We are a very small team, and work hard to be available for our clients. To help ease the pressure, please find many answers to common questions in our Frequently Asked Questions below.
If you cannot find the answer, or have a more specific enquiry relating to your account please contact us via facebook messenger as this is the quickest method.
If you prefer, you can also call us on 0808 196 0345 for free.
CORONAVIRUS CUSTOMER SERVICE PHONE HOURS: 10am-5pm
If you have an enquiry, please contact us on Facebook Messenger. We will aim to get back to you as soon as possible. You don't need a Facebook account, Messenger is a standalone app.
Make sure you include in your message the email that is connected to your MoreYoga account to help us locate your details more easily.
BE PART OF OUR ONLINE COMMUNITY
COVID-19 Frequently Asked Questions
I'm a member, how do I access my online classes?
Each week we send all active members an emailer which contains the access links for all the week's classes. This is sent Mondays at 6.30am and will have everything you need to access the coming week's classes.
We will send a preview emailer prior to this so you can plan your yoga schedule!
On the Members Weekly Emailer is also a Members Playlist link, and each day the daily classes are added to that so you will always find the most recent classes at the top of this list. In the email, there are also playlists by yoga type too, which can be very useful if you only like a specific type of yoga.
I've just joined online, so didn't get the Monday access emailer. What should I do?
Everyone who signs up receives a purchase receipt and this contains links for both the Members Playlist and the Livestream Link emailer. Check your email and you should have it!
I am a Pay-As-You-Go customer, can I switch to Online during lockdown??
Yes! There are two ways we can do this for you.
You can choose to have a pro rata credit of your Pay-As-You-Go classes and use this against your purchase of MoreYoga Online or MoreYoga Premium Online.
Or, you can keep your classes for when we reopen and simply purchase an additional product. The Premium Online is set up as £39 One Off payment, but if you sign up to sign monthly online as an additional item, please be aware that you will need to cancel this when you no longer want to use it.
To credit your account contact Customer Services via FB Messenger HERE
I'm a member and I only get the preview, not the livestream emailer?
Some email servers do block/blacklist our livestream access emailer as it has a lot of links in it. Please see below for how to whitelist our email to ensure continuity of service.
How do I unblock/whitelist your email address?
If you are not receiving our weekly emails, the issue is most probably that the high number of links flag the email as suspicious, as a result it may go straight to your spam folder or not show at all. If you receive other emails from us, especially the weekly preview which comes from the same email address, this is most likely the reason.
We ask you to whitelist our email address to make sure the weekly online access email gets through to you. This means going to your settings and add email@example.com to a save to receive from list. Depending on the provider the process is slightly different. Please see the links below to help you with setting this up:
Link for Gmail, Outlook, Yahoo, Aol HERE
Link for Hotmail HERE
If you are not with any of the providers above, please Google how to do this as it is the only solution we are currently aware of to fix this issue. We may need to change your email address on MindBody if this does not help. Before reporting the issue to customer services, even if recurring please make sure you always check your Spam and other folders where emails could be misfiled, as well as searching for our email address directly in your inbox.
I didn't freeze my membership, but didn't use the online service. Can I get a refund?
Unfortunately if you did not contact Customer Services to arrange a freeze, we cannot backdate this. We have worked hard to provide a service for our members throughout this time, and expect our customers to liaise with us should they have any account enquiries or requirements at the time they need things put in place.
Why did you introduce caps on memberships?
This was a really tough call - and a policy that is in constant review. Please understand that this is unprecedented territory for us and we were not sure how things would work with not only reduced capacity but also reduce classes on schedule. We wanted to ensure that everyone had a chance to get into classes. This was always a temporary measure. We are reviewing this policy for the reopening in December to see what we can do. For some studios, there are no issues but fo our very busy locations it is still really important that we try and keep things fair.
We have given all members free access to all online classes, which does mean that you can combine in-studio with online to keep your regular practice.
Please bear with us on this, we are working it out!
I am really frustrated because I can't get hold of Customer Services
We know it can be frustrating when you can't get hold of us when you want to. Like many business, our Customer Service team is under enormous pressure - and we will help you as soon as is humanly possible.
If you call and we can't answer, we will return the call as soon as we are able.
On Facebook Messenger, you can help speed up enquiries by including as much detail about your issue as possible and MOST IMPORTANTLY include the email address which is attached to your MindBody account. This enables us to locate your account and look at what is happening.
Our Customer Service Hours through Covid are:
Why can't I redeem my Perkville Points?
MoreYoga is reliant on the funds from memberships at this time to cover our overheads. You can still accumulate Perkville points - and we will be continuing to offer bonus rewards for your loyalty but unfortunately redeeming Perkville points won't restart until 2021. We hope you understand! We will be rewarding your loyalty - and we really appreciate your support!
What happens to my Intro Offer while you are closed?
All Intro Offers have been extended and will be waiting for you when studios reopen. You will the same amount of classes to use and the same amount of time to use them as we did on the day we closed.
I'm thinking of becoming a member but would like to try some classes first. Can I purchase single sessions?
You can, but we’d recommend buying the Introductory Offer instead. We charge £9.99 for single sessions, the Intro Offer costs just £10 and you get 3 classes for it.
Best offer in London 🙂
I never done yoga before. Does that matter?
We love beginners! We are honoured to get you started and hope you enjoy your yoga experience. We have a number of MoreFoundations classes which will help you get familiar with asana and the yoga experience.
What levels are the classes catered for?
On the timetables for each page and on the class descriptions are the levels for the sessions types. If you’re ever in a class that you feel its too difficult just take it back a little, never do anything that you feel that you’re not in control of. Please contact your instructor before the class to let them know if you’re not feeling confident.
What facilities do you have in the studios?
We have changing rooms and bathrooms but no showers with the exception of Finsbury Park, Soho (Marshall Street), Latimer Road and Victoria. We don’t plan to install showers in any of our existing or new studios. This is again to keep costs down and your membership prices low.
***COVID UPDATE: We discourage the use of our facilities to reduce the contact with touch points. Soho & Victoria are currently closed.***
What classes would you recommend for beginners?
We usually recommend starting with the morning or later evening classes (usual start time 7pm) as they are gentler and slower than the first classes in the evening.
Morning Flow, Slow Flow, Yin, Yin and Meditation, Hatha and Restorative classes are all great for beginners.
Most of our classes are for all levels, so feel free to challenge yourself if you feel like it. The teachers always ask who is new to yoga — please let them know.
Are your classes suitable if you’re pregnant?
As we don’t offer classes that are specifically tailored to the needs of pregnant students, we advise that you contact us before booking a class or find a specialist pre-natal class. Please note MoreYoga does not allow practice in your first trimester. Please come back to us after your first scan.
How do I register? Can I sign up at the studio?
We’re afraid not. The studios have no reception, everything is done online. No printing involved which helps us being green too. If you’re on the website head to the prices page and purchase one of our offers to register for classes. Once you’ve completed your payment you can navigate to the timetables and book your classes. You can also download the MoreYoga app or register through the MindBody website or on the MindBody app. It doesn’t take long.
How do I check when the classes are?
You can either go to TIMETABLES or select the studio you are interested in, scroll down and find the calendar with times and class descriptions. All in one place. 🙂
What memberships do you offer?
We have a range of pricing options suited to different budgets and how often you like to do yoga. Visit our PRICES page to see which suits you. All information regarding cancellations, suspensions and switching memberships can be found HERE.
***COVID UPDATE: Our pricing is slightly changed at the moment due to Covid and the impact of social distancing on class sizes and timetables – but we are still the most affordable yoga studios in London.***
Do you offer student/concessions discounts?
We do, an amazing 30% discount on all PAYU Class Packs, for further information please visit our PRICES page.
What is a "rolling" contract?
A “rolling” contract is simply a rolling payment made to us until such time as you cancel it. Once you are outside of your minimum contract period (please check your T&Cs), you will automatically switch to a rolling contract which can then be cancelled at any stage with 7 days notice.
Do you offer 1-2-1 yoga?
We do. Prices differ teacher to teacher. For further details please speak to your favorite instructor.
What should I bring?
We provide the mats, blocks, straps and bolsters, so all you need to bring is your sweet self and your yoga kit. Tight fitting but breathable fabrics that you can move around in are perfect.
***COVID UPDATE: Please bring your own mat if you can. If you can’t, please try to bring a towel to put on top of the mat. Teachers will be conducting classes without props. Please do wear a mask on the premises when not practicing and use the hand sanitiser when you enter. Thank you***
Your website isn't working, how can I manage my account?
From time to time the technology gremlins strike and either our website or the MindBody booking system may be down. To avoid these issues, it is a good idea to download our FREE app on AppStore or GooglePlay
Alternatively you can log in via our MindBody business site with your regular credentials HERE
Do I need to bring my own mat?
Usually not, in normal times we would provide mats and all the accessories you may need i.e. straps, blocks, bolsters. We don’t have showers though, so you might want to bring a small towel.
***COVID UPDATE: Please bring your own mat or mat towel to use on top of our mats. If you are unable mats are still provided – please make sure you disinfect them before and after use. Use of MoreYoga studio props is currently not allowed***
Can I pay by cash?
Unfortunately not. Everything is done online, payment has to be made by card.
Do you do hot yoga?
We do! We have hot yoga at our Soho and Victoria studios, using infrared heat technology which has proven health benefits.
We don’t have hot yoga in any of our other studios.
***COVID UPDATE: Both Soho and Victoria Studios are currently closed. Please check back on the studio pages where we’ll note the opening date when known.***
I want to cancel or suspend my membership, what do I do?
Please visit the Cancellations & Suspensions page to make sure you are outside of your minimum contract period. All terms and conditions are included in your payment confirmation emails when you sign up so please read them carefully.
Booking & Account Issues
How do I cancel my class?
You can easily cancel your session using the MoreYoga or MindBody apps (we recommend using our app) or by logging on via our website. Once logged in click ‘My Account’, then click “My Schedule’ and cancel the sessions there. We have a 3 hour cancellation window so please cancel before then otherwise you will lose your session and will be charged £6. We are sending you an email to confirm either an early or a late cancellation to confirm.
I can't log into my account - an error message comes up
The two most common reasons for log in issues is a security setting in your browser or your profile not being verified (apart from if you forgot your password, which you can reset easily both on the MY app and on our website). If you are logging on via the website, it is always good to try different browsers should you get an error. If you receive a ‘change you wanted was rejected’ error, please see this article to resolve: https://support.mindbodyonline.com/s/article/Consumer-Cart-is-not-properly-loading-branded-web-tools-formerly-HealCode?language=en_US
For the account verification, please follow the steps here (don’t worry, it’s quick!): My passes are missing. How do I link my accounts? (Please ignore the title.)
How do the waiting lists work?
Waiting lists lock 3 hours before the class starts, before which you will be automatically moved into the class and notified via email (please opt in to receive notifications). Three hours or less before the class you can only be added manually, should there be a late cancellation. If you are keen to attend, we recommend you get in touch with the Customer Service team 2 hours before class start time to see if they can manually move you in. Please find the team’s contact details above. If you need help out of our phone opening hours, please choose option 1 to talk to the duty manager (this is only for urgent issues, such as last minute booking).
Important note: Waitlist notifications are only sent via email. Please make sure you are opted in for email notifications.