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FAQs – at a glance

Do you have a question?

Here you will find a list of frequently asked questions including the answers. 

 

General issues about NewMoove

Personal settings

Question: How do I change my password?

Answer: Please log in to your account and click on “My Settings”. Clicking on “User Information” you will find “Password”. Here you click on the red button named “Change” and set a new password.

Question: How can I change my name?

Answer: Please log in to your account and click on “My Settings”. Clicking on “User Information” you can change your personal data.

Question: How do I change my email address?

Answer: Please log in to your account and click on “My Settings”. Clicking on “User Information” and than you will find “Email”. Here you click on the red button named “Change” and set a new email address. You will then receive an email with an activation link to confirm your new email address. Only then your new email address will be saved successfully. From that moment on, you can log in with your new email address.

Question: The activation link does not work. What can I do?

Answer: Your mail client may not display the link (https://….) correctly. In this case select the whole link with the mouse, right click on the selection and choose “copy”. Having copied the link right click in the browsers address field and “paste” the link. Now the whole activation link should be displayed in the address field. Just confirm with ENTER and your email address will be verified.

 

Privacy / Data security

Question: How is my personal data secured? 

Answer: Your personal data is always being stored encrypted and therefore protected from being accessed by third parties. The same goes for your payment information; it is transferred via SSL-encrypted connection to our certified payment provider.

 

Questions concerning registration

Registration

Question: How do I register?

Answer:

  • Free Trial Account: Just sign up for a free 7 days trial account here.
  • Becoming a Member: Please click here or select “Prices” left on the page to get a membership.

 

Question: Is it possible to simply try out NewMoove? 

Answer: Of course, you can try out NewMoove for free and with no strings attached before deciding on a membership. Just sign up for a free 7 days trial account here – you don’t have to enter any payment data for the trial account. There is no cancellation required. If you decide to become a member of NewMoove, click here for detailed information about our subscriptions.

Question: How do I get started?

Answer: Here you will find some hints and instructions for a successful start.

Question: How do I become a regular member after my free trial period?

Answer: Once your trial period has expired, you will get following notification when you log in to your account: “Unfortunately your membership has expired.” If you decide to become a regular member of NewMoove, please click here or select “Prices” left on the page to get a membership.

 

Log-in

Question: How do I log in to my account?

Answer: On www.newmoove.com you will find the log in field In the upper right-hand corner, where you will need to enter the address and password provided during registration.

Question: Why am I unable to log in to the members area? 

Answer: Here you find possible reasons:

Did you click on the activation link?

After completing your registration, you should have received an email with an activation link to confirm your email address. If you have not clicked on this activation link, your email address could not be saved successfully, and you are thus unable to log in to your account. Please make sure that you have received and confirmed the activation link properly. Please check the spam folder of your email account, too, if you cannot find the confirmation email. In case you have not received this email at all please contact NewMoove Customer Service by clicking on contact form.

Did you check your login information?

Please make sure you are using the correct login information (email address and private password). If you have forgotten your private password, you can ask for a new password by clicking the link “forgot password”.

Are the cookies activated in your web browser?

In order to use all features of www.NewMoove.com cookies must be enabled in your web browser (Mozilla Firefox, Google Chrome, Microsoft Internet Explorer, Apple Safari). How you can make sure of that?

 

Open your web browser and follow the instructions below:

 

Mozilla Firefox:

  1. “File” à “Preferences” à “Privacy”
  2. Set “Use custom settings for history” and check mark “Accept cookies from sites”.
  3. Close the preferences page and restart Firefox to make sure all settings have been saved

Google Chrome:

  1. “File” à “Settings” à “Show advanced settings”
  2. In the section "Privacy" click “Content settings” and select “Allow local data to be set”.
  3. Restart Google Chrome to make sure all settings have been saved.

Internet Explorer:

  1. “Tools” à “Internet Options” à “Privacy”
  2. Set the slider to "Medium".
  3. Restart Internet Explorer to make sure all settings have been saved.

Apple Safari:

  1. “Safari” à “Preferences” à “Security”
  2. In the section “Accept cookies” select "Only from sites I visit".
  3. Close the dialog using the cross and restart Safari to make sure all settings have been saved.

Question: I have not received an email with an activation link. What am I supposed to do now?

Answer: Please check the spam folder of your email account, if you cannot find the confirmation email. In case you have not received this email at all please contact NewMoove Customer Service by clicking on contact form.

Question: I have forgotten my password. What shall I do?

Answer: If your Log in fails, an error message will be displayed along with a link ”Forgot password”. Please click on that link to request a new password. The new password will be send to the email address deposited in your account.

Question: I registered some time ago, and thus forgot how to log in to my account.

Answer: When you already have log in data (email address, personal password) at your disposal, please find the log in field in the upper right-hand corner on www.newmoove.com and type in your log in data. Then confirm with ENTER or click on “Log in”. By doing so you will be directed to your personal welcome page.

 

Questions about the various memberships

Membership

Question: How much does NewMoove cost?

Answer: It depends on the subscription period of your choosing.

Click here for detailed price information.

Question: What is the method of payment?

Answer: Payment will be carried out according to your choice either of direct debit (PayPal or Sofortüberweisung.de) or credit card (Visa Card, Master Card, Diners Club). Depending on your chosen subscription billing continues automatically every 30 days or will be charged as one-time payment with your registration.

  • Payment via credit card: We are accepting payment by Visa Card, Master Card and Diners Club Card. Your payment information will be transferred via SSL-encrypted connection to our certified payment provider Wirecard. After your initial payment billing continues automatically every 30 days.
  • Payment via direct debit: Your initial payment will be carried out via the TÜV-certified online banking system Sofortüberweisung.de. The following payments will be debited monthly from your bank account.

 

Question: What does my membership include?

Answer: Here you will find a summary of all our memberships and their scope of performance 

Question: How do I cancel my membership?

Answer: If you like to cancel your membership, please send an email to the NewMoove Customer Service. Your subscription will extend automatically if you do not cancel the service two weeks before the minimum contractual duration ends. For a clear assignment of your termination, please make sure that you give us your name und email address as registered on www.newmoove.com. When you cancel your subscription, it will not extend beyond the duration of your subscription. Until the minimum contractual duration of your subscription ends you are free to continue training with NewMoove.

Question: Will my subscription extend automatically?

Answer: Yes, your subscription will extend automatically by the length corresponding to your subscription.

Question: Is it possible to pause my membership temporarily?

Answer: Due to accounting purposes it is not possible to pause your current membership.

Question: I accidently bought two subscriptions. What am I supposed to do?

Answer: Don’t worry. Our system detects multiple orders within one account. Therefore no additional costs should occur. If you still encounter any problems please contact NewMoove Customer Service.

Question: Is it possible to switch to another subscription?

Answer: Of course, you can switch to a longer duration period at any time. Please log in to your account and click on “My Settings”. By clicking on “Membership” you can easily change your subscription.

Question: Until when do I have to submit my notice of cancellation at the latest in order to cancel my subscription on time?

Answer: If you like to cancel your membership, please send an email to the NewMoove Customer Service at least two weeks before the minimum contractual duration ends. When you cancel your subscription, it will not extend beyond the duration of your subscription. Until the minimum contractual duration of your subscription ends you are free to continue training with NewMoove.

Question: Is it possible to pay for the exercise videos one at a time?

Answer: With a NewMoove membership you are able to watch all exercise videos. Apart from that, it is not possible to pay for the exercise videos one at a time.

 

How to redeem a voucher?

Question: Where do I get NewMoove vouchers?

Answer: NewMoove vouchers are distributed during promotions or in the course of member-get-member-advertising. In addition to that, you can buy vouchers in the NewMoove Online Shop.

Question: How do I redeem a voucher?

Answer: To redeem a voucher code, please click here.

 

Payment

Question: Which methods of payment are available?

Answer: Payment will be carried out according to your choice either of direct debit (PayPal or Sofortüberweisung.de) or credit card (Visa Card, Master Card, Diners Club). Depending on your chosen subscription billing will continue automatically every 30 days or will be charged as one-time payment with your registration. Your payment information will be transferred via SSL-encrypted connection to our certified payment provider Wirecard. After your initial payment billing continues automatically every 30 days.

  • Payment via credit card: We are accepting payment by Visa Card, Master Card and Diners Club Card. Your payment information will be transferred via SSL-encrypted connection to our certified payment provider Wirecard. After your initial payment billing continues automatically every 30 days.
  • Payment via direct debit: Your initial payment will be carried out via the TÜV-certified online banking system Sofortüberweisung.de. The following payments will be debited monthly from your bank account.

 

Questions regarding the handling of our homepage

Finding classes

Question: How do I find the right class for me?

Answer: The “Class Finder” will help you to find the proper class by means of filtering criteria. Just have a look and see your yourself: This is how the “Class Finder” works>>

Question: How do I find classes that go well with my training goal (weight reduction, body toning…)?

Answer: Please click on “Class Finder” and select “Search for training goal”. 

 

Playback of the exercise videos

Question: How do I start the exercise videos?

Answer: Pick a class you like and click on “Start Class”. The video stream will start immediately. Alternatively, you can choose one of the class series on the right to start the class.

Question: Is it possible to fast-forward the video stream?

Answer: In order to help you get the most out of your training there is no fast-forwarding available. But it is possible to skip the intro or the warm up, however, you should skip the warm up only when you are already warmed up properly.

Question: How do I get started?

Answer: Here you will find some hints and instructions for a successful start.

Question: Is it possible to download any exercise videos?

Answer: No, it is not possible to download any exercise videos. In order to watch the exercise videos properly, please read our hints for optimum usage.

Question: How do I recommend classes to my friends?

Answer: Please click on one of the following symbols on the top right in order to share the class via your preferred service.

 

Class Evaluation

Question: How do I get to evaluate a class?

Answer: In order to evaluate a class, you must have completed it successfully, plus, you need to be logged in to your account. Just go to “My Training” > “Training Log” and click on the star symbol  next to the completed class

Question: How long does it take until my evaluation is posted?

Answer: That depends on the level of support required. Our agents may not have the time for reviewing and posting all evaluations instantly. But we are trying our best to review each evaluation within a day.

 

Refer a friend

Question: How do I recommend a friend?

Answer: In order to refer a friend, you need to have a regular membership. After logging in to your account, click on “Refer a friend” on the upper right and enter your friend’s email address. As soon as your referral is confirmed (the friend referred registers with the same email address you entered and buys a subscription) you will be rewarded with a 30 € voucher for the NewMoove Online Shop.

Question: What are the benefits for me recommending a friend?

Answer: When you get a friend interested in NewMoove and he or she becomes a member of NewMoove, you will be rewarded with a 30 € voucher for the NewMoove Online Shop. You have nothing else to do than waiting – the system detects automatically if a referred friend of yours is getting a membership.

 

Issues with…

Registration

Question: I am constantly being asked to register, even though I already am registered.

Answer: Here you find possible reasons:

Did you check your login information?

Please make sure you are using the correct login information (email address and private password). If you have forgotten your private password, you can ask for a new password by clicking the link “forgot password”.

Are the cookies activated in your web browser?

In order to use all features of www.NewMoove.com cookies must be enabled in your web browser (Mozilla Firefox, Google Chrome, Microsoft Internet Explorer, Apple Safari). How you can make sure of that?

 

Open your web browser and follow the instructions below:

Mozilla Firefox:

  1. “File” à “Preferences” à “Privacy”
  2. Set “Use custom settings for history” and check mark “Accept cookies from sites”.
  3. Close the preferences page and restart Firefox to make sure all settings have been saved.

Google Chrome:

  1. “File” à “Settings” à “Show advanced settings”
  2. In the section "Privacy" click “Content settings” and select “Allow local data to be set”.
  3. Restart Google Chrome to make sure all settings have been saved.

Internet Explorer:

  1. “Tools” à “Internet Options” à “Privacy”
  2. Set the slider to "Medium".
  3. Restart Internet Explorer to make sure all settings have been saved.

Apple Safari:

  1. “Safari” à “Preferences” à “Security”
  2. In the section “Accept cookies” select "Only from sites I visit".
  3. Close the dialog using the cross and restart Safari to make sure all settings have been saved.

Did you click on the activation link?

When registering you have received an email with an activation link to confirm your email address. If you have not clicked on this activation link, your email address could not be saved successfully, and you are thus unable to log in to your account. Please make sure that you have received and confirmed the activation link properly. Please check the spam folder of your email account, too, if you cannot find the confirmation email. In case you have not received this email at all please contact NewMoove Customer Service by clicking on contact form.

 

Question: How can I delete my account?

Answer: If you wish to have deleted your account, please contact NewMoove Customer Service.

Question: I have not received an email with an activation link. What do you want me to do?

Answer: Please check the spam folder of your email account, if you cannot find the confirmation email. In case you have not received this email at all please contact NewMoove Customer Service by clicking on contact form.

Question: I am getting an error message, when I try to register, why?

Answer: Maybe there is another NewMoover using this email address or you already have an account. In case you already are a member of NewMoove, please try to log in or click on “Forgot Password”. If the problem persists, please contact NewMoove Customer Service.

 

Log In

Question: I cannot login, what can I do?

Answer: See the questions ans answers above at topic „Issues with..“ and “registration”

 

Playback of the exercise videos

Question: I am having problems when playing the exercise videos.

Answer: Please see “Video Hints”.

Question: The video pauses at times. What can I do?

Answer: The NewMoove exercise videos are transmitted via the Internet. If the Internet connection is too slow or instable to transfer the required data, the video can pause or even stop. In order to watch the videos in the desired quality an Internet connection with a download speed of at least 6 Mbit/s is needed to be available. Please see also “Video Hints”.

Question: The screensaver starts during the exercise video

Anwer: Please see “Video Hints”.

 

Connection with TV

Question: I would like to watch the videos on A1 TV. How does that work?

Anwer: If you are a customer of A1 TV, you can use NewMoove on your TV simply and conveniently. Just click on menu on your remote control and you will find the NewMoove Fitness App in the A1 TV menu.

In case you are already a member of NewMoove:

  • Please visit newmoove.com and click on “My Settings”.
  • Go to section “A1 TV” and order your personal TV PIN.
  • Once this is done, open the NewMoove Fitness App on your A1 TV, click on “Log In” and fill in your personal TV PIN using the remote control's numeric keypad.
  • Now you can use NewMoove on your TV!

 

In case you are not a member of NewMoove yet:

  • You can try out NewMoove on your TV for free during your trial period.
  • When your trial period has expired, go to newmoove.com and decide for a membership.
  • During registration for your subscription you can order your personal A1 TV PIN.
  • Once registration is done, open the NewMoove Fitness App on your A1 TV, click on “Log In” and fill in your personal TV PIN using the remote control's numeric keypad.
  • Now you can use NewMoove on your TV!

 

Question: Which cable is necessary for using NewMoove on TV?

Answer: You do not need any cables to use NewMoove on your A1 TV. All information about NewMoove on your A1 TV is available here. In case you do not own a smart TV but your computer and TV both have a HDMI port, please connect them via HDMI cable, start the videos on your computer and watch them on your TV.

 

Questions concerning technology

Requirements computer

Question: System requirements

Answer:

To use NewMoove properly you will need:

  • Win XP (at least service pack 3) or higher
  • Internet Explorer 7 or higher/ Mozilla Firefox 3.5 or higher/ Google Chrome 8 or higher/ Apple Safari 5 or higher
  • Adobe Flash Player 10 or higher

Your computer should not be more than 4 years old. In order to watch the videos in the desired quality an Internet connection with a download speed of at least 6 Mbit/s should be available. You can check your download speed here.

 

The following browser functions should be activated:

  • Cascading Stylesheets (formatting instructions for presenting the web content)
  • Cookies (choose at least “only accept from sites that can be evaluated by server of origin”)
  • JavaScript (Required for certain browser instructions, e.g. dropdown menus or windows which should open by mouse click.)

 

Requirements Internet connection

Question: Which download speed is required?

Answer: In order to watch the videos in the desired quality an Internet connection with a download speed of at least 6 Mbit/s should be available. 

 

Exercise Videos

Question: The selected exercise video does not start. What am I supposed to do?

Answer: Before you can start the exercise videos you need to install a Flash Player. Please check if your Flash Player is installed properly or download Adobe Flash Player free of charge from www.adobe.com. Please see also “Video Hints”.

Question: The video pauses at times. What can I do?

Answer: The NewMoove exercise videos are transmitted via the Internet. If the Internet connection is too slow or instable to transfer the required data, the video can pause or even stop. In order to watch the videos in the desired quality an Internet connection with a download speed of at least 6 Mbit/s is needed to be available. You can check your download speed here. Please see also “Video Hints”.  

 

Connection with TV

Question: Which cable is necessary for using NewMoove on TV?

Answer: Depending on the ports on your devices there are several cables possible for connecting your computer with a TV. Please contact the producer of your device if you are not sure which cable to use.

 

Specific questions concerning computer related topics

Question: How do I empty the cache of my web browser?

Answer:

  • Internet Explorer: You can empty the cache for a specific website by clicking “ctrl + F5” on the keyboard when you are visiting the site.
  • Mozilla Firefox: You can empty the cache by clicking on “File” à “Preferences”. Select the “Advanced” panel and click on the “Network” tab. In the “Cached Web Content” section, click „Clear Now“ and confirm.

Question: How do I deactivate the screen saver?

Answer: Please see Hints

 

Questions concerning the range of classes

Range of classes

Question: Will there be released new exercise videos?

Answer: In order to keep your training interesting and challenging we put out exercise videos several times a year. Even now we are planning the next video shoot with many new exercise videos.

Question: How many fitness classes are available?

Answer: NewMoove offers more than 400 exercise videos by now – and the number keeps growing.

 

Questions about your personal coach and training

Problem areas workout

Question: How  I tone up my problem areas?

Answer:Please check out our innovative problem areas workout and create your own customised training.

 

Training plan

Question: I would like to change my training routine or create a new one. How can I do that?

Answer: Please go to “My Training” and select “Training Routine”, then click on “Create new training routine”. Now you have to pick a personal coach and fill in the questionnaire in order to create your new training routine.

Question: Is it possible to do additional exercise classes apart from these proposed in my training routine?

Answer: Of course, you can do as many exercise classes as you wish in addition to your training routine. But please make sure that you are not expecting too much of yourself, especially if you have not been training for a while.

Question: What happens when I skip a class?

Answer: If you skip a class scheduled for this week, it will be proposed to you again the following week. In order to help you achieve your training goal you should complete all classes recommended by your training routine. In addition to that the classes are often build on one another, thus, we would recommend to do all classes. In case you really do not want to do a specific class you can skip the class by clicking on “Skip this class” next to the exercise video displayed on your “My Home” page.

Question: Should I follow the order of classes as scheduled in my training routine?

Answer: Basically yes, because the classes are deliberately ordered that way in order to help you achieve your training goal. In addition to that the classes are often build on one another.

Question: Which logic is applied to propose classes in my training routine?

Answer: You are proposed exactly the classes that will help you achieve your training goal.

Question: Why do I have to repeat certain classes according to my training routine?

Answer: We have developed several beginner’s classes, which will help you familiarize the basic sequence of exercises, e.g. for Yoga or Pilates. We do not want to expect too much of you especially when you start a new training routine, and therefore decided to repeat certain beginner’s classes in your training routine. In this way you can get used to the new training sequences.

Question: How do I activate the training reminder service?

Answer: Please go to “My Settings” and mark the box next to “via Email” under “Reminder Service”.

Question: How do I deactivate the training reminder service?

Answer: Please go to “My Settings” and uncheck the box next to “via Email” under “Reminder Service”.

Question: Which period of time does my training routine cover?

Answer: Your training routine is usually created for the period of three months. Afterwards you can create a new training routine.

Question: How often should I exercise?

Answer: You can exercise as often as you like. But if you do exhausting classes, especially bodybuilding, we would recommend you to take a day off between workouts.

 

Questions concerning bonus points

Receiving bonus points

Question: What do I have to do to get bonus points?

Answer:

  • No sweets without sweating: If a great body is not a reward in itself for you, you will receive bonus points for every completed exercise class. How many bonus points you will receive for a specific class is displayed on the details page for the class.
  • Posts in the News Area: You have a story to tell, which could be interesting to inspire others? Please share it with the community! Just go to “News” and click on “write a post” in the top right. Now can type directly in the field or you can upload your story. When your moving story is published you will receive your bonus points automatically.
  • Class evaluation: In addition to that, you will receive 50 bonus points for every class evaluation, which will be added to your account automatically after approval of the evaluation.

 

Question: What can I do with my bonus points?

Answer:

  • Make a good bargain in the web shop: You can redeem your bonus points to get discounts in our NewMoove web shop
  • See what surprises are in store!: We have something happening every day. We are continually introducing new products.

 

Question: What is it that determines how many bonus points I receive per class?

Answer: The more intensive und longer the class is the more bonus points you will receive.

 

Redeeming bonus points

Question: How do I redeem my bonus points?

Answer: You can redeem your bonus points to get discounts in our NewMoove web shop.

 

Questions about A1 TV

NewMoove via A1 TV

Question: Is it possible to use NewMoove via A1 TV?

Answer: If you are a customer of A1 TV, you can use NewMoove on your TV simply and conveniently. Just click on menu on your remote control and you will find the NewMoove Fitness App in the A1 TV menu.

You are trying out NewMoove on TV for the first time?

  • In this case you are allowed to try out 5 exercise videos for free.
  • You will not need to register for a membership, nor is a TV PIN required for that.

You already have tried out 5 exercise videos?

  • In this case go to newmoove.com and decide for a membership.
  • During registration for your subscription you can order your personal A1 TV PIN.
  • Hint: You will only get a TV PIN having registered for a paid membership.
  • Once registration is done, open the NewMoove Fitness App on your A1 TV, click on “Log In” and fill in your personal TV PIN using the remote control's numeric keypad.
  • Now you can use NewMoove on your TV!

 

Question: Where do I get the necessary NewMoove TV PIN?

Answer:

In case you are already a member of NewMoove:

Please visit www.newmoove.com and click on “My Settings”. Go to section “A1 TV” and order your personal TV PIN.

In case you are not a member of NewMoove yet:

Go to www.newmoove.com and decide for a membership. During registration for your subscription you can order your personal A1 TV PIN.

 

Question: My NewMoove TV PIN does not work.

Answer: Did you type in the correct TV PIN? You will find your personal TV PIN in the section “My Settings” on www.newmoove.com. Please check the TV PIN you have entered.

Validity: Please note that you can use your personal TV PIN for one TV only. When you already have used the TV PIN for another TV it is not possible to use it again.

Question: Are there additional charges payable for using NewMoove via A1 TV?

Answer: In case you are already a member of NewMoove and have an A1 connection, you can use NewMoove via A1 TV without additional charges.

Question: What is A1 TV?

Answer: A1 TV is a digital cable television service by A1.

 

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