FAQ

How do I purchase a subscription?

Subscribing to my.roamingzen means you will have unlimited 24/7 streaming access to all videos we have included in the Subscription package for a recurring monthly or 6-monthly price. The number of videos included in the Subscription package can vary and we may add or remove videos from time to time. To Purchase simply go to ‘Sign Up’ in the Menu to choose your monthly or 6-monthly recurring subscription. Your subscription will continue/recur until you cancel.

I’m a Roaming Zen member, how do I access my discount?

Please email us and we'll send you a promo code to access the discount.

What happens to my discount if I am no longer a Roaming Zen member?

Once you cease Roaming Zen membership you will no longer be entitled to the discounted Subscription and your subscription will revert to full-price for the next payment period.

How does the FREE Trial Work?

Signing up for our Free 14 DAY Trial allows you to give my.roamingzen a test drive without being charged. Once the Free Trial expires, you’ll be transitioned into a fully-fledged Subscriber, and will be billed either monthly or for 6 months, at the subscription price you set when you first began your Trial. You’ll be able to stream all of our subscription-available videos anytime, anywhere, from nearly any device, and you’ll also have our ever-lasting thanks 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.

My Credit Card is being declined. Why is that?

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 my.roamingzen.com.au then follow these simple steps:

MY ACCOUNT > Billing

I can’t remember my password. How do I reset it?

Simply click on the “Sign In” from the main menu. You will be taken to the Sign In page. Click “Forgot Password”, enter your email address when prompted and click “Send Instructions”. You will then be sent an email with instructions on how to reset your password.

How do I change my password?

Once signed into my.roamingzen.com.au you can change your password by selecting MY ACCOUNT > PASSWORD in the menu.

I clicked on the ‘forgot password’ link but never received a reset password email. What do I do now?

Try checking to see if it was accidentally sent into your spam folder in your inbox. Also, make sure that the email you’re checking is the same as the one used on your account. If all else fails, contact us and we’ll assist you to get back in.

I signed up for a free trial, but now I’m being charged, what happened? 

Free Trials only last for 14 Days before converting into full-fledged Subscription accounts. Your Free Trial period has simply expired and you will now be billed monthly or 6-monthly according to the pricing you agreed to when activating your Free Trial.

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 6-monthly 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 year ends. No further charges will be made once you cancel your subscription.

How do I create a favourites list?

To add a video to your Favourites list click on the little star that appears under the video. To delete a video from your Favourites list play the video and click the star again. It will then be removed from your list.

My video doesn’t playback 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. These are usually the simple fixes for playback issues you may have.

Additionally, some older versions of Android (prior to version 4.3) did not manage secure video playback well. This is an Android issue that can easily be resolved by ensuring 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 ensure you are actually running Google Chrome on your Android device.

Should I practice using the videos if I am injured, have a medical condition or I'm pregnant? 

If you have past or present injuries, medical conditions, or are pregnant, please get clearance from your Doctor before working out. Remember to always listen to your body.

Other tips:

  • Make sure you have a fast and stable internet connection. We recommend a minimum download speed of 10Mbps for smooth playback.
  • Try refreshing your browser, or switching to a modern browser like Google Chrome, Firefox or Safari.
  • When all else fails, restart your internet connection.

Still have questions? Contact us.