Service FAQ

For frequently asked questions regarding your WaterRower, please see below.

If you have any further questions, please do not hesitate to reach out to our team at [email protected] or by giving us a call at 800-852-2210 EST.

Please note that our office hours are Monday through Friday, 8:30-5 EST.

Please refer to our Troubleshooting Guides for additional information on service and maintenance tips

What can I do if my water doesn't look clear or clean?

    1. Make sure the water you have in your tank is not hard water. Sometimes, using bottled water and not town tap water is a better option for keeping the water clean. If the tank is currently dirty, you may want to rinse/flush it out with some rubbing alcohol and then fill it with clean water. Please note that simply adding a purification to already cloudy water will not help clear up the water.
    2. If you find that your tank has grown algae due to lack of maintenance with purification tablets, empty as much of the algae infested water as you can then fill the tank back up to where it was filled to previously. Next, add a 1/4 cup of an algae cleaner (we’ve recommended Pondcare Microbial Algae Clean solution). Give the handle a few pulls to mix the solution into the water. The solution suggested here will not harm your tank if you leave it in. You can row with it in without worrying about damaging your rower. Once the tank is clear again, go ahead and add a purification tablet.

To order more purification tablets, free of charge, please fill out this form: https://www.waterrower.com/us/puritabs

How often should I add purification tablets into the tank?

We recommend adding one purification tablet into your tank every 6 months. If your WaterRower is sitting in directly sunlight, adding a tablet every 3-4 months is recommended.

To request more purification tablets, free of charge, please do so by filling out this form: https://www.waterrower.com/us/puritabs

If I have a request for a warranty part, what should I do?

Please fill out the Warranty Request Form with as much detail as possible and a WaterRower representative will reach out to you.

How do I get the water out of the tank?

Here are the instructions for siphoning the water out of the tank:
https://www.waterrowerservice.com/knowledge-base/series-4-emptying-waterrower-tank-video/

If a hand siphon pump is needed, one can be ordered at this link:
https://www.waterrower.com/us/shop/parts/a1-home/misc-components/syphon-pump.html

We also offer an electrical pump for commercial facilities:
https://www.waterrower.com/us/shop/service-items/electric-pump-commercial.html

Where can I get parts if I reside outside the USA or Canada?

Please refer to our Contacts Page to find the details of the WaterRower Office or Agent in your area.

Where can I find a Service Technician to help service my WaterRower?

Please complete this form, include your postal code in the message and we will send you the nearest Service Technician in your area.

 

Note: Labor costs are not covered under our warranty policy, only parts.

How can I identify the part I need?

Please refer to our library of drawings on this page: https://www.waterrowerservice.com/drawings/ .

If you are not able to find the part, please send in a picture of the broken part to [email protected] and one of our customer service representatives will be able to assist you. Please include your serial number in the email.

I am having problems fitting the replacement part sent to me, what should I do?

A customer representative will be happy to talk you through replacing the part.

Please call us on 800-852-2210 between 8:30am and 5:00pm EST or email us at [email protected] . If emailing in, please include pictures of the part you are having problems with as well as your serial number.

Where can I locate the serial number on my WaterRower?

Depending on the age and model of WaterRower, the serial number can be found either on a silver sticker behind the monitor, underneath the tank on the level gauge sticker, on the bottom deck near to the monitor or underneath the footboard or seat. Please refer to this link to identify your WaterRower: Serial Number Location

How much water should be in my tank?

 

 

 

 

 

 

The amount of water in the Tank simulates the weight of the Boat and Crew as it glides
down the river. Changing the Water Level does not change the resistance, it simply
changes the mass which the user is trying to move. Increasing the Water Level simulates a
heavier boat and crew mass, similarly reducing the Water Level simulates a lighter boat and
crew mass.

The Water Level is adjusted according to one’s personal preference or user type; the
intensity is altered simply by moving the chosen mass faster or slower. A level gauge is
positioned on the side of the the tank. Overfilling the tank could impact the warranty
coverage. Do not fill above the maximum level.

NOTE – Fill the tank with ordinary municipal water. Municipal water contains additives which
will deter the growth of algae. If municipal water is unavailable, use distilled water (do
not use well water). Unless using blue dye, add the purification tablet supplied with your
WaterRower. (For further information, refer to the section on Preventative Maintenance for
advice on Water Treatment).