Troubleshooting and Return Process

PULSE Pod Troubleshooting and Returns Process

If a PULSE pod is not displaying correctly on the screen, please conduct these troubleshooting steps:

1. Confirm the PULSE system is running correctly
1. Ensure the Session has been started
2. Ensure the PerformanceIQ receivers are connected to the system
3. Ensure you are connected to the performanceiq WiFi network
2. Ensure the pod ID assigned to the member profile matches the pod ID on the back of the monitor
3. Ensure the belt is positioned correctly on the body and the 9Round logo is upright
4. Wet the strap
5. Check the battery in the pod
1. Replace the battery
2. Ensure the battery is placed securely with the positive(+) side up
3. Please try up to two batteries to ensure the replacement battery is not defective
6. Replace the strap
7. Use the PULSE tester

If the PULSE pod is still not working after all these steps have been completed, the next step is to submit a support ticket. You may be required to return the defective pod and strap, so do not dispose of the unit until after you receive your replacements.

PULSE pods have a one (1) year warranty

***PLEASE READ*** BY SUBMITTING A SUPPORT TICKET, YOU ARE CONFIRMING THAT YOU HAVE FOLLOWED ALL THE TROUBLESHOOTING STEPS. IF ANY MONITOR THAT IS REPLACED IS FOUND TO BE FUNCTIONAL THE REQUESTING GYM WILL BE CHARGED FOR A REPLACEMENT HEART RATE MONITOR.

1. Submit a Support Ticket either in the PULSE software or the link at the bottom of this page
2. Fill out all required fields, including the pod ID(s) of the defective pod(s)
3. In the description, please provide:
1. Details of the pods not working
2. Confirmation that the above troubleshooting has been completed for each pod
3. Address to ship replacement pods to
4. If applicable, you will receive a return label to return your defective units
5. Replacements ship out twice a month, please allow up to two weeks for processing.