Log In FAQs

I forgot my password for my Virtual scheduler.

Your password can be reset or changed from the LES MILLS Virtual scheduler login page. Click here. Please remember that in the 'Welcome to LES MILLS' onboarding email you received a set username. Use this set username when changing your password.

What do I do if I forget my temporary Virtual password? (your login to the Virtual scheduler).

Contact your LES MILLS Virtual representative who can send you a new temporary password so you can set up your account.

What do I do if I forget my Virtual username? (your username for the Virtual scheduler)

Your Virtual username comes from an onboarding email you will receive from Les Mills. This email contains a temporary password as well as a username. When you log into the scheduler for the first time, input the temporary information. The last step of this process requires you to create your new password.


If you have forgotten your username, click 'reset password'. The reset email will be sent to the email you set the account up with. NOTE: Your change of password will automatically update through the Les Mills Virtual App. Every time you change your password, this should be done in the LES MILLS Virtual scheduler. Remember you will need to update the password on your iPads too.

What do I do if I want to change my username?

A username is unique to each account and cannot be changed.

How do I change the email address where account notifications are directed to?

For more information on changing your contact email address, please contact your Les Mills representative.

Can I log into the app with my temporary password?

No. A new permanent password needs to be created during your Virtual Scheduler setup before the iPad app login. Follow the instructions in your 'Welcome to LES MILLS Virtual' email.

What is an Access Code?

Your Access Code allows anyone (e.g. AV Partner/IT Support) to download all of your LES MILLS Virtual content without needing to fully set up the iPad. This means you do not need to give out your account details to external vendors.

My Access Code doesn't work?

Please contact your Les Mills representative who can generate a new code for downloading content without the need to log in to the app.

What is the link for the scheduler?

www.lesmillsvirtual.com - If you are a ClubCount user, please use your normal ClubCount login.

Can I log into the Virtual app when downloading the full catalogue?

After you log in and set up the iPad app for the first time, your content will automatically start downloading. If you would like to restrict the content to download in off peak hours, simply unlock the iPad admin control, touch the padlock (top right of screen) and enter your PIN, navigate to the Manage Downloads screen and turn on ‘Schedule download’ (button turns green).

When I reset something where does the reset email go to?

This is the original email your club used to set up the account. Your club manager should know this information.

My access code has expired, what should I do?

From when you received your onboarding email, you have 30 days to log into the Virtual scheduler using the temporary login details within the email. If you need a new code, please contact your Les Mills representative.

Set up faqs

How do I swap out or delete a device?

You should contact your local Les Mills representative so they can disassociate the timetable.

How do I put an extra device in my club?

To add an additional iPad to your account, contact your Les Mills representative who can arrange a new studio that's ready to connect your new iPad.

Where do I download the iOS app from?

Go to the Apple app store and search for 'LES MILLS Virtual' to download.

What happens if I pair the incorrect device to the wrong schedule?

In the LES MILLS Virtual scheduler, studio schedules can be assigned to different iPad devices. To manage these, navigate to the 'Manage Devices' page in Settings.

What are my "must have" devices and equiptment for set up?

We support Virtual setups that use an Apple iPad Pro 12.9 inch or 10.5 inch display with 512GB or 256GB storage, using an Apple lightning digital AV adapter. Please note that we do not support setups using any other brand of lightning digital AV adaptor OR use of Apple TV. If you need further clarification around this please contact your Les Mills representative.

When do I get a warning to reconnect any of my Virtual devices to the internet?

You will receive automated reminders to reconnect any devices to the internet if they have been consistently offline for 30 days. If your iPad remains offline for an extended time, the iPad will be locked out and classes will not be available to play.

How long will it take for content to download to my device?

Included in the initial download of the standard bundle of 5 Virtual Group Fitness programs is over 50 hours of high definition video. Downloading these can take some time as the content fle size is very large. Often it will be faster to complete downloads off site. We suggest you leave the iPad connected to the internet, with the app open. It can take 1 - 2 days and is really important that this download process is not interrupted.


1. Make sure the iPad is plugged into the power. Though the battery is good, it will go flat eventually. With a power adapter plugged into the wall, it will stay on as long as there are downloads to complete.


2. Keep the app open and the iPad unlocked. Downloads will only progress when the Virtual app is open on the iPad. As soon as the app is closed, or the iPad is locked/goes to sleep, downloads will pause. To keep the iPad awake, put the iPad into guided access mode and look at our instructions on how to set up your iPad to be used for the Virtual app.

3. Try to put the iPad as close as you can to the WIFI router. It may seem obvious, but the closer you are to the source, the stronger, more stable and faster your WIFI will be. You can always move the iPad back to where it needs to be once the initial downloads have completed.

4. If you have multiple devices, try setting each device up one at a time. Let downloads complete on each device before setting up the next.

5. If it is still taking too long, try asking your AV partner or IT provider if they can complete the download for you. This might be the easiest way to get the Virtual iPad set up as soon as possible.

When I am first setting up my iPad, why do my Live classes show on the timetable before my LES MILLS Virtual classes?

This will be because your LES MILLS Virtual classes are yet to download. They will display on the timetable once the download has been completed.

My content download has failed. What do I need to do?

The LES MILLS Virtual app will re-attempt to download your content until it is completed.

How do I connect the iPad to my sound system?

The Apple lightning to HDMI adapter has power and HDMI output only. To connect this to a seperate sound and video output, use an EDID with audio splitter which plugs into the HDMI connector.

Why do I have to connect my Virtual devices to the Internet every so often?

All Virtual devices are required to connect to the internet at least once every 30 days. We recommend permanent internet connectivity to keep things up to date.

Technical faqs

What should I do if my content download fails?

The LES MILLS Virtual App will re-attempt to download your content overnight automatically.

The wrong class is playing - e.g. BODYPUMP instead of CXWORX. What do I do?

This is usually caused by a mistake in scheduling, for example a BODYPUMP live class has been scheduled instead of a Virtual BODYPUMP class. Check your Virtual scheduler and confirm you have the following content:


1. Check the correct studio is selected - match the name on your iPad timetable with the studio name.


2. Check the 'incorrect class / timeslot' and confirm you have the right day and week.


3. Check the class type is correct, Live / Virtual.


4. Check the correct release is selected - click on the class and check Random / Latest / Specify.


5. Check the schedule has been sent to the iPad successfully - hover the mouse over the small icon to the right of the studio name. This will show you the status of the iPad (Storage + last seen online).

How do I pause a class and restart with a different one?

1. Click the padlock icon in the top right hand corner of the iPad.
2. Enter your 'Admin code' to unlock additional administrative features.
3. This will reveal a pause button on the bottom right of the iPad in the 'NOW ON' banner.

My audio is working but I have no video?

1. Check your display has power, is connected and switched on.
2. Check the correct source input is selected. Most displays (projectors, TVs) have input selection buttons either on the display, or on the remote. Check all inputs one at a time in case this has been changed. Note, a display can have multiple HDMI inputs.
3. Check the cables are all connected and nothing has been moved or bumped.

The video is playing but none of the automation features are working?

(e.g. the lights haven't dimmed, the screen hasn't come down)

It's a good idea to restart the iPad, and follow the steps below:
1. Exit guided access mode (refer here for instructions).
2. Restart the iPad. (refer here for instructions).
3. Once the iPad has been restarted, click the Les Mills Virtual App icon to open the app
4. Re-enter guided access mode (refer step 1 above).
5. Test the automation is working by waiting for a scheduled class to start or entering admin mode to manually start a class.

If this is unsuccessful and you are not seeing the usual automation events, please contact your AV partner for further assistance.

What happens if I pair the incorrect device to the wrong schedule?

In the LES MILLS Virtual scheduler, studio schedules can be assigned to different iPad devices. To manage these, navigate to the 'Manage Devices' page in Settings.

When do I get a warning to reconnect any of my Virtual devices to the internet?

You will receive automated reminders to reconnect any devices to the internet if they have been consistently offline for 30 days. If your iPad remains offline for an extended time, the iPad will be locked out and classes will not be available to play.

How long will it take for content to download to my device?

When the iPad is first set up for LES MILLS Virtual, the first download is very large. This can take a long time if you do not have a strong internet connection. We strongly recommend consulting your AV partner or IT support team to check if they can manage this offsite to reduce the strain on your club’s internet resources.

Can I control what when the app completes quarterly updates?

Yes, you can choose to set this update to off peak times within 'Manage Downloads' in the Settings menu in the iPad app.

Why has no content downloaded to my iPad?

Check your internet connection and that the content can download freely. Please note, you will only be entitled to the content that you have paid to receive. Check with your Les Mills representative that you have the correct content entitlement.

Do I always need internet connection?

Yes. An internet connection enables you to schedule classes and update the player as and when changes to the timetable occur or new content is available. The player can operate in an offline mode but a robust internet connection is still mandatory.

My iPad has no power and now nothing works?

Charge your iPad, when it restarts and regains power your classes should start as normal. Please note that you should leave the iPad on 24/7 with power, do not turn off.

How do I swap out or delete a device?

You should contact your local Les Mills representative as they need to dis-associate the timetable.

How do I put an extra device in my club?

To add an additional iPad to your account, contact your Les Mills representative who can arrange a new studio ready to connect your new iPad.

Why has a warning appeared asking me to reconnect to the internet?

You will receive automated reminders to reconnect any devices to the internet if they have been consistently offline for 30 days. If your iPad remains offline for an extended time, the iPad will be locked out and classes will not be available to play.

When I first set up my iPad, why do my Live classes show on the timetable before my classes?

This will be because your LES MILLS Virtual classes are yet to download. They will display on the timetable once the download has been completed.

I scheduled a wrong class and now it's playing. How do I stop and start the correct class?

1. Click on the padlock on the top right hand corner of the iPad. Enter your 4-digit admin code to unlock administrative control.


2.When unlocked, the iPad will show playback controls for any class that is 'Now Playing' in the bottom right hand corner of the iPad.

3. Stop the currently playing class.

4. Navigate to the 'Classes' tab, select a class and click the play button.

5. If there is enough time left before the next scheduled class starts, you will be able to start a new class.

6. Click the padlock again to lock the iPad for normal use.

7. NOTE: the iPad will automatically lock itself after 45 seconds if you forget to lock it again unless you have toggled the override in the Settings tab. In this case, only manually locking the iPad will work.

The classes are not playing on my iPad?

The Virtual app is designed to play high definition video to an external display while still enabling the app to be used to view the timetable, browse upcoming classes or pause, stop and select the next class. This means videos do not play on the iPad screen. Instead, all video AND audio plays out the lightning to HDMI (Apple digital AV) adapter.


If you do not have an external display connected using an Apple digital AV adapter, an error will display on the iPad.

What is an EDID and why do I need one?

EDID (Extended Display Identification Data) is the information that the digital source (iPad) and the digital display uses to work correctly with each other. Put simply. EDID refers to the method the devices use to talk to each other.
An EDID device can stabilize the communication between a display and the iPad removing any 'power on/wake up' synchronization problems and ensuring: The external display always receives the correct resolution and input settings when it needs it The iPad always thinks the external display is switched on and is ready to reveive video
If you are experiencing regular problems with getting the iPad and external display initial connection, ask your local AV partner if an EDID is right for you
Recommendations:
Kraemer FC-46XL HDMI Audio DeEmbedder with EDID https://www.kramerav.com/product/FC-46xl Kraemer PT-571 & 572+ HDMI over Twisted Pair Receiver / Transmitter with EDID passthrough https://www.kramerav.com/product/PT-571

Scheduling faqs

How do I change the duration of a program?

Log in to the scheduler and click on the program you would like to update. An update pop up should appear. Click on the Duration drop down menu and select the duration you require.

The class is scheduled, but not displaying on the iPad screen?

Synchronization should happen within one minute. If this is taking longer please contact Les Mills for support.

My classes are not saving to the scheduler

Double check you are editing the correct studio timetable. If you are still experiencing issues please contact Les Mills for support.

How do I cancel a scheduled class?

Click on the program you would like to update. An update pop up should appear. Click REMOVE.

I want to log in to the Virtual scheduler, what is the link?

www.lesmillsvirtual.com. If you are a ClubCount user, please use your normal ClubCount login.

How do I create my schedule?

Once you have logged into the scheduler you will see the Timetable screen (left).
To rename your studios click on the pencil symbol beside the studio name and type the new name for that studio. Name the studios as you call them within your facility e.g. Cycle Studio, Group Fitness Studio, Mind/Body Studio.

You can add more studios here, but if these studios are going to be running Virtual classes then these also will need to be set up by your Les Mills representative within the account management system (Salesforce) to manage your content entitlements.

Scheduling a class:

1. Select the date you want to schedule your class. You can either click on the date box on the left to select the week (a calendar will pop up) or use the arrows to scroll through to the date. Select the date, then the pop up will close and take the calendar to that week.

2. Select the timeslot where you want to schedule your class. A pop up screen will appear with more options for you to complete.

3. Once you have selected the timeslot for scheduling, the pop up will provide more options. You will notice the TIME and DAY have been pre-populated based on the time/day you selected on the calendar view. The time can be edited e.g. you can schedule at 01:10 as opposed to just 01:00.

4. Choose your class under the Group Fitness dropdown menu; you will be presented with all the program options you have available to schedule. This includes LIVE (Instructor-led) and Virtual classes. Select the class you want to schedule. An On Demand option is available, allowing you to schedule timeslots where members can select their own choice of program on the app to play within this time.

5. Choose your release. There are three types of releases available per Virtual program: Latest (the most recent/new release); Random (the scheduler will randomly select a release from the back catalogue); or Specify (you choose the release number). If you choose to SPECIFY, the RELEASE field will appear. Only the programs and release numbers available for that device will appear for scheduling e.g. RPM 92 for the Cycle Studio device. Select your chosen release number.


6. Set class frequency. Your class should now be scheduled.

How do I set up my own custom programs (e.g non Les Mills content) in the scheduler?

Create timeslot: Setting up a custom program for your club.


1. Click on the Group Programs tab.
2. Then click on Create New button.
3. Then add name, workout type and image for your custom program.


This program will be available to be scheduled as per any other program in the ‘Setting up your timetable' section.

A program is missing from my scheduler (e.g I expected to find BODYPUMP but it’s not there)

You may have had a loss of internet connection while downloading your content, causing you to have a failed download. Please recheck your internet connection.


To check the programs that are still to download, unlock the admin mode, go to Settings, then select 'Manage Downloads' on your Virtual scheduler. Here, you will be able to see the status of the programs downloading.


Check the internet connection on your iPad. Continuing your downloads might take up to 12 hours.


Please note: check your schedule to ensure this failed download has not been added to your schedule, as the class will not play OR you might not have these on your account (being billed for these). If you have tried step one and the program is missing, please contact your Les Mills representative.

What happens if I pair the incorrect device to the wrong schedule?

In the LES MILLS Virtual scheduler, studio schedules can be assigned to different iPad devices. To manage these, navigate to the 'Manage Devices' page in Settings.

How do I connect the iPad to my sound system?

The Apple lightning to HDMI adapter has power and HDMI output only. To connect this to a seperate sound and video output, use an EDID with audio splitter which plugs into the HDMI connector.

I am seeing the error message "Looks like there are no studios that can be registered to this account right now"

This message comes up when the scheduler is not linked to the iPad. Below is the procedure to unlink/remove the connection to the old app install so you can connect it again to your app.


1. Log into the Virtual scheduler tool at www.lesmillsvirtual.com with your virtual username and password

2. Click on the Settings icon and select Manage devices​​​​

3. In the column titled DEVICE you will see a drop down list with your iPad name. Click on this list and select Remove Device. The list will switch to saying 'Deleting...'

4. Click the Green button: SAVE CHANGES to process the device unlinking

5. Once this has processed, it will take 5 minutes for the app to become ready for connecting/pairing with your studio timetable.

6. Log into the iPad app with your virtual username and password and select your studio from the list and begin setup.