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Hi. Here is a video that includes a part that shows how to remove a crank arm. Best case would be to have Peloton do it themselves but you can try yourself if you have the right tools.

Good luck! Let us know how it goes.
 

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Super Moderator
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I got the crank puller and followed the directions and it won’t budge. I am beyond frustrated. I Only got to ride it twice and the pedal fell off because it was stripped
Were these the Peloton pedals that came with the bike and was this a new bike? They had a major recall with some of the older Peloton pedals.

When my bike was delivered during set up they offered to swap out the pedals for me to my SPD pedals. I let them assuming that they were experts although as a cyclist I had done this many times before. They cranked in one of the pedals and cross threaded them ruining the crank arm. They didn't have another crank arm with them so I had to wait a couple weeks for a technician to come back which was a huge pain and disappointment.

When the technician came he just swapped out my bike and I have been loving it and had no problems ever since. Hopefully they'll fix your issue quickly and then you'll be able to enjoy your new bike! Persistence with customer support sometimes helps and doesn't hurt.

Good luck!
 
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