Dear customer, 😊

We regret that you are having problems with your (new) device.

If the rowing strokes are not being counted, but the display is still working, there could be several reasons:

- The connection to the computer is interrupted somewhere or not secure

- The sensor cables or sensors are defective

- One of the two magnets on the coil has fallen off

To resolve your issue as quickly as possible, it would be very helpful if you had the opportunity to inspect the device yourself. This gives us the chance to get an overview of the fault pattern and to support you in the best possible way.

In the first step, we therefore make sure that all connections of the sensor cables are properly engaged and connected. Check along the black sensor cables coming out of the computer to see if they are properly connected and correct them if necessary.

Has this solved the problem? Great! Enjoy your rowing. 

If all cables are correctly connected, the second step is to open the device. If you are still within the warranty period of 24 months, do not worry, as this remains unaffected.

In this step, we now want to ensure that none of the magnets have come loose from their position (see illustration).

Correct position of the magnets in a rowing machine

If the magnets are not in the correct position, you can simply reattach them to the position from the picture, and the device is ready to operate again! 

Now, there might be a slim chance that you have followed all the steps and the rowing strokes are still not being counted. In this case, we would assume that the sensors are unfortunately defective and need to be replaced.

If you are still within the warranty period of 24 months after purchase, please send us a request according to the criteria below. We will then be happy to check your request and send you new sensor cables if required.

If you are no longer within the 24-month warranty period, you can purchase new sensor cables via the following link: Sportplus Sensor Cable

If you have any further questions, we ask you to submit a new inquiry using our contact form.

To help you as quickly as possible, please provide us with the following information:

• Meaningful subject
• Copy of your invoice
• Your full name
• Your address
• Your email address and/or phone number
• Several photos or a video that clearly and understandably shows your issue.

As soon as we receive your inquiry, we will review the case and get back to you.

Here you can submit an inquiry:

Submit inquiry now

We hope to be able to solve your problem quickly and easily.

Sporting regards,

Your Customer Happiness