Why am I seeing a lock icon on certain content?

If you see a lock icon, the content is restricted. This means that you do not have access to the content.

If you believe this is an error, please reach out to the email address provided in the pop-up screen when you try to access the content.

What happens when a Team Member leaves/is removed from a Team?

When a Team Member leaves a team, they will still be able to play the app contents, but the audio will be watermarked.

Team Managers are notified via email when a Team Member leaves a Team.

Team Members are notified via email when they’ve been removed from a Team.

I’m unable to reset my password

Contact our dedicated Customer Support Team via email [email protected].

I’m locked out of my account. How do I regain access?

You can reset your password by clicking ‘Forgotten Password?’ on the Sign In page of the Pure Energy Music app or website.

If you are unable to gain access to your account, contact our dedicated customer support team via email [email protected].

How does a fitness instructor join a Team?

An instructor can join a Team by accepting the email invitation sent to them from their Team Manager.

After accepting the invitation, the instructor will be prompted to create an account on pureenergymusic.com. If the instructor is already registered, they can sign in with their current details.

Once the instructor’s account has been created, the instructor can download the Pure Energy Music app from the App Store (for iOS devices) or Google Play Store (for Android devices). The instructor should sign in to the app with the username + passwords used to create their account.

If your Team Manager has sent you an invitation to a new Pure Energy Music account, and you already have an existing subscription, please cancel your Individual subscription first, before accepting your Team Manager’s invitation to your new account. Your data (including user playlists and favourites) will be retained.