There are several reasons that can cause your scale to have trouble recognizing you and syncing measurements to your user profile or mobile device.
Firstly, you can check if you have any Unassigned Measurements from your scale in the Withings App. These unassigned measurements will pop up on the Home or Measure tab. Proceed depending on whether or not you see these unassigned measurements:
If you are seeing Unassigned Measurements
If you are seeing unassigned measurements from your scale in your Withings App then the scale is connecting to your mobile device but is not able to recognize which profile it should assign them to. This can be caused by two possibilities:
Your weight has changed by more that 3kg (6.5 lbs)
If your weight varied by more or less than 3 kg 6.5 lbs) since your last weighing, your scale may not recognize you anymore.
In order to add a manual measurement, perform the following steps:
- Open the Withings App.
- Tap + in the upper right hand corner on either the Home or Measure tab.
- Select the measurement you want to add from the list.
- Enter the value of your measurement.
- Tap the Check mark in the upper right to save.
It will take another weighing to send the new information to the Body+, then you will be recognized again.
There are two or more users on the scale with similar measurements
If you have multiple users assigned to your scale and your measurements are syncing to another user's account who shares the same scale as you, it may be that your measurements are too similar for the scale to differentiate.
In this case you have two choices:
- You can reassign measurements manually using the web dashboard.
- You can export one user's data and import it into your own account.
Note: It may take several more weighings before the scale will recognize you.
If you are not seeing any Unassigned Measurements
If you aren't seeing any unassigned measurements then your scale may not be able to connect to your mobile device. If that seems to be the case, follow these simple steps:
- Open the Withings App.
- Select Devices.
- Find your scale in the list and select Update Wi-Fi/Bluetooth configuration.
Note: This will depend on how the scale was initially set up.
- Follow the on-screen prompts to reconnect your scale.
If you still encounter issues with your scale not recognizing you, reach out to Customer Service by clicking the Contact Us button at the bottom of the page.