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FAQs

What is TRUCONNECT?

TRUCONNECT by TV.FIT is the only platform to provide both fitness and wellbeing content from world-renowned fitness experts, athletes and celebrities from around the world, aimed at all ages and levels via a TruConnect’ed device. Fitness for the body and fitness for the mind, TRUCONNECT by TV.FIT is a flexible fitness solution giving you the ability to work out wherever and whenever you want. Track your workouts, connect with gym buddies and engage in healthy competition. Analyse your workout progress and compete in leader boards against yourself, your friends and the planet. Let's show the world what you’re capable of! Finding it tricky to stay motivated with exercise? As we all know, our levels of physical activity have an enormous impact on our self-esteem, physical and mental health and happiness. Our ‘Living Life to the Full’ mental health e-books available on the app provide mental health support to aid the journey to a healthy, fit lifestyle. TRUCONNECT by TV.FIT motivates us to move more. Record. Connect. Compete. Repeat. RECORD WORKOUTS: Search our 2,000+-strong exercise database to find the specific TV.FIT workout or exercise you love or hate to do. Whatever your workout, our intelligent app lets you track calories, reps, sets, time and load and can be supplemented by your heart rate and other wearables data. All in one place. CONNECT WITH YOUR FRIENDS: Follow your friends’ workout activity and share your own. Add fun filters or only share the stats that matter to you. COMPETE WITH YOUR FRIENDS, COUNTRY, THE PLANET: Keep yourself motivated with the TRUCONNECT community with leader boards available for every level. See who’s doing well, who needs encouragement and who needs to stop showing off. REPEAT WORKOUTS: Repeat workouts that you created earlier or try those that your family & friends, personal trainers or favourite fitness influencers have logged. Wherever you are in the world, 1000s of workouts are available for you to try yourself. TRACK YOUR PROGRESS and challenge yourself. View improvement charts and set targets so you are constantly leveling up your metrics. TRUCONNECT is the open marketplace for workouts for every level. Find and repeat workouts to do at home, in the gym or outside. Can't find the right workout for you? Simply create your own and join the TRUCONNECT by TV.FIT team.

HOW MUCH DOES A TV.FIT SUBSCRIPTION COST?

For your monthly payment you will receive unlimited access to the following:

  • Over 150 workouts

  • Quick & easy cancellation

  • Unlimited access

  • All abilities

  • Exclusive workouts

Don’t worry, there are no hidden costs at TV.FIT. The full price at checkout includes full access and VAT. We recommend you read the Terms and Conditions, which includes your cancellation policy and charges involved with our recurring service. Our monthly charge is £9.99/$12.99, annually is £99/$129.99

SUBSCRIPTION DETAILS

To check your subscription details, please log into your account on your app. Here you will be able to find the subscription type and when your next instalment is due. If you signed up through the App Store or the Google Play Store, your subscription details will be available with the relevant provider. Please note by default all subscriptions work on a recurring basis and you will automatically be billed upon the next instalment unless you have formally cancelled before the next payment period.

If you haven’t signed up yet, we appreciate your interest! With a monthly subscription, you will get access to:

  • Over 150 workouts

  • Quick & easy cancellation

  • Unlimited access

  • All abilities

  • Exclusive workouts

DO I HAVE TO RENEW MY SUBSCRIPTION EVERY MONTH?

The monthly subscription is renewed automatically every month until you cancel. In order to stop the auto-renewal for next month, the user has to cancel the subscription prior the next billing date. The next billing date refers to the date when the auto-renewal will happen. For example, if you sign up for a monthly subscription on the 7th of November then auto-renewal will happen on the 7th of December. If you want to stop the auto-renewal, you will need to cancel before 7th December. Please note that orders in progress cannot be cancelled.

WHERE CAN I ACCESS THE CONTENT?

Truconnect.fit and Truconnect is a streaming service that allows our customers to watch online via our downloadable app. You can enjoy viewing your content on iOS, Android, PC and Mac device via popular web browsers, such as Chrome and Safari.

DO YOU TELL ME WHAT TO EAT?

There is no accompanying meal plan.

HOW OFTEN DO I GET TO SEE NEW CONTENT?

We will make sure that you’ll get the most out of your subscription! New content will be released periodically. To check the most up-to-date schedule, please check the Truconnect app.

WHAT BROWSER SHOULD I VIEW ON?

For the best viewing experience on your mobile device, please use the TRUCONNECT by TV.FIT Apps, available for download on the Apple App Store and the Google Play Store.

THE VIDEO OR STREAM QUALITY IS BAD, WHAT CAN I DO?

We recommend viewing from a good connection with a download bandwidth of at least 700Kbps. To view HD you will need to have higher download speeds. As a general rule your download bandwidth must be greater than the bitrate of the event broadcast you’re trying to view. Please note: the first few seconds of the video is often lower resolution whilst our automatic system detects your connection speed, so it can send you the video at the best quality for your connection speed, to aim to give you a seamless streaming experience without buffering. It’s worth letting the video run for a minute before judging the video quality, whilst it calculates this for you. Control your internet connection; If you continue to see a problem, try reloading the page a few times or see if you can access the video from another browser and/or device.  You may also try to clear your browser’s cache and cookies. If the issue continues please don’t hesitate to contact our friendly support team by emailcustomerservice@tv.fit .

HOW DO I UPDATE MY PAYMENT METHOD?

If you wish to update or remove your payment method and you signed up for a subscription on the Apple App Store or the Google Play Store, you can amend your details within your Apple/Google Play account.

HOW DO I CANCEL MY SUBSCRIPTION?

If you wish to cancel your subscription, and you subscribed on the Apple App Store or the Google Play Store, please follow the Apple/Google Play Store instructions on cancelling a subscription:

https://support.apple.com/en-us/HT202039

https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&hl=en

HOW DO I CANCEL MY ACCOUNT?

If you wish to cancel your account, and you subscribed on the desktop site, you can do it anytime by following the below easy steps:

  1. Go to Contact us on the app and submit a query, with the title ‘cancel my account ’, and include your account email address.

WHERE CAN I CHANGE MY PASSWORD?

There are some restrictions to make sure that your password is secure. If you wish to change your password, you can do it anytime by following these simple steps:

  1. Visit the truconnect app

  2. Within settings click “your details” and click “password reset”

  3. Follow the link and on screen instructions.

REFUND REQUEST

Please note that all subscriptions auto-renew unless cancelled prior to the next payment is due. We don't process pro-rated refunds so if you cancel within the subscription period, you'll still have access until the date you paid for.

Refunds will only be granted in the following cases:

  1. A viewer made double/multiple purchases using the same registration/login data. If you paid double, please open a ticket and attach both of your receipts and a screenshot of your bank statement showing the two payments you received after the purchase. We will refund the second purchase within 48 hours. You will see the refund reflected on your bank statement within 5-10 business days.

  2. An advertised content was cancelled. The video on-demand was removed by the Broadcaster.

  3. More than 80% of the content had streaming issues (no sound, or poor sound & video quality).

STILL HAVE A QUESTION?

We hope the FAQ’s helped to find the answer you were looking for. If you still have a question, please reach out to our friendly Customer Success Specialists by email (customerservice@tv.fit). If contacting by email please be sure to include the information below.

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