In case the workout app crashes, becomes unresponsive, or has a tech issue, follow this protocol to run the workout smoothly until things are fixed by the tech team and everything is back to normal:
Notify the Customers: Apologise and inform all participants that due to the technical issue, sensor data will not be available for the workout and please do not say that they will get a free workout or the workout will be refunded. If they want more information please tell them to reach out to Support.
Access Backup Files: Use the link provided to access workout backup files (there are all the formats there and you can simply play them). This will allow you to display the workout screen and timer on the iPad, ensuring the workout runs as planned (You won´t be able to select any playlist though, the music will be played from the recorded video).
Music Options: If you want to play another music, you can mute the sound, leave the screen on and either use your own music or browse through the available playlists on SoundCloud here.
Post-Workout: Since participant check-ins and workout completion cannot be done via the app, please wait a few hours until it is completed and you are able to see it as the Support will do so. However sometimes a workout can be skipped/forgotten, then contact Support so they can manually complete the session and check in participants.
For any other issues, please reach out to Support.
If customers request a refund due to the technical issues, please inform them that according to our policy, we do not offer refunds if the workout proceeds as scheduled. Should they have any additional concerns, kindly direct them to contact Support for further assistance.