Videos not playing? Here's how to fix it.
Check Connection
Video requires stable internet:
- Try WiFi if on cellular (or vice versa)
- Check connection speed
- Move closer to WiFi router
Wait and Retry
Sometimes videos need buffering:
- Wait 10-15 seconds
- Let loading indicator complete
- Try refreshing if stuck
Clear Cache
Cached data can cause playback issues:
- Android: Settings > Apps > RiseWell > Clear Cache
- iOS: Reinstall app to clear cache
Download for Offline
For reliable playback:
1. Tap download icon on video
2. Wait for download to complete
3. Play from downloads
Try Different Video
Test if issue is specific:
- Try other workout videos
- If only one fails, report it
- If all fail, it's a device/connection issue
Device Compatibility
Very old devices may struggle with video:
- Check minimum requirements
- Update device OS if possible
- Lower video quality in settings (if available)
Report Persistent Issues
Contact support with:
- Device model and OS version
- Video that won't play
- Error message if shown