Support & FAQs

• About Pure Energy Music(3)
  • The Service
  • The App
  • The Company
• Music Licensing Guidance(4)
  • What are PPL/PRS licensing fees?
  • Is the Pure Energy Music library PPL free?
  • How does Pure Energy Music remove PPL/PRS licensing fees?
  • Can my business use Spotify for music?

• Pricing(2)
  • How much is Pure Energy Music per month?
  • How much money will Pure Energy Music save me?
• Billing(2)
  • Is it a one-off payment or contract?
  • Will I get an invoice each time I’m billed?
• How It Works(4)
  • Can I listen to the music before subscribing?
  • Can I have a free trial?
  • How do I create an account?
  • What happens after I purchase a subscription?
• Subscriptions(4)
  • Which subscription is right for me?
  • Do I need a full membership or just background music?
  • Does my package cover more than one site?
  • How do I upgrade my subscription?
• How You Can Use The Music(6)
  • 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?

• Access The App(6)
  • How do I access the Pure Energy Music app?
  • 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?
  • Does the Pure Energy Music app work when instructors aren’t inside the gym?
  • How should a fitness instructor use the app?
• Features(8)
  • How do I add Favourites to my library?
  • Does the app have music genre folders like other streaming apps?
  • How do I use the Interval Timer?
  • How does Offline Mode work?
  • Can I cast via Airplay and Chromecast?
  • How do I change the BPM?
  • How can I clear my cache?
  • How do I create a playlist?
• Your Music Taste Profile(2)
  • What is a Music Taste Profile?
  • Can I change my Music Taste Profile?
• Manage Playlists(6)
  • How do I create a playlist?
  • Where can I find my playlists?
  • Can I share my playlist?
  • How do I reorder my playlist?
  • Do playlists give a total runtime?
  • Can I create gaps between playlist tracks?

• Discover The Perfect Soundtrack(7)
  • Can I buy music downloads without a subscription?
  • How do I search for the right music for me?
  • How is the music structured?
  • Will I recognise the music?
  • Do you have music for Seniors?
  • Is there any seasonal music (Christmas-themed etc)?
  • Where are my MP3 downloads (PURE ENERGY GO)?
• Pure Energy Music Recommendations(3)
  • How are music recommendations informed by experts?
  • Are music recommendations based on discipline or music genre?
  • Can you help me plan my fitness class?
• Playing The Music(1)
  • Where are the continuous mixes?

• Sign In(2)
  • How do I sign in?
  • How do I access the music?
• Access Solutions(5)
  • I need help. How do I contact the Customer Support Team?
  • I already have an account but I accidentally signed up again
  • 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?
• Cancel Your Account(3)
  • How do I cancel my account?
  • Is there a cancellation period?
  • What happens after I cancel my subscription?

• Get Started(3)
  • Where can I access app tutorials?
  • Can I download the app now or should I wait for my gym to give me login details?
  • I already have an account. Should my gym sign me up with a new login?
• Join A Team(1)
  • How does a fitness instructor join a Team?
• Manage A Team(2)
  • How does a Team Manager add/remove Members?
  • What happens when a Team Member leaves/is removed from a Team?

Our Fitness Lab and music studios are based at Pure Energy Music, Cotton Mill, B9, Tileyard North, Wakefield, WF1 5FY, UK.