Support

Account & Login

How do I create an account?

Go to grouphiit.com/pages/join-group-hiit and click "Start My Trial." You can sign up with your email or via Google/Apple social login.

I forgot my password

Click "Log In" on any page, then click "Forgot password?" on the login screen. You'll receive a reset email. If you don't see it, check your spam folder. The reset link expires after 1 hour.

I can't log in — it says my email isn't recognized

Make sure you're using the same email you signed up with. If you used Google or Apple to sign up, you must log in using that same method — not email/password.

I signed up with Google but now I can't log in with Google

This can happen if your Google account email changed. Contact support at contact@grouphiit.com with your original email address.

Can I change my email address?

Yes. Log in, go to Account Settings (click your name/avatar in the top right), and update your email there. You'll need to verify the new email address.

Can I change my password?

Yes. Go to Account Settings → Security and update your password. If you signed up with Google or Apple you may not have a password — you can add one in Account Settings.

I have two accounts and want to merge them

We can't automatically merge accounts. Contact support at contact@grouphiit.com and we'll help transfer your subscription manually.

How do I delete my account?

Go to Manage Membership and click "Request Account Deletion" at the bottom. Or visit grouphiit.com/pages/delete-account. Note: deleting your account will cancel any active subscriptions. If you are a group owner, your group and all members will lose access.

Individual Memberships

What is included in an individual membership?

  • Access to all HIIT, Strength, Yoga & Mobility classes
  • Watch on iOS, Desktop, Roku & Chromecast
  • Play your own music or watch TV while exercising
  • Follow day-by-day training programs for all levels
  • 14-day free trial for new members

How much does it cost?

    View prices here.

    How do I start a free trial?

    Go to grouphiit.com/pages/join-group-hiit, select "For Myself," choose your plan, and complete checkout. Your 14-day trial begins immediately. You won't be charged until the trial ends.

    Can I pay with HSA/FSA?

    Yes. On the checkout page, select the HSA/FSA option ("Pay with TrueMed") for a one-time charge processed through Shopify. On the payment screen, choose TrueMed. You will take a short survey to see if you qualify and then you can pay with your HSA/FSA card.

    How do I cancel my subscription?

    Go to Manage Membership → Manage Subscription. This opens the billing portal where you can cancel. Your access continues until the end of the current billing period — you won't be charged again after cancelling.

    I cancelled but I'm still being charged

    If you subscribed via the iOS App Store, you must cancel directly in Apple's subscription settings — not through our website. Go to Settings → Apple ID → Subscriptions on your iPhone. If you subscribed via the Roku Channel, cancel in your Roku account at my.roku.com. If you subscribed on the web, contact support with your receipt and we'll investigate.

    I want to switch from monthly to annual (or vice versa)

    Go to Manage Membership → Manage Subscription to change your plan in the billing portal. Changes take effect at the next renewal date.

    My membership shows as active but I can't access content

    Try logging out and back in. If the problem persists, clear your browser's cache and cookies, then log in again. If you subscribed via a different platform (Roku, iOS) make sure you're logged into the same account on the website.

    I purchased a membership but I'm not getting access

    Wait 2–3 minutes and refresh the page. If the problem persists after 10 minutes, contact support with your purchase receipt.

    Group Memberships — Overview

    What is a Group Membership?

    A Group Membership lets one person (the billing owner) purchase a plan that covers multiple people under one subscription. Members are invited to the group and get full access without needing their own individual subscription.

    What group plans are available?

    View group plans.

    How does a group subscription work?

    1. The billing owner purchases a group plan on the website
    2. A group is created in their account
    3. The billing owner invites members via email invite links
    4. Members join the group — they get full access immediately
    5. The billing owner manages the subscription, members, and settings

    What are the different roles in a group?

    Group Owner (Billing Owner)
    • The person who purchased the group plan
    • Controls the subscription and billing
    • Can invite/remove members, change roles, edit group details
    • Must manage billing through the web — not the iOS app or Roku
    Group Admin (Delegated Admin)
    • Appointed by the group owner
    • Can invite/remove members and manage group settings
    • Cannot manage billing or the subscription
    • Does not need their own individual subscription
    Group Member
    • Has full access to all content included in the group plan
    • Cannot manage the group or billing
    • Can leave the group at any time

    How many groups can I be in?

    You can be a member or admin of multiple groups. You can also be the billing owner of multiple groups under the same account — each group has its own subscription and billing. Go through checkout multiple times to create additional groups, each with its own credit card.

    Can group members access content on all platforms?

    Yes — group members have full access on the website, iOS app, and Roku channel. Log in with your Group HIIT account credentials on any platform to access content.

    Group Memberships — For Owners

    How do I set up a group?

    Go to grouphiit.com/pages/join-group-hiit, select "For My Group," choose your plan, and complete checkout. During checkout you'll be prompted to name your group. After purchase you can invite members from the Group Settings page.

    How do I invite members to my group?

    Go to My Group → My Group tab. Use the "Invite Members" button to send invite links by email. Members will receive an email with a link to join your group and create an account if they don't have one.

    How do I remove a member from my group?

    Go to My Group → My Group tab → find the member in the list → click the options menu next to their name → select "Remove." Removed members immediately lose group access but their individual account is not deleted.

    How do I make someone an admin?

    Go to My Group → My Group tab → find the member → click the options menu → change their role to "Admin." Admins can manage members and settings but cannot manage billing.

    How do I change my group name or logo?

    Go to My Group → My Group tab → the organization settings component lets you update the name and upload a logo.

    How do I manage my group's subscription?

    Go to Manage Membership → Manage on Web. This opens the billing portal where you can:

    • Update your payment method
    • Upgrade or downgrade your plan (more or fewer seats)
    • Cancel your subscription
    • View your billing history and invoices

    How do I upgrade my plan (add more seats)?

    Go to Manage Membership → Manage on Web → select a larger plan in the billing portal. The upgrade takes effect immediately and you'll be credited for unused time on your current plan.

    How do I downgrade my plan?

    Go to Manage Membership → Manage on Web → select a smaller plan. The downgrade takes effect at the end of your current billing period.

    My group is at capacity — members can't join

    Your plan has a seat limit. Upgrade to a larger plan in the billing portal to add more seats. Current seat limits: Family Plan (10), Growth Plan (50), Business Plan (150).

    How do I cancel my group subscription?

    Go to Manage Membership → Manage on Web → cancel in the billing portal. Your members will retain access until the end of the current billing period. After that, all members lose access automatically.

    Can I transfer billing ownership to another admin?

    Option 1 — Let it expire: Cancel or let your subscription expire. Once expired, another admin can go through checkout to purchase a new group plan. They'll become the new billing owner.

    Option 2 — Contact support: Email contact@grouphiit.com and we can transfer billing ownership to another admin manually.

    How do I leave my own group as the billing owner?

    • Cancel first: Cancel your subscription, then leave the group immediately. Members retain access until the end of the billing period.
    • Transfer billing: Let the subscription expire and have another admin take over by going through checkout.

    You cannot leave if you are the only admin — promote another member to admin first, or contact support.

    How do I delete my group?

    Go to My Group → Leave & Delete tab → Delete Group. You must cancel your subscription before deleting. Deleting the group removes all members from the group but does not delete their individual accounts. If you want to end everything immediately, contact support at contact@grouphiit.com.

    My group subscription expired — what happens?

    • Members and admins immediately lose access to content
    • The group still exists but access metadata is removed
    • You (the billing owner) can still access My Group and Manage Membership to renew
    • To renew, go to Manage Membership → Renew on Web, or go to the join page and purchase a new group plan

    Can I have multiple groups under one account?

    Yes — you can purchase multiple group plans under the same account by going through checkout multiple times. Each group will have its own subscription and billing. Contact support if you need help managing multiple groups.

    I want to give a group free access (comped account)

    Contact support at contact@grouphiit.com. We can grant a promotional entitlement in RevenueCat which gives the billing owner access without an active paid subscription, and members continue to get access through the group metadata.

    Group Memberships — For Members & Admins

    I received an invite link — how do I join?

    Click the invite link in your email. If you don't have a Group HIIT account you'll be prompted to create one. Once you join the group your access is activated immediately — no payment required.

    My invite link isn't working

    Invite links expire after a set time. Ask your group admin to send a new invite link. Make sure you're clicking the link in a browser, not a preview in your email app.

    I joined a group but I can't access content

    Make sure you're logged in with the same account you used to join the group. Try logging out and back in. If the problem persists, contact your group admin to confirm you're showing as an active member in the group settings.

    How do I see who else is in my group?

    Go to My Group → My Group tab. If your group admin has enabled the member directory, you'll see all members. If it's restricted, only admins can see the full list.

    How do I leave a group?

    Go to My Group → Leave & Delete tab → Leave Group. You'll immediately lose access to group content. You can rejoin if your admin sends you a new invite.

    My group's subscription expired and I lost access

    Contact your group admin — they need to renew the subscription. Alternatively, you can start your own individual membership at grouphiit.com/pages/join-group-hiit.

    I'm a group admin — can I manage the subscription?

    No — only the billing owner (the person who purchased the group plan) can manage the subscription and billing. As an admin you can manage members, roles, and group settings. If you need to take over billing, the current owner needs to either let the subscription expire (then you go through checkout) or contact support to transfer billing.

    Can I have both a group membership and an individual membership?

    Yes — if you purchase an individual membership while in a group, both will be active. However this means you're paying twice. If your group already covers everything you need, an individual subscription is redundant. Contact support if you need help sorting out duplicate billing.

    Billing & Payments

    What payment methods are accepted?

    Visa, Mastercard, American Express, Discover, Diners Club, JCB, UnionPay, Apple Pay, and Google Pay. HSA/FSA cards are also accepted for individual memberships via TrueMed.

    Where can I find my receipts and invoices?

    Go to Manage Membership → Manage Subscription (for web/Stripe subscribers) to view your billing history and download invoices. For iOS subscribers, receipts are in your Apple ID purchase history. For Roku subscribers, check your Roku account.

    My payment failed — what happens?

    For web/Stripe subscriptions: Stripe will retry the payment automatically over several days. You'll receive email notifications. Update your payment method in the billing portal to avoid losing access. For iOS/Roku: update your payment method in your Apple ID or Roku account settings.

    How do I update my payment method?

    Go to Manage Membership → Manage Subscription → update your card in the billing portal. For iOS subscribers, update through your Apple ID settings. For Roku subscribers, update through your Roku account.

    I was charged after cancelling

    If you cancelled before the renewal date, you should not have been charged. Contact support at contact@grouphiit.com with your cancellation confirmation and charge date and we'll investigate. Note: if you subscribed via iOS or Roku, cancellation must be done through Apple or Roku — not our website.

    Can I get a refund?

    We offer refunds on a case-by-case basis. Contact support at contact@grouphiit.com within 7 days of the charge with your reason and we'll review it.

    I subscribed on iOS — can I manage billing on the website?

    No — iOS subscriptions are managed entirely through Apple. Go to Settings → Apple ID → Subscriptions on your iPhone to cancel, upgrade, or change your payment method. Our website billing portal only covers subscriptions purchased directly on the website.

    I subscribed on Roku — can I manage billing on the website?

    No — Roku subscriptions are managed through your Roku account at my.roku.com/account/subscriptions. Our billing portal does not have access to Roku subscriptions.

    Accessing Content

    I have an active membership but content is locked

    1. Log out and log back in
    2. Clear your browser cache and cookies, then log in again
    3. Make sure you're logged into the correct account (the one with the active subscription)
    4. If you're a group member, confirm with your admin that you're still an active member
    5. If none of the above works, contact support

    Content was unlocked yesterday but is locked today

    Your subscription may have expired or a payment may have failed. Go to Manage Membership to check your subscription status.

    I can access content on the website but not the iOS app (or vice versa)

    Make sure you're logged into the same account on both platforms. Your subscription is tied to your account, not your device. If you subscribed via iOS, that subscription is only recognized in the iOS app — web access requires a web subscription.

    The video won't play / is buffering

    • Check your internet connection speed (we recommend at least 10 Mbps)
    • Try a different browser (Chrome or Safari recommended)
    • Clear your browser cache
    • On iOS, close and reopen the app
    • On Roku, restart your Roku device

    iOS App

    How do I download the app?

    Search "Group HIIT" in the App Store or visit the App Store link on our website.

    How do I log in on the iOS app?

    Open the app and log in with the same email and password (or Google/Apple) you use on the website. Your subscription and access will be recognized automatically.

    I subscribed on the website — can I use the iOS app?

    Yes — log in with your website account credentials. Your web subscription will give you access in the app.

    I subscribed on iOS — can I use the website?

    Yes — log in with the same Apple ID email on the website. However your iOS subscription is managed through Apple, not our website billing portal.

    Can group members access the iOS app?

    Yes — group members log in with their Group HIIT account credentials and get full access through the app.

    Can group owners manage their group through the iOS app?

    Basic group viewing is available in the app. For full group management (invites, roles, billing, deleting the group), use the website at grouphiit.com/pages/group-profile.

    I'm getting a "subscription not found" error on iOS

    Make sure you're logged in with the correct account. If you subscribed via the website, try restoring purchases in the app settings. If the problem persists, contact support.

    How do I restore purchases on iOS?

    In the app, go to Membership → Restore Purchases. This will re-sync your active iOS App Store subscription with your account.

    The iOS app is crashing

    Force close the app and reopen it. If the problem persists, delete and reinstall the app. Make sure your iOS is updated to the latest version. If crashes continue, contact support with your device model and iOS version.

    Roku Channel

    How do I find the Group HIIT Roku channel?

    Search "Group HIIT" in the Roku Channel Store, or add it from our website by clicking "Download Our Roku Channel."

    How do I log in on Roku?

    Log in with your Group HIIT account email and password. Note: Roku does not support SSO (single sign-on), so if you created your account using Google or Apple Sign-In you will not be able to log in on Roku until you set a password. To set a password, go to the website → Account Settings → Security → add a password. Once set, use that email and password to log in on Roku.

    I subscribed on Roku — does that give me website access?

    Yes — your Roku subscription is tied to your Group HIIT account. Log in on the website or iOS app with the same credentials and your access will be recognized across all platforms.

    I subscribed on the website — can I watch on Roku?

    Yes — your web subscription gives you full access on Roku. Log in with your Group HIIT email and password on the Roku channel. If you signed up with Google or Apple, set a password first in Account Settings → Security on the website before logging in on Roku.

    How do I cancel my Roku subscription?

    Go to my.roku.com/account/subscriptions and cancel from there. Do not try to cancel through our website — we don't have access to Roku billing.

    The Roku channel says my subscription is expired but I just renewed

    Roku can take up to 24 hours to sync subscription status. If it's been more than 24 hours, contact Roku support directly, or contact us at contact@grouphiit.com with your Roku account email and we'll investigate.

    Can group members access content on Roku?

    Yes — group members have full access on Roku. Log in with your Group HIIT account email and password on the Roku channel. If you signed up with Google or Apple, set a password first in Account Settings → Security on the website.

    My Roku subscription and website account aren't connected

    Make sure you're logging in on Roku with the same email and password as your Group HIIT account. If you used Google or Apple to sign up, you need to set a password first — go to Account Settings → Security on the website to add one. If you're still having trouble, contact support at contact@grouphiit.com with your Roku account email.Admin & Support Fixes