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

- Your Withings Move doesn't sync with the Health Mate app
- Your Withings Move doesn't display the correct time



Your Withings Move doesn't sync with the Health Mate app

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

  1. Make sure that your Withings Move 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 Withings Move. You'll know that the connection with your Withings Move 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 Withings Move. 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 Withings Move. For more information about Android’s permission requirements, see Google's Android 6.0 Changes document.

If your Withings Move 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 Withings Move in the list of devices. Select the small icon to the right of the watch and select the option to Forget or Remove the device.
  2. Press and hold the button of your Withings Move for 10 seconds. Workout mode will start after pressing the button for about one second, but continue pressing it until the watch vibrates 2 times.
  3. Release the button. The activity hand goes to the 50% mark.
  4. Press the button 5 times so that the activity hand reaches progressively the 0% mark. Please wait until the activity hand reaches each mark of the activity dial before pressing the button again.
  5. Your Withings Move has been correctly reset and the hands move to their initial position.
  6. 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 Withings Move doesn't display the correct time

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

If that doesn't fix the issue, it may be due to a low battery. 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.

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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.