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FAQ

How can we help?

Review the topics below to get answers to frequently asked quesitons.  For additional information, fill out the contact form or contact our customer service at service@paradigmhw.com.

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1. Additional Information

We will be more than happy to assist you; we can definitely get this resolved for you. Can you please provide me with the following information:

    • Please provide your device model number and software version.
      • iOS (iPhone/iPad) - Go to Settings > General > About 
      • Android - Go to Settings > About phone or About tablet
    • The item number located on the front of your owner’s manual. (Please reference the following link) https://phwinc.freshdesk.com/support/solutions/articles/6000179822-how-do-i-find-out-the-item-number-for-my-unit-
    • Please provide the serial number off of your product. This should be located on the rear stabilizer. (Please reference the following link) https://phwinc.freshdesk.com/support/solutions/articles/6000179495-how-can-i-find-my-serial-number-

Thank you so much for allowing us to service your request. Please reply directly to this email with any questions or Inquiries. Thank you for contacting Paradigm customer service.

 

2. I am having trouble with my app connection.

Below are troubleshooting steps for you below.
  1. Sign in
  2. Click "Exercise"
  3. Click "Connect" ***INSERT LINK HERE***
If there is any issue with connecting to the app, Close and restart the app and console, and Follow the steps once more. If the issue persists, delete and reinstall the app. If the issue does not seem to resolve please contact our customer service at service@paradigmhw.com.

 

3. How do I verify my email?

How to register for a MyCloudfitness account
  1. Register an account
  2. Check the email in which you registered your account under
  3. Read and follow directions in the email to complete the verification process
  4. Sign in to the app to confirm and start your MyCloudfitness journey.
If you did not receive the verify email after registering your account, please follow the following steps.
  1. Click “register”
  2. Click “RE-VERIFY”
  3. Enter the email address that the Account is under
  4. Click “SEND”
Check the email in which you registered your account under https://youtu.be/wv-zZG8hzwY

4. I Forgot my Password.

Forgot your password? Here are some steps on how to recover your MyCloudFitness account.
  1. Click “FORGOT PASSWORD”
  2. Enter the email address that the Account is under
  3. Click “ RESET PASSWORD”
  4. Check the email in which you entered
  5. Read and follow directions in the email to complete the Password Reset process
  6. Sign in to the app to confirm and start your MyCloudFitness journey. https://youtu.be/r0-XpddlhPE
 

5. Can I Sync With Other Apps?

Currently, the myCloudFitness (“MCF”) app doesn’t synchronous workout data with any 3rd party platforms. However, our app team is exploring the development of 3rd party integrations. We are currently undergoing development to be able to integrate this and many other 3rd party platforms. Once we complete the development of this integration, you will receive a notification to update the myCloudFitness (MCF) app. 
 

6. My Scale Doesn't Connect

Please note that the Exerpeutic MyCloudFitness Bluetooth Scale works with the MyCloudFitness Plus App. 
 

7. Im interested in the Paid Subscription on my MCF App

Thank you for your interest in our products. We are currently developing a new update for the myCloudFitness (MCF) App that will include Coaching Programs, Scenic World Tour Ride and additional features that will be known  to all customers closer to the release date. All customers with compatible myCloudFitness Units will be able to sign up for the free trial for 30 days. For a monthly subscription price of $14.99, our customers will be able to take advantage of our Coaching Programs, Scenic Would Tour Ride, Training videos and much more.
 
 
 
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