Contact Echelon Fit Support

by Dollymadness

Where do I start? Just got the bike. Created an account and every screen is buggy. Adding an account took forever. It said my account was already registered, which it hasn’t been. Then after doing it I see 3 profiles under my home screen with my name. When I signed up for a membership it said I had to select a country. I did select a country. Had to restart and try again. Tried setting up equipment and it’s totally blank. Can’t even select any equipment. Then after the 50th + restart, the app loads the equipment options. I select the connect sport and it tells me to select a store but another blank screen. After restarting the app, my phone, uninstalling, reinstalling, and even trying it on a browser I still can’t access the classes and/or add my equipment. Called customer service, no answer, had to leave a voicemail. 2 hours later and no response. I’m frustrated. I’ve never seen an app with so many issues. They should work all of this out before rolling it out OR have better customer service to assist. Meanwhile I just installed peloton, no issues, and can use my bike with that app, which is what I plan on doing. Just wish I could at least see my stats through echelon.

by Non-gamer 27.5

Due to a design flaw that makes the bike unusable for short people (“raising” the handlebars makes them project further out because it is on an angle away from the Nike’s center), I returned the bike. And deleted the app. Mistakenly assumed echelon knew I no longer get owned the bike and maybe they did but after the free trial period, I began to be charged for the monthly subscription. Tried to cancel the subscription from their website but could not remember my password and their site did not have a password reset option (could change it but had to enter the old password before changing to a new one). After disputing the 2nd monthly charge, I found instructions to cancel from the app. I downloaded the app again and was able to log in. Found my way to the link to cancel and after clicking on cancel, got a message that says “we’d like you to speak to customer loyalty first” with a phone number. Called number and a recorded message said there were no agents available and to leave a message. It did not state what their hours were. Will try again during normal business hours for Nashville time zone. Should not be this hard to cancel. Seems like a scam.

by Moon🌚

This bike was purchased as a Christmas gift from my husband. The app is TERRIBLE! I love the bike! Every time I’ve logged in and connected the bike to my iPad or iphone it shows I’m not subscribed, which I am. Then in order to access classes I’m asked to upgrade at a cost of $150 more per year than what I initially signed up for. In order to get the app to reload my subscription I’ve had to delete and reload three times on both my iPad and my iphone. And customer service.... yeah that’s terrible too. I sent an email on Christmas Day and have yet to receive a response three days later. I attempted to chat via the live chat on the app and that resulted in me having to back out of the app every time to send a response only to get the response that someone would email or call me. Still no response on that either.
And please don’t send the response that’s sent to everyone else that it’s a Bluetooth issue and an update is coming. This isn’t a Bluetooth issue. I can’t even see the classes even when I open the app to view which ones I want to participate in even when the bike is not connected. Guess I’ll use the bike with the Peloton app! Ridiculous!