Support
We are looking forward to helping you out with any questions you might have. However, before reaching out to us please check the below list of most frequently asked questions. This will give us more time to answer specifics and it saves you time waiting for our reply.
If you can't find the answer to your question and still need help, please email us.
info@inthelab.tv
Do you offer a free trial?
Yes, we are currently offering a three-day free trial for new members. Select your plan and enjoy it free for the first three days.
How do I cancel my free trial?
Cancel any time before the 3rd day for no charge. To cancel sign in to the website and click on Account from the menu. Once on the Account page, click on Billing, and then under your Active Plan click on Change Plan. Now click Cancel Membership and follow the instructions.
What membership options do you offer?
We offer 2 different subscription options to our users, see below.
You pay $9.99 a month (cancel at any time)
or
$99.99 upfront for 12 months
Will the workouts play on all devices?
Yes. By default, the videos are optimized to play on all web browsers including on mobile without the need for apps. The built-in video players also support AirPlay and Chromecast functionality, so you can cast your videos to your TV.
Can I choose between App & Website? Will they both work?
Yes. Your subscription gives you access to all apps and the website without any extra charges. If you prefer to use the website on your laptop then that’s absolutely fine.
Do you offer mobile apps?
Yes. You can find our apps on the Apple App Store - just search "In The Lab+".
What video quality can I expect?
Our multi-bitrate adaptive streaming ensures the best experience and consistent quality, regardless of the bandwidth or location.
What safeguards do you use to avoid buffering or playback issues?
Our video streaming partner uses a technology called a CDN (Content Delivery Network) that’s responsible for delivering our videos. It is the same technology both Netflix and YouTube use, so you’re in good hands. We also use multi-bitrate streaming to stream your videos so they are transcoded for multi-device delivery for optimum viewing experience.
Can I watch with 4G or 5G?
Streaming and playback quality will depend on your ISP and mobile network provider, we recommend 4G/5G or connecting via your home WiFi to avoid data use and charges.
Can I cancel my subscription at anytime?
If you choose the $9.99 per month option then you may cancel at any time. You will continue to have access until your current monthly membership cycle finishes and no further charges will be taken.
Our 12 month upfront payment plan does not allow for you to cancel at any time nor can we offer a refund..
How do I cancel my subscription?
Sign in to the website and click on Account from the menu. Once on the Account page, click on Billing, and then under your Active Plan click on Change Plan. Now click Cancel Membership and follow the instructions.
Will I be charged for cancelling my subscription?
No, you will not incur any charges for canceling your monthly subscription. But we will be sad to see you go! :(
How do I reset my password?
You can reset your password at any time by visiting the sign-in page of the website and clicking on the forgotten password link.
