FAQs

Frequently Asked Questions

GENERAL QUESTIONS

I have a past injury that flares up. How do I know Surge Studio is right for me?

You are absolutely more than welcome to join us! Beyond reading our terms & conditions, we recommend that you listen to your body--if you need to modify something, please do! And ultimately, listen to any recommendations by your physician. 


Do you have a location, and do you have choreography for children?

For 6 years, Surge Studio was a brick and mortar location in Congers, NY, but as of May 2020, we no longer have a physical dance studio location. Though we used to host classes for ages 3 and up, with our new online platform, we've remixed our vibes and what we offer. We are open minded to evolving, but at this time we don't have choreography videos catered solely for young students.


My child and/or I used to attend classes at your physical location. How do I log into my old account?

No worries! For the time being, feel free to log into your old account through Dance Studio Pro by clicking here. Please note that this link will be valid for a limited time. Any outstanding balances from previous years will need to be rectified accordingly. 


How do I reset my password?

On the login page, click Forgot Password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the instruction email, click Reset Password and you will be directed to select a new password before being redirected to the catalog page.

 

How do I change my password?

Once signed into your account, you can change your password by clicking My Account or Dashboard from the top navigation menu. Select Password and update your password.  


Oops! I accidentally purchased the wrong video! What should I do? 

No worries! It happens! Just let us know which video purchase you made, and we'll refund you. Please note that if you purchase any 5-Day Dance Challenge collection and request a refund, you will not be eligible to utilize the free 15 minute 1-on-1 consultation or be included in the draw for the winner of the Surge prize.


Are there trailers available for videos before I make a purchase?

Yes! With the exception of our Freebie videos, all of our videos have a short trailer associated with them. Right underneath where the video would play, you should see "Add Favorites", which on a mobile view is a heart icon, "Watch Trailer", which on a mobile view is a filmstrip icon, or "Share", which on a mobile view is an download arrow icon. Please note that the music is not always associated with the content of the video.


Why can't I see the videos for the 5-Day Dance Challenge?

If you prepay for any 5-Day Dance Challenge by purchasing the trailer, you'll get an email notification on the day the challenge starts with a coupon that expires on said date. So when the challenge videos become available you're "purchasing" it by utilizing the 100% off coupon. Then you can get to dancing! 


I can't seem to find any emails from Surge. What should I do?

So sorry to hear that! Be sure to check your spam, and be sure to set our emails as priority so they don't end up in spam in the future. We also recommend to double check your account email is correct! If you need any further assistance, feel free to let us know.

BILLING QUESTIONS

How do I update my billing information?

Once signed into your account, you can update your billing information by clicking My Account or Dashboard from the top navigation menu. Select Billing and update your billing information.  

 

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. 

 

PLAYBACK QUESTIONS

My video does not playback smoothly. How can I fix this?

Video playback depends on several factors. To improve your playback experience, make sure you have a fast, stable internet connection. We recommend using the most recent version of Chrome, Firefox, or Safari. You may experience playback issues with outdated devices and browsers.

 

Can I watch videos using Chromecast and AirPlay?

Yes!  Both Chromecast and Airplay are compatible with our site.  

To use Chromecast: Locate the Chromecast icon in the bottom right corner of the video you want to cast.  Click the icon and select the correct Chromecast from the pop-up in your browser.

To use AirPlay: Open the video on your apple device and click the AirPlay icon in the bottom left corner.

 

Can I watch videos on my TV without using an app?

Yes. By connecting your laptop directly to your TV with an HDMI cable, you will be able to watch videos from our site on your TV.

 

Can I watch videos on my phone or tablet without using an app?

Yes. Our website adapts to phone and tablet browsers so you can watch our content anywhere!


Can I adjust the speed of the videos?

Yes! Simply hit the settings button, which appears as a gear icon on the lower right part of the video playback and adjust the speed slower or faster.

 

Which browsers are supported?

While we recommend using the latest version of Google Chrome, we also support Firefox and Safari browser released within the last five years.  You may experience playback issues when using an out of date browser or any version of Internet Explorer.