This article will help you if you encounter any of the following issues:

- The scale can't be found by your phone
- The screen of the scale doesn't turn on
- The scale can't connect to Wi-Fi
- The setup process fails
- The pairing code is incorrect

Before proceeding with troubleshooting, please make sure that your mobile device is compatible with your scale.

Note: On Android devices, location must be allowed, either at all times or when the app is active. To check location permissions, go to your device Settings > App > Health Mate > Permissions > Location. It is also possible to check this setting in the shortcuts of your mobile device.

The scale can't be found by your phone

If you have started the installation process and the scale cannot be discovered via Bluetooth by your phone, please try the following:

• Make sure that you have pressed and held the scale's button for at least 3 seconds so that the screen of the scale is in Setup mode and displays "Open Withings App."
• Toggle Bluetooth off and then on again on your mobile device and try the installation process again.
• Restart your mobile device and try the installation process again.

The screen of the scale doesn't turn on

If the screen of your scale doesn't turn on, make sure your scale has enough battery. If the battery is drained, charge the scale for at least 5 hours. Afterward, proceed to a soft reboot of the scale by holding the button on the scale for 20 seconds.

The scale can't connect to Wi-Fi

Note: Our products are only compatible with a 2.4GHz Wi-Fi network.

If your scale can't connect to Wi-Fi, perform the following steps:

• Move the scale within 10 feet of the router and ensure the network name or password does not use any non-unicode characters.
• If a MAC filter is set on your router, make sure you add the MAC address of your scale in your router's green list.
• If you get a DHCP error, reboot your router and install your scale again. If the problem persists, click here. 
• If you get a DNS error, reboot your router and start install your scale again. If the problem persists, click here.
• If you get an HTTP error, make sure your Wi-Fi network doesn't require you to enter a password on a webpage (for free or shared Wi-Fi networks) or that it's not behind a proxy.
• If you get a Wi-Fi error 2, make sure you entered the right password.
• If you get a Wi-Fi error 3, 4 or 5, try to get closer to your router and install your scale again.
  Make sure you are not using a 5 GHz Wi-Fi network as it is not supported by the scale.
• If you get a Wi-Fi error 6, reboot your router, make sure it authorizes new products to connect, and install your scale again.
• For other issues, try to force the firmware update.

Important: Due to local regulations on Wi-Fi devices, Bluetooth should be used to set up your scale in the following countries:

Andorra, Antartica, Bouvet Island, Cocos (Keeling) Islands, Cook Islands, Greenland, Heard Island and Mcdonald Islands, Iran, Republic of Korea, Marshall Islands, Palestine, State of Pitcairn, Saint Helena, Ascension and Tristan da Cunha, South Georgia and the South Sandwich Islands, Sudan, Svalbard and Jan Mayen, Syrian Arab Republic, Timor-Leste, Tokelau

The setup process fails

 If the setup process fails:

• Make sure you have access to the internet on your mobile device.
• Make sure that you keep the app open during the installation process.
• Make sure that the screen of your mobile device stays on during the installation process.
• Keep your scale close to your mobile device during the installation process.
• Check if your Body Scan has already been paired with your mobile device. To do so, go to the Settings of your mobile device, select Bluetooth and locate your scale in the list of devices. Select the small icon to the right of the scale and select the option to Forget/Unpair the device. Try to install your scale again.

The pairing code is incorrect

If the wrong pairing code is entered, the scale will display "Setup failed" and turn off. If this happens, press and hold down the scale's button for at least 3 seconds to start the installation process again. 

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.