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

- You have trouble finding your Move ECG via Bluetooth
- Your Move ECG doesn't restart after the installation
- The setup process fails

Note: if the Health Mate app remains on Configuring your device, please forget the watch from the Bluetooth setting of your phone. Log out of the Health Mate app, delete the app and reinstall it. Log back in, and attempt to configure the tracker again.

Before proceeding with these steps, please make sure that your device is compatible with Move ECG.
 


 

 

You have trouble finding your Move ECG via Bluetooth

  1. Make sure your Move ECG is close enough to your mobile device (1 m/3-4 ft.).
  2. Make sure your Move ECG vibrates when you press the button.
  3. Disable and re-enable Bluetooth on your mobile device, if necessary.
  4. Check if your Move ECG has already been paired with your phone. To do so, go to the Settings of your mobile device, select Bluetooth and locate the 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.
  5. Try to perform a factory reset. To do so, 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.
  6. Release the button. The activity hand goes to the 50% mark.
  7. 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.
  8. Your Move ECG has been correctly reset and the hands move to their initial position.
  9. Try the installation process again.

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

Note: Android 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.

 

Your Move ECG doesn't restart after the installation

If your Move ECG doesn't restart after the installation, try 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.
       

The setup process fails

 If the setup process fails:

  1. Make sure you have access to the internet on your mobile device.
  2. Make sure that you don't put the app in background during the installation process.
  3. Make sure that your mobile device is not asleep during the installation process.
  4. Keep your Move ECG close to your mobile device during the installation process.

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

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