I purchased a unit 1 day ago I followed all instructions I even activated my free 6 month trial membership which was necessary in order to supposedly get the equipment running I have synced my account I have downloaded the app I have activated the membership the belt still will not move and I cannot get a person to help me over the phone I have sent a service request I have waited on hold until it hangs up on me because you don't have a live person I am giving 24 hours before I pk this treadmill and return it to the store User's recommendation: Make sure you don't have to have a membership in order to purchase equipment make sure you call and the customer service number before purchasing to see if they are actually in business and can support customer inbound calls.