choose language

Deutsch Français 日本語 简体中文

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

- Your Pulse HR doesn't sync with the Health Mate app
- Your Pulse HR doesn't display the correct time

 


 

Your Pulse HR doesn't sync with the Health Mate app

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

  1. Make sure that your Pulse HR 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 Pulse HR is connected. If not, try to turn off Bluetooth on your mobile device and then turn it back on.
    devices-pulsehr-quick-settings.png
    You'll know that the connection with your Pulse HR has been established when you can access the Alarm or Notifications screens. Your data should then start syncing.
  3. If your Pulse HR is not installed on the main user profile of your account, log out from the app and then log back in with the correct user profile.
  4. If you're using an iOS device, make sure your Pulse HR is displayed in the Bluetooth settings of your device.
    If not, the Health Mate app should prompt you to pair your tracker when you open the app.

Android 6 or higher users may have to change the permissions of the app to be able to connect via BLE. To do so, go to Settings > Apps > Health Mate > Permissions and enable Location.

If your Pulse HR still doesn't sync with the Health Mate app, we recommend you to perform a factory reset. To do so, perform the following steps:

  1. Go to the Settings of your mobile device, select Bluetooth and locate Pulse HR in the list of devices. Select the small icon to the right of the tracker and select the option to Forget or Remove the device. 
  2.  In the Health Mate select Devices (the small tracker icon on the bottom right-hand side of the app), select the Pulse HR from the device list, scroll down and then select Dissociate this product.
  3. Press and hold the button on the side of the tracker for 5 seconds. Workout mode will start after pressing the button for about one second, but continue pressing until a menu appears on the tracker's display.
    pulsehr-factoryreset.png
  4. When on this menu press the Pulse HR button until the screen shows "Factory Reset".
  5. While the tracker shows "Factory Reset", press and hold the tracker button for one second and you will see "Reset in 5 clicks".
  6. Press the button 5 times and the tracker will be reset to factory settings.
  7. Pulse HR will now restart and will show "Hello!".
    Please note that if the tracker does not show "Hello!", this means that the factory reset was not successful and so it must be performed again.
  8. Try 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.
 

Your Pulse HR doesn't display the correct time

If your Pulse HR doesn't display the correct time, it may be due to a low battery. Please try to 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.

Was this article helpful?

Didn't find what you need? Here's how to get in touch.

Contact us