BowFlex Customer Care: Complete, Practical Guide

BowFlex customer care combines a self-service knowledge base, live agents, and authorized technicians to keep your equipment running safely and reliably. Whether you need a warranty part, help with the JRNY app, or advice on maintenance, the fastest path is through the official support portal: https://support.bowflex.com. Sales and general product information are available at https://www.bowflex.com, while app-related help lives at https://www.jrny.com/support.

For the most current contact options and hours, use the “Contact Us” or “Get Support” links on support.bowflex.com. Live channels commonly include web chat and phone for U.S./Canada, plus a secure web form for email follow-up. Historically, BowFlex has listed phone/chat availability on weekdays in Pacific Time; always check the contact page for today’s hours and regional options. Outside North America, support routes through local distributors listed on the support site.

How to Reach BowFlex Customer Care Efficiently

Start at the model-specific page on support.bowflex.com and enter your product (for example, BowFlex Xtreme 2 SE, SelectTech 552, Treadmill 10, VeloCore, or Max Trainer M9). You’ll see manuals, assembly videos, troubleshooting trees, and parts diagrams tailored to your exact unit. If you still need help, use the “Contact” button on that page so your case includes the correct model metadata from the start.

When you prefer a person-to-person channel, the same page lists current phone and chat options by region. If you need to share photos or video of the issue (highly recommended for noise, belt tracking, or console errors), open a web case first; you can then add attachments and a case number for faster escalation. Keep your order number or proof of purchase handy if you believe it’s a warranty matter.

What to Have Ready Before You Contact Support

Having the right details up front can reduce back-and-forth and shave days off a parts shipment or technician visit. Gather the following:

• Serial number and model: The serial is usually on the frame near the power switch or stabilizer (cardio), under the seat/rail (Max Trainer, bikes), or on the base frame/seat rail (home gyms). Take a clear photo.
• Purchase details: Retailer, order number, and delivery date. If you bought direct from bowflex.com, the order confirmation email works.
• Symptoms and evidence: Short video (15–30 seconds) of the issue, photos of wear/damage, and the exact error code/messages from the console or JRNY app.
• Environment and setup: Power outlet type, surge protector use, Wi‑Fi network name/band (2.4 GHz vs 5 GHz), firmware/app version, device OS version, and any recent changes (moved equipment, updated app, new router).
• Measurements: For cardio belt/chain issues, note belt tracking position and tension; for home gyms, note which pulleys/cables are affected and any fray length in millimeters.

Warranty, Returns, and Repairs

Warranty coverage is model-specific, so confirm the exact terms printed in your manual or on the product page. As a general pattern, BowFlex home gyms traditionally carry a long frame warranty, lifetime coverage on Power Rods for many models, and shorter coverage periods on wearable parts (cables, upholstery). Cardio products (treadmills, bikes, Max Trainer) typically separate coverage into frame, motor/drive, parts, and labor with different term lengths. Always check your serial-number-specific policy on support.bowflex.com.

BowFlex’s U.S. “Fitness Results Guarantee” has historically allowed returns within 6 weeks (42 days) of delivery on many products purchased direct from bowflex.com, but terms can vary by item and promotion. If you’re within the return window, contact customer care to obtain a Return Merchandise Authorization (RMA). They will provide the correct warehouse address and instructions. Keep in mind that return shipping is often the customer’s responsibility, and original shipping or assembly fees are generally nonrefundable; review the product page for the current policy before initiating a return.

Costs, Parts Availability, and Turnaround

Small consumables (hardware packs, pedal straps, adjustment knobs) are usually kept in stock and ship within a few business days once your case is approved. Larger components (consoles, motors, tread belts, Power Rod bundles) can have longer lead times due to freight or supply. In-warranty parts and associated shipping are typically covered per your policy; out-of-warranty parts will be quoted before shipment.

Field service is arranged when the repair requires specialized tools or safety checks (for example, treadmill belt replacement, drive system service, or cable re-stringing on home gyms). Response times depend on your location and technician availability, but one to two weeks from case approval is a common scheduling window in metro areas. Rural areas can take longer. If you’re comfortable with DIY and the repair is safe to perform, BowFlex may ship parts directly with step-by-step guides or videos.

JRNY App and Connected Equipment Support

JRNY is the adaptive coaching platform used by many BowFlex consoles. As of late 2024, the JRNY All-Access membership MSRP is listed at $19.99 per month or $149 per year (plus applicable tax). New BowFlex equipment frequently includes a trial period (often 2 months), after which billing starts unless canceled. Verify current pricing, trials, and supported regions at https://www.jrny.com.

For app issues—subscription, sign-in, workout sync, or video streaming—start at https://www.jrny.com/support. Confirm your app version, console firmware, and network quality (run a speed test near the machine; 10 Mbps down and 2 Mbps up are comfortable targets for most streaming workouts). If your console supports both 2.4 GHz and 5 GHz Wi‑Fi, test each band and power-cycle the router before contacting support.

Network and Firmware Troubleshooting Tips

If the console won’t connect, remove and re-add the network, ensure the SSID is visible, and check that MAC address filtering is off. WPA2 is preferred; enterprise or captive-portal networks (like hotels) are not supported. Temporarily disable VPNs on your phone/tablet when pairing via Bluetooth or Wi‑Fi Direct. After updating firmware, allow the console to remain powered on for several minutes so background packages complete.

Stuttering video or dropped workouts usually trace to Wi‑Fi congestion or ISP variability. Move the router closer or add a mesh node within 15–20 feet of the machine, select a less crowded channel, and close other high-bandwidth apps on the network. If problems persist, capture the time, workout type, and any error codes so JRNY support can correlate server logs with your session.

Safety Notices and Recalls

For the latest safety information, check the U.S. Consumer Product Safety Commission (CPSC) recall database at https://www.cpsc.gov/Recalls and search “BowFlex,” and, for the EU, the Safety Gate portal at https://safety-gate.ec.europa.eu. These listings include official instructions for identification and remedy (repair kits, inspections, or replacements) and contact channels specific to the notice.

If your serial number falls within an alert’s range, stop using the product until you’ve completed the remedy described by the manufacturer. BowFlex customer care will walk you through verification and fulfillment. Keep your serial plate photos and proof of purchase ready to accelerate processing.

Corporate and Escalation Contacts

Corporate correspondence for BowFlex Inc. (formerly Nautilus, Inc.) is handled at its long-time headquarters campus: 17750 SE 6th Way, Vancouver, WA 98683, USA. This address is for corporate mail only; returns and parts do not ship here unless an RMA specifically instructs you to do so. For service matters, always use the case-specific instructions provided by customer care.

If you need to escalate a service case, reference your case number, summarize the steps already taken, and state the requested resolution (for example, “replace console under warranty” or “dispatch field tech”). Use the “Contact” or “Follow up on my case” options inside your existing ticket on support.bowflex.com so all history stays linked. For purchase disputes, your payment provider’s dispute timelines (often 60 days from statement date for credit cards in the U.S.) may apply; initiate those only after giving BowFlex customer care a reasonable chance to resolve the issue.

Typical Response and Service Expectations

While exact times vary by season and region, the following targets are a realistic planning baseline. If your situation is time-sensitive—such as shipping damage reported within 48 hours of delivery—make that clear in your initial contact.

• First response to web form or email: 1–2 business days in most cases; faster via chat during posted hours.
• Parts order creation after diagnosis: same day to 2 business days; tracking shared when available.
• On-site technician scheduling: typically 5–10 business days in metro areas; allow more time in remote locations.
• Return/RMA processing after receipt: 3–7 business days for inspection and refund initiation to the original payment method.

For accurate, model-specific guidance, always defer to the instructions and terms shown on your product’s support page and your order confirmation. If in doubt, ask the agent to attach the exact policy PDF or URL to your case so you have it for reference.

How to connect BowFlex to phone?

Again. Press let’s go select a route and then tap ride. Back on your console tap start workout. During the workout your progress will be shown and tracked by both your console.

How long is the BowFlex warranty?

BowFlex Protection Plan
Initial purchase includes a standard warranty that fully covers: 10 Years – Frame. 3 Years – Mechanical Parts. 3 Years – Electronics.

What’s going on with BowFlex?

Bowflex Inc went bankrupt in first quarter of 2024 and the Bowflex and Schwinn Fitness brands were sold to Johnson Health Tech, the current owner.

What is the BowFlex protection plan for 5 years?

5-Year Protection+ Plan – $299
Protection plans also include: Power surge protection. In-home repairs by an authorized technician. Certified BowFlex replacement parts.