FAQ

Still have questions? Send us an email at support@estellarenee.com with “Estella Renee Help” in the subject line. We’ll respond within 24 hours.

HOW DO I ACCESS WORKOUTS & CONTENT?

Estella Renee’s workouts and health and wellness coaching is accessible on the web now. To access Next Level Living by Estella Renee on your mobile device, simply type in estellarenee.com. You will be able to log in directly to your account and start living your best life now!

HOW DOES THE FREE TRIAL WORK?

Signing up for the 7-day free trial allows you to experience Next Level Living without being charged for 7 days. Once the free trial expires, you’ll automatically become a Member, and will be billed monthly, every six months, or annually at the price set when you first began your free trial. You’ll be able to stream all of our subscription-available videos anytime, anywhere, from all mobile devices, and you’ll also have our gratitude for your support. Please note, in regards to cancellations there are no refunds. To avoid being charged after starting a trial you must cancel the trial before expiration.

I SIGNED UP FOR A FREE TRIAL, WHY AM I BEING CHARGED?

Free trials only last for a certain period of time before transitioning into Member accounts. You can cancel at anytime before your free trial expires to avoid being billed – but once your free trial period does expire, you will be billed monthly, every six months, or annually depending on the pricing you agreed to when you activated your free trial.

HOW DO I PURCHASE A SUBSCRIPTION?

Subscribing to estellarenee.com gives you unlimited 24/7 streaming access to all videos, health and wellness tips, and dietary advice included in the Subscription package, for the recurring price according to the package selected. All videos will be included in the Subscription package, as is always growing with new classes. We may add or remove videos from time to time as we continue to improve our content. Live classes are only available to those who subscribed to the Live Classes Package.

HOW DO I CANCEL MY SUBSCRIPTION?

Cancelling your subscription is easy. Simply login and click My Account, then select Billing. Scroll down and you'll see a Change Plan button. Click Change Plan, then click Cancel Membership. Once you've cancelled, you won't be charged again, but your membership will continue until the end of the current billing cycle.

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 videos until the period you have paid for expires. If you are on a semi-annual or annual 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 videos until your subscription period ends. No further charges will be made once you cancel your subscription.

WHY IS MY CREDIT CARD BEING DECLINED?

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.

HOW DO I UPDATE MY CREDIT CARD?

Changing your credit card information is easy. Sign in to estellarenee.com, go to MY ACCOUNT > BILLING.

HOW DO I CHANGE MY PASSWORD? or I FORGOT MY PASSWORD.

Change your password by selecting MY ACCOUNT > PASSWORD in the menu. If you have forgotten your password, choose “Sign In” from the Menu. You will be taken to the Sign In page. Choose “Forgot Password”, enter your email address when prompted and click “Send Instructions”. You will be sent an email with password reset information. 

Make sure that the email you’re using to reset is the same as the one used on your account. Check your spam folder and if you still can't find the reset information, contact us at support@estellarenee.com and we’ll assist you in getting back in.

HOW DO I CREATE A FAVORITES LIST?

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

MY VIDEO DOESN’T PLAY BACK SMOOTHLY. HOW DO I FIX THIS?

Video playback depends on many factors including the computer/device being used, the internet browser, internet connection quality, and many other variables. If there are playback issues, try viewing the video in a different web browser. If that doesn’t help, try using a different computer/device and making sure your internet connection is strong. This should take care of most playback issues.

Some older versions of Android (prior to version 4.3) did not manage secure video playback well. This is an Android issue which can easily be fixed by checking you have the latest version of Android installed on your device along with Google Chrome. Some Android devices, such as Samsung phones, come with a custom browser that does not support secure video playback. Please use Google Chrome to stream videos from your Android device.

I'M STILL HAVING PLAYBACK ISSUES:

1. Make sure you have a fast and stable internet connection. We recommend a minimum download speed of 10Mbps for smooth playback.

2. Try refreshing your browser, or switching to a modern browser like Google Chrome, Firefox or Safari.

3. Restart your wireless router or modem.

WHAT DO I NEED FOR CLASSES?

All you need is your body and a mat (or a beach towel, in a pinch)! Light dumbbells in the 3lb-10lb range, ankle weights, and resistance bands are also encouraged, but not required. All of Estella’s workouts can be done with just your own body weight. 

Here are Estella’s recommendations for extra equipment needed if you wish to increase the intensity and resistance of your workouts:  (https://amzn....).

<... AND HOW OFTEN ARE NEW CLASSES ADDED TO THE LIBRARY?

New classes will be uploaded almost on a daily basis. Estella’s goal is to have at least three new workouts available every week, but some weeks may have more or less. As this is a community-based platform, we take the feedback from our members very seriously. We will base the weekly uploads based on demands/desires of members, so please email us with any suggestions or requests at estella@estellarenee.com

IF I CAN'T MAKE IT LIVE, CAN I STILL ACCESS THESE VIDEOS?

For those that have subscribed to one the Live Workouts packages, don’t worry if you can't make it! You can always access all the livestream replays in the in the Catalog section within 24 hours of the live session.

WHAT IF I CAN’T AFFORD THE MEMBERSHIP AT THE MOMENT BUT STILL WANT TO LIVE MY BEST LIFE?

Next Level Living by Estella Renee is a platform for everybody! Those in financial need (those for whom the cost to subscribe is not financially possible), please reach out to estella@estellarenee.com. 

I'M INJURED. CAN I STILL DO THESE CLASSES?

You should always check with your doctor before starting any program to ensure you are cleared for exercise.