How can we help?

Nine times out of ten, a fresh password fixes it. This takes about two minutes.

1. Go to the Log In page. On a computer, the Log In button is at the top right of every page. On a phone or iPad, tap the three short lines (☰) at the top right first, then tap Log In.
2. Tap Forgot password? It’s small, just above the password box on the right.
3. Type your email address and tap Send reset link.
4. Open the email from KRN NY Pilates and tap the link inside it. Open it on the same phone, iPad or computer you asked from — the link won’t work anywhere else.
5. If you see a page that says “You’re almost in”, tap the red button.
6. On the Set a new password page, choose a password that’s at least 10 characters. That’s the only rule: no special symbols or capital letters needed. Type it a second time, then tap Save new password.
7. You’ll go back to the sign-in page. Sign in with your email and your new password.

You can reuse an old password if it’s 10 characters or longer.

Don’t want to bother with a password? On the sign-in page, type your email and tap Email me a one-time sign-in link. We’ll email you a link that signs you straight in.

Reset my password →

1. Wait five minutes. It can take a little while.
2. Check your junk mail. On an iPhone or iPad, open Mail, tap Mailboxes at the top left, then Junk. In Gmail, look in Spam and in the Promotions tab. In Outlook or Hotmail, look in Junk Email. If you find it there, mark it “Not junk” so the next one comes straight through.
3. Search your inbox for “KRN”. All our emails come from KRN NY Pilates.
4. Check the email address. We only send a reset link to an address that has an account. If you have more than one email address, try the others — it’s usually the one you paid with. See I think I used a different email.
5. Still nothing after all that? Use the Still stuck? box at the bottom of this page.

Try the reset again →

That’s normal. When you subscribe, you pay first and we create your account for you. We then send an email called “Welcome to KRN NY Pilates — set your password”. A free trial works the same way: the approval email has a button to set your password.

1. Find that email (search your inbox for “KRN”) and tap Set your password.
2. If a page says “You’re almost in”, tap Continue to set your password.
3. Choose a password of at least 10 characters, type it again, and tap Save new password.

Can’t find the email, or the button says it has expired? No problem. Your account is there and so is everything you paid for. Follow I can’t sign in and use Forgot password? with the email you paid with.

Set a password now →

The website moved to a new system in 2026. To keep your account safe, passwords from the old website were not copied over. Your phone or computer may still be filling in the old one for you. That old password is why you see “That email and password don’t match”.

Your account and everything you’ve bought are fine. You just need a new password. It takes two minutes: follow I can’t sign in.

Once you’ve saved it, your iPhone or iPad may ask whether to update the saved password. Tap Update Password, so it stops filling in the old one.

Reset my password →

Sign-in and password links only work once, and only for a short time. A link stops working when:

• it’s been a while since we sent it,
• you’ve already tapped it once,
• you opened it on a different phone, iPad or computer from the one you asked on, or
• your email at work checked it before you did. Office email systems, Outlook especially, sometimes “test” links automatically, and that uses them up.

The fix is the same every time: ask for a fresh link and use it straight away, on the same phone, iPad or computer you asked from.

1. Go to the sign-in page.
2. Tap Forgot password?, then Send reset link. Or type your email and tap Email me a one-time sign-in link.
3. Open the newest email and tap the link within a few minutes.

If your work email keeps using up the links, sign up with a personal email instead (Gmail, iCloud and so on), or set a password once so you don’t need links at all.

Get a fresh link →

There can be up to three, and mixing them up is very common.

• Your account password signs you in: videos, My Account, PPATT quizzes. You choose it (10 or more characters).
• A workshop password opens one workshop’s page so you can sign up. Kathi sends it with the workshop link.
• A PPATT program password opens the PPATT payment page for your group. Kathi or your coordinator sends it.

A workshop or program password won’t sign you in to your account, and your account password won’t open a workshop page. If you don’t have a workshop or program password, ask Kathi.

Sign in to your account →

Your account belongs to one email address: the one you used the first time you paid or signed up. If you later use a different email, the site treats it as a different person. That’s why your purchases can seem to “disappear”.

1. Think about which email you used when you paid. Look for your receipt from Kathryn Ross-Nash New York Pilates, LLC — it went to that address.
2. Sign in, or reset your password, with that email. See I can’t sign in.
3. Check the spelling carefully. The site treats @gmail.com and @googlemail.com as two different addresses, and the same goes for @me.com, @mac.com and @icloud.com.

Want to change the email on your account, or join two accounts together? We can do that for you without losing anything. Send us both email addresses using the Still stuck? box at the bottom of this page.

Look up which email has your tickets →

Your Zoom link is in three places. Use whichever is easiest.

1. Your confirmation email. It’s called “Online Class Confirmation: …” (or “Your Zoom link — …”) and the link is in it, next to Zoom Link.
2. My Account. Sign in, go to My Account, and scroll to My workshops. Each online class shows its Zoom link under the date.
3. Ask for it again. Use the Find my tickets box on this page. We’ll email you every ticket you have, with its Zoom link.

One thing to know: if you used Add to calendar, the calendar entry says “Online (Zoom)”, but the Zoom link isn’t in it. That’s on purpose, to keep the class private. Open the confirmation email when it’s time to join.

Email me my tickets and Zoom links →

Kathi’s workshops are private. They don’t appear in the list on the Workshops & Classes page, even when they’re open for booking. You get to each one from the link and password Kathi sends you by email.

1. Open the link from Kathi’s email. A page with a lock on it opens, showing the workshop’s name.
2. Type the workshop password from the same email into the box and tap Enter. Watch for capital letters, and if you copied and pasted it, make sure no space came along at the end.
3. The workshop page opens. Tap Register Now (or Purchase Class for an online class). If the workshop runs over several days, you’ll see a button for the Full …-day workshop and one for each single day — tap the one you want.
4. Pay with your card. Use the email address you want your tickets sent to. It’s also the one that will show your workshop in My Account.

You don’t need an account to book a workshop.

If it says Incorrect password, or you don’t have the link, write to Kathi. Only she can send it.

Contact Kathi for a workshop link →

My Account only shows tickets bought with the same email you’re signed in with. If you paid with a different email, the ticket is safe — it’s just filed under that address.

1. Look at the top of My Account. Your email is shown under “Welcome back”.
2. Is that the email you paid with? If not, use Find my tickets with the email you did pay with. We’ll send the tickets there.
3. Want them all under one email? Send us both addresses using Still stuck? at the bottom of this page.

Find my tickets →

Times on the website and in your emails are New York time (Eastern).

The easy way to get it right: in your confirmation email, or under My workshops in My Account, tap Add to calendar. Your phone or computer adds the class at the correct time for where you are, whether that’s California, London, Tokyo or Sydney.

Go to My Account →

It depends on the class, so please ask Kathi — ideally before you book if you already know you’ll miss part of it. Write to her using the Still stuck? box at the bottom of this page and include the class name.

Ask Kathi →

Please write to Kathi with the workshop name and the email you paid with, and tell her what happened. She’ll let you know what she can do.

When will I see a refund? Refunds go back to the card you paid with. You’ll get a refund receipt by email straight away, but the money usually takes 5 to 14 days to show on your statement, depending on your bank.

Write to Kathi →

1. Make sure you’re signed in. On a computer, look at the top right: a small circle with your first initial means you’re signed in. On a phone or iPad, tap the three short lines (☰) at the top right and look at the bottom of the menu. If you see Log In, you’re not signed in yet.
2. Make sure it’s the right email. Your email is shown in that same menu (on a computer, tap the circle first). It has to be the email you paid with. If it isn’t, see I think I used a different email.
3. Check your plan. Tap My Account. Under Subscription it should say Active and name your plan. Each plan opens its own videos:
   • Matwork: mat videos
   • Apparatus: apparatus videos
   • Workshop Recordings: recorded workshops (and the 100 Challenge)
   • Full Access: everything
   A video outside your plan will still look locked. That’s expected.
4. Sign out and back in. In that same menu tap Sign out, then sign in again. This refreshes your access and fixes most “it still looks locked” problems.

If My Account says No active subscription but you’ve paid, write to us with the email you paid with.

Check My Account →

It has its own page: Videos → The 100 Challenge in the menu, or go straight to kathrynrossnash.com/100-challenge. It shows every week of both challenge groups.

• The 100 Challenge is included in the Workshop Recordings and Full Access plans. If you have one of those, sign in, open the page and tap Start watching — Week 1.
• Don’t have one of those plans? The page has a Get instant access button under each plan that takes you straight to the card payment page for that plan.

PPATT applicants: the 10-Week 100 Challenge is part of your application. Follow the weekly instructions Kathi sent you.

Go to the 100 Challenge →

• Videos only play here, on kathrynrossnash.com. If someone sent you a link to vimeo.com, it won’t open. That’s on purpose, to protect Kathi’s work. Find the video in the video library instead.
• Sign in first. A locked video shows Get access to this video instead of playing.
• Still a black box or spinning? Pull down to refresh the page, or close it and open it again.
• Still not playing? Use Still stuck? below and tell us the video’s name.

Go to the video library →

• Pick a plan on the Subscribe page: Matwork ($700), Apparatus ($700), Workshop Recordings ($1,200) or Full Access ($2,500, everything). Prices are for a full year. A 5% card processing fee is added at checkout.
• Pay first. If you’re new, we create your account for you and email you “Welcome to KRN NY Pilates — set your password”. Set a password and you’re in.
• Already have an account? Sign in before you subscribe, so the plan lands on your account and not on a new one.
• Your plan renews automatically each year, on the date you joined.

To change your card, see your receipts, or cancel: sign in, go to My Account, and tap Manage subscription. That opens a secure page where you can do all three.

Want to switch plans, or have two plans and want just one? Plans don’t combine on their own. Write to us and we’ll help you switch.

See the plans →

Write to us with the email you used on the old site and we’ll check what carried over to your account here.

Write to us →

1. Sign in first. Rentals need an account. If you don’t have one, tap Create one on the sign-in page.
2. Open the video library and find a video that shows a price, like From $21 / day, and a Rent now button. (See the next question if it says “Subscribers only”.)
3. Tap Rent now, choose 24 hours or 1 week, and tap the Rent for… button.
4. Pay with your card. A 5% card processing fee is added at checkout.
5. You come straight back to the video and it plays.

The clock starts when you pay, not when you press play. You’ll find everything you’re renting under Active rentals in My Account, with the time left.

Prices: mat, apparatus and quickies videos are $21 for 24 hours or $80 for a week. Workshop and series videos are $100 for 24 hours or $520 for a week.

Browse the video library →

Not every video can be rented. The ones that can show a price (like From $21 / day) and a Rent now button. Videos marked Subscribers only come with a subscription.

If there’s a particular video you’d like to rent and it says Subscribers only, write to us with its name.

See subscription plans →

1. Go to PPATT → Quizzes at the top of the site, or straight to kathrynrossnash.com/ppatt/quizzes.
2. Sign in with your own email and your account password. Not the program password, and not your old Canvas or PPATT-site password.
3. Never set a password on this website? Your account is already there. Use Forgot password? to choose one. See I can’t sign in.
4. Your quizzes are listed. Tap one to start. Each shows Not started, Taken, or your best score.

Once you’re signed in, the quizzes are also on My Account under PPATT Quizzes.

Go to my quizzes →

That’s not a problem with your login. A locked quiz is closed on purpose:

• Tests are taken in the studio, so they stay locked online.
• Homework is opened by Kathi when it’s time. If you think a homework should be open and it isn’t, tell Kathi or your coordinator the homework’s name.

Write to Kathi →

To pay:

1. Open the PPATT payment link Kathi or your coordinator sent you. There’s one page for the English group and one for the Spanish group.
2. Type the program password from the same email and tap Enter.
3. Find the phase you’re paying for and tap Pay. Pay with your card.
4. You’ll see Payment received — thank you! and get an email receipt.

To check what you’ve paid: the site doesn’t show PPATT payments in My Account yet. Write to us and we’ll check for you.

Write to us →