Support & FAQs
Find answers to frequently asked questions below.
Operator Exclusive Channels
- Why am I seeing a lock icon on certain content?
- I need help. How do I contact the Customer Support Team?
- I’m locked out of my account. How do I regain access?
- I’m unable to reset my password
- How does a fitness instructor join a Team?
- How does a Team Manager add/remove Members?
- What happens when a Team Member leaves/is removed from a Team?
- How do I access a channel on the Pure Energy Music app?
- Why am I seeing a lock icon on certain content?
- How do I add Favourites to my library?
- How do I upgrade my subscription?
- What devices can I use to access the app?
- Where can I access app tutorials?
- How many devices can I use to stream the music?
- How do I use the Interval Timer?
- How does Offline Mode work?
- How do I change the BPM?
- How can I clear my cache?
- How do I create a playlist?
- Where can I find my playlists?
- How do I reorder my playlist?
- Do playlists give a total runtime?
- I need help. How do I contact the Customer Support Team?
- I’m locked out of my account. How do I regain access?
- I’m unable to reset my password
- I accidentally cancelled my account. Can I re-subscribe and restart my account?
The Service
- I’m a Connected Fitness Partner. How do I download the music?
- Can I use the music in my videos online?
- I used the music on a social media video. It’s partially muted. How do I fix this?
- Can I play Pure Energy Music online during a livestream?
- Can I download the music for commercial projects?
- Can I use the music for on-demand programmes?
The App
The Music
Your Account
Teams
Visit Us
Our Fitness Lab and music studios are based at Pure Energy Music, Cotton Mill, B9, Tileyard North, Wakefield, WF1 5FY, UK.
Using The App
