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

- Your Steel doesn't sync with the Health Mate™ app
- Your Steel doesn't display the correct time

 


 

Your Steel doesn't sync with the Health Mate™ app

If your Steel  doesn't sync with the Health Mate™ app:

  1. Make sure that your Steel appears in Devices in the Health Mate™ app.
    If not, you need to install it.
  2. Tap on Devices at the bottom of the screen and locate your Steel. You'll know that the connection with your Steel has been established when "Connected" appears. 
  3. If necessary, try to turn on the Airplane Mode on your mobile device and then turn it back off.
  4. If necessary, reboot your Steel. Press briefly the button on the back of the watch.
  5. If necessary, reboot your mobile phone.

Starting with Android 6 Marshmallow, Android devices require location services to be enabled in order to detect and connect to Bluetooth devices via BLE (Bluetooth Low Energy). As such, you must enable location services on your Android device in order to install and sync your Steel. For more information about Android’s permission requirements, see Google's Android 6.0 Changes document.

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

 

Your Steel doesn't display the correct time

If your Steel doesn't display the correct time, try to recalibrate the hands of your Steel.

If that doesn't fix the issue, it may be due to a low battery, in which case you should have received a notification in the Health Mate app. If that's the case, reach out to a watchmaker to replace the battery.

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

Important information:

Your watch automatically syncs when the following conditions are met:

  • There has been a take-in of more than 1,000 steps since the last sync, followed by one minute with less than 50 steps.
  • More than 6 hours have passed since the last sync took place.
  • The daily objective for steps has been reached.

It is important that you ensure that:

  • You have not disabled Bluetooth on your mobile device.
  • You have not forced the Health Mate app closed.
    - On iOS this is done by double-tapping the Home button and swiping up. Please note that iOS can stop an app from running in the background after a certain period of time. In these cases, you will receive a push notification showing that you must restart the Health Mate app. All that you need to do is open the Health Mate app and then exit it by pushing the Home button/swiping up from the bottom of the screen to return home. If you receive this notification but do not open the Health Mate app, the app will not be running in the background and so automatic syncing will not be possible.
    - On Android this is done by force quitting the app.
  • Starting with Android 11, Google has changed the way that apps can use Bluetooth Low Energy for the apps that are running in the background. To allow automatic syncing, you must select the 'Allow all the time' option for location services for the Health Mate app in order to allow background syncing. This can be done by going to the Settings of the Android device and then selecting → Apps → Health Mate → Permissions → Location → Always Allow. If this option is not enabled, background syncing (syncing while the app is not open on the screen) will not occur.
  • The watch and the mobile device to which it syncs are close to one another (within a few feet) when the conditions for automatic syncing are met.

If all of the above was done and your watch still show syncing issues, please perform a factory reset by following the steps mentioned below:

Press the button on the back of the watch with the tool 5 times. You may also use a small, narrow object to do this (such as a pin or paperclip). Be sure that you feel the watch vibrate each time you press the button.

On the 5th time, you should feel the watch vibrate 2 times. This will let you know it has been reset to factory settings.

Make sure that you remove the watch from your account in the Health Mate app by going to My Devices, selecting your watch, tapping the 'Dissociate this product' button and then confirming your choice by tapping 'Remove from my account.' It is possible that the watch will not appear on the list in which case you can continue below.

Once this is done, proceed with the installation once again. 

Note for iOS users: if the watch stops syncing at 80% or 83%, log out of the Health Mate app and delete it. Then, reinstall the app, log back in, and sync the watch.
If the issue persists, please try to sync the watch with a different phone.
If the issue persists, reach out to Customer Service by clicking the Contact us button at the bottom of the page. Please, make sure to send us the invoice of your product in your first email.

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