Frequently Asked Questions
Need help? Have questions, comments, or issues? Read our FAQs or email support.
Using Chelsea Piers Play
How can I access Chelsea Piers Play?
You can access Chelsea Piers Play online at play.chelseapiers.com on any browser or internet-enabled device.
I can't find a specific class.
If you cannot find your class, search for it in the search bar and add it to your Favorites list for later reference.
How do I create a Favorites list?
To add a video to your Favorites list click on the little heart that appears under the video. To delete a video from your Favorites list, play the video and click the heart again. It will then be removed from your list.
My video doesn't playback smoothly. What can I do?
Video playback depends on many factors including the computer/device being used, the internet browser, internet connection quality, and many other variables. If there are playback issues, try viewing the video in a different web browser. If that doesn’t help, try using a different computer/device and making sure your internet connection is strong. These are usually the simple fixes for playback issues you may have.
Additionally, some older versions of Android do not manage secure video playback well. This is an Android issue that can easily be resolved by ensuring you have the latest version of Android installed on your device along with Google Chrome. Some Android devices, such as Samsung phones, come with a custom browser that does not support secure video playback. Please ensure you are running Google Chrome on your Android device.
More tips to help playback issues:
1. Make sure you have a fast and stable internet connection. We recommend a minimum download speed of 10Mbps for smooth playback.
2. Try refreshing your browser or switching to a modern browser like Google Chrome, Firefox, or Safari.
3. Restart your wireless router or modem.
Subscriptions, Trials & Coupon Codes
If you are a member at one of our fitness clubs (located in Chelsea, Brooklyn, and Stamford), you will enjoy complimentary unlimited access to the Chelsea Piers Play platform for a period of six months. You will receive an email at the address associated with your Chelsea Piers Fitness membership containing a unique code that will allow you to redeem this offer upon checkout when you first create an account. If you didn't receive an email or have questions on redeeming your free member subscription, email email@example.com.
How Do Discount Codes Work?
If you have a coupon code, apply it upon check out when you first sign up for your subscription. Please note that, at this moment, we cannot accommodate applying coupons retroactively. You will be charged your discounted rate until the expiration date of the promotion.
Subscriptions can only have one coupon code applied per user at once.
Purchasing a Subscription
Subscribing to Chelsea Piers Play means you will have unlimited 24/7 streaming access to all videos we have included in the Subscription package, including all regular live videos, for a recurring monthly price. The number of videos included in the subscription package can vary. We may add or remove videos from time to time.
How does the free trial work?
Signing up for our free trial allows you to give Chelsea Piers Play a test drive without being charged for 14 days. Once the free trial expires, you will be billed monthly at the subscription price set when you first began your free trial. You’ll be able to stream all of our subscription-available videos anytime, anywhere, from nearly any device. Please note, there are no refunds for charges incurred on any subscription plan. To avoid being charged after starting a trial, please cancel the trial before expiration. You will not lose access to the free trial if you cancel early.
Why do you need to validate my payment method prior to beginning a free trial?
The primary reason we validate is to ensure your identity and to simplify the transition from a free trial to a paid subscription.
Billing & Cancellations
I signed up for a free trial, but now I'm being charged?
Free trials only last for 14 days before converting into subscription accounts. You were charged for the subscription when your free trial ended.
How do I cancel my subscription?
Canceling your subscription is easy. Simply login and click My Account, then select Billing, scroll down and click Change Plan, then click Cancel Membership. Once you've canceled, you won't be charged again, but your membership will continue until the end of the current billing cycle.
My credit card is being declined. Why is that?
Many credit/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/debit cards do not allow for recurring subscription billing, and therefore may be denied.
How do I update my credit card?
Changing your credit card information is easy. Sign in to Chelsea Piers Play, then select My Account, and then Billing. You can enter your credit card information there.
Passwords & Login
I can't remember my password.
If you have forgotten your password, simply click on “Sign In” from the menu. You will be taken to the Sign In page. Click “Forgot Password”, enter the email address associated with your account when prompted, and click “Send Instructions”. You will then be sent an email with instructions on how to reset your password.
How do I change my password?
Once signed into Chelsea Piers Play, you can change your password by selecting My Account and then clicking on Password in the menu.
I clicked on the "Forgot Password" link but never received a reset password email. What can I do now?
Check your email to make sure it wasn’t accidentally sorted into your spam folder in your inbox. Also, make sure that the email you’re checking is the same as the one used on your account. If all else fails, contact us at firstname.lastname@example.org and we’ll assist you in getting back in.