HELP & SUPPORT
Whether you have a problem, a question or an idea about your FloatRower - we'd love to hear from you!
Please take a look at our Troubleshooting section below first. If you have already followed our troubleshooting and the issue still remains or if the solution to your problem is not there, however minor you may think it is, please get in touch.
If you, other coaches or members have suggestions, please let us know. We're passionate about making rowing for everyone, so the best way we can do that is with your help.
If your query is urgent, please contact a member of the FloatRower team on +44 (0) 7387 262003.
Please note our Helpdesk opening hours are:
Monday - Friday, 09:00 - 17:00
Outside of these hours, please fill in the "Report a Problem" form below, include as much detail as possible and a member of the FloatRower team will be in contact with you as soon as possible.
TROUBLESHOOTING
AREA | PROBLEM | POSSIBLE REASON | SOLUTION |
|---|---|---|---|
Seat | The seat is wobbling on the monorail | Wheels have become loose. | Report a Problem. |
Resistance | The resistance level has changed | The fan cover and/or fans may be dusty | 1 - Check the fan covers are free of dust by wiping with a damp cloth or carefully vacuum.
2 - Remove the fan covers and if dusty, carefully wipe the fan blades with a damp cloth.
3 - If there is no dust or dirt, Report a Problem. |
Power | The footplate power cable is loose | The cable may not be hooked in place properly | 1 - After plugging the power cable in, ensure the cable is guided around the hook. |
Software | The date is incorrect | There is no internet connection. | 1 - Check Wifi Connection and reconnect if required.
2 - Check there is power to the small WiFi box underneath one of the FloatRowers.
3 - If unsuccessful, Report a Problem. |
Software | The time is incorrect | There is no internet connection. | 1 - Check Wifi Connection and reconnect if required.
2 - Check there is power to the small WiFi box underneath one of the FloatRowers.
3 - If unsuccessful, Report a Problem. |
Power | There is no power | Possible loose connections or mains power issue. | 1 - Check all cable connections are securely fitted and blue power light under the resistance is on.
2 - If still no power, check plug sockets and any extension leads are secure and in good working order.
3 - If still no power, Report a Problem. |
Software | The phone holder isn't working/has come off | Damaged. | Report a Problem. |
Software | The cooldowns and warm ups don't display anything | [ Known Issue ] | Currently being resolved for next Update. |
Footplate | The adjustable footplate has come off, how do I reattach it | A user has adjusted their foot position whilst weight applied on the heel restraint. | 1 - Slide the adjustable footplate up into the fixed moulding.
2 - Using a large flat head screwdriver, pivot the top of the adjustable footplate up through the fixed moulding and pull up. |
Software | The workout summary isn't displaying | Software Error | Report a Problem. |
Overall | A part is broken or damaged | - | Report a Problem. |
Footplate | The foot strap is frayed | - | Report a Problem. |
Seat | The seat is not running smoothly | There may be dust or dirt on the monorail. | 1 - Using a dry cloth or tissue, wipe the runners on the underside of the monorail.
2 - If not resolved, Report a Problem. |
Chassis | The degree of roll isn't very responsive | Possibly something obstructing the monorail from moving. | 1 - Check there are no obstructions around the front or rear bump stops.
2 - If there are no obstructions, Report a Problem. |
Software | There's no WiFi Connection | Poor Signal or Power Issue | 1 - Check Wifi Connection and reconnect if required.
2 - Check there is power to the small WiFi box underneath one of the FloatRowers.
3 - If unsuccessful, Report a Problem. |
Software | The workout display figures do not move / only show 0s | [ Known Software Issue ] | 1 - Turn the FloatRower On/Off from the switch under the footplate.
2 - Select 'Just Row' and test the roll angle is working.
3 - If still not working, repeat steps 1 to 2 until the roll angle works when rocking side to side. |
Display | The screen is blank. | There is a power issue. | Check all power connectors are pushed in fully and not damaged. |