Apex Support

Answers to all topics

Change my order Change my order

Change my order

Account Account

Account

Bike setup Bike setup

Bike setup

Troubleshooting Troubleshooting

Troubleshooting

What happens if I cancel my order and I have paid through Klarna?

If you have already begun paying your monthly instalments to Klarna, it will take around 2 - 5 business days for them to refund the money back to your account.

How long will it take for my refund to come through after cancelling my order?

Once your refund has been processed, you will receive an email confirming this. From here, refunds can take 5-10 working days to appear in your account

I have returned my bike, when will I receive my refund?

Once we have confirmation from our delivery partner that the bike was collected successfully and checked back into their warehouse, your refund will be processed. You will receive email confirmation of this and it can take 5-10 working days for the funds to appear back in your account

Can I make a change to my order?

If you would to amend your order, please contact our support team at hello@apexrides.com or by using our live chat on the website (during operating times) and a member of the team will be able to assist you with this.

I NEED HELP ADJUSTING THE BIKE

You can find videos on how to setup your bike on our app. On the home screen, go to 'bike support' where you will see a number of video tutorials under 'how to use the bike'. You can also see our assembly video here:

https://tinyurl.com/apexsetup

HOW DO I USE THE WIRELESS CHARGER?

1. Make sure the bike is plugged in and switch on at the wall and on the switch in the middle of the power lead.

2. Plug the small USB cable into the bottom of the charging pad and into the neck of the bike (just above the handlebar adjsutment knob)

3. You can then place your wireless charging compatible iPhone on the charging pad

HOW DO I CONNECT MY BIKE TO MY DEVICE?

The bike connects via bluetooth.

1. Make sure the bike is plugged in and switch on at the wall and on the switch in the middle of the power lead.

2. Make sure that bluetooth is enabaled on you iOS device in settings.

3. Head to the Apex app. On the homepage select 'bike support' then 'connect to an Apex bike'. Your device will take a moment to search for the bike then once found, click on the bike to connect. You will need to make sure the bike is connected before each class to ensure your metrics show at the bottom of the screen.

WHEN TAKING A CLASS, I AM NOT ABLE TO SEE THE NAMES OR APEX POINTS OF THE OTHER USERS ON THE SAME CLASS

When using an iPhone, due to the screen size you will only be able to see your position and the number of other users who have completed the class. When using an iPad, you will be able to see your own position as well as a few of the other users around the same number of points as yourself.

MY RPM AND RESISTANCE ARE NOT SHOWING WHEN TAKING A CLASS

1. Turn bluetooth off and on again on your deivice

2. Head to our app and select 'bike support' on the homepage.

3. Re-connect your Apex bike and start a class

THE SOUND IS NOT WORKING WHEN I PLAY A CLASS

1. Make sure the volume switch on the side of your device is not on silent mode.

2. Use the buttons on the side of your device to turn the volume up

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