Report a broken or faulty device
Rule out setup causes, then report a broken or malfunctioning encoder or Vitruve Force with the details that help support decide on a repair or replacement.
Use this when a Vitruve device is physically damaged or malfunctioning: it does not power on, does not charge, has a damaged tether or case, a broken screen or button, or keeps failing after the setup checks below. The support team responds within 24 hours.
1. Rule out a setup cause
Many problems that look like a hardware fault are a setting or connection issue. Check these first:
- Does not appear or will not connect: My device will not connect.
- Slow reps, missing reps, or extra reps: Frequently asked questions and My reps, velocity, or 1RM look wrong.
- Encoder restarts, Bluetooth name missing, or other encoder-specific symptoms: Encoder troubleshooting.
If the device still fails after those checks, or it is visibly damaged, report it.
Check the symptom before claiming
| What you see | What to try safely |
|---|---|
| Will not power on or charge; no charging light | Try a known-working compatible charging cable and a standard 5 V USB wall charger, or a computer's USB port; some chargers do not supply the right voltage or current. A blinking red light while it charges is normal. Leave it charging for at least two hours before deciding it will not turn on. Check the port for visible debris without opening the unit. If it still fails, record a short video of the test. |
| Only stays on while holding the switch; switch or buttons loose or unresponsive | A switch that will not stay on, or a physically damaged button, needs inspection. Touch-sensitive buttons do not move or click; touch them lightly, and note that they respond only after three pulls of the string. If your older encoder is in DOWN or WIFI mode instead, try the model-specific controls first. Do not force a touch-sensitive button. |
| Tether snapped, stuck, or no longer retracting | Stop pulling or training with the device. Photograph the cord and record a short video of the failure. Ask for a claim review rather than opening the casing or attempting a recoil repair. |
| Blank, faint, cracked, or lined screen | Restart once and check whether the app still receives measurements. Photograph the screen and report impact damage accurately. A screen that sleeps between uses is different from one that never displays data. |
If the encoder powers on but is missing in the app, connection troubleshooting is the better starting point. If it measures only on the way down, check UP/DOWN mode before filing a hardware claim.
2. Gather the details
- The device model (for example, encoder or Vitruve Force) and the Bluetooth name or identifier shown in the app or on the screen.
- Your order number or where and when you bought it. This tells the team whether it is within the 30-day return period or the 2-year warranty.
- If the order was placed by a distributor, team, or someone else, the purchaser's details or invoice if available.
- What happens, when it started, and whether it happens every time or intermittently.
- What happened just before it started, for example a drop, a hit from a bar or disc, or a charging problem. Be accurate: it affects whether the warranty applies.
- Photos of any damage, or a short video showing the fault, the screen, and any lights.
- The phone, tablet, or computer and app or browser version you tested with, and whether another device shows the same problem.
- Which of the checks above you already tried.
- The full delivery address, recipient name, phone number, and contact email for a possible replacement. Report each affected unit separately if several have failed.
3. Open a ticket
Open a ticket in the chat on support.vitruve.fit by selecting the purple icon in the bottom-right corner, or write from the Vitruve contact page or to support@vitruve.fit. Attach the photos or video.
You can also begin a device claim at the Vitruve Returns Portal. Keep the old device until the team confirms whether a return is needed; if it is, follow the label and timing in your case. For a replacement already approved, ask for its tracking number using your case and order details. The dispatch date depends on that case rather than a universal replacement timeframe.
The team responds within 24 hours and explains the next step, such as further checks, a repair, or a return.
What the warranty covers
The standard warranty lasts 2 years and covers factory errors or malfunctions only. It does not cover damage caused by an accident, for example dropping a disc or a bar on the device. Some premium Vitruve Teams packages include extended full coverage with free replacements regardless of what happened to the device.
Within 30 days of purchase, a physical device can also be returned for a full refund. See Returns, refunds, and warranty.
If the warranty has expired, the team can check current replacement, upgrade, or repair availability for your model. Do not rely on a historical quote or assume a subscription covers accidental damage; confirm your own coverage and price with the team.
Keep unsynced training
If the device failed during a session, check Pending workouts on the recording device before reinstalling the app or switching devices, so reps already recorded are not lost. See Find a missing workout.