We are sorry to hear about your streaming issues. Typically videos getting stuck can be linked to internet or web browser-related issues.

To resolve this issue as soon as possible, we recommend completing the following troubleshooting tips prior to emailing our Customer Advocacy team for support:

  • Update your web browser (Safari, Chrome, Firefox, etc.), and if that doesn't work, try a different updated browser.

  • Update your device's operating system.

  • Clear your web browser's cache, cookies, and history. (Please note, doing this may delete data like your saved passwords, address bar predictions, shopping cart predictions, etc. However, this should be done periodically to prevent or resolve viewing issues. You can try viewing the workouts in a private browsing window in your web browser as a temporary solution.)

  • Try disabling plugins, add-ons, or extensions within your web browser.

To see our complete list of devices and web browsers we support, please view our FAQ here.

If these tips don't help, please message our Customer Support Team by clicking on the chat box in the bottom right of your screen, and send a screenshot of the issue you're experiencing with a URL from the workout that you experience the issue on so we can look into this further.

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