FAQs

 INFORMATION BEFORE PURCHASE

WHAT MAKES ECHELON DIFFERENT FROM OTHER BIKES WITH ONLINE CONTENT?

Our goal was to develop the next generation of stationary bikes while giving you, your family and friends the flexibility to enjoy the optimal fitness experience. We utilised Bluetooth technology to design the Connect bike to be the most advanced, well built and best value smart stationary bike available. Combined with our app, the Echelon Experience will give you access to the best instructors, motivating workouts and a community of riders to help you reach your goals fast.

https://www.youtube.com/watch?v=xVoTjc3Kb5U

HOW DO I PURCHASE?

our SHOP features all our current products and offers.  Simply add your choice of Red or Black EX3 bike + subscription package to your basket and pay with card, PayPal or ‘over time’ instalments with Klarna. Please refer to our RETURN and CANCELLATION terms before you purchase.

Smart Connect bikes can only be purchased with an initial Shopify subscription

WHAT DO YOUR SUBSCRIPTION PACKAGES INCLUDE?

Shopify subscriptions are available as flexible monthly rolling contracts or as longer discounted subscription packages of 1 or 2 years.  Check our SHOP page for the latest special promotional offers.

EXTRA MILE / FIT PASS 

Unlimited access to classes  for all abilities - yoga, stretching, strength, cardio flexibility, Pilates, meditation, Zumba and more

 

 

MONTHLY

flexible rolling month

 

£12.99

 

ECHELON CONNECT  + EXTRA MILE / FIT PASS 

thousands of ON DEMAND classes, 15+ LIVE classes per day, ENCORE classes, SCENIC rides  PLUS

Unlimited access to classes  for all abilities - yoga, stretching, strength, cardio flexibility, Pilates, meditation, Zumba and more

 

£39.99

MOST POPULAR

 

ECHELON CONNECT  + EXTRA MILE / FIT PASS 

 

thousands of ON DEMAND classes, 15+ LIVE classes per day, ENCORE classes, SCENIC rides  PLUS

Unlimited access to classes  for all abilities - yoga, stretching, strength, cardio flexibility, Pilates, meditation, Zumba and more

1 YEAR

£399.00

Saving £80.88 compared to monthly

 

 

ECHELON CONNECT  + EXTRA MILE / FIT PASS 

 

thousands of ON DEMAND classes, 15+ LIVE classes per day, ENCORE classes, SCENIC rides  PLUS

Unlimited access to classes  for all abilities - yoga, stretching, strength, cardio flexibility, Pilates, meditation, Zumba and more

 

2 YEAR

 

£599.00

BEST VALUE


HOW DO I PAY OVER INSTALLMENTS?

Payment choices with Klarna are 6, 12 or 24 months at 0% interest or 36 months at 9.9%.  The ‘Klarna pay over time’ option can be selected on the payment page which will lead you to the Klarna pages to set up your agreement.  A credit check takes around 10 minutes and once authorised, Klarna will release the funds to Echelon to complete your bike order.

HOW LONG WILL IT TAKE TO DELIVER?

Delivery times for Mainland-UK are 2-3 business days.  Shipment to Eire may take an extra day. Currently we do not deliver outside of UK or Eire.

CORONOVIRUS UPDATE:  our couriers are currently providing a restricted solo-driver, ground floor delivery service. Please take care when handling your bike when it arrives – it is  heavy.

WHAT IS THE COST OF THE ECHELON FIT APP?

The app is free to download.

A membership (subscription) plan is required to participate in the LIVE, ON DEMAND, ENCORE and EXTRA MILE classes. Membership to the Echelon Experience is the best investment in your health you can make (in our opinion).

WHAT DEVICE WOULD I NEED FOR THE APP TO WORK?

Most Apple and Android phones and tablets are compatible with the Echelon Fit App. Apple devices need to have the ARM64 chip. Adroid devices must 6.0 or up.  We recommend Samsung tablets and the cheapest iOs device compatible is the iPad mini4.  The console will hold a smartphone or up 12.9inch tablet.

WHAT BROADBAND SPEEDS DO I NEED FOR THE APP TO WORK?

We recommend having a minimum download speed of 20Mbs for the Leaderboard to work.  Due to the video-streaming nature of the EchelonFit apps interactive features, it is recommended that your bike is positioned near your router /  Wi-Fi booster and there are no other interference from nearby Bluetooth or wireless devices that could interrupt the enjoyment of your interactive classes.

Further guidance on connectivity troubleshooting is available from our Customer Support team : support@echelonfit.uk

WILL THE BIKE WORK WITHOUT A SUBSCRIPTION?

Unlike other bikes, you can purchase the bike without committing to a one year subscription to the online classes.   However, your ride statistics and other information will not be stored. Most of our riders subscribe to our app to get the most out of their Connect bike and benefit from the Echelon Experience riding with our 16 plus instructors.  You will love our team!

Get to know Echelon cycling instructor Nicole Griffin: https://www.youtube.com/watch?v=JXIA9OgZqH8

If you choose not to renew your subscription, you can opt for ‘Freestyle’ ride which will record your basic metrics.  The bike needs to be connected to the Echelon Fit app and Bluetooth for the resistance to work. 

IS THERE A WEIGHT LIMIT AND RECOMMENDED HEIGHT FOR MY ECHELON CONNECT BIKE?

Yes, 300 (136 kg) pounds is the recommended weight limit.  However we have many people up to 350 (158 kg) using the bike with no problems.

Height requirements:

- Originally 6'4" (193cm), however we now have riders up to 6'8'' (203cm) using the bike, and enjoying it.  Many Professional sports players are some of our biggest fans.

- Originally 4'11 (149 cm), but we now have riders as tall as 4'5'' (134 cm) using the bike

 

WHAT ARE THE EX3 BIKE SPECIFICATIONS?

CONSTRUCTION

 

Welding Steel / Powder Coated

Weight Limit: 136 Kg / 300 lbs

Handlebar Height: 9 levels, 15 MM per level

Forward/Backward: N/A

Seat Height: 17 levels, 15 MM per level

Forward/Backward: 7 levels, 13.3 MM per level

Tension: 1-32 levels

MEASUREMENTS

Net Weight: 47.6 Kg

Gross Weight: 57.00 Kg

Flywheel Weight: 13 Kg

Box die lines:; 1070 x 285 x 895mm

Pedal size: 9/16”

PRODUCT DIMENSIONS

Seat Lowest: 1240 x 505 x 1110mm

Seat Highest: 1380 x 505 x 1395mm

Footprint (length x width): 950  x 505 mm

TECHNOLOGY

Loading Qty: 20'GP: 106  /  40'GP: 226  /  40'HQ: 250

Adapter: INPUT: 100-250V~, 50/60 Hz 0.8A Max  / OUTPUT: 9V = 3A

Q-factor: 202mm

 

 

WHAT HAPPENS ONCE YOU’VE PLACED AN ORDER 

WHAT INFORMATION WILL I RECEIVE ABOUT MY ORDER?

You will receive an automated order confirmation email and an activation link for your subscription.

You can choose to start using your Shopify subscriptions straight away, follow the link on your Welcome letter.  The Shopify form validates against your email address, order number and card details (you will not be charged again).   Once you have activated successfully, download the EchelonFit app and enter your details again along with a new password. Remember to LOG OUT and then back in again to refresh.

ECHELON FIT APP is available on App Store or Google Play. Type in "Echelon Fit" and look for our logo:

Subscriptions that have been acquired previously through the Echelonfit from App Store or Google Play , ie non-Shophify, will continue to run unless cancelled.  Cancellation and refund requests need to be directed to the respective merchant, eg Apple or Google via your device or web brower. 

TRACKING INFORMATION: You will receive courier tracking information a few hours after your order has left our UK warehouse.  Deliveries further afield than England may take up to 4 days to reach you.

I HAVE ALREADY STARTED A SUBSCRIPTION, WHAT SHOULD I DO?

If you purchased a subscription via your app from  Google Play or the ITunes store, you must cancel through them.

iOS / Apps Store:  https://youtu.be/sIN1GIYRbbs

Android / Google Play: https://youtu.be/CCOwUvjGkEM

For Google Play refunds, you may have to instigate requests through a web browser and not via the app: https://play.google.com/store/account

 

WHAT TO DO WHEN YOUR ORDER ARRIVES

HOW DO I ASSEMBLE MY CONNECT BIKE?

Assembly is straight-forward, just follow the step-by-the-step guide in your instruction manual or in this video.

HOW DO I ADJUST MY BIKE TO FIT MY BODY?

The app has a tutorial video that demonstrates all of the following:

Seat Height: The top of the seat should line up with your hip bone. Turn the adjustment knob to the left, pull out and adjust. Then rotate the knob completely to the right to secure.

Adjust the seat to one of 4 heights based on your height. Your legs should not reach for the pedals (this is too high), nor should your knees feel cramped (this is too low). Adjust to your comfort and what feels best for you.

Seat Depth: (fore/aft) Find a comfortable distance where you have a slight bend in your elbows when holding the handlebars. As a guideline, the distance between your seat and handlebars should be roughly the distance between your elbows and tips of your fingers.

Handlebar Height: This is purely based on what feels comfortable and natural to you. A beginner would generally prefer the handlebars higher and a more experienced rider would prefer them lower.

SAFETY: ALWAYS MAKE SURE YOUR ADJUSTMENTS ARE SECURE BEFORE RIDING. THE POP PIN MUST BE ENGAGED IN A HOLE AND THE KNOB TURNED TO THE RIGHT TO TIGHTEN

CAN THE SEAT BE REPLACED WITH A STANDARD BIKE SEAT

Yes.

WHAT CLOTHING SHOULD I WEAR?

Dry-wicking athletic clothing is recommended (because you WILL sweat!). DO NOT ride in loose fitting bottoms, especially flare-bottom pants as the cuff could catch on the pedals and/or crank arm assembly.

WHAT SHOES SHOULD I WEAR?

That depends on which side of our SPD compatible pedal you choose. If you choose to use the toe cage side, wear athletic shoes.  We recommend as hard of a sole as possible. Never ride in open toed shoes, slippers, flip flops, or barefoot. If you choose to use our clip-in option on the reverse side of pedal, use SPD cleats on the bottom of your SPD compatible cycling shoe.

DO I NEED ANYTHING ELSE BEFORE CLASS BEGINS?

We recommend you have 2 water bottles accessible so that you do not have to leave your ride to refill. Staying hydrated is very important! You may also want a small towel (for that sweat we talked about!)

DOES THE BIKE NEED TO BE CONNECT TO APP?

Yes, without the app and Bluetooth connection, you will not get the most from your new Connect bike.  The resistance won’t work and your ride data will not be stored.

I AM JUST STARTING AN EXERCISE PROGRAM. HOW SHOULD I BEGIN?

Congratulations on your journey to better health! Consult with your doctor before starting any new exercise program. Our Echelon™ Fit App instructors will help guide your way. We recommend starting with beginner classes and work your way up.

HOW DO I KNOW WHICH CLASSES TO PICK ON THE APP?

We have arranged classes by both length and intensity of workout, so you can choose which classes best suit your fitness level. You can also filter classes by instructor and music type. Go at your own pace! The instructor is there to give you suggestions and guide your ride, but the workout is always yours.

HOW DO I SELECT MY MOST SUITABLE CLASSES IN THE APP?

The app will open to the “featured” tab. At the bottom of the page there is an app tutorial that describes how to find everything in the app. It explains the Featured tab is where you will find the LIVE rides, rides by length, classes in other languages, Virtual rides, Newest rides, Popular rides and tutorials.

The “Schedule” tab will show all the LIVE rides by date so you can set up your ride schedule in advance.

ON DEMAND tab allows you to navigate classes, scenic rides and the extra mile. It also allows you to find classes by Instructor, length of class, type – Beginner Advanced Endurance Climb etc, and music

HOW DO I MAKE MY WORKOUTS EASIER OR HARDER?

Using the resistance control knob, turning to the left is easier (less resistance), and turning to the right is harder Every full turn will equate to 4 levels increased on the resistance.  Eight turns will be about the highest level (32).

DO YOUR LIVE AND ON DEMAND CLASSES SHOW A "LEADERBOARD" SO YOU CAN COMPETE WITH OTHER ECHELON RIDERS?

Yes. https://youtu.be/HQw1W2nX2yo 

HOW DO I ADD A FAMILY MEMBER?

There are two ways to add up to 4 family members. Upon entering the app you will be asked “who’s riding today”. Tap add family member and fill in all information requested

If you are in the app, please tap your name in the upper right corner. Then tap profile, then you will tap the small person icon in the upper right and follow the steps. Once you have done that you can close your app and reopen it to use the additional profile

CAN I RIDE WITH FRIENDS?

Yes. The Echelon community encourages involvement and facilitates sharing with friends. To learn how to add friends click here https://youtu.be/7Vnz4mmYk-o

CAN I CONNECT MY ECHELON FIT APP TO OTHER APPS, EG STRAVA, FITBIT, ZWIFT, APPLE HEALTH?

Yes, In order to connect FitBit and Strava, please go to https://youtu.be/ZDJm3H8_GRE  and watch the video. After your ride you will see the results in your account. Sometimes in may take a few minutes for FitBit and Strava to display your results. 

There is some integration with Apple Health but non currently with Zwift, although this may be a feature added in a future release.

To connect to Apple Health: data access & devices/ tap Echelon/ allow the app access to everything

Although the EchelonFit app doesn’t record FTP (Functional Threshold Power), You can estimate FTP with from your best recent 20-minute power value (either from a dedicated 20-minute test or a sufficiently hard 20-minute effort from a race or workout). Multiply that value by 95% to get your FTP. You can also estimate FTP from a recent best 45-60 minute power output.

Please note, we do not connect to FitBit or Strava devices, just the accounts.

CAN I CONNECT TO A HEART RATE MONITOR?

Yes, tap the Heart icon on your EchelonFit app.  Make sure you installed the heart rate monitor on your chest, and the sensors are moist.

For a wrist heart rate monitor, make sure it is in pairing mode (an Echelon one with be flashing blue once you press the button on the side), then simply tap the Heart icon on-screen during a ride.

Do not connect in the Bluetooth setting area of your phone or tablet.

As long as your heart rate monitor has standard Bluetooth capabilities, it should connect.

WHAT DO THE HEART RATE VALUES AND COLOURS MEAN ON THE HEART RATE LEADERBOARD?

We give points for each minute you are in each zone, then that is divided by 60 to give your per second to give you your score.

For example: If you are in the Orange zone for a minute you would be allocated 15 points, your leaderboard will show 15/60 per second, so .25 per second,  to add up to 15 for that minute, if you drop below within that minute you will get the point value associated with that heart rate level.

See below explanations.

For Green O

Light green 5 per minute in this zone/60 .083 per second

Yellow 10 per minute in this zone/60 .16 per second

Orange 15 per minute in this zone/60 .25 per second

Red 20 per minute in this zone/60 .33 per second

For further information:

https://echelonfit.zendesk.com/hc/en-us/articles/360018838653-What-do-the-heart-rate-values-and-colors-mean-on-the-heart-rate-leaderboard-

CAN I USE THE APP ON A SMART TV OR COMPUTER?

Yes, you can use our web login on any Smart TV.  If you want to see your Smart Connect Bike stats on the Smart TV  we recommend using an Apple TV or Screen Mirror for your TV. There are third party apps you can use as well like Mirror for Samsung TV and Video and TV Cast.

Apple: https://support.apple.com/en-us/HT204289

CAN I USE THE SAME ACCOUNT ON DIFFERENT DEVICES?

Yes, just use your same login and password on any device (Android and iOS). You can also add up to 4 additional family members on each account.

WHAT DO ALL THE NUMBERS MEAN AT THE BOTTOM OF MY CLASS SCREEN?

Your App Class Display:

Cadence: How fast you are pedaling. It is measured in RPM’s (rotations per minute) Your instructor might suggest a cadence but it is always up to you. Do not pedal over 120 RPMS as this could potentially be unsafe. If you are able to pedal over 120 RPMs, you should increase your resistance.

Resistance: Your Connect bike has resistance levels of 1-32 (bike needs to be connected to app for resistance to work). It is adjusted by turning the resistance knob on the frame of the bike. Turn to the right to increase and to the left to decrease. For example, if your instructor suggests that you are on a “hill”, you would turn your resistance knob to the right. For a recovery or a flat road you would turn your resistance to the left.

Output: How much effort you are putting into the class. You increase your output by increasing your cadence or resistance, or a combination of both.

Output is calculated in real time and is a calculation (Kj watts/1000).  If the output is low then the calculation will not register unless it is of significant value

Calories: We all know what these are! Your calorie burn will increase as your output increases.

If you prefer to not look at any or all of these numbers during your ride, simply swipe down on the box and that particular display will disappear.

WHY ARE THE RANKS ON MY AFTER-RIDE PAGE AND MY PROGRESS PAGE TAB DIFFERENT?

Your after-ride screen will show you your final rank in the class while on your progress tab, it will show you the best rank you had in that class.

After the completion of 45% of any ride, your stats will show up under your progress tab and profile page and will include cadence, calories, time, and distance.

WHY CAN I NOT SEE MY STATS IN THE PROGRESS AREA?

The bike will not store your stats without a subscription.  You can ride the Freestyle mode (ie without a subscription) where you will see your stats during and after the ride, but they will not be saved in the Progress Area.   If you join the ExtraMile program, it will save to the Progress Area, providing you a history of your rides/workouts.

I NEED HELP!

REBOOTING

Many issues you may encounter in the app can be corrected by simply closing the app then restarting. We recommend this as a first step. Sign out of your EchelonFit app, unistall, update your device software, reinstall the EchelonFit app.  Remember to re-enter your weight details and Bluetooth pair the bike.

MY APP TELLS ME I NEED TO UPGRADE BUT I ALREADY HAVE A SUBSCRIPTION

Ensure you have activated correctly from the instruction on your Welcome email.  Remember to sign out and then sign back in again to your EchelonFit app to refresh the data. As long as your classes are in colour, ie not greyed out, you are good to go, ignore the ‘upgrade subscription’ message.

You can toggle between your CONNECT pass and FIT PASS via …MORE…Select Equipment (scroll through to find FIT PASS)

MY BIKE ISN’T CONNECTED TO THE APP

Make sure your Bluetooth is turned on. Press the Echelon button on the bike console. It should beep and the light will flash.

Open the Echelonfit app on your device. Tap "MORE…." at the bottom right, then "Select Equipment", then choose connect bike, a screen will ask you to connect. Tap and a device list will appear. Tap the "ECH" device (should be the only one listed) and your bike will beep and the light around the button will stop flashing indicating your bike is connected.

Go to https://youtu.be/TwWIL4CqJJk  to review these steps.

CAN I CANCEL MY SUBSCRIPTION?

Yes you may cancel your Shopify Echelon subscription at any time. We will stop billing at the end of the current period for your plan.

Simply contact Customer Support with you request to cancel. We would appreciate if you would let us know the reason.

If you purchased a subscription via your app from  Google Play or the ITunes store, you must cancel through them:

iOS / Apps Store:  https://youtu.be/sIN1GIYRbbs

Android / Google Play: https://youtu.be/CCOwUvjGkEM

For Google Play refunds, you may have to instigate requests through a web browser and not via the app: https://play.google.com/store/account

Once the main features of the EchelonFit App are no longer available, you can opt the 'Freestyle' mode which will still record your basic metrics and allow the bike to function, eg resistance dial. 

CAN I RETURN THE BIKE?

Yes, but it must be within 30 days of receiving delivery of your bike.  Keep hold of the packaging as our RETURNS POLICY   requires that you disassemble your bike and place all the parts back in the box.  Our customer support team will help resolve any problems you encounter and guide you through the process of returning.

HOW DO YOU ADJUST RESISTANCE ON THE BIKE?

Ensure the bike is plugged in and that you are paired (Bluetooth) and you are connected to the EchelonFit App.

Activate the resistance by beginning to pedal. Once you have begun pedaling, slowly adjust resistance to the appropriate level of intensity. 

ANOTHER FAMILY MEMBER WANTS TO RIDE BUT THE APP IS IN MY PROFILE - HOW DO I CHANGE THE RIDER?

Press the home button 2x – then swipe the screen to close. When you reopen the app you will get the “who’s riding today” screen if it properly restarted.  Remember to sign out after you have finished to allow the next user to sign in, this refreshes the data.

I’VE BEEN TRYING TO USE FITBIT / STRAVE WITH THE APP BUT IT HASN’T WORKED SINCE I FIRST CONNECTED.

FITBIT

STRAVA

TO CORRECT

∙        Launch Fitbit from your Home screen.

∙        Tap on the Account tab.

∙        Tap on the device to delete (no worries, you will reinstall as a final step).

∙        Swipe up to scroll down to the bottom of the page.

∙        Tap on the Remove This [Fitbit] button.

∙        Tap on the Remove This [Fitbit] button in the confirmation dialog.

∙        Go to https://youtu.be/ZDJm3H8_GRE for reinstallation instructions.

TO CORRECT

∙        Log in to Strava account on the website

∙        Click the profile

∙        Click "Settings"

∙        Click “My Apps" on the left side.

∙        Click "Revoke Access” on the Echelon App

∙        Go to https://youtu.be/ZDJm3H8_GRE for reactivation instructions.

 

 

DO I NEED TO MAINTAIN MY BIKE?

While maintenance is not required for the Connect bike, as with any exercise equipment periodic cleaning and adjustments may need to be made.

MY BIKE IS MAKING A KNOCKING/CLICKING NOISE WHEN I PEDAL.

The nuts on the wheel need a simple adjustment. Please see this video for correction instructions https://youtu.be/z_X51SFr988  . Caution - do not over tighten - follow the tightening instructions carefully. 

Double check all fixings on your bike from top to bottom, ensure they are snug.  Loose fixings on pedals, seats and handlebars can cause ‘clicking’ and knocking noises.

THERE IS A PROBLEM WITH THE RESISTANCE

Ensure that all the relevant software is up-to-date including your device, latest version of the EchelonFit app and the firmware of the bike (MORE…Firmware..)

Adjusting Tension for Calibration:

  1. Unplug both the adapter from the bike and the plug point in the wall.
  2. Hold down the silver button for 30 seconds then plug the wire back in.
  3. Repeat above 2 steps
  4. When you plug the wires in, you should hear the bike beep, indicating proper connection.
  5. Join any ON DEMAND class. Your stats should be displayed at the bottom of the screen.
  6. Now that you are connected, get on bike and start to slowly pedal
  7. After pedaling a few rotations, slowly start to turn the tension dial clockwise
  8. You should start feeling the resistance increase. You may see your tension number rise high before a tension change during calibration. That is normal.
  9. Continue until desired level is reached

MY CLASSES KEEP FREEZING

There may be a local connectivity issue, ie with broadband speeds, other Bluetooth /wireless interference, here are some recommendations:

  • Ensure ALL your software is up-to-date (device, EchelonFit app, bike firmware). Clear Cache Data.
  • Check application permissions, allow your device to access EchelonFit App as ‘High Accuracy’ (Location) and ‘Unrestricted Data Access’
  • Move your router to a new location to improve signal strength. You'll usually see better reception throughout your home if the router is in a central location.
  • Move wireless devices such as cordless phones or microwave ovens away from your router. Wireless interference from these devices can create issues when you try to connect over WiFi.
  • Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than a router placed behind or under furniture.
  • Boost WiFi signal with boosters, mesh, adapters
  • Change broadband channels from 2.4GHz to 5GHz – seek advice from your internet service provider.  They can also help you resolve network connectivity issues by determining if your router is properly set up to communicate with the with other streaming devices such as Echelon and not intentionally blocked
  • BROADBAND SPEED: Leaderboards currently require at least 20 Mps download speed to work, you can run internet connection speed tests by contacting your internet / data provider or going to: https://broadbandtest.which.co.uk/

For further guidance on any connectivity issued, please contact UK Customer Support:  support@echelonfit.uk

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