Support and FAQs

Have questions?

We provide the answers to the most commonly asked support questions here.

GENERAL QUESTIONS

Why should I choose MOSSA On Demand?
MOSSA’s history of programming is rooted in its understanding of the market and the challenges most of the population face to engage consistently in some form of fitness. It integrates a successful formula, MOSSA’s proprietary M4 Programming, of highly effective movement with chart-topping, popular sound-designed music, delivered by a motivational, professional team. Each workout is rigorously tested to give invaluable metrics to ensure your enjoyment and success. With MOSSA Workouts, regardless of age or condition, you’ll become a better mover, be more resilient, and feel better in your body. If you are just starting your movement journey or are an athlete pushing your performance, we will help you get muscle and movement strong, so you can move younger, longer!
What are the subscription options?
Monthly subscriptions for MOSSA On Demand are available through the web, iOS, Android, Roku, Apple TV, and Fire TV.

Annual subscriptions for MOSSA On Demand are available through the web.

How much does MOSSA On Demand cost?
You can experience everything MOSSA On Demand has to offer for $9.99/month or $99.99/year.
What payment methods can I use?
MOSSA On Demand accepts all major credit cards when enrolling through the website at https://www.mossaondemand.net.

Additional payment methods are accepted when signing up directly through the Apple, Google Play, Roku, or Amazon app stores.

Do I have to sign a contract?
There is not contract for MOSSA On Demand. You are fee to cancel at any time.
Can I subscribe if I live outside the United States?
Yes! Subscriptions are billed in. U.S. Dollars.
How does the free trial work?
We offer a 14-Day Free Trial to help you explore all that MOSSA On Demand has to offer. After the 14-Day Free Trial, your account will automatically be billed either monthly at $9.99 or annually at $99.99 depending on the subscription plan you choose. You can cancel at any time.
How do I access MOSSA On Demand?
You can access MOSSA On Demand online at www.mossaondemand.net on any internet browser, through any device. We also have apps available for iOs, Android, Amazon Fire TV, and Roku.

GETTING STARTED

What workouts should I do first?
The 10-minute workouts are a great way to get started in a program as they will introduce you to the language of the program, types of movements commonly seen, as well as key execution tips designed to help you build confidence in your movement ability. These bite-sized workouts are also a great way to try out all of the MOSSA programs.
Do you have a calendar or workout plan I can follow?
We're thrilled to introduce MOSSA On Demand's newest feature: a workout calendar, personalized for your goals and schedule. The calendar will guide you to specific programs on each of your workout days, equaling less guesswork and more accountability.

Set up your calendar in three easy steps and get moving!

1. Pick a Persona. Select the workout style that best describes you.

2. Mark Your Calendar. Choose 3, 4, or 5 days per week to generate your personalized workout calendar.

3. Make Your Move. Download your calendar, press play, and move!

What workouts do you recommend for someone who wants to exercise 2-3 times per week?
Visit the Calendar Resource page to choose a persona, and based on which persona you select, we’ll provide a monthly schedule for you to follow. If you want to work out 2-3 days per week, choose the 3X calendar option and decide what workout fits best into your schedule: 10-minute, 30-minute, or 60-minute. The calendar provides a framework to guide you and the freedom to be flexible!
What workouts do you recommend for someone who wants to exercise 4 times per week?
Visit the Calendar Resource page to choose a persona, and based on which persona you select, we’ll provide a monthly schedule for you to follow. If you want to work out 4 days per week, choose the 4X calendar option and decide what workout fits best into your schedule: 10-minute, 30-minute, or 60-minute. The calendar provides a framework to guide you and the freedom to be flexible!
What workouts do you recommend for someone who wants to exercise 5 times per week?
Visit the Calendar Resource page to choose a persona, and based on which persona you select, we’ll provide a monthly schedule for you to follow. If you want to work out 5 days per week, choose the 5X calendar option and decide what workout fits best into your schedule: 10-minute, 30-minute, or 60-minute. The calendar provides a framework to guide you and the freedom to be flexible!
Is there a place to connect with other MOSSA On Demand subscribers?
You have two great options, both aimed at boosting your accountability, keeping you connected, and delivering consistent results:

1. Join the MOSSA On Demand Facebook Group. Think of the group as your 360-degree cheering section, where you'll connect with On Demand subscribers worldwide and where we'll prompt conversations on Mondays, Wednesdays, and Fridays. The group is simply a way to stay connected and motivated, to share challenges and successes. Most importantly, it will demonstrate the inspiring power of together, even virtually.

2. Join the calendar email list. Every Sunday, you'll receive an email with recommendations specific to the upcoming week's calendar. You can also download the calendar each month from the Facebook community.

WORKOUTS & EQUIPMENT

How can I find the workouts I want quickly?
You can use the Filter feature to find all of the workouts for a specific program in one place.

If using the web, click on the Filter button at the top of the page and scroll down to find the program of your choice. Click on Power Workouts (for example) and you’ll be taken to a page with all of the Power workouts in one place!

You can also Favorite the workouts you like best or do most often. When you have the video open, just click the Add to Favorites button. They will then show up on the top of the landing page when you log in.

How do I know which videos I’ve already watched?
The Continue Watching Category, available on the web, will track your 12 most current watched videos. This makes it easy to pick up where you left off, or plan your next workout based on what you’ve done before.
Can I mark my favorite workouts?
Yes! Tap or click the Favorite (heart) icon for any video to add it to the Favorites Category. You can find this Category on your home page on the web or through the Favorites content category under your profile on the app.
Why do the workouts downloaded for offline viewing disappear?
As is standard practice for most online video services, MOSSA On Demand workouts downloaded for offline viewing expire after 30 days.
How often do you add new workouts?
We are in the process of adding past releases from our club product line. Once we get more of the past release workouts published on MOSSA On Demand, we'll follow the same global quarterly release schedule as the club product but always be one year behind.

We will also be adding additional 30-minute workouts, education, and new categories (like the new NIMBLE Percussion Therapy category). These additional resources will be added between the regular quarterly upload of the new program workouts. The workouts currently available will remain so you’ll have a plethora of experiences to choose from.

In the meantime, take a look at the Shelf Life 101 session in the MOSSA Education & Information Category to get tips on how to get the most out of every MOSSA On Demand workout.

Will you be adding more 10-minute workouts?
We will create additional 10-minute formats depending on the subscriber demand for the workouts.
Will you be adding more 30-minute workouts?
We will create additional 30-minute formats depending on the subscriber demand for the workouts.
How often should I do one workout?
For best results, we recommend you do the exact same workout 4-6 times before moving on to another workout of the same program. For example, do Group Power 1 (60 min) 4-6 times before moving to Group Power 2 (60 min). To learn more about why we make this recommendation, watch the Shelf Life 101 session in the MOSSA Education & Information Category.
Do I need to have the equipment used in the videos?
To get the most out of MOSSA On Demand workouts that require equipment, we recommend the equipment that the coaches are using. You can purchase equipment through the MOSSA Store.

The Step Fitness Barbell Set: The Barbell Set’s patented ergonomic design will enhance your workout experience. MOSSA collaborated with the manufacturer to create the optimal user experience for Group Core and Group Power. Designed for superior comfort, functionality, and durability, the commercial grade Barbell Set combines a professional look with unique features.

The Step Fitness Deluxe Dumbbell Set: The patented ergonomic design of these adjustable dumbbells will enhance your Group Active® workout experience. We collaborated with Step Fitness to create the optimal experience. Designed for superior comfort, functionality, and durability, the commercial grade Step Fitness Deluxe Dumbbell Set combines a professional look with unique features.

The Original STEP: The first, and is still, the most innovative step on the market today. Its timeless design enables easy height adjustment, decline, incline, and ramp positioning, shock absorption at all height levels, and the largest surface area for stability and comfort.

The ViPR Pro:ViPR PRO® is the highest quality and most versatile equipment choice for 3D30 and MOVE30. VIPR PRO’s innovative design ensures you gain the maximum benefit from 3D30’s Loaded Movement Training and you enhance your movement health in MOVE30.
Designed for superior comfort, functionality, and durability, the ViPR PRO combines a professional look with features to maximize your experience. With its design and multiple grip options, we use it to mimic all kinds of loaded life movements as it can simulate a golf bag, shopping bags, a suitcase, a heavy hammer, an offset load, (endless options really) and even sitting on end, it becomes a help for balance as a sturdy support.

Where can I purchase equipment?
You can purchase equipment through the MOSSA Store.

ACCOUNT & BILLING

What do I do if I forgot my password?
On the login page, click Forgot Password and enter the email address associated with your account. The instruction email will arrive in your inbox shortly. In the instruction email, click Reset Password and you will be directed to select a new password. You can access the login page here: https://www.mossaondemand.net/sign_in.
How do I change my password?
When signed in to your account, you can change your password by clicking on My Account from the top navigation menu. Then click on Password and update your password. While logged in to your account, you can also access that page here: https://www.mossaondemand.net/password.
How do I update my billing information?
When signed in to your account, you can update your billing information by clicking My Account from the top navigation menu. Then click on Billing and update your billing information. While logged in to your account, you can also access that page here: https://www.mossaondemand.net/dashboard/billing.
Can I change my subscription plan?
You can change your MOSSA On Demand subscription plan at any time. Log in to your MOSSA On Demand account on the website at www.mossaondemand.net. Choose My Account at the top of the page. Choose Billing. Under ‘Active Plan’ choose Change Plan.
How do I cancel my subscription?

For Web Subscribers
If you purchased your subscription through our website: when signed in to your account, you can cancel your recurring subscription by clicking My Account from the top navigation menu. Select Billing, then select Change Plan, and then click on Cancel Membership. While logged in to your account, you can also access that page here:
 https://www.mossaondemand.net/dashboard/billing


For iOS Subscribers
If you purchased your subscription through the app store (Apple), you need to cancel your subscription directly through the app store. This can be done from your device (Apple), go to Account Settings > Subscriptions. Then select the MOSSA On Demand subscription and select Cancel Subscription.


For Android Subscribers
If you purchased your subscription through the app store (Google Play), you need to cancel your subscription directly through the app store. This can be done from your device. Uninstalling the app will not cancel your subscription. Open the Google Play Store. Tap Menu > Subscriptions. Select the MOSSA On Demand subscription and tap Cancel.


For Roku Subscribers
If you purchased your subscription through Roku, you need to cancel your subscription directly through Roku. Uninstalling the channel will not cancel your subscription. Press the Home button on your Roku remote. Use the directional pad to navigate the channel grid and highlight the MOSSA On Demand channel. Press the Star button on your Roku remote. Select Manage Subscription > Cancel Subscription. Confirm Cancel Subscription. Select Done.


For FireTV Subscribers (Amazon)
If you purchased your subscription through Amazon, you need to cancel your subscription directly through Amazon. Go to
Your Memberships and Subscriptions. Select Manage Subscription next to the subscription you'd like to cancel. Select the link under Advanced Controls. The main subscription page opens. From here, you can end your subscription.

My credit card is being declined. Why is that?
Many credit or 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 or debit cards do not allow for recurring subscription billing, and therefore, may be denied.
Can I get a refund?
Subscription payments are nonrefundable and there are no refunds or credits for partially used periods. Following any cancellation, you will continue to have access to the service through the end of your current billing period.

For additional subscription details, see the Terms outlined on our website.

What if I have additional billing questions?
For all other billing related questions, please send your question to mossa@streaming-subscription.com.

TECHNICAL SUPPORT

Can I watch videos on my computer?
Yes. For optimal viewing experience via the web, we recommend using the most recent versions of Chrome, Firefox, Edge or Safari. For this reason, we recommend that you check your browser version and update it, if needed. This help guide provides steps to check and update your browser version.

We do not support Internet Explorer, as Microsoft now encourages Windows users to utilize Microsoft Edge instead.

Can I watch videos on my TV?
It is possible to use a TV or console browser to watch videos on most Uscreen sites, but there can be potential playback issues. For this reason, we do not recommend or guarantee that video playback will work on a TV or console browser.

Instead, we recommend using ChromeCast or AirPlay to watch videos on a TV.

How do I cast from my phone/tablet to my Smart TV?
Your device and TV need to be connected to the same Wi-Fi network so they can speak to each other. You’ll also need to make sure that the MOSSA On Demand app has access to your local network.

Enable MOSSA On Demand on your Local Network by opening Settings, scroll down to find the MOSSA On Demand app, and toggle On Local Network.

This will enable the app to connect to the local network that should also be where your TV is connected. You can then open the MOSSA On Demand app, choose the cast icon and choose your preferred TV.

Can I use Chromecast with my iPhone?
Yes. Your iPhone and TV need to be connected to the same Wi-Fi network so they can speak to each other. You’ll also need to make sure that the MOSSA On Demand app has access to your local network.

Enable MOSSA On Demand on your Local Network by opening Settings, scroll down to find the MOSSA On Demand app, and toggle On Local Network.

This will enable the app to connect to the local network that should also be where your TV is connected. You can then open the MOSSA On Demand app, choose the cast icon and choose your preferred TV.

My video does not playback smoothly. How can I fix this?
Video playback depends on several factors. To improve your playback experience, make sure you have a fast, stable internet connection. We recommend using the most recent version of Chrome, Firefox, or Safari. You may experience playback issues with outdated devices and browsers.

If you're viewing videos that have playback or quality issues, you might need to readjust and set the video quality for a smoother experience.

To set the video quality (web):
Navigate to the video player and click on the gear icon in the lower left of the video playback window. Click on Quality and set the quality to Auto or a specific quality setting. The selected quality will apply to all videos viewed until the browser cache is cleared.

NOTE: By default, when watching videos with Safari (iOS), the stream is played through Safari Native Player. This means that HLS playback itself is handled directly by Safari and not by our player. Safari Native Player does not support Media Source Extension (MSE) and this is why when you use Safari, you will not be able to change the video quality manually.

How do I adjust video resolution?

Roku:
Press the Home button on the Roku remote. Go to Settings > Display Type. Switch from Auto Detect to 720p.

Apple TV:
Navigate to Settings > Audio and Video > TV Resolution. Select the desired screen resolution from the listed options.

Fire TV:
Go to Settings > Display & Sounds > Display > Video Resolution. Choose 720p 60 Hz.

Chromecast:
Turn on your Chromecast and select Profile Settings at the top right of the screen. Select Display & Sound > Resolution & Frame Rate. Use this setting to adjust the screen resolution and frame rate. To adjust resolution, select Advanced display settings.

How can I contact technical support?
If you have additional technical questions not addressed here, please contact Technical Support at mossa@streaming-subscription.com.

FOR GENERAL INQUIRIES

How can I contact the Team at MOSSA?
If you have general questions for the MOSSA Team, you can email us at mossaondemand@mossa.net.