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FAQ

Below are some helpful questions and answers about Total Gym equipment. Please contact us at any time via email at totalaccess@totalgym.com, or by calling 1-800-541-4900 ext. 5 for further explanation or if you have additional questions or concerns. When calling for information, please have the Serial Number of your equipment.

After the initial all market FAQs on Ordering and Payments, FAQ's are organized by Model Name. 
Commercial Fitness (ELEVATE):  Encompass  |  Core ADJ  |  Row ADJ  |  Jump  |  Press  |  Pull Up
Physical Therapy (Recovery Series):  RS Encompass PowerTower  |  RS Encompass  |  LEX  |  Row ADJ
Home Fitness (Heritage Collection):  Total Gym GTS  | Total Gym Row Trainer  |  Total Gym FIT  |  Total Gym XLS

All Markets: Ordering, Payment and Warranty Claims

What is the easiest way for me to place my order?

You can place your order online or call us directly at 1-800-541-4900 ext. 5 to place your order and pay over the phone.

I am on a payment plan, how do I make adjustments

As equipment purchased from Total Gym Commercial is not offered via payment plan, you have likely purchased from Total Gym Direct. Please contact them directly via their online contact form or call them at 1-800-501-4621.

Do you take payment via credit card?

We accept all credit or debit cards: Visa, MasterCard, Discover or American Express.

How do I file a warranty claim?

Total Gym treats warranty claims as a priority. To submit a warranty claim, please find out the model name, SKU, and serial # of your Total Gym unit. Contact Total Gym customer service department at 1-800-541-4900 ext. 5 or email totalaccess@totalgym.com. A Total Access representative will issue you an RMA number along with instructions for proper submission of the warranty claim.

Please note: Total Gym does not accept warranty or returned merchandise without an accompanying RMA number.
Or if you happen to have an older unit, we would love to chat about upgrade discounts.

How do I find out if my equipment is still under warranty?

Send us the model and serial # as well as the year of purchase and we can tell you. Email totalaccess@totalgym.com or call 1-800-541-4900 ext. 5. If you happen to have an older unit, we would love to chat about upgrade discounts!


Commercial Fitness (ELEVATE)

ELEVATE Encompass

Where do I find the serial and/or part number on my ELEVATE Encompass?

Model information sticker is on the back of the tower in the lower left. 

seriallabel_locations_FAQ_enc

What is the square footage needed for the ELEVATE Encompass?

27 square feet (this is just the equipment measurement)

What is the weight limit on the ELEVATE Encompass?
650lbs max load capacity
How do I change the level on my ELEVATE Encompass for more resistance?

Raising Rail Incline (Increase Resistance)

  1. Stand next to the top rails.

  2. Grasp the rail between the tower and the folding foot holder and lift to the desired level as shown on the incline scale.

  3. Push the rail down to ensure they engage into the tower.

Note: Squeeze the release handle as you raise the rails to avoid the ratcheting sound.

Lowering Rail Incline (Decrease Resistance

  1. Stand next to the top rails.

  2. Grasp the rail between the tower and the folding foot holder and lift it slightly.

  3. With the other hand, squeeze the release handle on top of the tower to unlock the tower cross arm.

  4. Continue squeezing the handle and lower the rails to the desired level shown on the incline scale on the side of the tower, then let go of the release handle.

  5. Push the rail down to ensure they engage into the tower.

Where can I find a resistance chart for the ELEVATE Encompass?

You may download the ELEVATE Encompass resistance charts here. Resistance charts are also found in your Owner's Manual, which is available under the download tab along with several other resources on the Encompass product page.

How long is my ELEVATE Encompass under warranty?

In the US, the ELEVATE Encompass includes:

  • Frame – 5 years

  • Parts & Upholstery – 1 year

  • Foam & Rubber – 90 days

Warranties outside the US may vary. Contact your local authorized distributor for details.

If you are having any issues with your unit, please give us a call at 1-800-541-4900 ext. 5 or email totalaccess@totalgym.com. Or if you happen to have an older unit, we would love to chat about upgrade discounts.

How do I change the pulleys on my unit?

Using an allen key, loosen the screws of the pulleys, this will remove the plastic covers and reveal the pulley. Remove the B-clip and pull the clevis pin and slide out the pulley wheel and off from the cable. Replace the bad pulley with new pulley, reattach the pulley by reversing the steps.

How do I replace the cover for the pulleys?

Using an allen key, loosen the screws of the pulleys, this will remove the plastic covers. Replace with new covers and tighten the screws.

How do I replace the handles on my unit?

Loosen the quick link attaching the cable to the handle, detach the handle from the pulley and replace with new handles and tighten the quick links.

How do I change the rollers on the ELEVATE Encompass?

Start by folding your machine into a folded position, always making sure to lock it. Take hold of the middle part of the glideboard and carefully lift and slide it off the rails. Using and allen key and wrench, loosen the nut and bolt on the rollers and remove the old ones from the unit, replacing them with your new rollers. Re-install your glideboard.

The glideboard on my unit has stopped rolling smoothly, what do I do?

To start with, we recommend to clean the rails at least once a week. If this doesn’t help, the rollers maybe worn and needs to be replaced. Contact your Total Access agent at totalaccess@totalgym.com to assess further.

How do I replace my glideboard pad?

Using an allen key, loosen and remove the screws from the end cap of the rails, and slide the glideboard off the rail. Set the glideboard on a table and unscrew the old pad from the frame. Install the new pad by aligning the holes to the frame and screwing it in.

What is the weight limit on the weight bar accessory?

300lbs (up to 150lbs on each side)

ELEVATE Core ADJ

Where do I find the serial number and/or part number on my ELEVATE Core ADJ?

Model information sticker is on the incline strut.  

seriallabel_locations_FAQ_core-1

How do I change the rollers?

Using an allen key, loosen and remove the screws from the end cap of the rails, and slide the glideboard off the rail. Next, loosen the nut and bolt on the rollers and remove the old ones from the unit, replacing them with your new rollers. Re-install your glideboard.

What is the square footage needed for the ELEVATE Core ADJ?

18 square feet (this is just the equipment measurement)

What is the weight limit on the ELEVATE Core ADJ?

400lbs

ELEVATE Row ADJ or Row

Where do I find the serial number and/or part number on my ELEVATE Row ADJ (or Row)?

Model information sticker is on the incline strut.

seriallabel_locations_FAQ_rowadj

How do I change the rollers?
Using an allen key, loosen and remove the screws from the end cap of the rails, and slide the glideboard off the rail. Next, loosen the nut and bolt on the rollers and remove the old ones from the unit, replacing them with your new rollers. Re-install your glideboard.
What is the square footage needed for the ELEVATE Row ADJ or Row?

24 square feet (this is just the equipment measurement)

 

How do I replace the resistance bungee cord on my ELEVATE Row ADJ or Row?
Raise the rails to the highest level. Unhook the old bungee (underneath the unit) and loosen the screw from the pulley, being careful not to fully remove the screw. Slide the old bungee out, replacing it with the new one. After putting the new bungee in, tighten the screw and reattach the loop ends of the bungee to the hooks.
How do I change the batteries on my ELEVATE Row ADJ or Row?
Using a screw driver, loosen the 4 screws to allow you to carefully pull the computer out of the unit. This will reveal the back side of the panel, allowing you to replace the AA batteries.
What is the weight limit on the ELEVATE Row ADJ?
400lbs

ELEVATE Jump

Where do I find the serial number and/or part number on my ELEVATE Jump?

Model information sticker is on the incline strut.

seriallabel_locations_FAQ_jump

How do I change the rollers?
Using an allen key, loosen and remove the screws from the end cap of the rails, and slide the glideboard off the rail. Next, loosen the nut and bolt on the rollers and remove the old ones from the unit, replacing them with your new rollers. Re-install your glideboard.
What is the square footage needed for the ELEVATE Jump?

22 square feet (this is just the equipment measurement)

How do I replace the bungees on my ELEVATE Jump?
Raise the rail up to the highest level. Unclip the bungee from under the top of the rail, and pull the bad bungee from the front side through the holes of the frame. Replace the new bungee and attach the clip.
How I stop my ELEVATE Jump from moving when in use?

The ELEVATE Jump has anchor feet with bolt holes should be bolted to the floor to keep the unit stationary during use.

To ensure you have positioned the ELEVATE Jump with enough clearance before bolting to the floor, first lower the Incline Strut to the lowest level. From the Floor Anchor Bolt Holes measure at least 104 inches [3.56 m] from the Bolt Holes behind the machine to any walkway, or at least 140 inches [3.56 m] away from any wall or obstruction.

Bolt down machine at Front Base through the Bolt Holes provided on the Anchor Feet. NOTE: Installation must be carried out by a Professional Installer.

This will warrant enough room for full range of motion of the Glideboard at the rear of the unit. 

NOTE: There should also be at least 3 feet (1 meter) distance between the Rear Base and a wall or walkway. Consult your local government guidelines.

What is the weight limit on the ELEVATE Jump?
400lbs

ELEVATE Press

Where do I find the serial number and/or part number on my ELEVATE Press?

Model information sticker is on the incline strut.

seriallabel_locations_FAQ_press

How do I change the rollers?
Using an allen key, loosen and remove the screws from the end cap of the rails, and slide the glideboard off the rail. Next, loosen the nut and bolt on the rollers and remove the old ones from the unit, replacing them with your new rollers. Re-install your glideboard.
What is the square footage needed for the ELEVATE Press?

18 square feet (this is just the equipment measurement)

What is the weight limit on the ELEVATE Press?
400lbs

ELEVATE Pull Up

Where do I find the serial number and/or part number on my ELEVATE Pull Up?

Model information sticker is on the incline strut.

seriallabel_locations_FAQ_pull

How do I change the rollers?
Using an allen key, loosen and remove the screws from the end cap of the rails, and slide the glideboard off the rail. Next, loosen the nut and bolt on the rollers and remove the old ones from the unit, replacing them with your new rollers. Re-install your glideboard.
What is the square footage needed for the ELEVATE Pull Up?

22 square feet (this is just the equipment measurement)

What is the weight limit on the ELEVATE Pull Up?
400lbs

ELEVATE Circuit

What is the square footage needed for the ELEVATE Circuit?

200 square feet

What are the weight limits on the ELEVATE Circuit equipment?

Max weight on each unit is 400lbs.

ELEVATE Super Circuit

What is the square footage needed for the ELEVATE Super Circuit?

230 square feet

What are the weight limits on the ELEVATE Super Circuit equipment?

The Encompass can hold a total of 650lbs, while the rest are 400lbs max weight.


Physical Therapy (Recovery Series)

Recovery Series Encompass PowerTower

Where do I find the serial and/or part number on my RS Encompass PowerTower?

Model information sticker is on the back of the tower in the lower left.

seriallabel_locations_FAQ_powtow

What is the square footage needed for the RS Encompass PowerTower?

27 square feet

What is the weight limit on the RS Encompass PowerTower?

650lbs max load capacity

How do I change the level on my unit for more resistance?
To change level up or down, locate the sticker on the inside of the top rail with one hand and the other hand squeezing the release lever on top of the tower.
Where can I find a resistance chart for my RS Encompass PowerTower?
You may download the RS Encompass PowerTower resistance chart here. Resistance charts are also found in your Owner's Manual, which is available under the download tab along with several other resources on the product page.
How do I change the pulleys on my unit?
Using an allen key, loosen the screws of the pulleys, this will remove the plastic covers and reveal the pulley. Remove the B-clip and pull the clevis pin and slide out the pulley wheel and off from the cable. Replace the bad pulley with new pulley, reattach the pulley by reversing the steps.
How do I replace the handles on my unit?
Loosen the quick link attaching the cable to the handle, detach the handle from the pulley and replace with new handles and tighten the quick links.
How do I replace the cable on my unit?
Using an allen key, loosen the screws of the pulleys, this will remove the plastic covers and reveal the pulley. Remove the B-clip and pull the clevis pin and slide out the pulley wheel- do this to the other 2 pulleys. Take the bad cable off and replace with a new one. Replace the pulley wheel, insert the clevis pin, lock it with the B-clip and reattach the cover and tighten the screws. Repeat these steps for the other 2 pulleys.
My RS PowerTower won’t go up or down, what do I do?

Check if there’s power to your outlet. If there’s power, check that the switch is flicked upwards, check the LED on top of the tower if it’s lit, if not lit this means the fuse is blown. To check and replace the fuse, unplug the cord from the wall outlet and pull the cord from the back of the tower. Locate the fuse box, the fuse box is located just to the side of the power plug and has an embossed photo of a fuse, Pry this box off using the flat end of the screw driver and this will reveal the fuse. There is an extra fuse inside this box, remove the bad fuse and replace with the extra fuse, reattach the fuse box and plug in the cord and wall outlet and check if the power is on. 

How do I change the rollers?
First fold your machine into folded position and make sure to lock it, grab hold of the middle part of the glideboard and carefully lift and slide the glideboard up off the rails. Lay the board on a table or any flat surface with the rollers facing up, using an allen key and adjustable wrench, loosen and remove the bolts and replace the rollers.
There is a squeaking sound coming from the rollers, do I need to replace them?
Maybe, but before you call us make sure everything is clean by taking a towel and wiping down the stainless steel inserts as well as the rollers themselves. If this doesn’t remedy the issue, let us know and we can help diagnose if you need replacement rollers.
What is the voltage of the RS Encompass PowerTower?

110-220 volts

How do I replace the fuse on my Recovery Encompass PowerTower?
The fuse box is located just to the side of the power plug and has an embossed photo of a fuse, pry this box off using the flat end of a screwdriver and this will reveal the fuse. There is an extra fuse inside this box, remove the bad fuse and replace with the extra fuse, reattach the fuse box
My remote control isn’t working, what should I do?
The remote control likely has a dead battery. To replace the battery, simply loosen the tip of the remote handles, remove the old batteries, and install new ones.
What is the weight limit on the weight bar accessory?

300lbs (up to 150lbs on each side)

Recovery Series Encompass

Where do I find the serial and/or part number on my RS Encompass?

Model information sticker is on the back of the tower in the lower left.

seriallabel_locations_FAQ_rsencompass

What is the square footage needed for the RS Encompass?

27 square feet

What is the weight limit on the RS Encompass?

650lbs max load capacity

How do I change the level on my RS Encompass for more resistance?

Raising Rail Incline (Increase Resistance)

  1. Stand next to the top rails.
  2. Grasp the rail between the tower and the folding foot holder and lift to the desired level as shown on the incline scale.
  3. Push the rail down to ensure they engage into the tower.

Note: Squeeze the release handle as you raise the rails to avoid the ratcheting sound.

Lowering Rail Incline (Decrease Resistance

  1. Stand next to the top rails.

  2. Grasp the rail between the tower and the folding foot holder and lift it slightly.

  3. With the other hand, squeeze the release handle on top of the tower to unlock the tower cross arm.

  4. Continue squeezing the handle and lower the rails to the desired level shown on the incline scale on the side of the tower, then let go of the release handle.

  5. Push the rail down to ensure they engage into the tower.

Where can I find a resistance chart for my RS Encompass?

You may download the RS Encompass resistance chart here. Resistance charts are also found in your Owner's Manual, which is available under the download tab along with several other resources on the product page.

What is the warranty on the RS Encompass?

In the US, the RS Encompass includes:

  • Frame – 5 years
  • Parts & Upholstery – 1 year
  • Foam & Rubber – 90 days

Warranties outside the US may vary. Contact your local authorized distributor for details.

If you are having any issues with your unit, please give us a call at 1-800-541-4900. Or if you happen to have an older unit, we would love to chat about upgrade discounts.

How do I change the pulleys on my unit?
Using an allen key, loosen the screws of the pulleys, this will remove the plastic covers and reveal the pulley. Remove the B-clip and pull the clevis pin and slide out the pulley wheel and off from the cable. Replace the bad pulley with new pulley, reattach the pulley by reversing the steps.
How do I replace the cover for the pulleys?
Using an allen key, loosen the screws of the pulleys, this will remove the plastic covers. Replace with new covers and tighten the screws.
How do I replace the handles on my unit?
Loosen the quick link attaching the cable to the handle, detach the handle from the pulley and replace with new handles and tighten the quick links.
How do I change the rollers on the RS Encompass?
Start by folding your machine into a folded position, always making sure to lock it. Take hold of the middle part of the glideboard and carefully lift and slide it off the rails. Using and allen key and wrench, loosen the nut and bolt on the rollers and remove the old ones from the unit, replacing them with your new rollers. Re-install your glideboard.
The glideboard on my unit has stopped rolling smoothly, what do I do?
To start with, we recommend to clean the rails at least once a week. If this doesn’t help, the rollers maybe worn and needs to be replaced. Contact your Total Access agent at support@totalgym.com to assess further.
How do I replace my glideboard pad?
Using an allen key, loosen and remove the screws from the end cap of the rails, and slide the glideboard off the rail. Set the glideboard on a table and unscrew the old pad from the frame. Install the new pad by aligning the holes to the frame and screwing it in.
What is the weight limit on the weight bar accessory?

300lbs (up to 150lbs on each side)

Recovery Series LEX

Where do I find the serial number and/or part number on my RS LEX?

Model information sticker is on the incline strut.

How do I change the rollers?

Using an allen key, loosen and remove the screws from the end cap of the rails, and slide the glideboard off the rail. Next, loosen the nut and bolt on the rollers and remove the old ones from the unit, replacing them with your new rollers. Re-install your glideboard.

What is the square footage needed for the RS LEX?

22 square feet

How do I replace the bungees on my RS LEX?

Raise the rail up to the highest level. Unclip the bungee from under the top of the rail, and pull the bad bungee from the front side through the holes of the frame. Replace the new bungee and attach the clip.

How I stop my RS LEX from moving when in use?

The RS LEX has anchor feet with bolt holes should be bolted to the floor to keep the unit stationary during use.

To ensure you have positioned the RS LEX with enough clearance before bolting to the floor, first lower the Incline Strut to the lowest level. From the Floor Anchor Bolt Holes measure at least 104 inches [3.56 m] from the Bolt Holes behind the machine to any walkway, or at least 140 inches [3.56 m] away from any wall or obstruction.

Bolt down machine at Front Base through the Bolt Holes provided on the Anchor Feet. NOTE: Installation must be carried out by a Professional Installer.

This will warrant enough room for full range of motion of the Glideboard at the rear of the unit. 

NOTE: There should also be at least 3 feet (1 meter) distance between the Rear Base and a wall or walkway. Consult your local government guidelines.

What is the weight limit on the RS LEX?

400lbs

Recovery Series Row ADJ

Where do I find the serial number and/or part number on my ELEVATE Row ADJ?

Model information sticker is on the incline strut. NOTE: While the ELEVATE Row ADJ is shown below, but the information appears in the same location on the RS Row ADJ.

seriallabel_locations_FAQ_rowadj

 

How do I change the rollers?

Using an allen key, loosen and remove the screws from the end cap of the rails, and slide the glideboard off the rail. Next, loosen the nut and bolt on the rollers and remove the old ones from the unit, replacing them with your new rollers. Re-install your glideboard.

What is the square footage needed for the RS Row ADJ?

12 square feet

How do I replace the resistance bungee cord on my RS Row ADJ?

Raise the rails to the highest level. Unhook the old bungee (underneath the unit) and loosen the screw from the pulley, being careful not to fully remove the screw. Slide the old bungee out, replacing it with the new one. After putting the new bungee in, tighten the screw and reattach the loop ends of the bungee to the hooks.

How do I change the batteries on my RS Row ADJ?

Using a screw driver, loosen the 4 screws to allow you to carefully pull the computer out of the unit. This will reveal the back side of the panel, allowing you to replace the AA batteries.

What is the weight limit on the RS Row ADJ?

400lbs


Home Fitness (Heritage Collection)

Total Gym GTS

Where do I find the serial and/or part number on on my Total Gym GTS?

Model information sticker is on the back of the tower in the lower left on the Total Gym GTS.

seriallabel_locations_FAQ_GTS-1

What is the square footage needed for the Total Gym GTS?

27 square feet

What is the weight limit on the Total Gym GTS?

650lb max load capacity

Where can I find a resistance chart for the Total Gym GTS?
You may download the Total Gym GTS resistance charts here. Resistance charts are also found in your Owner's Manual, which is available under the download tab along with several other resources on the GTS product page.
How long is my Total Gym GTS under warranty?
In the US, the Total Gym GTS includes:
  • Frame – 5 years
  • Parts & Upholstery – 1 year
  • Foam & Rubber – 90 days

Warranties outside the US may vary. Contact your local authorized distributor for details.

If you are having any issues with your unit, please give us a call at 1-800-541-4900. Or if you happen to have an older unit, we would love to chat about upgrade discounts.

How do I replace the cover for the pulleys?
Using an allen key, loosen the screws of the pulleys, this will remove the plastic covers. Replace with new covers and tighten the screws.
How do I change the pulleys on my unit?

Using an allen key, loosen the screws of the pulleys, this will remove the plastic covers and reveal the pulley. Remove the B-clip and pull the clevis pin and slide out the pulley wheel and off from the cable. Replace the bad pulley with new pulley, reattach the pulley by reversing the steps. 

How do I replace the handles on my unit?

Loosen the quick link attaching the cable to the handle, detach the handle from the pulley and replace with new handles and tighten the quick links. 

How do I change the rollers on the GTS?
Start by folding your machine into a folded position, always making sure to lock it. Take hold of the middle part of the glideboard and carefully lift and slide it off the rails. Using and allen key and wrench, loosen the nut and bolt on the rollers and remove the old ones from the unit, replacing them with your new rollers. Re-install your glideboard. 
The glideboard on my unit has stopped rolling smoothly, what do I do?
To start with, we recommend to clean the rails at least once a week. If this doesn’t help, the rollers maybe worn and needs to be replaced. Contact your Total Access agent at support@totalgym.com to assess further.
How do I replace my glideboard pad?
Using an allen key, loosen and remove the screws from the end cap of the rails, and slide the glideboard off the rail. Set the glideboard on a table and unscrew the old pad from the frame. Install the new pad by aligning the holes to the frame and screwing it in.
What is the weight limit on the weight bar accessory?

300lbs (up to 150lbs on each side)

Total Gym Row Trainer

What is the square footage needed for the Total Gym Row Trainer?

12 square feet

What is the weight limit on the Total Gym Row Trainer?

400lbs

Total Gym FIT

What is the square footage needed for the Total Gym FIT?

12 square feet

What is the weight limit on the Total Gym FIT?

450lbs

For additional questions on the Total Gym FIT...
Please visit our partner website at totalgymdirect.com/shop/total-gym-fit/

Total Gym XLS

What is the square footage needed for the Total Gym XLS?

12 square feet

What is the weight limit on the Total Gym XLS?

400lbs

For additional questions on the Total Gym XLS...
Please visit our partner website at totalgymdirect.com/shop/total-gym-xls/