FAQ

Mile High Run Club On Demand Support and Frequently Asked Questions

Have a question not on this list? Just email info@milehighrunclub.com. We try to respond within 24 hours.

 

GENERAL FAQ

  • I'm trying to find Mile High's studio page or schedule...?

No stress. Simply hit the link here to visit our main site for our Virtual Class and in-studio schedule, events, and programs.

  • Can I use my Mile High studio credits or ClassPass for On Demand?

Sadly, no. To access MHRC's On Demand content, you must subscribe here or rent any of the workouts.

  • Can I use these workouts on the treadmill?

Sure can. All of our workouts are designed to be used both indoors and outdoors. Some treadmill-only workouts will be noted as such because they include the use of incline.

  • Do I need to download an App for this?

Negative. No extra apps to download. All you need is a web browser on your smartphone. We recommend using Google Chrome to ensure the best quality of audio and the use of playing while you're off and running.

  • Purchasing a Subscription

Subscribing to MHRC On Demand means you will have unlimited 24/7 streaming access to of our runs included in the Subscription package for a recurring monthly price. The number of runs included in the Subscription package can vary. We may add or remove workouts from time to time.

Any customers that have previously rented individual programs will regain access to those programs. To view those, make sure that you are logged in. You can see your videos in the My Library category, or you can search for the Single Class Program on the website.

  • Do you offer a Free Trial?

Yes. Signing up for any Subscription allows you to give MHRC On Demand a test run without being charged for 3 days. Once the free trial expires, you’ll automatically become a full-fledged subscriber and will be billed monthly at the subscription price set when you first began your free trial. You’ll be able to stream all of our subscription-available runs anytime, anywhere, from nearly any device - all without having to download another app. Please note, there are no refunds for charges incurred on any subscription plan. To avoid being charged after starting a trial, please cancel the trial before expiration. You will not lose access to the free trial if you cancel early.

BILLING AND ACCOUNT FAQ

  • How do I reset my password?

On the login page, click Forgot Password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the instruction email, click Reset Password and you will be directed to select a new password before being redirected to the catalog page.  

  • How do I change my password?

Once signed into your account, you can change your password by clicking My Account or Dashboard from the top navigation menu. Select Password and update your password.  

  • How do I update my billing information?

Once signed into your account, you can update your billing information by clicking My Account or Dashboard from the top navigation menu. Select Billing and update your billing information.

  • How do I cancel my recurring subscription?

Once signed into your account, you can cancel your recurring subscription by clicking My Account or Dashboard from the top navigation menu. Select Billing and locate your subscription plan at the bottom of the page.  Click Change Plan and Cancel Membership. Your membership will be cancelled and your access will be removed at the end of your current payment period.

  • Can I get a refund?

Subscriptions are non-refundable. If you are on a monthly recurring subscription you may cancel at any time and will not be charged for further months. You will still have access to the audio/videos until the period you have paid for expires. If you are on a yearly subscription you may cancel at any time but will not be refunded for the remaining period of your subscription. You will still have access to the audio/videos until your year ends. No further charges will be made once you cancel your subscription.

  • My credit card is being declined.  Why is that?

Many credit/debit cards have online purchase restrictions. If your card is being declined, please contact your credit card company to let them know the purchase you would like to make is valid. Also, certain credit/debit cards do not allow for recurring subscription billing, and therefore, may be denied.

PLAYBACK FAQ

  • My audio/video does not playback smoothly. How can I fix this?

Video and audio playback depends on several factors. To improve your playback experience, make sure you have a fast, stable internet connection. We recommend using the most recent version of Chrome, Firefox, or Safari. You may experience playback issues with outdated devices and browsers.

  • Can I listen to an Audio Run while running?

Yes. Simply open your browser to the selected run, hit play, and you're good to go. It's recommended that you use Google Chrome for playback as it allows you to play our recordings in the background - even when the phone is clicked off.

  • How do I create a FAVORITES list?

To add a video to your Favorites list, click on the little heart that appears under the video. To delete a video from your Favorites list play the video and click the star again. It will then be removed from your list.

  • Which browsers are supported?

While we recommend using the latest version of Google Chrome, we also support Firefox and Safari browser released within the last five years.  You may experience playback issues when using an out of date browser or any version of Internet Explorer.