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

- You have no sleep data in the Health Mate app
- Part of your night is missing from your sleep data
- Your data seems inaccurate

 


 

You have no sleep data in the Health Mate app

If you have no sleep data in 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. Select Devices in the Health Mate app and make sure that your Move ECG is connected. If not, try to turn off Bluetooth on your mobile device and then turn it back on.
    devices-moveecg.png
    You'll know that the connection with your Move ECG has been established when you can access the Alarm or Notifications screens. Your data should then start syncing.

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

 

Parts of your night is missing from your sleep data

If some parts of your night are missing from your sleep data, it may be because you move a lot in your sleep. Move ECG can be quite sensitive to motion until it is certain that you're asleep. This can affect the beginning and the end of your sleep data.

Notes:

  • At least 3 hours of sleep are necessary to receive sleep data in the Health Mate app, meaning that if you go to sleep around 21:00, the watch will only observe your vitals the first hours until sleep is detected. However, as your watch kept records of the observation, your sleep data will be correctly displayed in your Health Mate app from 21:00 to your wake up.
  • We have chosen to disable the detection of naps to focus on an improved tracking of your nights.
  • Exiting sleep mode can 15 minutes after waking up and moving.

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

 

Your data seems inaccurate

If your data seems inaccurate, it may be that:

  • You're also using a Withings Aura or Sleep to track your sleep. If you use these devices, sleep data coming from the Withings Aura or Sleep will systematically overwrite any sleep data coming from your Move ECG.
  • You're wearing your Move ECG in your pocket, in which case sleep can be falsely detected whenever you stop moving. We strongly suggest that you wear your Move ECG on your wrist.
  • You have an unusual sleep pattern due to health or work-related situations.

Notes:

  • A prolonged lying down position can trigger sleep detection. For example, if you are in bed doing something such as reading or watching TV for about 3 hours, sleep can be detected from lack of movement.
  • The watch will need to take at least 150 steps in for sleep mode to transition to activity in the morning.

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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