Customer Service: T5XR and T5 FAQ
NuStep T5XR and T5 Frequently Asked Questions
NOTE: Questions and answers apply to both the T5XR and T5 models.
- How do I get help if my NuStep is not working properly?
- What cleaning products should I use to clean my NuStep?
- How do the T5 models monitor heart rate?
- My Polar® heart rate belt from my T4 does not work with my T5. What's wrong?
- What are the weight limits for the T5 models?
- Where does the AC adapter plug into my T5?
- The display on my T5 says "Low Battery". What should I do?
- The display on my T5 will not turn on. What's wrong?
- How do I view the cumulative steps on my T5?
- Where is the serial number located on my T5?
- What should I use to clean my T5?
- Do any of the T5 components contain latex?
- How many steps are equivalent to 1 mile on the T5?
NuStep T5XR and T5 Frequently Asked Questions
How do I get help if my NuStep is not working properly?
Call our Customer Service Team at 1-800-322-4434. Our Customer Service staff is ready to assist you with your service questions from 8:00 a.m.to 5:30 p.m. ET Monday through Friday. You can also email us at support@nustep.com.
What cleaning products should I use to clean my NuStep?
The unit may be cleaned with any mild, non-toxic, and non-abrasive cleaner. Organic cleaners are recommended. Use cleaning products as specified by the applicable manufacturer.
Note: Bleach and alcohol based cleaners may discolor the NuStep products.
NuStep has tested the following cleaning products and found they do not discolor the NuStep products when used in accordance with the manufacturer instructions. NuStep is unable to verify the manufacturer’s product efficacy as disinfectants. All questions regarding the products’ ability to disinfect should be directed to the manufacturer of the applicable product.
Product |
Manufacturer |
Disinfectant |
Nature's Source |
No |
|
Green Works |
No |
|
PureGreen24 |
Yes |
|
Clean Naturally of Cape Cod |
Yes |
|
Simple Green |
No |
How do the T5 models monitor heart rate?
The T5 models can monitor heart rate by placing both hands on the contact heart rate grips located just below the arm rests and beside the seat cushion. A coded Polar® belt can also be worn while exercising on the T5 models. Call 800-322-4434 to purchase a Polar® transmitter belt.
My Polar® heart rate belt from my T4 does not work with my T5. What's wrong?
The T5 models use a “coded” Polar® belt. “Un-coded” Polar® belts used with the T4 (TRS 4000) are not compatible with the T5. “Coded” T5 Polar® belts, however, will function with the TRS4000.
What are the weight limits for the T5 models?
- The weight limit for the T5 model is 500 pounds.
- The weight limit for the T5XR model is 600 pounds.
Where does the AC adapter plug into my T5?
The AC adapter plugs in at the very front of the unit, right near the floor. It may be easier to see the plug using a flashlight. Click here for instructions. If your wall plug is behind the unit, the adapter cord can be run down the very center of the unit. Be sure that the T5 is not sitting on the cord.
The display on my T5 says "Low Battery". What should I do?
Plug the T5 into the AC adapter in order to let the battery charge. Click here for instructions. Using a faster stepping speed will also charge the battery on the T5.
The display on my T5 will not turn on. What's wrong?
- The T5 may be in “Battery-Saver” mode. This will occur if the unit has not been used in a 1 week time period. Simply pedal as quickly as possible to wake up the T5.
- The battery may be dead on your T5. Plug the AC adapter into your T5. Click here for instructions. If it still does not turn on, please call customer support at 1-800-322-4434.
How do I view the cumulative steps on my T5?
From the main screen, press the “Time Up” button and the enter button at the same time. A screen will appear showing total steps.
Where is the serial number located on my T5?
From the main screen, press the “Info Menu” button and scroll down to the “Contact and Product” section. Press enter and the serial number will be displayed on the right hand side of the display.
The serial number is also located at the rear of the unit near the floor, just below the seat rail.
What should I use to clean my T5?
The unit should be cleaned with any mild, non-toxic, and non-abrasive cleanser. Organic cleaners are highly recommended. Be sure to spray the cleaner on a rag and then wipe the unit down. Do not spray the cleaner directly on the unit. Rinsing is recommended after any cleanser is used. Note: Bleach and alcohol based cleaners may discolor T5 surfaces.
Do any of the T5 components contain latex?
No.
How many steps are equivalent to 1 mile on the T5?
1,810 steps.