Frequently Asked Questions

I. ONLINE CLASS GENERAL QUESTIONS
II. HOW TO REGISTER IN ADVANCE FOR CLASSES (ONLINE OR IN-STUDIO)
III. HOW TO ACCESS OUR ONLINE CLASSES VIA ZOOM

I. ONLINE CLASS GENERAL QUESTIONS

1. How do I cancel a class if I can't attend?
   If you need to cancel a class you have previously booked, you may do so via Glofox, our studio management software. Once you have logged in to Glofox by way of the widget on our website or the preferred method of the app via your phone, then you can see all of your current class bookings by navigating to Bookings on the app or Profile on the website. From there for any classes you have booked you will see a Cancel option. This option should be available to you up to an hour before that class begins.

2. How last minute can I cancel an online class? (Booking ahead can be a challenge if I'm hoping to sneak a class between meetings.)
   Bookings can be canceled up to an hour before a class begins.

3. If I cancel, do I lose my money or does the money show as a credit that I can use later?
   As long as you cancel before the class begins, the credit will be allocated back to your account to use at a later time. **Due to COVID please note that for in-studio classes because of our limited space, no-shows will be charged $12 if you have an Unlimited Membership; Class Cards will not have class credit returned.

4. Do I have to enter a credit card every time I book a class?
   You only need to add your credit/debit card into Glofox one time; this information is stored by Stripe; an internationally recognized payment management system.

5. Must I always book in advance, even after I book the first class?
   You may book a class up to an hour before it begins. Pre-registration is required for our in-studio classes as the current COVID restrictions limit class sizes to 8 people safely.

6. For convenience, is there an online punch card option?
   All three of our class card packages include the option for you to attend either online or in-studio.

7. How do I sign into the class? 

   • I never dreamed of a Zoom meeting! (I thought I'd go to your website, sign in and hit a button to start class!)
     Once you have booked yourself for an online class, you will receive an email with a link to join the class at the specified time via Zoom.

   • When can I expect the Zoom email with meeting details? (It didn't appear as soon as I purchased the class.)
     Because we separately utilize both a CMS and Zoom for recording, your Zoom invite link gets sent manually. It will be provided before class begins and based on when you register (eg, it cannot be sent the day before if you register an hour before).

   • How long before the class starts can I sign in -- eg, 30 min, 5 mins, etc?
     You can technically sign in for the online class at any time prior to it’s beginning, whether that is 30 or 5 minutes before it starts. The teacher/moderator will generally begin the meeting 10 minutes prior to the class starting.

   • For the smoothest experience, make sure you've downloaded the Zoom app and worked the tech issues at least 30 minutes before class the first time you try an online class.

   • Do I also have to have my phone nearby? I'd really prefer to have video and audio through the same device (ideally my iPad).
     No, you do not need to use or have your phone nearby. You can use any device (eg, laptop, iPad, phone) that can run the Zoom app.

   • If I use my device for audio, do I need to use a headset? 
     No, you do not need to use a headset for audio.

8. Can I sign in using any device -- eg, computer, phone, tablet, iOS, android, etc?
   Yes, you can use any device that is able to download and run the Zoom app.

9. Do I need a separate phone in order to participate or can audio be run through the device?
   No, you do not need to use a separate device for audio unless you prefer to dial in to the meeting by phone. As long as you have speakers on the device you are using to log in you should be able to use your electronic device for sound. Please note that by default, both your (end-user) video and audio are disabled (muted) when you log in.

10. Since this is a "meeting," will I be able to ask questions/talk with the teacher/student? What if I have noise in the background? Will I be automatically muted (or will you hear my cat complaining he's hungry if I forget to mute myself)?
    When you log in to attend the class online, by default both your audio and video are disabled. You are welcome to enable your video however at this time the teachers are not asked to interact directly with students attending the class online. We are cognizant of providing the best possible experience for those who are unable to attend in person, but the current structure and cost of an online class is not for direct or one-on-one interaction.

11. Are you making a regular class available online, or is this some sort of scripted instruction? 
    These classes are all live-stream; you are enjoying the class at the same time as our regular students. They are not on-demand.

12. Are there other students in the class -- eg, real or actors?
    They are real students!

13. Is the teacher mic'd? What's the audio quality?
    The teacher does not have a mic but we are using an industry standard multi-directional mic that has so far provided very good audio. Feedback on audio quality is welcome!

14. If I miss a class for tech difficulties, what's your credit policy -- eg, any credit, one credit, no credit, etc?
    We want to continue growing our audience and providing the best possible online experience, and inevitably we will encounter technical issues from time to time. We are happy to work with you in the case of missing class because of technical difficulties or issues otherwise related to our platforms. Class credits can be allocated back to your account for use at another time.

15. Are there incentives for referring friends -- eg, free class per person who takes a paid class, etc?
    Yes! Keep your eyes peeled for further information, coming soon!

II. HOW TO REGISTER IN ADVANCE FOR CLASSES (ONLINE OR IN-STUDIO)

1. There are two options to access Glofox, our studio management software. The first is to log on via the widget on the Sol Movement website which is located on the Classes page. The other option is to download the Glofox app to your phone.

   • To log on via the website: Navigate to solmovementdenver.com/classes, and from within the calendar of classes select Login/Register. If you do not yet have an account, you will need to create one. Please use the email address provided to us when you first registered with the studio.

   • Once logged in, you may view and register for any (future) classes from the default Classes list. You must purchase a class credit(s) or membership before you will be able to book a class.

   • Credits and Memberships may be purchased by clicking on the Memberships link located on the upper left corner of the calendar widget once you are logged in. Online credits will be valid for Online classes only. All other class cards and memberships may be used for online classes as well as studio visits.

   • You may update your profile, add or change your credit/debit card, reset your password by clicking on the Profile link which will appear next to the Log Out option once you are logged on.
     
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   • To log on from your phone: Download and open the Glofox app (it has an icon with a purple background). You will still need to login or register an account to log in.

   • Once logged in to the app, you will be able to view and register for classes by tapping the Classes box. You must purchase a class credit(s) or membership before you will be able to book a class.

   • Credits and Memberships may be purchased by tapping the Memberships link on the lower right-hand side of your screen. Online credits will be valid for Online classes only. All other class cards and memberships may be used for online classes as well as studio visits.

   • Your profile can be accessed and updated by tapping the person icon at the upper left-hand corner of your screen. You may add/edit/remove your card information, update your personal information and view your existing credits.

2. The Courses page will display all upcoming workshops. Please be sure to check our website for details on upcoming events!

3. Specifically on the app, there is an option to Buy Membership or Buy Credits. Please note that all class cards appear under both EXCLUDING the monthly options (Monthly Unlimited, Monthly Unlimited - Auto Renew, Online Membership - Monthly). There is no other functional difference between making a purchase under the Membership or Credit options, your credits will work the same.

III. HOW TO ACCESS OUR ONLINE CLASSES VIA ZOOM

1. In order to receive access to our online classes, you must first log in to Glofox and register for an Online class. These classes are listed on the schedule and prefaced with the word “Online”.

2. For instructions on how to log in to Glofox and register for a class, please see the section entitled HOW TO REGISTER IN ADVANCE FOR CLASSES (ONLINE OR IN-STUDIO).

3. Once you have registered, you will receive an email (at the address listed in your Glofox profile) that will contain a link. The link looks like this:

   Join Zoom Meeting
   https://zoom.us/j/999566759?pwd=YnVwMkN2cmtmSnlNS3ZxblFuRXAzdz09

4. If you click on the active link from your email, it will attempt to connect to the meeting from your default browser. For the best experience, it is recommended that you follow the links from within your browser to download and then run the app. **The ZOOM Cloud Meetings app (has a film camera icon with a blue background) is the one you want to download. If installing the app is not an option, follow the prompts to continue to join the meeting from within your browser.

5. The first time you attempt to join a Zoom meeting you will be asked to create an account.

   • We realize that this is probably not your ideal! However, it helps to prevent unauthorized access which is important for us to maintain integrity in our offerings.

   • **Sign up for a free account! (you do not need the ability to host meetings, only join).

   • **Please use the same email address at which you received the Zoom meeting invitation.

   • **You will receive an email from Zoom that requires you to activate your account.

   • Once you do create the account and log in, you may check the option to Stay Logged In.

   • As soon as this part is over, you won’t have to do it again!

6. All meetings enable you to join prior to the “Host” or teacher; if you log in early and don’t see the studio live yet, please allow for approximately 10 minutes prior to class start time for the teacher to begin the stream.

7. By default, when you join the meeting your audio and video will be disabled. This does not prevent you from seeing or hearing the class, it only mutes your own device and camera. Teachers can interact with their online students at their discretion, however teachers are not currently asked to participate directly with students joining online. This may change based on the type of class offered, eg. if a teacher is only teaching to online students then audio and video are welcome as the teacher would be focused solely on the online students and not in the studio itself.