FAQs

I’m unable to reset my password.

To start, make sure you've selected “Login”, “Reset Password”, entered your email address and selected “Reset Password” again. From there, confirm that you've checked your inbox and that it has been 2-5 minutes since you first hit “Reset Password” the final time. If you've have tried this, the most common reasons for the issue include:


The password reset email went to Spam. Check this and similar Junk folders.You haven't signed up. You're using the wrong email address. You have poor wifi or cell data coverage, or the email was delayed -- typically 3-5 minutes. If you have poor connectivity, it can take longer -- usually up to 15 minutes or until you reach a better coverage area -- to receive the email.

 

I tried resetting my password using the link in the email but got a weird error message about “rejecting the commit”.

To start, make sure you've selected “Login”, “Reset Password”, entered your email address and selected “Reset Password” again. If you've done the last step multiple times, it is important that you use the email associated with the most recent submission (reset request). Only one link is valid at a time for security reasons. When you attempt to use the link from an earlier “password reset” request, you will get an error message that the request was rejected or invalid.

I had credits, but I don’t anymore.

Please e-mail info@kaiayoga.com

I’m not able to book a reservation with my membership.

Please log into your account and verify that you have updated your credit card details. A saved credit card is required with memberships to book reservations.

I think there might be a problem with your ClassPass booking window.

ClassPass always has a 7-day rolling booking window. If you are trying to book a class outside of this window, you can expect an error to pop up. Please note this is operating as expected. If you require further assistance on this matter, please contact us.

 

I can’t book classes through the Mobile App.

If you're unable to book classes through the App, the most common reason is that you may have accidentally opened the “old App” , or that you are using an old version of your current App. To check this, confirm the name of the App on your phone is 'Kaia Yoga & Meditation'.


If you’re in the right place, there are several other common reasons why you may be having trouble viewing the schedule. Select the “Reserve” icon at the bottom of the app and select the filters icon in the top right hand corner of the schedule screen. It’s common to have filters selected that result in no Schedule results. Confirm the longform date “e.g. Thursday, December 13” above the first class in the list. From time to time, it's easy to unknowingly scroll very far into the future, causing you to no longer see any classes. If you have exhausted these options, please contact us to help you troubleshoot further.

 

I can’t access the “Buy Page” on the Mobile App.

If you are unable to buy classes through the App, the most common reason is that you have accidentally opened your “old App”. To check this, confirm the name of the App on your phone is 'Kaia Yoga & Meditation'.


If you’re in the right place, there are several other common reasons why you may be having trouble viewing the schedule. We recommend you select the “Buy” icon at the bottom of the app, confirm you have the correct location selected and that you cannot see booking options. If that’s the case, please take a screenshot and send it to us (info@kaiayoga.com). 

 

My login isn’t working in the App.

If you're unable to book classes through the App, the most common reason is that you may have accidentally opened the “old App” , or that you are using an old version of your current App. To check this, confirm the name of the App on your phone is 'Kaia Yoga & Meditation'.

A common reason to have trouble is that you have not yet reset your password. If this is the case, select “reset password” below the login, and follow the steps on the screen and in the email you receive. In the event you has trouble receiving the email, there are three common reasons for this. You do not have an account with you under the email address you used. The email went to your spam folder. There is a high volume of automated emails being processed. In these cases, it may take 2-5 minutes for you to receive the email. This can happen from time to time, especially on Launch Day. In cases where your internet speed or cell service are a factor, it could take up to 15 minutes. If you have reset your password, the most common reason to have trouble logging in is using the wrong email address. If the customer’s problems persist, please contact us at info@kaiayoga.com