Frequently Asked Questions (FAQs)
Some of the most frequently asked questions from members are listed below with helpful answers from our Support team.
If you don't find below, we'd love the opportunity to help you. Shoot us an email at email@example.com description of your issue or send a direct message to the trainer through the platform.
Response times from our Support team are fastest from 9am-6pm PT, Monday thru Friday. Support requests submitted outside those times may receive delayed responses. In you are having technical issues, you can also reach out to our platform partner. Email them at firstname.lastname@example.org.
Although we support Chrome, Firefox, and Internet Explorer, we strongly suggest you use the latest version of Chrome. If you choose to use a browser other than Chrome please make sure you have the most up-to-date version to ensure everything on the site works smoothly.
You can also upload videos using our iHitting app. It's available for free through the iTunes store. This app allows you directly upload your videos from iOS compatable phones and tablets. Sorry at this time, the iHitting app is not available for Android devices.
Most residential cable and DSL connections should be more than adequate. If you are accessing the site via a wi-fi connection make sure you have a strong connection. Uploading and playing videos using a weak wi-fi connection can result in choppy or buffering video playback.
The typical turn-around time for trainers is 24-48 hours.
Many phones and tablets now give the option of filming in slow motion. It's perfectly fine to send in a slow motion video.
The way that most people video record these days is with their phones or tablets. If you record with an iPhone or Android device, you aren't going to have to worry about file formats, codecs, video compression or anything else. Download the iHitting app to make it even easier to upload your videos.
You must own or hold all necessary rights (copyrights, etc.) to your video. Do not upload rips of movies, music, television, or any other third party copyrighted material unless you have legal permission to do so. Do not upload sexually explicit material or pornography. No videos that are hateful, harass others, or include defamatory or discriminatory speech. Do not upload videos that depict or promote unlawful acts, extreme or real-life violence, self-harm, or cruelty towards animals.
We allow one video to be submitted at a time. However, it's very common for people to combine multiple video clips into one video using a tool like iMovie. In fact, most trainers prefer this as it gives them a more complete picture of what you are working on.
It depends on the subscription you have signed up for. You can find this information from your trainer's website under pricing and plans.
In general, the amount of time it takes to upload a video to Spladap is out of our control. We do not limit our members' upload speeds - we take as much bandwidth as your Internet Service Provider (ISP) will allow. If your upload is slower than expected, it could be due to multiple factors, including: lower overall upload speeds provided by your particular Internet plan, time of day or peak hour usage with your ISP, increased traffic on your local network, or incorrect network, firewall, or router settings. When testing your upload speeds, keep in mind that online speed tests are not always accurate. The results you receive from these tests may be skewed by the location of the test server, as well as the factors listed above.
If your video isn't displaying correctly or you are seeing an error message following your attempt to upload, it may mean that the video you uploaded includes a video or audio codec that we do not support.
If you run out of storage space you will need to delete some videos from your Media Locker.
LOGIN AND PASSWORD ISSUES
Use your account email address and password to log in here. If your password is not working, request a new password by going to our login page, clicking on the "Forgot Password" link, and entering your email address in our reset form. If our system cannot find your email address, you may be entering the wrong one.
Unfortunately you cannot change your username because it is associated with your email address.
If you can't remember your password, just go to the log in screen and enter your email address and we'll send you a link to reset it.
Be sure to check your junk or spam filters on your email inbox. Many small domains filter our emails. Search for any emails from Spladap. If you are requesting a password reset to the correct email address but it is not arriving, shoot us an email at email@example.com..
Try logging in from a different browser (we suggest Chrome, which can be downloaded for free) or another computer. Make sure your browser accepts cookies. Before saving your new password, you should also try clearing your browser's cache.
From your logged in account, click on the profile icon in the upper right hand corner of your screen and select Settings. Enter your current password. Enter your new password and re-type new password. Click the Save Changes button.
Make sure your signup was successful. First, be sure to check your spam and junk folders for our password email. If it still looks like you did not create an account, you can sign up again here. If you did create a new account but cannot log in, you can request a new password. To request a new password, go to our login page, click on the "Forgot Password?" link, and enter your email address in our reset form.
Be sure to check your junk or spam filters on your email inbox. Even if you're generally able to receive emails at your email address, your email client or ISP (such as Comcast, SBC, etc.) may be blocking email from Spladap or mistakenly filtering our emails as spam. Unfortunately, if we're blocked or filtered by a particular email provider, security software, or ISP, we aren't able to fix this issue on an individual basis. We are constantly working on our side to increase our email delivery, and we appreciate your patience.
While we understand that it can be disappointing when you lose access to an account, we use this verification requirement to make sure we don't give out any user information to the wrong person. To resolve this issue shoot us an email at firstname.lastname@example.org.
If you're trying to create an account but are told your email address is already in use then there is another active account on Spladap using your email address. An email address can only be associated with one Spladap account at a time. To check if your email address is already in use, try sending yourself a password reset email.
From your logged in account, click on the profile icon in the upper right hand corner of the screen and select Profile. You will be able to edit your profile photo, name, gender, address, phone number, social connections, and about me.
From your logged in account, click on the profile icon in the upper right hand corner of the screen and select Profile. Click on the Upload a Picture button and select an image from your device. Use the cropping tool to set the area of the image you would like to display. Once you are happy with the image click Set Profile Picture.
To see your current subscription, from your logged in account, click on the profile image in the upper right hand corner of the screen and select Account. Here we show your current subscription and any pending changes. It's also where you can update your credit card or change your subscription type.
For our subscription services, your credit card is charged automatically monthly. To see when your subscription is active through from your logged in account, click on the profile image in the upper right hand corner of the screen and select Account.
This will depend a little. For some services and/or subscriptions, you will see your trainer's name or business name. In other cases, you might see a SPL* followed by the trainer's name or business name. If you have any questions, please reach out to us and we will help clarify.
We bill on a monthly basis and you have the freedom to upgrade, downgrade or cancel whenever you want. From your logged in account, click on the profile image in the upper right hand corner of the screen and select Account. On this page, you will see a Cancel this Subscription button. In addition, you will see an Explore Subscription Options button. This is the button used to upgrade or downgrade your current subscription.
Yes, we will remove all your membership information, including all your stored and reviewed videos. You do have the option of going On the Bench if you are taking a break, but would like to retain your videos and reviews. From your logged in account, click on the profile icon in the upper right hand corner of the screen and select Account. Explore Subscription Options button. Click on this button to see your different options, including On the Bench.