Introduction
If you have a valid MoovBuddy subscription but are unable to access your personal plan, this troubleshooting guide will help you identify and resolve common issues. We are committed to supporting you in maintaining consistent exercise habits and improving your wellbeing.
Users may experience difficulty accessing their personal plan despite an active subscription. This could manifest as blank workout screens, error messages, or inability to load the exercise sessions.
Signs you may encounter
- When tapped your personal plan, or exercise sessions, the exercise video remains empty or does not load.
- Error messages related to subscription status or content loading.
Basic troubleshooting steps
- Ensure your internet connection is stable
A weak or unstable internet connection may prevent your workout plan from loading properly and this is the most common situation experienced. Try switching between Wi-Fi and mobile data or reconnecting to your network.
2. Verify that your subscription is active and not expired
If your subscription is inactive or not recognized, your personalized plan may not be accessible. Please check your subscription status in the app settings by following the article below:
To make sure your subscription is not expired and still valid you can use our article below:
3. Uninstall and install the MoovBuddy app
App-related issues can sometimes be caused by outdated or corrupted data. Reinstalling the app ensures you are using the latest version and can resolve most loading problems.
How to report your issue
If the issue persists after basic troubleshooting, please contact our support team to assist you promptly. To help us investigate, provide the following:
- A screenshot clearly showing the problem (e.g., error message or blank screen).
- A detailed description explaining when and how the issue occurs.
- Your MoovBuddy account email or User ID.
Contacting support
Reach out to MoovBuddy Support through submitting a request below. We aim to resolve your issue promptly and get you back to training with confidence and consistency.
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