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FREQUENTLY ASKED QUESTIONS


MEMBERSHIP DETAILS




PROFILE\ACCOUNT




ABOUT JRNY




USING JRNY




JRNY WITH MOTION TRACKING



MEMBERSHIP DETAILS

How much does a JRNY membership cost?

Membership prices vary by location but can be found at the following JRNY sites:

 * US - JRNY.com
 * CA - ca.JRNY.com
 * International (Set up within the JRNY App):
   * Google Play Store
   * Apple App Store

What are the differences between the JRNY All-Access and Mobile-Only
subscriptions?

A single subscription tier is all that is needed. Determining what is
appropriate for you should be based on your product and use. Below we break down
the two options.

 * A JRNY All-Access subscription requires any of our BowFlex built-in
   touchscreen cardio products. Members have access to everything JRNY has to
   offer: streaming entertainment, profiles for your household, workout anywhere
   with access to the JRNY app for your mobile device.
 * A JRNY Mobile-Only subscription is designed for members who use their mobile
   device (phone or tablet) with any compatible BowFlex or Schwinn connected
   products–including the SelectTech line. Whether you use the JRNY app at home
   or on-the-go, members have access to all the JRNY fitness content: Motion
   Tracking, adaptive workouts, trainer-led videos, whole body workouts, and
   more. Note: The JRNY Mobile-Only subscription is not compatible on BowFlex
   built-in touch screen cardio products.

Is JRNY available outside the US?

JRNY is available (in English only) outside the US through ca.JRNY.com for
people located in Canada and the Google Play/Apple App Stores for all other
locations outside of the US.

How do I begin my free trial?

To start your free trial please visit the respective JRNY site for your
location:

 * US - JRNY.com
 * CA - ca.JRNY.com
 * International (Set up within the JRNY App):
   * Google Play Store
   * Apple App Store

How does the free trial work?

Once you’ve completed trial membership registration through JRNY.com, you’ll use
the same credentials to log into the JRNY app and begin your profile setup.

Can I purchase more than one membership? Do I need more than one?

Membership benefits will be shared to all users on any JRNY-compatible machine.
Strength & Whole Body users without a built-in touchscreen or
Bluetooth-compatible machine will require their own membership.

How do I cancel my membership?

To cancel your membership:

 * Sign in to your account on JRNY.com
 * Go to Manage Account in the menu dropdown (this is the round profile button
   on desktop or the menu button on mobile).
 * At the bottom of the Membership & Billing screen, select ‘Cancel Plan’.

How do I switch the terms of my membership? Monthly/annual?

To switch your plan terms to monthly or annual:

 * Sign in to your account on JRNY.com
 * Go to Manage Account in the menu dropdown (this is the round profile button
   on desktop or the menu button on mobile).
 * On the Membership & Billing screen, select the toggle switch. If you are on a
   monthly plan, you’ll be prompted to switch to an annual plan and vice versa.
   Select ‘SWITCH TO MONTHLY [or ANNUAL]’.
 * Please note that your new terms will not go into effect until the next
   billing cycle. The only exception to this is if your membership is paused. In
   this case, your new terms will be effective immediately and you will be
   billed at the new rate as soon as you confirm the switch.
 * Read the disclosure statement and select ‘CONFIRM’.

Can I use JRNY without connecting it to a product?

You will have access to the Journal, Strength and & Whole Body workouts when not
connected to your product. Machine-specific workouts are only available when
connected.

How do I set up a membership if I bought a used machine?

Whether you bought a new or used product, the sign up process for a JRNY
membership will be the same. Start by creating an account.

Can I use my membership across different machines? At the same time?

Yes. Your JRNY membership can be used simultaneously across up to five
JRNY-compatible products at a time.

How do I know if a product is compatible with JRNY?

To learn if a product is compatible with JRNY:

 * US Products - go here
 * CA Products - go here
 * Products outside of US and CA - go here

Will my membership auto-renew? Can I stop it from renewing?

JRNY membership trials are automatically set to renew according to the payment
terms selected. You can manage your membership and renewal terms any time at
JRNY.com.

PROFILE\ACCOUNT

How do I log into my account? (website and app)

Using your email & password, sign in on the JRNY website to manage your
membership or log in to the JRNY app to start your workouts. Your login
credentials will be the same on the JRNY website and in the JRNY app.

How do I change my password?

To change your password without signing in:

 * Go to Forgot Password
 * Enter your email. If your email is associated with an account, we’ll send you
   a confirmation code.
 * Fill in the Confirmation Code, New Password, and Confirm New Password fields.
 * Select ‘RESET PASSWORD’.

To change your password when signed in:

 * Sign in to your account on JRNY.com
 * Go to ‘Manage Account’ in the menu dropdown (this is the round profile button
   on desktop or the menu button on mobile).
 * Select the ‘Password’ tab on desktop, or from the slide-in menu on mobile
   (select the back arrow to the left of the page heading).
 * Fill in the Current Password, New Password, and Confirm New Password fields.
   If you don’t remember your current password, you can reset your password
   here.
 * Select ‘CHANGE PASSWORD’.

Can I update my email?

Contact Support by using the Feedback & Support option under Profile within the
JRNY app, or by emailing JRNYPlatform@nautilus.com

How do I change/update my billing address?

To change/update your billing address:

 * Sign in to your account on JRNY.com
 * Go to ‘Manage Account’ in the menu dropdown (this is the round profile button
   on desktop or the menu button on mobile).
 * From the Membership & Billing screen, select ‘UPDATE INFO’.
 * Update your billing address details and select ‘UPDATE’.
 * Note for Synchrony customers: If you’re currently paying for your membership
   through Synchrony Financing, you’ll need to switch your payment method to a
   credit card (Visa, MasterCard, Amex, or Discover) if you want to manage your
   billing info through JRNY.com. Once you do this, you won’t be able to switch
   back to Synchrony Financing.

How do I change/update my credit card?

To change/update your credit card:

 * Sign in to your account on JRNY.com
 * Go to ‘Manage Account’ in the menu dropdown (this is the round profile button
   on desktop or the menu button on mobile).
 * From the Membership & Billing screen, select ‘UPDATE INFO’.
 * Update your credit card details and select ‘UPDATE’. For security purposes,
   you will need to re-enter all the details of your card, even if you’re only
   updating the expiration date.

How do I pause my membership?

This option is only available on a monthly plan.

 * Sign in to your account on JRNY.com
 * Go to Manage Account in the menu dropdown (this is the round profile button
   on desktop or the menu button on mobile).
 * At the bottom of the Membership & Billing screen, select ‘Pause Membership’.
 * Choose how long you’d like to pause.
 * Select ‘Schedule Pause’.
 * Your membership will pause at the beginning of your next billing cycle. You
   can cancel the scheduled pause any time before that.

How do I resume a paused membership?

This option is only available on a monthly plan.

 * Sign in to your account on JRNY.com
 * Go to ‘Manage Account’ in the menu dropdown (this is the round profile button
   on desktop or the menu button on mobile).
 * At the top of the Membership & Billing screen, select ‘RESUME MEMBERSHIP’.
 * Note that you will be billed immediately for the current month and that your
   billing cycle will change.
 * Select ‘CONFIRM’.

How do I remove profiles from my account?

To remove profiles from your account:

 * Sign in to your Profile within the JRNY app (If using the JRNY mobile app,
   connect to your machine).
 * Tap your initials in the top left corner followed by “Manage Profiles” in the
   dropdown menu.
 * Select any Profiles you wish to remove and then choose “Unpair” to confirm
   removal.

How do I add a user to my account/machine/app?

Depending on how you are using JRNY:

 * BowFlex Touchscreen Products:
   * Tap your initials in the top left corner.
   * Select Create a Profile to add a new Profile, or Log Out to allow an
     existing user to Log In.
 * JRNY App on Mobile Devices (Must be completed using the membership holder’s
   phone or tablet.)
   * Log in to the membership holder’s Profile.
   * Once connected to your machine, tap your initials in the top left corner.
   * Select Create Profile to add a new user or Log in with an existing Profile.
   * Connect to the machine once again to complete the process.

Note: It’s not currently possible to share membership benefits without a
JRNY-compatible BowFlex Touchscreen product or Bluetooth connectable machine.

ABOUT JRNY

What is JRNY?

JRNY is an adaptive fitness membership that evolves to fit you better with each
use. It suggests personalized workouts that adapt to you and your fitness needs,
helping you make progress towards your unique fitness goals.

How does it work?

First, the JRNY platform assesses your fitness level and designs workouts
tailored to you and your personal fitness journey. Then, it recommends workouts
based on your abilities and the workout experiences you favor. Finally, your
JRNY® workouts automatically adjust over time as you progress. As you evolve,
the more your workouts adapt to keep you challenged. This removes the guesswork
and creates a personalized fitness plan you can stick to for long-term success.

What features does the JRNY membership offer?

Through JRNY:

 * You can perform Adaptive Workouts based on your fitness level, ride or run
   through global destinations with Explore the World, and follow along with
   world-class trainers with our library of trainer-led videos
 * You can also access workouts curated Just for You based on your previous
   preferences.

How do I download the app?

The JRNY App can be downloaded from your device’s App Store.

USING JRNY

Am I able to mirror or cast JRNY onto a larger screen?
 * While the JRNY app is designed to be used with your device on the go,
   mirroring to a TV or larger screen is a great way to enhance the experience
   and get the most out of your workouts. Check out the mirroring options in
   your personal streaming device or TV to learn more.

Note: A third party device is needed to cast the JRNY app (ex. Chromecast, Apple
TV, etc.)

What metrics does the JRNY platform share with me?

You can customize your metrics bar by toggling certain metrics on and off using
the gear icon menu during a workout. Metrics customization is only available on
BowFlex Touchscreen products and within Adaptive or Explore the World workouts.

 * Time (Remaining) - Time remaining until workout ends
 * Time (Total) - Time elapsed since start of workout
 * Interval Timer (Middle of Screen) - Time remaining in the current interval
 * Calories - Calories burned since start of workout
 * RPM - Revolutions per minute
 * Resistance/Incline - Numeric value showing current level
 * Burn Rate - Amount of Calories per minute burned, calculated based on
   Resistance & Speed
 * Heart Rate - Reading of heart rate from Bluetooth HR monitor or HR hand zones

JRNY WITH MOTION TRACKING

Why is the Dumbbells tab not showing on my device?

The Dumbbells Tab is only displayed when a BowFlex™ SelectTech™ 552 or 1090
dumbbell has been added to your home gym. To add dumbbells to your home gym, go
to your Profile Tab, then Manage Home Gym, and add the dumbbell. Be sure to Save
the addition to your profile. Once complete, select the program tab then the
dumbbell tab.

What does the “Device Partially Supported” message mean?

The device running the JRNY app may have an older or outdated processor (armv7
processors) that cannot handle some of the features of the motion tracking
system. Certain features may be disabled when using this device with the app.

Some unsupported devices:

 * Samsung Galaxy Tab A7 (SM-T500)
 * Samsung Galaxy Tab A 10.1 (2019) (SM-T510)
 * Samsung Galaxy Tab A 10.1 (SM-T580)
 * Amazon Fire HD 10 (KFMAWI)
 * Samsung Galaxy Tab 4 10.1 (SM-T350)

How do I get JRNY motion tracking to recognize my forms?

First, make sure that you're in full view of the camera. The motion tracking
system will guide you through two body positions to ensure it can accurately
count your reps and provide form guidance.

 * Stand facing the camera with your arms fully extended above your head. You
   may need to move back so that your body is in full view.
 * Lay on the floor parallel to the camera (phone or tablet) with your arms
   fully extended in front of you. You may need to lower the tablet or tilt (if
   using a tablet stand) the camera until your body is in full view.

Why is JRNY motion tracking missing my first reps?

There tends to be a second or two delay between when the coach says to get
started and when the workout timer begins. Pause to begin your reps until the
workout timer sounds and starts.

Why is JRNY not tracking my reps accurately?

It’s likely that the software is having trouble separating your form from the
background. We suggest wearing a contrasting outfit from the background. And if
possible, select a background free of visual clutter. Items worn with similar
colors to the background and shadows, such as shoes, can sometimes be visually
confusing.

If your motion is still not being captured, review the figure tracker window
during a workout to see if there are any background interferences. Adjust your
position so the interference is outside of your field of motion, move the
interference (if possible), or hide it with a non-patterned, solid color blanket
or towel.

How do I make the workout easier if the level is too high?

If you are unable to physically perform an exercise exactly, adjust it to what
you can do. Such as, instead of a High Plank Push Up, do the Push Ups using your
knees. In time, you may be able to perform the workout without any modification.


HOW CAN WE HELP?

Submit a ticket to our customer care team.

Fill out my Wufoo form!


OR TALK TO AN EXPERT.

Monday - Friday: 6 am - 5 pm PDT

Saturday, Sunday: Closed

1-888-986-5528


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