FAQ

How does it work?

You use our efficient and simple to use search engine to select the exercises for your patient, customize with sets and reps and resistances, then a web link is sent to your patients email. Your patient gets a unique user name and a password and website link, taking them to the Exercise Pro Live patient page, branded with your facility name, information and logo. Their video home program is available for the patient to watch or to print. They can access it anywhere, anytime. It’s a simple as that.

Can patients or clients print their own programs?

Yes, when you send a video program to your patient or client, they have the option to print a paper handout, either with B/W line art or photos.

Do exercise programs expire?

Yes, you can choose to have the clients program link to their video program expire in a time frame of one week to 8 weeks. You can also deactivate the program link at any time or extend the time frame.

Will Exercise Pro Live link with my EMR?

Yes. Some documentation systems have custom integration and we provide a default integration for all other documentation systems.

Is Exercise Pro Live HIPAA compliant?

Yes. All data is secure, encrypted and backed up on redundant servers. Please contact us if you need a HIPAA Compliance Statement.

How do I pay for membership?

We accept Mastercard, Visa, American Express and Discover. We also accept checks or money orders; however the account will only be activated after the funds have cleared the bank. We can also accept 30 day payment terms purchase orders. If your facility requires the use of a purchase order, contact us.

What are my membership options?

There are two choices, monthly or yearly payments. There are no long term contracts. Signing up yearly does save money.

Can I change my membership?

Yes, you can always switch your monthly plan to a yearly plan to obtain more savings.

Do I have to sign a contract?

No you can cancel at anytime before the end of your payment cycle. Subscriptions are automatically renewed unless canceled. There are no rebates or refunds for cancelling prior to renewal.

Can more than one person use the same account?

No, each account is provided for one user, with a unique user name and password, and with their specific name shown on correspondence and reports.

Do you offer discounts for multiple members at the same company?

Yes, for members employed by the same company, corporate discounts are available; the amount of discount depends on the number of members. See pricing plans for more details.

Can we add new providers?

Yes, new providers can be added at any time. Adding more users can lead to improved discounts.

How do I sign up more members at a company discount price?

The first person to sign up for a company is set at an administrator level with access to the administrator page which provides account details and has an area to add new providers on the same payment system.

Can I transfer the account from an old employee to a new employee?

Yes, you can remove an employee that no longer works for your company and use that user account to add a new employee.

Do you give discounts for academic institutions?

Yes, contact us for more information.

Will I get a receipt?

Exercise Pro Live has a special administrative page which allows the administrator of the account to see all current members, current pricing and to print receipts ant any time.

Who do I contact about billing issues?

Contact us at Sales@ExerciseProLive.com

Can I change my password?

Yes, a member may change their password at any time.

Can I change my user name and information?

No, that can only be done by the staff at Exercise Pro Live. If this needs to be changed contact us with the nature and reason for the change at Support@ExerciseProLive.com

If I cancel do I get a refund?

All monthly and annual memberships are non-refundable. There are no rebates or refunds for early cancellation. You may cancel at any time prior to renewal. Please note we offer a free 4 week trial before signing up to help you decide if Exercise Pro Live will meet your needs.

Is there an alternative to a subscription service?

Yes, Exercise Pro desktop is our alternative to our video web based system and is a one time fee. It will allow you create handouts (with line art or photos) that can be printed or sent by email to your patient. To download a free demo, go to the Features page for desktop software.

What kind of computers and devices will Exercise Pro live Work on?

Exercise Pro Live can be used on any Windows or Mac computer with a browser and access to the internet. It also works on the iPad or Droid based pads as well. Exercise programs can be viewed on any browser, tablet or smartphone (Apple iPhone, Google Android, etc.).

What are the system requirements?

Web browsers including and after IE 9, Safari 5, Firefox 3.6 and Chrome 15 are required. We cannot guarantee but browsers in older versions should work, too.

What are the phone system requirements to view Exercise Programs?

Any phone that support HTML5 in its browser. That includes iPhones, Android phones with version 2.2 or better (that is over 90% of android phones), Windows phones, Blackberry phones with version 7 or better, and most other phones.

Does Exercise Pro Live provide technical support?

We provide support and help with task and navigation related to Exercise Pro Live. However, since it is a web based program, we do not provide technical support for your computer or issues with your internet provider.

Who do I contact for more help?

Support@ExerciseProLive.com

Who uses Exercise Pro Live?

Exercise Pro Live is designed and suited for most health professionals, including physicians, physical therapists, athletic trainers, chiropractors, personal trainers or academic institutions in the aforementioned fields.

Can my patients and clients see the programs on their iPad, iPhone, android tablet and smart phones?

Yes. The client program has been optimized to run on any device with a web browser. If your client can access the web they can see their program.

Do I have to buy modules for Exercise Pro?

No, Exercise Pro is a complete exercise content program.

Will Exercise Pro work with physical therapy documentation software?

Yes, Exercise Pro links directly with several documentation programs and can export exercise handout history into a format that can be attached to almost any EMR. See our Features page, desktop software for a list of our EMR integration partners

Does Exercise Pro contain fitness assessment and nutrition?

No, Exercise Pro is only for exercise prescription.

Can exercise handouts have my company logo?

Yes, your logo can be inserted to appear on all exercise handouts.

Can I email exercise programs?

Yes.

If I buy a single computer install of Exercise Pro, can I install it on more than one computer?

No, the single computer install is just as it sounds, for one computer. To install on more than one computer or at more than one location, you are required to buy separate copies or to buy the network version. The software is not limited to number of users, only number of computers.

How is the Exercise Pro network licensed?

The Exercise Pro network begins with a 5 concurrent license network for one location. Concurrent licenses mean that 5 copies can be running at the same time. The program can be accessed from all computers on the network at one location. The software is not limited to number of users, only number of running copies. Sharing the network with other locations will require additional licensing fees. Another location is any location more than one mile distant from the primary location.

Are there any other fees associated with a network?

We recommend the SQL edition which is extra in cost for any network running more than 10 concurrent licenses to prevent loss in performance speed. Also, sharing the network with other locations will require additional licensing fees. Another location is any location more than one mile distance from the primary location.

Will you add new exercises for me?

Exercise Pro allows you to add your own exercises. We are happy to add exercises but there may be a charge. Please contact us for more information.

My registration code is not working

First verify that you have installed the correct program. Next try typing the registration code in instead of cutting and pasting. This often fixes the problem.

How do I verify that my software is pointed at the correct directories and/or SQL Server?

Start Exercise Pro and go to File/Settings or User/Settings. Push Alt-Z, the information will be displayed.

I have installed Exercise Pro on Citrix, VMWare, or Terminal server and each new user is prompted to register

This problem is caused by the latest versions of Windows Server 2008 and 2012. These versions will not read ini files by default. The latest version of Exercise Pro V6 is compliant. Please uninstall and reinstall using the latest .

Do I need to download or install software?

No, Exercise Pro Live is a web based program so no software installation is needed. All you need is a browser and access to the internet.

Can I access Exercise Pro Live anywhere?

Essentially, yes, anywhere you can access the internet including your iPad or Android mobile tablet.

Is there a demo or trial version I can try?

Yes, we offer a free 30 day no obligation trial. To sign up for the free trial, go to the Demo page.

How does the trial work?

You have unlimited access to our video library for 30 days. You can provide programs for patients/clients during those 30 days. At the end of 30 days, the trial expires with no further obligation.

Do you provide free online demonstrations?

Customer service is our priority. We can provide online demos and training (by appointment). Call or email for details, sales@BioExSystems.com or 800-750-2756, ext 2.

How many patients or clients can be entered?

There is no limit to the number of patients or clients.

How many video exercise programs can I give out?

There is no limit to the number of programs that be issued.

Can I put in my company information and logo?

Yes, Exercise Pro Live allows your logo and facility information to appear on the page the patient/client accesses when they view their video programs.

Can I get access to patient data?

Yes, as long as your account is active, you can see and retrieve all client exercise program history.

Is the client history data safe?

Yes, Exercise Pro Live uses the latest in encryption technology and is HIPAA compliant. Data is backed up on multiple servers to ensure there is no loss of data.

How many videos are in the library?

Exercise Pro Live currently has thousands evidence based exercises.

How often is content added?

Video content is added approximately every 6 months.

Can I add my own video exercises?

Yes, it is possible for a user to add their own custom exercise video and send it to clients.

Can I add my own PDF documents?

Yes, it is possible for a user to add their own custom PDF files and send it to clients.

What about upgrades and how much do they cost?

Upgrades, updates, and new features are constantly being added. And the best part is, since it is a web based program, there is no charge for updates or expanded content.

Can I create protocols or pre-designed workouts?

Yes. You can create your own, modify them if desired or remove them.

If I add my own exercises and videos, will other people be able to see them and use them?

No, if you add content to your account, only your account will have access to that content.

Can other providers on my master account see other providers information?

Yes and no. If you want, your account can be set up so only each provider can see their information. It can also be set up so all providers see other providers information.

Will the logo we add to our system show up on printed handouts?

Yes.