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

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

 


 

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

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

  1. Make sure that your Move ECG 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 Move ECG. You'll know that the connection with your Withings Move has been established when Connected appears.
    devices-moveecg.png
  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 Move ECG. 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 Move ECG. For more information about Android’s permission requirements, see Google's Android 6.0 Changes document.

If your Move ECG 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 Move ECG 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 Move ECG 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 Move ECG 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 Move ECG doesn't display the correct time

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

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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