Customer Support FAQs

General
Treadmills
Ellipticals
Exercise Bikes

How do I activate the manufacturer's warranty on my machine?

Register your warranty either by mail or online within 30 days of purchase. Please retain proof of purchase. Vision Fitness product registration | Horizon Fitness product registration.

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How do I contact Customer Tech Support?

Horizon Fitness Phone: 800.244.4192

Horizon Fitness E-mail: techsupport@horizonfitness.com

Vision Fitness Phone: 800.335.4348

Vision Fitness E-mail: info@johnsonfit.com

Mail: 1620 Landmark Drive, Cottage Grove, WI 53527

Our technical support call center is open from 7:00AM to 7:00PM CST Monday through Thursday, 7:00AM to 5:00PM CST Friday

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

The Customer Tech Support Department will need the Horizon Fitness or Vision Fitness model number, serial number and the nature of the problem (error messages, symptoms, description of what is not working, etc.) an address, a contact name and a phone number. Proof of purchase is required for all warranty claims.

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Where is the serial number located?

Please reference your Owner’s Manual for an illustration of where the serial number can be found. A copy of your Owner’s Manual can also be found on the Product Manual and Archive page.

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How are products serviced in the marketplace?

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

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How do I get service outside of North America?

Please contact the distributor for your country for more information about warranty and service. Products purchased within the USA are not covered under warranty outside of the USA and Canada. Click here for a list of international distributors.

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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 is covered under the 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 Horizon Fitness or Vision Fitness.

Incidental or consequential damages. Horizon Fitness nor Vision Fitness is 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 Horizon Fitness or Vision 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. Horizon Fitness nor Vision Fitness is 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 Horizon Fitness and Vision Fitness shall have no liability.

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Who is covered under the warranty?

The original owner, and it is not transferable.

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Where can I find a parts diagram for my product?

Please refer to the Product Manuals and Diagrams page on this site for a parts diagram.

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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 place your machine in any location that is not temperature controlled, such as but not limited to garages, porches, pool rooms, bathrooms, car ports or outdoors.

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Why do I need a 15 or 20 amp 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 or Vision presents and the components used together are safe, in compliance and will not cause any problems. A 15 amp dedicated circuit is needed for Horizon products and a 20 amp dedicated circuit is needed for Vision products 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 when the machine was new and if adequate power is not available it may cause the breaker to trip.

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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 view detailed instructions about how to lubricate the deck of your treadmill.

If you need to purchase additional lubricant for your treadmill, please visit the accessories page.

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How do I lubricate my treadmill?

Detailed instructions about how to lubricate the deck of your treadmill.

If you need to purchase additional lubricant for your treadmill, please visit the accessories page.

For a video about belt lubrication or resetting the lube belt message, see our Service How-To Videos

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Can the volume of the alert beeping be adjusted?

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.

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How do I tension or align my running belt?

Tensioning the treadmill running belt:

Aligning the treadmill running belt:

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

For treadmills manufactured after November 2002, use lubricant that is 100 percent silicone oil. It can be purchased from us online on the Accessories page. For older treadmills, please contact us at 1.888.993.3199.

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What if I lost or damaged my safety key?

Replacement safety keys are available for purchase on this website. To purchase a replacement key, visit the Parts page.

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

Replacement power cords are available for purchase on this website. To purchase a replacement power cord, visit the Parts page

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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 Horizon Fitness or Vision 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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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 Horizon Fitness or Vision 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:

  1. Clean underneath the elliptical, following these steps:
  2. Turn off the elliptical by unplugging the power cord from the wall outlet.
  3. Move the elliptical to a remote location.
  4. Wipe or vacuum any dust particles or other objects that may have accumulated underneath the elliptical.
  5. 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 adaptor or I damaged my power adaptor?

Replacement power adaptors are available for purchase on this website. To purchase a replacement power adaptor, please visit the Parts page.

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Can the volume of the alert beeping be adjusted?

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 or incline level on an elliptical.

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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 magnetic brake system wear out over time?

Since the magnetic brake doesn’t make direct contact with the flywheel, it should last the lifetime of the machine.

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How long will the poly-V drive belts last?

Through our testing on the Poly-V drive belts, we found the belts should last for thousands of maintenance free hours.

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What if the pedal breaks on my elliptical?

Johnson Health Tech has identified a potential problem with 2009-2010 elliptical models manufactured under the Horizon Fitness brand name. In some instances, it is possible for the pedal to become disengaged, which has the potential to cause a user to slip and fall. Most of the issues are occurring directly out of the box and no injuries have been recorded. This issue can be fixed through replacement of the pedal link arm and foot pedal.

The EX-58, EX-68, EX-78, GS1050E and CE5.1 models are affected. If you have purchased one of these models, we ask that you cease using it immediately until we determine if your unit is part of the recall.

We are actively working on a voluntary corrective action plan, including a repair process. If you own one of these units, please cease use immediately and contact Johnson Health Tech at 1-800-962-3596, or at ellipticalsupport@horizonfitness.com for further instruction.

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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 Horizon Fitness or Vision 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:

  1. Clean underneath the bike, following these steps:
  2. Turn off the bike by unplugging the power cord from the wall outlet.
  3. Move the bike to a remote location.
  4. Wipe or vacuum any dust particles or other object that may have accumulated underneath the bike.
  5. 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 adaptor or I damaged my power adaptor?

Replacement power adaptors are available for purchase on this website. To purchase a replacement power adaptor, please visit the Parts page. top


Can the volume of the alert beeping be adjusted?

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 exercise bike. top


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. top


How long will the poly-V drive belts last?

Through our testing on the Poly-V drive belts, we found the belts should last for thousands of maintenance free hours. top


How do I determine the best position for my bike seat?

To determine proper seat position, sit on the seat and position the ball of your foot on the center of the pedal. Your knee should bend slightly at the furthest pedal position. You should be able to pedal without locking your knees or shifting your weight from side to side. top


Contact us
Sales:
800.962.3596
Horizon Support:
800.244.4192
Vision Support:
800.335.4348
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