If you are experiencing a technical issue, we recommend you have the following on hand:
1. Order ID or email address associated with your account
2. A photo or video of the issue for reference.
- Video length: ~15 secs
- Video Size: 20MB or under (anything larger will be rejected as an email attachment)
- Volume lowered in the provided video unless the issue relates to the speakers
- The video should be focused on the area where the issue is being reported
3. Device Serial Numbers
- On your Peloton touchscreen, click the 3 dots located on the bottom-right of the display
- Click the "About" tab and notate the Peloton ID
Providing this information helps our Member Support Team efficiently diagnose and resolve your issue — getting you back up and running as quickly as possible.