Customer Support FAQs

Check here for helpful answers to our most frequently asked questions.

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  • How do I contact Customer Tech Support?

    • Phone: 1-800-335-4348
    • E-mail: info@johnsonfit.com
    • Mail: 1620 Landmark Drive, Cottage Grove, WI 53527
  • 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 North America are not covered under warranty outside of the North America.

  • What does 'in-home' use mean?

    Most of 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. Except Horizon Fitness products listed with a commercial warranty. Please check your warranty in the owner's manual to verify.

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

    First, please contact the retailer you have purchased the unit from for assistance. If contacting the Customer Tech Support Department, you will need to provide the 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.

  • What is covered under the manufacturer's warranty?

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

  • What is not covered under manufacturer's 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.
    • Incidental or consequential damages. Horizon 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 Horizon 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 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 Horizon Fitness shall have no liability.
  • What must I do to 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.

  • Where is the best location to place 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. It should not be located in a garage, covered patio, near water or outdoors.

  • Who is covered under the manufacturer's warranty?

    The original owner is covered. The warranty is not transferable.

  • Why do I need a 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 Fitness presents and the components used together are safe, in compliance and will not cause any problems. A 20-amp dedicated circuit is needed to insure the amount of power available to the unit is as adequate as possible. Over time, components will wear down and draw more power than what is available, causing the circuit to trip.

  • 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.

  • What routine maintenance should I conduct on my treadmill?

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

    • Turn off the treadmill with on/off switch, then unplug the power cord at the wall outlet.
    • 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.
    • Inspect the power cord. If the power cord is damaged, contact Horizon Fitness customer technical support.
    • Make sure the power cord is not underneath the treadmill or in any other area where it can become pinched or cut.
    • 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:

    • Turn off the treadmill with the on/off switch. Then, unplug the power cord at the wall outlet.
    • Fold the treadmill into the upright position, making sure that the lock latch is secure (if it is a folding unit).
    • Move the treadmill to a remote location.
    • Wipe or vacuum any dust particles or other objects that may have accumulated underneath the treadmill.
    • Return the treadmill to its previous position.

    Every month:

    • Turn off the treadmill with the on/off switch. Then, unplug the power cord at the wall outlet.
    • Inspect all assembly bolts of the machine for proper tightness.
    • Turn off the treadmill and wait 60 seconds.
    • Remove the motor cover. Wait until all display screens turn off.
    • 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.
    • 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.
  • 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.)

    Download Instructions

  • What routine maintenance should I conduct on my elliptical?

    After each use:

    • Turn off the elliptical by unplugging the power cord from the wall outlet.
    • Wipe down the elliptical with a damp cloth. Never use solvents, as they can cause damage to the elliptical.
    • Inspect the power cord. If the power cord is damaged, contact Horizon Fitness customer technical support.
    • 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:

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

    After each month:

    • Inspect all assembly bolts and pedals on the machine for proper tightness.
    • Clean any debris off of the pedal arm wheels and guide rails.
  • 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.

  • What routine maintenance should I conduct on my exercise bike?

    After each use:

    • Turn off the bike by unplugging the power cord from the wall outlet.
    • Wipe down the bike with a damp cloth. Never use solvents, as they can cause damage to the bike.
    • Inspect the power cord. If the power cord is damaged, contact Horizon Fitness customer technical support.
    • 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:

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

    After each month:

    • Inspect all assembly bolts and pedals on the machine for proper tightness.
    • Clean any debris off of the seat guide rail.
  • 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.

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