FAQs

What do I do if an error message appears on my TRUE treadmill?

First record which error messages occurred.  A captured photo of the display is often helpful. To clear the error code, you must cycle the unit power switch off for 30 seconds and back on to clear the displayed message. If the message comes back then contact TRUE’s parts and service team at (800) 883-8783 or email us at service@truefitness.com, the dealer you purchased your unit or an authorized TRUE service provider.

What if I move outside of the United States or Canada?

Your TRUE Fitness warranty will still cover your parts warranty, although you may incur shipping charges on these parts. TRUE Fitness does not cover labor outside of the United States or Canada.

Is product warranty transferable?

Limited warranty applies to the product only while the product remains in the possession of the original purchaser and is not transferable.

What is the correct procedure for applying the belt lubricant to the deck of a TRUE treadmill?

Full instructions for treadmill lubrication can be found in your owner’s manual in the chapter “Care & Maintenance”. Normal quarterly belt and deck lubrication will keep your TRUE Fitness treadmill running with peak performance and reduce the cost of ownership by keeping power consumption low.

What do I do if my belt starts to track off to one side or pauses when I run on it?

Full instructions for walking belt alignment and tensioning can be found in your owner’s manual in the chapter “Care & Maintenance”.

How does a residential machine differ from a commercial machine?

Residential units are for home use only. They are designed to give your family years of trouble-free use. Retail units will often have a greater number of workout programs and user profiles than a commercial counterpart. Retail equipment has been optimized to work in the home setting and the need of your family. Commercial units are used in gyms or higher use facilities. They are typically larger and have been designed with premium materials and components for years of 8 plus hours of use per day. Commercial units may have a more streamlined offering of workout programs and user profiles when compared to their in-home counterparts. TRUE Fitness may offer extended warranties for commercial cardio equipment when used in a retail environment.

Where do I find my model and serial number?

Product Serial Number can most commonly be found in the following places or refer to you modals warranty card or owner’s manual for specific locations of serial numbers:

  • Stretch Station: On the back of the foot plate at the bottom of the machine
  • Strength Gym: On the back of the main (central) mast assembly
  • Bikes: On the bottom of the frame. Tilt machine to view serial #
  • Traverse Lateral trainer: On the bottom of the frame. Tilt machine to view serial #
  • Consoles: On the lower user’s right-hand side of the console cabinet.
  • Elliptical and Spectrum: Users front right cross frame
  • Treadmills: Front where the power cord enters the machine
  • Alpine Runner: In-between the running frame and subframe located on a cross member on the user's left-hand side.

Is there any maintenance I need to be doing to my equipment?

TRUE Fitness designs all our equipment to provide years of use with minimum maintenance to keep the equipment operation safe and efficiently.  Full instructions for you specific TRUE equipment can be found in your owner’s manual in the chapter “Care & Maintenance”.

How do I register my warranty?

For warranty registration, go to https://shop.truefitness.com/support/warranty-registration or email us at service@truefitness.com a copy of delivery or proof of purchase may be required for units two years of age or older.

What if I need service on my TRUE Fitness product? Who do I contact?

If you bought your product from TRUE Fitness than we can provide service at no cost to you, as long as the unit is still under warranty.  Call TRUE Fitness technical service team at (800) 883-8783 or e-mail at service@truefitness.com and have your product serial number available. If you bought your product from an authorized distributor/dealer then they can provide service at no cost to you if the unit is still under warranty.  Contact your selling dealer or use our dealer locator located at truefitness.com to find an Authorized Dealer near you.

What do I use to lubricate my walking belt and deck?

To ensure your product warranty remains in effect TRUE Fitness recommends only using TRUE Silax ™ Lubricate on your treadmill.  Silax ™ Lubricant is specifically formulated and tested to work with TRUE Fitness walking belts and decks.  To obtain pre-measured packets of TRUE Silax™ lubricant call TRUE’s parts and service team at (800) 883-8783. We are available Monday – Friday, from 8:30am – 5:00pm CST.