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

- The screen of your Go doesn't turn on
- The setup process fails

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



The screen of your Go doesn't turn on

If the screen of your Go doesn't turn on, try 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.


The setup process fails

 If the setup process fails, perform the following steps:

Note: if your Health Mate app says that the PIN or pairing code is incorrect, it means that your mobile device needs to be restarted.

  1. Make sure you have access to the internet on your mobile device.
  2. Make sure that you keep the app open during the installation process.
  3. Make sure that the screen of your mobile device stays on during the installation process.
  4. Keep your Go close to your mobile device during the installation process.
  5. Make sure your Go isn't already installed.
    The screen should look like one of the following pictures if it can be installed.
    If your Go is already installed, perform a factory reset


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

Factory reset

To perform a factory reset of the Go, perform the following steps:

  1. Long press the screen of your Go for 25 seconds until the following screen is displayed.
  2. Short-press the screen of your Go five times until the following sequence of screen is displayed.
  3. The following screen will be displayed after a few seconds:
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If you need assistance because of an issue which would not be resolved through troubleshooting, such as a product with physical damage, please contact our Support Team.