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

- Your ScanWatch doesn't sync with the Health Mate app
- Your Scanwatch doesn't display the correct time



Your ScanWatch doesn't sync with the Health Mate app

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

  1. Make sure that your ScanWatch appears in Devices in the Health Mate app.
    If not, you need to install it.
  2. Select Devices in the Health Mate app and make sure that your ScanWatch is Connected.
  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 ScanWatch. Press and hold the button of your watch for 20 seconds.
  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 ScanWatch. For more information about Android’s permission requirements, see Google's Android 6.0 Changes document.

If your ScanWatch still doesn't sync with the Health Mate app, please perform a factory reset. To do so, perform the following steps:

  1. Open the Health Mate app and select Devices (the small watch icon on the bottom right-hand side of the app). Select the ScanWatch from the device list, scroll down and then select Dissociate this product.
  2. Go to the Settings of your mobile device, select Bluetooth and locate ScanWatch XX in the list of devices. Select the small icon to the right and select the option to Forget the device.
  3. Press and hold the button on the side of the watch for 5 seconds. Depending on how your watch was configured, ECG, SpO2, or Workout mode will start after pressing the button for about one second, but continue pressing until a menu appears on the watch's display.
  4. When on this menu, press the watch button until the screen shows Factory Reset.
  5. While the watch shows Factory Reset, press and hold the watch button for one second and you will see Reset in 5 clicks.
  6. Press the button 5 times and the watch will be reset to factory settings. While this occurs, the word Reset will appear on the watch’s display.
  7. The watch will now restart and show Hello! on its display. Please note that if the watch does not show Hello!, this means that the factory reset was not successful and so it must be performed again.
  8. You can now reconfigure the watch. Click here if you want to install your ScanWatch again.

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

Your ScanWatch doesn't display the correct time

If your ScanWatch doesn't display the correct time, try to recalibrate the hands of your watch. If that doesn't fix the issue, it may be due to a low battery, in which case you should charge the battery.

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

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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.