Frequently Asked questions

Getting Started

Level Up is a fitness and wellness platform that offers hundreds of classes on demand. You can access these classes on our website or free mobile app.

After signing up for a Level Up membership, you will have full access to the Level Up library on our website and free mobile app. These classes are available to stream and download on your devices to view anywhere on the globe.

You can sign up for a Level Up membership by selecting a monthly or annual membership directly on our site. You can also sign up directly on your mobile device directly though our free to download app.

Want to try Level Out before you commit? We offer a 7-day free trial to make sure that Level Up is the right Fitness & wellness platform for you.

You can access live classes on your desktop or laptop computer by heading to the Level Up website. We also offer live classes on the Level Up mobile apps.

For other Level Up classes that are not livestreamed, you can access them on:

- Desktop or laptop computer by heading to our website

- iPhone and Android phone via our free app

Additionally, you can watch your workouts on your TV by:

- Linking your iPhone or Mac computer using AirPlay

- Casting your computer-run Chrome browser using Chromecast

- Using an HDMI cord to connect a computer or laptop to your TV

You can cancel your membership at any time via your dashboard within 24-hours before your billing cycle renewal and you will not be charged for the upcoming fee.

Help & Support

You can reset your password by clicking on the Forgot password? option on the sign-in page.

If you are having trouble logging in to Level Up, ensure you are using the correct email address and password. If you initially subscribed with your Apple ID, the account may be associated with an alternate email address.

Apple users have the option to hide their email address by using Apple's 'hide-my-email'. If you have selected this feature, to locate the email address associated with your Level Up account, open the Settings app on your iPhone, tap your name at the top of the screen (Apple ID), Passwords & Security, then under Sign in with Apple, select 'Apps using Apple ID'. Here you will find Level Up and the email address we received to activate your account.

'Error' message

If an 'Error' or 'Sorry, something went wrong!' message appears on your screen, this may indicate that you are not connected to the internet. 

We recommend ensuring you have Mobile Data enabled for the Sweat app within your device settings.  

If you are still experiencing issues, please don't hesitate to reach out to our Support Team.

If you are having trouble opening Level Up on your device, there is often a simple explanation! 

iOS and Android app

If you are using the Apple iOS app or the Android app, please ensure you have completed the following troubleshooting steps:

- You have the latest operating system installed on your device

- You are connected to a cellular data service, or have a stable Wi-Fi connection

- You have enough available storage on your device

- Delete, update and reinstall the Level Up app to your device from the App Store or Google Play Store

If you are still experiencing issues, we suggest following further troubleshooting steps available within the Apple and Google Support pages.

If you are accessing Sweat via WebApp, please close your browser, refresh your page and if possible, clear your internet history and refresh your cache, before attempting to log in again. 

We also recommend to:

- Ensure you are using the latest version of your browser

- Ensure you are running the latest operating system on your device  

- Manually restart the device you are using by switching off/on

- Try accessing your account from an alternative device to ensure this error isn't the result of the device being used

Keep in mind, any changes can take up to 24 hours to reflect in your account.

If you are still experiencing issues, please don't hesitate to reach out to our Support Team.

Please email us at with all technical support and billing questions.

For inquiries outside the scope of technical support and Billing, please contact us at

We usually are able to respond within 24 hours. If you need to make immediate changes, many account changes can be made directly on the dashboard when you are logged into your account here 

Physical Products

Use this text to answer questions in as much detail as possible for your customers.

Yes, Level Up offers global shipping options at time of checkout.

Physical Orders can be returned within 30 days of purchase. We will gladly accept unworn, unwashed, unaltered or unused merchandise in sellable condition for a full refund within this time frame. Please allow 2 to 4 business days to process the return once it’s received. You will be notified via email once the refund has been issued.

Level Up By DK is not responsible for any lost returns. We recommend a shipping method with a proof of delivery or tracking number. We currently do not generate return labels for international or domestic shipments, customers will be responsible for return shipments & cost. 

For more information please see our full Returns & Exchanges page here.