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Frequently Asked Questions


Program Overview

How do I get started on the 10 Week 360º plan once I’ve signed up?

You can login from the blue colored 'LOG IN' button on the DeniseAustin.com homepage.  You’ll need to complete the Warmup where you'll find some tips from Denise to help you prepare for your first full day together on the Monday you've chosen as a start date.  Check out the videos for cleaning out your pantry, the video featuring top tips for success at the grocery store and don't forget to grab your weekly shopping list to make your trip to the store super easy! Be sure to fill out your fitness level, calorie level and enter your starting weight, measurements and goals.  Once that's completed THEN you will be able to begin to navigate the site and you'll receive your shopping list for the week.

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What is the new ‘All Access Denise’ membership?

All Access Denise is a new monthly membership that gives you access to hundreds of my favorite workouts and recipes.  Search for exercises to target-tone areas like your abs, arms and booty; find your favorite yoga workout or filter your results for breakfast, lunch and dinner recipes and get all the nutritional information right at your finger tips.

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How is ‘All Access Denise’ different than the ’10 Week 360º Plan’?

All Access Denise lets you search and browse my workouts and recipes and decide what suits you for the day.  In the 10 Week plan, I am your Personal Trainer, giving you your personalized and customized meal plan, motivation and workouts to you each and every day for 10 Weeks.

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What are my options at the end of the 10 Week 360° Plan?

You can sign up for the 'All Access Denise' program for a  monthly fee of $9.99.  You will be able to search all the recipes and workouts and do them on your own time.  You will automatically be given access to any new workouts videos and recipes that are added to the plan. For those of you who wish to do the 360° Plan again and renew their 10 Week Membership, please email us at support@deniseaustin.com or just sign up again.  We will be happy to advise you on how to renew for another 10-Weeks with special discounts. If you do not renew your account or join the monthly option, at the end of 10 Weeks, your account will be disabled and you will no longer have access.

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How much does the 10 Week 360° Plan and the ‘All Access Denise’ membership cost?

The 10 Week 360° Plan is either $14.99 per week or $149.00 up front. At the moment we are offering a free week with the weekly sign up or a 50% discount when paying upfront for $75. If purchasing the program with DVDs, the DVDs are an extra $49.99. If you are in the plan and decide you would like to purchase the DVDs then email us at support@deniseaustin.com.  The monthly membership is now $9.99 a month and is available as the 'All Access Denise' program.  This will give you access to all the workouts and all the recipes whenever you want wherever you want.

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Can I change my payment information?

You can change your billing info by going to your Account Preferences and clicking on “Update Billing Info.” You will be able to update your address and credit card info. Make any changes you would like and click “Update.”

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Can I repeat the 10 Week 360° Plan?

You can join the 'All Access Denise' program and have access to all the workouts and recipes for a monthly fee of $9.99.  You will be able to search all the recipes and workouts and do them on your own time.  You will automatically be given access to any new workouts videos and recipes that are added to the plan. For those of you who wish to do the 10 Week 360° Plan again and receive a customized daily dashboard of workouts, recipes, a swappable shopping list and motivational videos, please email us at support@deniseaustin.com.  We will be happy to advise you on how to renew with a 50% discount - a one-time price of $75.00  

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How are payments for the weekly plan made?

If opting for paying weekly, your first payment will be billed to your credit card the first Monday after you sign up. The remaining nine weekly payments will be billed every Monday. With the FIRST WEEK FREE TRIAL you will not be charged for your first week.

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How much weight will I lose during the program?

There are many variables such as age, gender, height, starting weight, level of fitness and the intensity of the workout that will determine how much weight you can lose during the program. If following the plan correctly, for average person, the plan has been designed to help you lose up to 25 pounds over 10 weeks.

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Account & Billing

Can I see my billing history?

Yes! You can see your full billing history if you go to your Account Preferences page and click on “View Account History.” This will allow you to see all membership levels and payments you have made.

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How do I change my membership level?

You can change your membership level by going to your Account Preferences page and clicking “Change Plan.” From there you can see more about our membership offerings and select one that best suits your needs. Monthly All Access allows you to set your own pace and go at your own speed. The 10 Week 360º Plan includes daily handpicked workouts and meal plans from Denise. If there is a cost difference between the plans when you are changing, you will be refunded any amount owed and begin paying at the new price level.

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Can I switch from a weekly to a pay-in-full membership?

Yes you can, just email us at support@deniseaustin.com, and we can set you up for a pay in full and credit what you have paid from the weekly to the one time payment. We will also pro rate this amount for the discount and the free week.

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Can I pay with a Canadian or other non-United States based credit card?

This depends on your credit card and the issuing bank. You can try but we can not guarantee processing. Feel free to email us at support@deniseaustin.com

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Is your payment platform secure?

Yes, our site has been secured through the use of a SSL Certificate provided by DigiCert.

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How can I reset my password?

There is a Get New Password button on the login page.

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How do I change my username?

You cannot change your username for security reasons. If you forget your password please email us at support@deniseaustin.com

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How can I retrieve my forgotten password?

There is a Get New Password button on the login page.

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Can I pay over the phone or by mail?

You can only pay online using the secure sign-up process.

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What happens if I accidently paid twice?

Please send an email to support@deniseaustin.com and once verified we will refund the full duplicate amount, with no processing fee. We will notify you via email once processed.

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Can I transfer my account?

Sorry, transfers are not possible at this time.

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Can I pause my account?

Because this is a 10-week program, you cannot pause your membership. However, we can change your start date and you can start the Plan over.  We allow this once per member. Please refer to the cancellation terms.

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What methods of payment can I use for the program?

We accept most major credit cards. No cash, checks or any other forms of payment are accepted.

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How do I cancel?

On the website in the Account Preferences page.  Go to the menu next to your username at the top of the site and click the EDIT button. This will take you to your Account Preferences page. In the 'Account Preferences' section you will see 'Your Plan' and under the membership level you can change or cancel your membership. For weekly payment plans, you can cancel at any time. No refunds will be issued for past weeks. For pay-up-front customers, your refund will be issued on a pro rated basis.  There are no refunds for the DVDs this includes the FallFreebie Total Body Toning DVD. *Should you cancel before 10-Week Plan ends you will be charged $14.99 for Total Body Toning DVD*.  Refunds will be processed within 3-5 business days.  There are no cancellation fees. For 'All Access Denise' monthly membership, you will maintain access to the website for the time remaining from your last billing.

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Buddy & Team Questions

What day do I enter my weight & measurements?

You will receive a notification every Thursday indicating that it is time to enter in your weight and measurements.

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What if I don’t want a buddy or team member to see my weight and/or goals?

In your account preferences you can select what information to share with a buddy.

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How do I see my buddy’s or teammates results?

If you have a buddy or team in the program, you will see a tab within the My Results section.

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Can I add a buddy at any time?

Your buddy must join the program within the first 48 hours of signing up for the program, you will have to email customer support the USERNAMES that you would like to be buddies. Please email us at support@deniseaustin.com

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How do I add a buddy or a teammate?

You and your buddy or team must sign up together. Please email customer support at support@deniseaustin.com with the USERNAMES that want to be buddies and we will add you all together.

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Workouts

When can I expect to receive the DVDs?

You will receive your DVDs in 3-5 business days from the date you complete your sign up.

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Refunds for DVDs?

There will be no refunds issued for the DVDs. If you select the DVD option to participate in the 10-Week Plan you will be refunded your purchase amount and then charged for the DVDs. **Please note there is no refund for the FallFreebie, Total Body Toning DVD, should member cancel before 10-Week Plan ends you will be charged $14.99.**

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What are the workouts like?

On Mondays, Wednesdays and Fridays, we do 30 minutes of cardio to burn fat. On Tuesdays and Thursdays we tone the 640 muscles in the body to get you looking sculpted and feeling strong. And on Saturday is a surprise workout to keep things fun and interesting. I change things up all the time so you never reach a plateau and you can switch levels at any time. Sunday is a rest day, but feel free to browse my TV show workouts.

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What if I like DVDs?

If you are more comfortable working out to DVDs you may choose that option for an additional fee when signing up. DVDs are only available for members who choose to pay up front. Please allow 7-10 business days for delivery. If you are in the program and decide you want the DVDs email us at support@deniseaustin.com to order. *Please note DVD's are non-refundable.*

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Are all of the workouts online?

The program is designed for any of your preferred online devices, from your desktop computer, laptop computer, tablet, mobile device, AppleTV and smart TV, among other Internet connected devices.

On your desktop or laptop computer, Smart TV, mobile or tablet, simply use the website with the videos in full screen mode.

If you have an AppleTV, simply connect any of your Apple devices (laptop, desktop, iPad or iPhone) to your AppleTV while you are on the Denise Austin website and use AirPlay to see the site on your TV. Here is more information on how AirPlay works for iPhones and iPads and for desktops and laptops

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How difficult are the workouts?

The workout plans have been designed for every level of fitness—from beginner to advanced. We will help you select your fitness level at the start of the program and help you progress throughout the 10 weeks.

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Can I change my workout level during the program?

Absolutely! If you feel like you are progressing faster than the program level that you are in or that your program level is too difficult, you can change your workout level under your account settings at any time. Click the Denise Austin Logo, find your name on the top left, click the down arrow to get to your account, hit the EDIT button and hover the cursor over Your Plan. Select edit and change your level.

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Food

How does the meal plan work?

Denise will provide you with a complete meal plan (breakfast, lunch, dinner, snacks) every day based on your recommended calorie level. Each recipe can be swapped for others that have the same nutrition and calorie information. Also, there is a large library of recipes for you to choose from at any time.

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What if I want to eat out?

When you are eating out, try and select meal choices that are similar to the recipe that Denise has selected for you that day.

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Can I change my calorie level during the program?

Yes. If your calorie level needs to be adjusted during the program, you can change your calorie level under your account settings. In order to maximize your weight loss, it is recommended that you select the calorie level that you fall into.

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What if I have dietary restrictions?

The program has special, complete 10-week meal plans for vegetarians and diabetics, as well as plenty of vegan, gluten-free and low-sodium meal options.

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What if I don’t like a recipe?

Denise's program provides you with a variety of recipes to choose from.  If you do not like a particular recipe, you can use the swap feature to see alternative recommendations, or you can select another one of your favorite recipes.

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Motivation

How will I stay motivated on the program?

Denise will be your personal trainer over the 10 weeks, providing you with motivational videos throughout the program.

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Further Help

What if I have more questions?

Please use our Contact Us form. You can also email us at support@deniseaustin.com We are here for you!  Our Team Denise Customer Support team is available to answer your questions Monday through Friday from 5AM-5PM PST and on Saturday and Sunday from 9AM-3PM PST.  If you send us a question after hours, Team Denise will quickly respond to you as soon as possible.

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I registered for updates and did not receive an email.

Please check your spam file and accept emails from Deniseaustin.com or email us at support@deniseaustin.com

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