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Frequently Asked Questions

I Can't Find My Membership or Passes!

Setting up your account on our new software system

We recently changed to a new scheduling and account management software! Your previous account was not automatically transferred. To set up your account, please follow the link below.

In order to avoid any service interruption, please follow your account set up by adding your credit card information.

Manage Mariana Account

Accessing passes from our old software system

If you had a membership or package of classes that was purchased through our old software system please don’t worry, it hasn’t disappeared! We have thorough records of all past purchases, please email [email protected] once you have set up your new account and ask our team to transfer your membership or passes. We will gladly do so!

Online Class Troubleshooting

Live Stream (Zoom) Class Troubleshooting

We offer a weekly schedule of Live Streamed classes. This is a great way to practice live with our instructors from the comfort of your home!

You will receive an email confirming your reservation after you sign up for a Live Stream class. If there is no Zoom link in this email, don’t worry! You’ll get another email 1 hour prior to the class starting with the link. If you sign up under an hour before the class begins, you will receive this email at that time.

If the link does not take you directly to the class, or Zoom asks you for a meeting ID and password, this information can be found in the link itself. See example below with ID shown in red and password in green within the link:

https://us02web.zoom.us/j/83894349241?pwd=MWRiUTIvL21RUkcyR1ppQXBHS2R2dz09

ALIVE On Demand Troubleshooting

ALIVE On Demand is a continuously updated library of recorded classes that you can access 24/7, Netflix-style. There are always around 50 classes representing our entire schedule and they’re updated every week.

Access to the Library is given to all members with an unlimited membership. When you purchase an unlimited membership, please be patient as the system is not automatic. Our team will email you the welcome information with a link for you to follow to the library! Have a look in your inbox for an email with the subject line “Welcome to ALIVE On Demand”.

Your password is not necessarily the same as your regular ALIVE login. Your temporary password is in the email mentioned above. We suggest changing your password to match your ALIVE login the first time you access the library.

Studio Policies

Do I Need to Register For a Class?

Yes, pre-registration is mandatory, we will not be allowing walk-ins at this time

How far in advance can I register for a class?

You can register for a class up to 7 days in advance.

Can I Buy a Membership/Class Package in the Studio?

At this time we are not taking any transactions in the studio, please make your purchases online.

How Far in Advance do I have to Cancel a class? What if I Forget to Cancel and Miss a Class?

You can cancel up to 2 hours in advance of a class without penalty. If you do not show up for a reserved class or you cancel less than 2 hours before class begins, you will either forfeit your class pass (class pass holders) or your credit card will be charged $10+HST (unlimited pass holders).

How far in advance of my class should I arrive?

Studio doors will open 20 mins prior to the start of each class. The front door will be locked 5 mins before class starts, we will not accept latecomers. Please call the studio if you think you’ll be cutting it close so we can plan appropriately

What COVID Protocols are in Place?

-Mats placed at a minimum 2 metres apart in the practice room
-All members, staff and teachers must wear a mask at all times, unless on mat
-There will be no in-studio transactions – all purchases should be made online
-We will not be renting mats or towels at this time, please bring your own from home
-Please arrive at the studio with enough time to: complete screening questions; use the restroom; get settled on your mat
-Limited use of change rooms – personal items allowed in practice room
-Showers will not be in use at this time
-We ask that you limit your time in studio – please leave within 10 mins of class ending so staff can properly clean
-There will be no hands-on adjustments at this time

What is the class capacity?

We can have a maximum of 14 members and 1 teacher in each class (which is well under 50% capacity and allows at least 2 metres distance between yoga mats)

Other

Is ALIVE Open for In Studio classes?

As of July 24th, 2021 we are open once again and can’t wait to welcome you into our studio!

Studio Location

We are located in the beautiful Humber Bay Shores neighbourhood of Etobicoke! The closest major intersection to the studio is Lake Shore and Park Lawn (we are located just one block west at Legion Rd).

Visit the CONTACT/PARKING/DIRECTIONS of our site for more info on how to find us!

We will reopen our bright, beautiful space for in-person yoga & Pilates classes as soon as it is safe to do so. Follow us on Instagram and sign up for our newsletter to be the first to know!

Cancelling or Pausing a Membership

You can cancel or pause a recurring unlimited membership at any time. This action has to be taken by our team, and cannot be done from your app or member account. Please email our team ([email protected]) requesting to cancel or with the dates you would like to pause your membership.

PLEASE NOTE: memberships cannot be paused retroactively – the request MUST be made before the start date of the requested pause. This is a feature of our software and unfortunately we cannot make exceptions. Thank you for your understanding.

What should I bring?

Bring your own yoga mat, towel and water bottle (we won’t be renting mats or towels at this time). Wear clothes you can move in easily. Bring any props you like to use from home (we will only have blocks, weighted balls and Pilates squishy balls available for use at this time).

Will the Long Branch location be reopening?

We appreciate that so many of you loved practicing from our Long Branch studio and that it was a closer option to many of your homes. Unfortunately, we had to make the very hard decision to permanently close that location due to the challenges of the pandemic closures. Thank you for your understanding.

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