Frequently Asked Questions

What must I do to activate my warranty?

Register your warranty online within 30 days of purchase. Retain proof of purchase.

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How do I contact Customer Tech Support?

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How will LIVESTRONG® Fitness products be serviced in the marketplace?

LIVESTRONG® Fitness has partnered with independent service providers throughout the United States who will be called upon to provide fast, reliable "in-home" service should it be necessary. If a problem arises once you take home your LIVESTRONG® Fitness machine, please contact Customer Tech Support Department toll free at 1-877-548-7864 Monday through Friday, 8:00am - 5:00pm Central Time for assistance.

To find a service provider in your area, please refer to our Service Provider Guide.

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Where can I find a local service provider for my LIVESTRONG® Fitness product?

Please refer to our Service Provider Guide to find a service provider in your area.

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What does "in home" use mean?

Our equipment is intended for private, residential use within a climate controlled room within your home. It is not intended for use by (but not limited to): Hotels, Resorts, Police and Fire Stations, Apartment Complexes, Rehabilitation and Sports Medicine Clinics, Hospitals, Elementary, Middle and High Schools, YMCA’s, Colleges, Universities, or Private/Public Health Clubs and business use of Personal Trainers.

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What information will I need to supply to Customer Tech Support?

The Customer Tech Support Department will need the LIVESTRONG® Fitness model number, serial number and the nature of the problem (error messages, symptoms, description of what is not working, etc.) the date of purchase, an address, a contact name and a phone number.

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What is covered under warranty?

Repair or replacement of a defective motor, electronic component, or defective part, and is the sole remedy of the warranty.

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What is not covered under the warranty?

Normal wear and tear, improper assembly or maintenance, or installation of parts or accessories not originally intended or compatible with the equipment as sold.

Damage or failure due to accident, abuse, corrosion, discoloration of paint or plastic, neglect, theft, vandalism, fire, flood, wind, lightning, freezing, or other natural disasters of any kind, power reduction, fluctuation or failure from whatever cause, unusual atmospheric conditions, collision, introduction of foreign objects into the covered unit, or modifications that are unauthorized or not recommended by LIVESTRONG® Fitness.

Incidental or consequential damages. LIVESTRONG® Fitness is not responsible or liable for indirect, special or consequential damages, economic loss, loss of property, or profits, loss of enjoyment or use, or other consequential damages of whatsoever nature in connection with the purchase, use, repair or maintenance of the product.

Equipment used for commercial purposes or any use other than a single family or household, unless endorsed by LIVESTRONG® Fitness for coverage.

Equipment that is owned or operated outside the US and Canada.

Delivery, assembly, installation, setup for the original or replacement units or labor or other costs associated with removal or replacement of the covered unit.

Any attempt to repair this equipment creates a risk of injury. LIVESTRONG® Fitness is not responsible or liable for any damage, loss or liability arising from any personal injury incurred during the course of, or as a result of any repair or attempted repair of your fitness equipment are undertaken AT YOUR OWN RISK and LIVESTRONG® Fitness shall have no liability.

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Where can I find parts diagrams for my product?

Exploded parts diagrams are available in the Customer Support section of the website or by clicking here.

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Where can I get additional copies of the weekly and monthly log sheets that were included in my owner's manual?

Please click on the following links below to download additional logs in PDF format. (Adobe Acrobat Reader required. If you don't have Adobe Acrobat Reader, click here.)

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Where is the best location for my machine?

Place the machine on a level surface. There should be 6 feet of clearance behind the machine, 3 feet on each side and one foot in front for the power cord. Do not place the machine in any area that will block any vent or air openings. Do not use equipment in any location that is not temperature controlled, such as but not limited to garages, porches, pool rooms, bathrooms, car ports, or outdoors. Failure to comply will void the warranty.

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Where is the serial number located?

  • On your treadmill, the serial number is located to the left of the on/off power switch and power cord.
  • On your elliptical, the serial number is located on the front stabilizer tube.
  • On your indoor cycle, the serial number is located on the lower front of the cycle.
  • On your recumbent bike, the serial number is located on the front stabilizer tube.
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Who is covered under the warranty?

The original owner, and it is not transferable.

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Why do I need a 15 amp minimum dedicated circuit?

The components of all of our units and the owner's guides are reviewed and certified by the ULCSE. This indicates that the information Horizon presents and the components used together are safe, in compliance and will not cause any problems. A 15 amp minimum dedicated circuit is needed to insure the amount of power available to the unit is the most adequate as possible. Over time components will wear down and draw more power than what is available, causing the circuit to blow.

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How often should I lubricate the deck of my treadmill?

It is recommended that you lubricate underneath the running belt every 150 miles or every 3 to 6 months, even when it is not in use. Click here to watch the "How-to" video.

If you need to purchase additional lubricant for your treadmill, please visit the LIVESTRONG® Fitness eStore.

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How do I lubricate my treadmill?

Click here to watch the "How-to" video.

If you need to purchase additional lubricant for your treadmill, please visit the LIVESTRONG® Fitness eStore.

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How can I stop the loud beeping noise when the buttons on the console are pressed?

The beeping noise is a safety feature that all fitness equipment manufacturers include on the products. It alerts the user to a change during a workout that includes a change in the resistance level on an elliptical and the speed and/or incline on a treadmill. The beeping noise can not be turned off.

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How do I tension or align my running belt?

Please click on the link below to download a PDF. (Adobe Acrobat Reader required. If you don't have Adobe Acrobat Reader, click here.)

How to tension the running belt.

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What brand of lubricant should I use on the running deck?

All LIVESTRONG® Fitness treadmills use lubricant that is 100 percent silicon. It can be purchased from the LIVESTRONG® Fitness eStore or from a sporting goods or other fitness retailer. Important: it must be 100 percent silicon and not have other ingredients mixed in. It comes in oil or spray, but oil usually lasts longer.

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What if lost or damaged my safety key?

Replacement safety keys are available from the LIVESTRONG® Fitness eStore.

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What if I cannot find my power cord or I damaged my power cord?

Replacement power cords are available from the LIVESTRONG® Fitness eStore.

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What routine maintenance should I conduct on my treadmill?

After each use, clean and inspect, following these steps:

  1. Turn off the treadmill with on/off switch, then unplug the power cord at the wall outlet.
  2. Wipe down the running belt, deck, motor cover, and console casing with a damp cloth. Never use solvents, as they can cause damage to the treadmill.
  3. Inspect the power cord. If the power cord is damaged, contact LIVESTRONG® Fitness.
  4. Make sure the power cord is not underneath the treadmill or in any other area where it can become pinched or cut.
  5. Check the tension and alignment of the running belt. Make sure that the treadmill belt will not damage any other components on the treadmill by being misaligned.

Every week, clean underneath the treadmill, following these steps:

  1. Turn off the treadmill with the on/off switch, then unplug the power cord at the wall outlet.
  2. Fold the treadmill into the upright position, making sure that the lock latch is secure.
  3. Move the treadmill to a remote location.
  4. Wipe or vacuum any dust particles or other objects that may have accumulated underneath the treadmill.
  5. Return the treadmill to its previous position.

Every month:

  1. Turn off the treadmill with the on/off switch, then unplug the power cord at the wall outlet.
  2. Inspect all assembly bolts of the machine for proper tightness.
  3. Turn off the treadmill and wait 60 seconds.
  4. Remove the motor cover. Wait until all display screens turn off.
  5. Clean the motor and lower board area to eliminate any lint or dust particles that may have accumulated. Failure to do so may result in premature failure of key electrical components.
  6. Vacuum and wipe down the belt with a damp cloth. Vacuum any black/white particles that may accumulate around the unit. These particles may accumulate from normal treadmill use.
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Where can I learn more about the programs on my treadmill?

Please refer to your owner's manual for a complete description of the programs available on your machine.

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I was told I need a new motor control board. How do I know which motor control board works with my product?

Replacement boards are available from LIVESTRONG® Fitness. To determine which motor control board will work with your product, contact a technical support specialist at 1-877-548-7864 or support@livestrongfitness.com.

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What routine maintenance should I conduct on my elliptical?

After each use:

  1. Turn off the elliptical by unplugging the power cord from the wall outlet.
  2. Wipe down the elliptical with a damp cloth. Never use solvents, as they can cause damage to the elliptical.
  3. Inspect the power cord. If the power cord is damaged, contact LIVESTRONG Fitness.
  4. Make sure the power cord is not underneath the elliptical or in any other area where it can become pinched or cut.

After each week, clean underneath the elliptical, following these steps:

  1. Turn off the elliptical by unplugging the power cord from the wall outlet.
  2. Move the elliptical to a remote location.
  3. Wipe or vacuum any dust particles or other objects that may have accumulated underneath the elliptical.
  4. Return the elliptical to its previous position.

After each month:

  1. Inspect all assembly bolts and pedals on the machine for proper tightness.
  2. Clean any debris off of the pedal arm wheels and guide rails.
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What if I cannot find my power cord or I damaged my power cord?

Replacement power cords are available from the LIVESTRONG® Fitness eStore.

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How can I stop the loud beeping noise when the buttons on the console are pressed?

The beeping noise is a safety feature that all fitness equipment manufacturers include on the products. It alerts the user to a change during a workout that includes a change in the resistance level on an elliptical and the speed and/or incline on a treadmill. The beeping noise can not be turned off.

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Where can I learn more about the programs on my elliptical?

Please refer to your owner's manual for a complete description of the programs available on your machine.

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Will the magnets in the ECB resistance system wear out over time?

Absolutely not. Since they do not make contact with the flywheel, they provide the same consistent, trouble free resistance for the lifetime of the machine.

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How long will the poly-V drive belts last?

The computer modeling we had done indicated virtually thousands of maintenance free hours. Belts are now used in far more demanding applications such as motorcycle drives for example.

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What routine maintenance should I conduct on my exercise bike?

After each use:

  1. Turn off the bike by unplugging the power cord from the wall outlet.
  2. Wipe down the bike with a damp cloth. Never use solvents, as they can cause damage to the bike.
  3. Inspect the power cord. If the power cord is damaged, contact LIVESTRONG Fitness.
  4. Make sure the power cord is not underneath the bike or in any other area where it can become pinched or cut.

After each week, clean underneath the bike, following these steps:

  1. Turn off the bike by unplugging the power cord from the wall outlet.
  2. Move the bike to a remote location.
  3. Wipe or vacuum any dust particles or other object that may have accumulated underneath the bike.
  4. Return the bike to its previous position.

After each month:

  1. Inspect all assembly bolts and pedals on the machine for proper tightness.
  2. Clean any debris off of the seat guide rail.
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What if I cannot find my power cord or I damaged my power cord?

Replacement power cords are available from the LIVESTRONG® Fitness eStore.

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How can I stop the loud beeping noise when the buttons on the console are pressed?

The beeping noise is a safety feature that all fitness equipment manufacturers include on the products. It alerts the user to a change during a workout that includes a change in the resistance level on an elliptical and the speed and/or incline on a treadmill. The beeping noise can not be turned off.

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Where can I learn more about the programs on my exercise bike?

Please refer to your owner's manual for a complete description of the programs available on your machine.