Moving from our previous site: when things look off

If you moved from Ride The Wave or Inner Rhythms and something looks wrong, the symptoms below cover almost every case we expect to see. Each one has a quick check plus a "tell us" option.

My trial isn't aligned to when my old subscription would have renewed

Most likely: you used a different email on your previous site than on Mindbody. We match on email — if the two don't match, we default to our standard new-member trial.

What to do: contact us with the email you used on Ride The Wave or Inner Rhythms. We'll credit the difference.

Tip for next time: if the emails on your two sites are different, please contact us BEFORE signing up — we can prevent this entirely.

See also: Keeping your Mindbody and Dance Alive emails in sync.

I switched from Ride The Wave to Meditation (or Inner Rhythms to Movement) and got our standard trial

By design. When you change categories, your previous subscription doesn't apply to the new one — you start fresh with our standard trial.

What to do: if you'd like a credit anyway, contact us and we'll review.

I was charged on day one of signing up

Most likely: your previous subscription had already expired before you signed up. There were no remaining paid days to credit, so your card was charged right away.

What to do: contact us — we'll review the case.

My watchlist, favorites, or viewing history is gone

By design. Watchlists, ratings, and viewing history don't move with the migration. Only the video library transferred.

What to do: rebuild your watchlist by tapping the + My List button on any class.

I think I'm being charged twice — once on the old site and once on Dance Alive

Most likely: as part of moving you over, we turn off auto-renew on your previous membership, so your existing paid period continues but doesn't renew. Your Dance Alive trial ends the day your old subscription would have renewed — that's when you're charged for the first time. There is no overlap.

Quick check: look at your card statement. If you see charges with overlapping date ranges, contact us with both.

See also: I was double-billed at renewal for unrelated double-charge cases.

I had a different email on my old site and I haven't signed up yet

Best path: contact us BEFORE you sign up. Tell us the email you use on Ride The Wave or Inner Rhythms and the email on your Mindbody account. We'll coordinate the move so your trial date lines up correctly.

Anything else

Send us a note — include the email you used on your previous site, and the date and amount of any unexpected charge.