Union Customer Support Scope

Union Support is here to assist your customers in navigating the platform and achieving their goals. While we can help with technical support, there are certain business decisions and special requests we are unable to accommodate at this time.

Support Scope:

  • Guidance when navigating the Union software
  • Troubleshooting technical issues
  • Assisting with account updates

Special Requests:

  • Currently, we are unable to fulfill special requests on a per-organization basis (e.g., specific email preferences for conversations, cancellation requests).

Examples of Technical Support:

  • Registering for or canceling a performance registration.
  • Managing passes, subscriptions, and payment plans.
  • Joining a virtual class or accessing a replay.
  • Troubleshooting livestream or replay viewing issues (excludes stitching replays)
  • Account deletion guidance and assistance.

Forwarded Cases:

  • Certain cases will be forwarded to the email address specified in Settings > General Info:
    • Refund requests
    • Subscription pause requests
    • Subscription cancellation requests
    • Product purchase requests (passes, subscriptions, gift cards)
    • Registration cancellations
    • Specific questions about performance and course offerings
    • Yoga Teacher Training details
    • Product-related inquiries
    • Replay availability status
    • Feedback for the studio or teacher

As a reminder, accepting payment off-platform (e.g. Venmo, PayPal, etc.) for services provided on Union is a violation of our terms and conditions. 

Best Ways to Get Support:

Pro Tips for Efficient Support:

  • Clearly state your end goal or the task you're trying to accomplish.
  • Describe the issues you're encountering in detail.
  • Specify what needs to be done.
  • Provide links, screenshots, customer names, email addresses, or any other relevant details to expedite troubleshooting.

Details help our team troubleshoot faster. When possible, please include links and screenshots; names and emails of customers; and any other details that help our team troubleshoot faster.  

When contacting us about…

People, Customers, teachers, admins  Events, Classes, passes, subscriptions  Technical Troubleshooting Livestream, Zoom, etc. 

Please include: 

  • First Name
  • Last name 
  • Other name(s) if applicable 
  • Email 

Please include: 

  • Event name 
  • Performance
  • Time 
  • Date
  • Teacher 
  • Pass or subscription 
  • URLs 

Please include: 

  • Device(s) and Software Versions
  • Microphone Devices
  • Speed Test Results
  • Steaming Software (i.e. Larix, Union Broadcaster, OBS)
  • URLs 

For example… 

Instead of…  Try This 
"I can’t build an event"  "I’m trying to build a series event starting on April 4 at 9 AM Central but I’m seeing conflict error <error on page> and I'm not sure I understand it. Here is the link, attached is a screenshot. Can you please help me understand what's blocking it from being created?" 
"Students can’t register for my class tomorrow"  "Students can’t register for my Yin Yoga class tomorrow (June 1) at 8 AM Pacific <add url>. Susan@testing.com and jamie@testing.com says they're seeing a warning say "add access code". I'm seeing passes available, can you help advise?" 
"My livestream isn't working"  "I taught Vinyasa Flow on June 9th at 1 PM EDT. My upload speed was 25 mbps. My students said they kept seeing the class buffer. Are you able to see anything on your end?" 
"The class isn’t showing on my calendar"  "The Vinyasa performance (class) on April 1 at 9 AM Eastern is not showing on my public calendar" 
"I can’t get the pass to work"   "I’m building an event on May 5 and created a pass called Spring Yoga"  

By following these guidelines, you can ensure a seamless experience when seeking support from Union. If you have any further questions or need assistance, please don't hesitate to reach out to our support team at support@union.fit!

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