Support & Frequently Asked Questions

PURE LIFE TV SUPPORT

Have questions?  Read through these FAQ’s to get your answers.  Don’t see what you are looking for?  Email our support at Rudie@pureyogaottawa.com.  We will respond within 48 hours.

GENERAL PURE LIFE TV FAQ's


HOW CAN I ACCESS PURE LIFE TV?
You can access Pure Life TV at www.purelife.tv on any browser or internet-enabled device. 

PURCHASING A SUBSCRIPTION
Subscribing to Pure Life TV means you will have unlimited 24/7 streaming access to all videos we have included in the subscription package, including regular live videos, on a recurring monthly bases or a yearly fixed price.  The number of videos, offerings and Live classes in your subscription package can vary.  We may add and remove videos from time to time.

WHAT IS THE MONTHLY MEMBERSHIP COST?
Our current monthly Pure Life TV rate is: $24.97.  If you are a Pure Yoga Ottawa member you can enjoy PLTV at a discounted rate of $19.97 per month.  Our older Namastream platform members (Pure Online members) can enjoy a discounted rate of $14.97 once they transition over.  You can also enjoy an annual subscription for a $200 CAD flat fee (that's a 30% savings).

WHAT IS THE DIFFERENCE BETWEEN PURE ONLINE AND PURE LIFE TV?
Pure Life TV is an upgraded version of our online offerings featuring more than 45 completely new classes! Improved quality, added music, including a few new teachers! The content includes Pure Fit classes, bundles, recipes and LIVE streamed classes! This content will be upgraded, and added too monthly and we will continue to grow our lifestyles section with motivation and inspiration you can take with you off your mat into your everyday life.  

Pure Online is Pure Yoga Ottawa’s first online platform which will no longer be serviced.  If you have a membership with Pure Online and don't wish to move over, please continue to access or 180+ videos, tutorials and bundles (for now).  

Please note: We will no longer be adding content to this plan.  For all new content please transition over to Pure Life TV.  For more questions on this, please email Rudie@Pureyogaottawa.com

HOW DO I PURCHASE A BUNDLE?

Bundles can be purchased 2 ways.  Either at check out when you complete your subscription with PLTV or from the Bundles dropdown tab located at the top right-hand corner.  Bundles are a one time purchase.  All content is available for download so that you can enjoy your bundle offline as well.  

WHERE CAN I FIND MY BUNDLE ONCE I PURCHASE IT?

All the purchased content outside of your monthly membership will appear in the MY LIBRARY tab and can be access once you are logged into PLTV.

I PURCHASED A BUNDLE ON PURE ONLINE, HOW CAN I ACCESS IT NOW WITH PURE LIFE TV?

Because Uscreen and Namastream are completely different hosting entities, we need to manually transfer you over, but don't sweat it, accessing your bundle is easy.  Once you have subscribed to PLTV, please email rudie@pureyogaottawa.com for your bundle discount code.  You will get a unique discount code to access your pre-paid bundle (with Pure Online) over in the new PLTV platform.  

PURCHASING GIFT CARDS
If you are looking to give the gift of Pure Life TV, please click HERE to purchase gift cards.  You can choose the amount of your gift.  Upon purchase,  you’ll receive an email with a code that’s redeemable but the recipient for the amount of the credit you purchased. There is also a link to our gift card page in the footer of the HOME page.

HOW DOES THE 7 DAY FREE TRIAL WORK?
Signing up for our free trial allows you to test drive Pure Life TV without being charged for 7 days.  Once the free trial expires, you’ll become a full-fledged subscriber and will be billed monthly at the subscription price set when you first began you free trial.  Please note, there are no refunds for charges incurred on any subscription plan.  To avoid being charged after starting a trial, please cancel the trial before it expires.  You will not loose access to the free trial is you cancel early.

I SIGNED UP FOR A FREE TRIAL, BUT NOW I AM BEING CHARGED, WHAT HAPPENED?
Our free trial lasts for 7 days before converting into subscription accounts.  You were charged for the subscription when your free trial ended.

CAN I GET A REFUND?
Because we offer you a free period for you to try our services before you are billed, we do not offer refunds once you have been charged.  You will be auto-billed, so if you want to make sure you’re not charged again, you can unsubscribe at any time before the end of the current billing period or free trial.  You will not lose access until the end of your billing period or free trial.

HOW DO I CANCEL MY SUBSCRIPTION?
Cancelling your subscription is easy.  Login and click my account, the select billing.  Scroll down and you’ll see a button called Change Plan.  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.

I CAN’T REMEMBER MY PASSWORD?
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 Pure Life TV, you can change your password be selecting MY ACCOUNT > PASSWORD in the menu.

I CLICKED THE “FORGOT PASSWORD” LINK BUT NEVER RECEIVED A RESET PASSWORD EMAIL.  WHAT DO I DO NOW?
Try checking 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 our support staff Rudie@pureyogaottawa.com and we’ll assist you in getting back in.

CAN I DOWNLOAD CLASSES OR ARE THEY ONLY AVAILABLE FOR STREAMING?
Classes are not downloadable, however all purchased content (ex: Bundles) are available for download!

WHAT IF I CAN’T FIND MY FAVOURITE CLASSES AGAIN?
If you cannot find your class, search it in the search bar and add it to your Favourites list.  To add a video to your Favourites list, click on the little heart box that appears under the video.  To delete a video from your Favourites list, play the video and click the heart icon 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 make sure your internet connection is strong.  

Additionally, some older versions of Android did not manage secure video playback well.  This is an Android issue which can easily be resolved be 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 that you are actually running Google Chrome on your Android device.

MORE TIPS TO RESOLVE PLAYBACK ISSUES
1. Make sure you have a fast, stable internet connection.  We recommend a minimum download speed of 10Mbps for smooth playback.2. Try refreshing your browser, or switch 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 I AM PREGNANT?
If you have past or present injuries, medical conditions, or are pregnant, please consult your doctor first before doing any yoga or fitness classes.  No matter what your experience, listen to your body.