. Please pay at the highest level you can afford. In order for this support to be available, we rely on those who can afford to pay the full price to do so.

I'M PREGNANT/RECOVERING FROM PREGNANCY AND I HEARD PILATES COULD HELP. WHICH VIDEOS SHOULD I DO?

Congratulations on this transformational time! Always check with your doctor before starting any programming, including the videos categorized as "Pre-Natal" and "Post-Natal".

To safely and effectively begin your Pilates practice online, please first read the Important Note on the Pre/Post Natal category page.

While all workouts on Range are modifiable, only the classes entitled Pre- or Post-Natal are catered specifically to pregnancies and postpartum women. If choosing to participate in non Pre/Post-Natal focused workouts, The Foundation is easier to modify due to limited time spent on back or belly. For specific questions, email rangebykaraduval@gmail.com.

I cannot stress the benefit enough of working one-on-one during this exciting chapter of your life.

I'M INJURED. CAN I STILL DO THESE CLASSES?

You should always check with your doctor before starting any program to ensure you are cleared for exercise.

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