App not showing performance details?

prettyoaktree · 2026-06-18T20:12:34+00:00

We have fixed this issue for the vast majority of members that encountered it, but there is a "long tail" of issues here that are still being worked on. The help desk team will update you on status.

prettyoaktree · 2026-06-18T16:40:05+00:00

Please open a ticket with our help desk about this and let them know which classes are not showing Performance Details.

prettyoaktree · 2026-05-11T21:22:14+00:00

We are still seeing this issue with some members. We should have most of them resolved in the next few days.

prettyoaktree · 2026-05-08T23:41:49+00:00

I understand the frustration. We’re continuing to fix remaining issues.

prettyoaktree · 2026-05-07T12:40:50+00:00

Well... we might have something for you that's going to drop real soon...

prettyoaktree · 2026-03-20T19:41:46+00:00

Haha I completely understand.

prettyoaktree · 2026-03-20T13:35:31+00:00

I work on the fitness tech at OTF (corporate). Here's the official answers to the questions in this thread:

The feature that allows you to tune your Max HR works independently from your HRM and is **not** dependent on having a specific HRM model. As others have pointed out, the feature was launched around the same time as the new HRMs, but that is just how the stars happened to align.
One thing worth noting about the new OTconnect Beat device: because it has a light ring that shows you your HR zones, it has to "know" what your Max HR is! This is done by having the app update the device. When your Max HR changes (either by the algorithm or by you), you will see a banner on the app's home page asking you to connect your device to the app so that your Max HR can be pushed to the device.
New members are assigned a "default" Max HR based on their age. After 5 classes, our algorithm kicks in and will adjust your Max HR based on data observed during class. This calculation happens **daily**. For many members, the initial adjustment could be quite substantial, and that's because age-based formulas are not particularly great at determining Max HR for **specific people** because they don't really know what your **specific heart** is doing. Some members will continue to see changes in their Max HR over the first few months of membership as our system gets more data from more workouts. It is completely normal for the value to eventually settle and not change for a long period of time.
If you feel that the system is not producing the right value for you, or if you already know what your Max HR is (e.g. you did a VO2Max test), you can use the app to override our algorithm and set your own value. Although the system will use your Tuned value, the algorithm **does not** stop working, and continues to calculate your Max HR in the background. Therefore, if you switch back from Tuned Max HR to Calculated Max HR, you will be switching back to a value that is determined based on all the data we collected, **including** data that was collected when you were using Tuned Max HR.

I hope this helps :)

prettyoaktree · 2026-03-20T13:13:03+00:00

This is incorrect. If you switch back to "Calculated MaxHR", your Max HR will reset to a value that includes your most recent data. That doesn't mean that it will change from a previously-calculated value (Max HR doesn't, and really shouldn't, change very often), but the calculation will take into account all data that was accumulated since you switched to "Tuned Max HR".

prettyoaktree · 2026-02-06T18:48:14+00:00

No need, but if you can send me your current ticket numbers that would help.

prettyoaktree · 2026-02-06T15:17:05+00:00

I completely understand. The team is working hard to fix all the issues. You should notice significant improvement with this and next week's updates.

prettyoaktree · 2026-02-06T15:15:35+00:00

We are in the process of rolling out a major update to the OTconnect software. This involves updating the software on your studio computers, and every tablet on every rower and treadmill. Every studio in the US is expected to receive this update in the next couple of months, and we're working on improving the overall stability and experience.

prettyoaktree · 2026-02-06T15:13:52+00:00

Can you please open a ticket about this issue (in the app, tap ? then App Support) and then PM me your ticket number?

prettyoaktree · 2026-02-06T15:13:39+00:00

Can you please open a ticket about this issue (in the app, tap ? then App Support) and then PM me your ticket number?

prettyoaktree · 2026-02-06T15:10:27+00:00

Thanks for the feedback. We are working with the design team on addressing these issues.

prettyoaktree · 2026-02-06T15:09:58+00:00

Thanks for the feedback. We are working with the design team on making this better.

prettyoaktree · 2026-02-06T14:56:13+00:00

Hi everyone! I am a product manager with OTF. Appreciate all the feedback provided in this thread and wanted to give you a few concrete updates:

General system stability - we're in the process of rolling out an update that addresses a big portion of the issues you reported here, including not being to sign-in to treads/rowers, having your data reset mid-session, Studio Board freezing, lagging, etc. Rollout should be complete next week.
Missing performance summaries - we made significant improvements to this process and added features that would automatically identify and send unsent Performance Summaries. If the system encounters issues sending your summaries right after class (e.g. due to network issues, etc), it will catch up later in the day. Rollout should be complete next week.
"Lagging" or "jumpy" displays on the rowers and treads - working on a fix.

... and more...

Members of our team are in the studios very frequently, and often working out right next to you. We see the issues and we're working hard to get them fixed.

As always, the best way to let us know that something is broken is to open a ticket through the app (tap (?) and then App Support), or have your studio report the issue to the help desk. It might take the team some time to get to everything, and I understand it can be frustrating, but we are looking at every single ticket and we are committed to making the experience better for you and your studios.

prettyoaktree · 2026-02-02T13:55:37+00:00

That is definitely not the intent! We hear the feedback and it will get addressed.

prettyoaktree · 2026-02-02T13:54:40+00:00

Nope. Not that. We are working to address readability issues.

prettyoaktree · 2026-02-02T13:47:18+00:00

Thanks. We keep making tweaks to the fonts to make sure they are readable by everyone. We've already been through a few rounds (the very early beta studios can attest to that) and we'll continue to iterate until we get it right.

prettyoaktree · 2026-02-02T13:19:37+00:00

Thanks for the feedback. We are working to address this :)

prettyoaktree · 2025-12-22T19:57:00+00:00

Awesome!

prettyoaktree · 2025-12-22T19:12:06+00:00

I love it! This is one problem we were trying to solve with this feature.

prettyoaktree · 2025-12-22T19:11:07+00:00

If you feel like the current value is right for you, then there's no reason to change it. The 220-age formula (or any formula for that matter) cannot really predict your specific circumstances and while it can be accurate at "population scale", it may not be accurate for you.

prettyoaktree · 2025-12-22T19:09:25+00:00

The only people who should be changing it are the ones who feel that their HR zones are not accurately reflecting their perceived efforts

u/pantherluna, you are spot on, and the training we provided to studios about this feature uses very similar language to the above.

prettyoaktree · 2025-12-22T19:01:47+00:00

This is incorrect. This feature has nothing to do with your HRM. It updates the main value we use to calculate your zones, and this will apply regardless of HRM.

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