Frequently Asked Questions
General
What is Full Service Delivery?
Full Service delivery includes freight transportation to your address and placement inside your home. The delivery company will contact you prior to the delivery to schedule a date and time (4 hour window) for your delivery. The delivery personnel place your NuStep in your chosen location within your home*. They will also take the product packaging material away from your home.
NOTE: Prior to delivery, please ensure there is a clear path to the location you want your NuStep cross trainer placed. Delivery personnel will not move furniture.
*If you order a T5, T5XR, or T5XRW and the unit will be placed in a location that requires delivery personnel to take it up or down a flight of stairs and/or move it around a tight corner, please notify your Sales Representative at 1-800-322-2209 at the time of purchase. These units are packaged differently (in two pieces) and require some assembly. Additional charges may apply.
Will the Delivery Personnel Show Me How To Use The NuStep?
No, the delivery personnel do not show you how to use the NuStep. They are contracted for deliveries only.
What is Dock-to-Dock Delivery?
Dock-to-dock delivery includes freight transportation to your address and delivery to your driveway or curb. A delivery appointment day and time is not offered with dock-to-dock delivery services. You are responsible for moving the NuStep(s) from the delivery point to the desired location. You are also responsible for disposing of all the packaging material.
NOTE: Dock-to-Dock delivery is recommended for professional settings only, where personnel are available to lift heavy equipment. Depending on the model ordered, a NuStep cross trainer weighs between 210 to 315 lbs once it is out of the box.
How Do I Clean My NuStep?
Please see our cleaning document for detailed instructions for all NuStep equipment.
Why Is My QR Code Not Working?
Your NuStep is ready for a QR code refresh! For an updated QR code decal or software update (free of charge), please complete the form here. The new QR code will be shipped to you via UPS/FedEx, and tracking information will be sent to the email address submitted.
T4r
How do I get help if my NuStep machine is not working properly?
Call our Technical Support Team at 800.322.4434 or +1 734.769.3939 for international. You can also send an email message to support@nustep.com
What cleaning products should I use to clean my NuStep machine?
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 NuStep products.
How do I view system information?
To open the T4r system information screens, press the SELECT and QUICK START buttons simultaneously. Next, use the blue – or + buttons to view the following screens:
- Date and time
- Total hours of use
- Total hours of Pace Partner program use
- Total number of steps taken
- Total number of file writes to USB flash drive
- Product serial number
- Software boot loader version
- Console software version
How do I switch between pounds and kilograms on the display?
Press the WEIGHT + or WEIGHT – button. The currently configured weight will be displayed along with either an “LB” or “KG” icon. Simultaneously press the WEIGHT + and WEIGHT – buttons to switch between English and metric units of measure.
How does the T4r monitor heart rate?
The T4r uses Polar heart rate technology and the user must be wearing a chest strap. Call 800.322.4434 to purchase a Polar transmitter belt.
What is the weight limit on the T4r?
The weight limit for the T4r is 400 pounds.
Where is the serial number located on my T4r?
The serial number is located on the rear support tube of the main frame.
Do any T4r parts contain latex?
No, they don’t.
How does the Pace Partner program work?
Press the PACE PARTNER button to begin program set up. The default pace partner pace will appear in the SPM display. To increase or decrease the default SPM pace, press the pace partner – or + buttons until the desired pace displays in the console window then press the SELECT button to complete the program set up. Start stepping and increase your stepping speed so you are able to keep up with your pace partner. During your workout, you may increase or decrease the selected pace by using the – or + buttons.
How do you power the T4r?
The T4r is powered with 4 AA alkaline batteries or 4 NiHM rechargeable batteries may be used. The NuStep battery access cover is located on the backside of the console. A coin may be used to remove the cover- see user manual for instructions. The T4r does not have a AC adapter.
How many steps are equivalent to one mile?
1,824 steps
T5
How do I get help if my NuStep machine is not working properly?
Call our Technical Support Team at 800.322.4434 or +1 734.769.3939 for international. You can also send an email message to support@nustep.com
What cleaning products should I use to clean my NuStep machine?
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 NuStep products.
How does the T5 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 is the weight limit on the T5?
The weight limit for the T5 model is 500 pounds.
Where does the AC adapter plug into my T5?
The AC adapter plugs in at the front of the unit, near the floor.
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 should I do?
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 800.322.4434.
How do I view the cumulative steps on my T5?
After pressing the Quick Start button, press the “Swap Display” 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.
Do any T5 parts contain latex?
No, they don’t.
How many steps are equivalent to one mile?
1,810 steps
T5XR / T5XRW
How do I get help if my NuStep machine is not working properly?
Call our Technical Support Team at 800.322.4434 or +1 734.769.3939 for international. You can also send an email message to support@nustep.com
What cleaning products should I use to clean my NuStep machine?
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 NuStep products.
How does the T5XR / T5XRW monitor heart rate?
The T5XR / T5XRW 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 T5XR / T5XR models. Call 800.322.4434 to purchase a Polar transmitter belt.
My Polar heart rate belt from my T4 does not work with my T5XR / T5XRW. What’s wrong?
The T5XR / T5XRW models use a “coded” Polar belt. “Un-coded” Polar belts used with the T4 (TRS 4000) are not compatible with the T5XR / T5XRW. “Coded” T5XR / T5XRW Polar belts, however, will function with the TRS4000.
What is the weight limit on the T5XR / T5XRW?
The weight limit for the T5XR / T5XRW model is 600 pounds.
Where does the AC adapter plug into my T5XR / T5XRW?
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 T5XR / T5XRW is not sitting on the cord.
The display on my T5XR / T5XRW says “Low Battery.” What should I do?
Plug the T5XR / T5XRW 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 T5XR / T5XRW.
The display on my T5XR / T5XRW will not turn on. What should I do?
The T5XR / T5XRW 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 T5XR / T5XRW.
The battery may be dead on your T5XR / T5XRW. Plug the AC adapter into your T5XR / T5XRW. Click here for instructions. If it still does not turn on, please call customer support at 800.322.4434.
How do I view the cumulative steps on my T5XR / T5XRW?
After pressing the Quick Start button, press the “Swap Display” button and the “Enter” button at the same time. A screen will appear showing total steps.
Where is the serial number located on my T5XR / T5XRW?
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.
Do any T5XR / T5XRW parts contain latex?
No, they don’t.
How many steps are equivalent to one mile?
1,810 steps
T6
How do I get help if my NuStep machine is not working properly?
Call our Customer Service Team at 800.322.4434 or +1 734.769.3939 for international. You can also send an email message to support@nustep.com
What cleaning products should I use to clean my NuStep machine?
Please see our cleaning document for detailed instructions for all NuStep equipment.
Can I operate my T6 without plugging in the AC adapter?
The T6, unlike the T4r and T5/T5XR, does not have an internal battery and the AC Adapter must be plugged in to an outlet to operate the console.
Where does the AC adapter plug into my T6?
The AC adapter plugs in a the very front or rear of the unit, right near the floor. It may be easier to see the plug using a flashlight.
I am trying to enter the admin under system controls. What is my password?
The Password is the unit’s serial number entered in reverse order.
Where is the serial number located on my T6?
System Settings (Gear Icon), Diagnostic, Historical and Versioning
The serial number is also located at the rear of the unit near the floor on the lower right frame cover.
The display on my T6 will not turn on. What should I do?
Power cycle the unit by unplugging the AC adapter and after approximately 10 seconds, plug it back in. If the console still does not turn on, please call technical support at 800-322-4434
How do I view cumulative steps on my T6?
System Settings (Gear Icon), Diagnostic, Historical and Versioning, Sys Total Steps at the bottom, center.
Do any T6PRO or T6MAX contain latex?
No, they don’t
How many steps are equivalent to one mile?
a. 1,810 steps
UE8
For questions regarding the UE8PRO or UE8MAX, please contact our technical support team at 800.322.4434.
RB8
For questions regarding the RB8PRO or RB8MAX, please contact our technical support team at 800.322.4434.
Americans with Disabilities Act and Disabled Access Tax Credit
What is the Americans with Disabilities Act (ADA)?
The Americans with Disabilities Act is a federal civil rights law that protects people with disabilities from discrimination in many areas of public life. The ADA requires that public facilities be accessible and usable by individuals with disabilities.
What does it mean to be ADA compliant?
ADA compliance is about public businesses providing people with disabilities access to their facilities and making accommodations to enhance access. It also means providing access to the same services and programs as people without disabilities.
How does it relate to recreation facilities and exercise equipment?
Recreation facilities, including sports facilities, are among the facilities required to comply with the ADA. To be ADA compliant, a facility should provide accessible exercise options that allow individuals with disabilities to participate in comparable fitness activities, e.g., a cardio machine, but is accessible to people with disabilities.
In the Guide to the ADA Accessibility Standards issued by the U.S. Access Board in the section, Exercise Equipment and Machines, it states, “operators are encouraged to select exercise equipment that provides fitness opportunities for persons with lower body extremity disabilities.”
Does that mean exercise equipment is ADA compliant?
No. Exercise equipment is not designated as ADA compliant.
Are there requirements regarding exercise equipment?
The center must make sure that there is enough clear floor space leading to and around the equipment (30 x 48 inches for equipment that is accessed on all sides) so that a person with limited mobility, e.g., a person in a wheelchair, can approach the equipment via an accessible route and transfer on and off (or roll up to) without encountering physical barriers.
In that regard, the facility is then ADA compliant. In essence, having NuStep equipment and positioning it so that it is accessible from all sides helps the fitness center meet the standards for ADA compliance.
Is there a tax credit for buying exercise equipment for users with disabilities?
Yes. To assist businesses with complying with the ADA, Section 44 of the IRS Code allows a tax credit – up to $5000 – for small businesses. The Disabled Access Credit is a credit for small businesses that incur expenses, such as buying inclusive exercise equipment, to facilitate greater access to people with disabilities. An eligible small business is one that:
- earned $1 million or less in the previous year, or
- had no more than 30 full-time employees in the previous year.
Businesses can claim the credit for eligible access expenditures by filing Form 8826, Disabled Access Credit. The business can claim the credit each year they have an access expenditure. For details on eligible access expenditures, see Form 8826.
In that regard, the facility is then ADA compliant. In essence, having NuStep equipment and positioning it so that it is accessible from all sides helps the fitness center meet the standards for ADA compliance.
Is NuStep equipment eligible as an access expenditure?
NuStep recumbent cross trainers, upper body ergometers and recumbent bikes facilitate compliance with ADA requirements and therefore may be an eligible access expenditure. Eligibility depends on the purchaser’s specific circumstances, intended use of the equipment, and whether the expenditure is reasonable and necessary to improve access for individuals with disabilities.
NuStep is a pioneer in the development of high-quality inclusive exercise equipment that accommodates users with a wide range of medical conditions and disabilities. NuStep also designs and distributes adaptive accessories that improve accessibility and ease of use for users with disabilities.
How can people get more information about the Disabled Access Credit?
NuStep does not offer tax advice. For the most detailed and up-to-date information about the Disabled Access Credit, people should consult with their tax advisor.