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Pregnancy program

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  • Official comment
    Avatar
    Alvaro

    Hello Withingers, 

    I am happy to announce that we have released a fix for the issues mentioned throughout this page, we sincerely apologize for the trouble that this for everyone. 

    If you find that you are still experiencing any issue with the Pregnancy Tracker program, we would love to hear from you so do not hesitate to reach out to our Support team. 

     

     

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    cass.m

    I am having the exact same issue. I can’t hit the activate button. When can we expect a resolution on this? We bought this scale specifically for this functionality.

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    sofietapper1

    Same issue here. Tried on both ios and Android device

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    arianahlavaty89

    I’m having the same issue. As soon as my phone activates the date picker the ACTIVATE button becomes un-clickable.

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    nayimahanna

    I had joined the program sometime in May and really enjoyed it. Now, 22 weeks into pregnancy, it suddenly stopped working and I lost all graphs. Very disappointing...

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    enea.pestelacci

    Same issue here... Any help please?

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    enea.pestelacci

    Same issue here... Any help please?

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    keeress

    Same here, just ordered a scale and watch specifically because Withings was the only tracker offering this mode... and... it doesn't work 

    Have also tried to change it through my profile in the web portal, and here it only shows 'normal' or 'athlete' as available modes, the pregnancy mode seems to be entirely gone. Not impressed considering I will now likely have to try returning the things to get my 300€ back if it's not going to serve the purpose I bought it for, and I'll lose on shipping in any case

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    milicevic.bojan

    They responded to me in the FB group: https://www.facebook.com/groups/2097647393691297/

     

    Hello Bojan, it took us time to get back to you but we wanted to be able to share an exact date. So we just got the confirmation that the fix will be in production today, and you then should be able to activate the program. We're aware of the inconvenience this has caused in the meantime. If case of any further need or if the issue unfortunately persists, feel free to ping us here. Have a nice day

     

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    nayimahanna

    Still not working. Nothing happens when I click Activate :(

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    milicevic.bojan

    Bunch of liars. Terrible customer support.

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    arianahlavaty89

    Did anyone get it to work?
    I still can’t press the Activate button

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    keeress

    It sounds like they were only STARTING to work on the fix now, not that the fix was complete :/ I am also waiting to hear back from their support people, apparently the query has been escalated but who knows

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    milicevic.bojan

    I honestly do not think that they have even started.
    Customer support is terrible. On FB customer agent days: the fix will be done today (that was two or three days ago).
    Custommer agent via e-mail Said that they are still investigating about the issue.
    My guess would be: customer support is some PR agency with no real connection and communication with developer team. I will return the scale as it is of no use to us.

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    enea.pestelacci

    Got this direct answer yesterday from their support:

    ""

    We just received an update that there is an issue affecting enabling the Pregnancy Tracker oon our Health Mate app.

    Our development team is preparing a workaround for this issue.

    I apologize for the trouble that this is causing.

    ""

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    diegopc86

    My wife also tried to activate the pregnancy program, but as it was already said, at the moment you type in the date, then the "Activate" button becomes disabled and nothing can be done. Quite frustrating. 

    Hope for the fix to be coming soon.

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    juanjop

    Same problem here.

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  • Avatar
    milicevic.bojan

    another generic response from Withings 

    Our sincere apologies for the delay in our response, I have had actually been informed by our development team that in order to resolve this issue as quickly as possible for you, if you could please send us a details being use to fill out the form on your end so we may attempt to replicate the issue with the same information to see if we receive the error?

    We apologize for the inconvenience that this issue has been for you, do not hesitate to reach out to me if you have any other questions or concerns.

     

    They have all the information and they are just playing stupid. I am quite positive that this problem will never be fixed. Hopefully, other users will see this and Trustpilot reviews before buying anything from Withings.

    https://www.trustpilot.com/review/www.withings.com

     

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    lukas920

    We have the same problem. This feature does not work. We hope they will fix it...

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    milicevic.bojan

    My proposal:

    All of us write to

    Withings Customer Service <contact-sup@withings.com>

    and then post their response here on the community. So that we can compare if we get only generic mails or they are maybe trying to do something regarding the issue.

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    arianahlavaty89

    I got:

    Thank you for writing back.

    Our development team is still working to have this issue fix. We will be notifying you once the new update is available.

    Please let me know if I can help you with anything else.

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    keeress

    I was told that it was referred to a specialist in the development team who would get back to me, and then when I complained that nobody had updated me, I was given this answer

    "With regards to the pregnancy tracker, could you please try to use an alternative mobile device and activate it? Please provide me with the model of the mobile device and with its OS version that you will use."

    I wrote back

    "Firstly, I dont have a second mobile device. I currently use a Samsung Galaxy s9 with Android version 9. Secondly, I really dont think this is the issue given that the mode is also not visible through your web platform and that so many other people have been complaining about this for months. I would appreciate that somebody actually address this and come back with real answers instead of making these excuses"

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  • Avatar
    ninadorcic0

    @keeress

    That was their first FB message to me. I told them that I have tried on two or three different phones and the problem remains the same. We are on 11th mail now (their response rate is about 50%):)

     

    This is the latest one:

     

    Hello,

    My apologies for the inconvenience caused by mistake and thank you for providing us with the link again. I have forwarded it to our developers so they may attempt to look into this further.

    As it relates to your questions, I am able to confirm with certainty that our developers are actively looking into these reported cases as well as they are working to have it resolved. Unfortunately, at this time, there is no ETA for when the issue will be resolved but I am confident that it will be resolved in the very near future as there is an effort currently to fix it. Lastly, there has not been any discussions about refunding users as this program is free to join though we can look into other options to accommodate users for the inconvenience.

    As I have continued to discuss this matter with our developers, they have recently suggested for users experiencing this issue to follow the steps below and let us know if the issue continues to persist.

    Could you please try using a desktop browser by first connecting to healthmate web ( https://healthmate.withings.com) then visiting this url: https://static.withings.com/content/pregnancy/boarding/index.html

    Feel free to reach out to me if you have any further questions in the interim.

     

     

    I will post all their responses here. Probably we are all getting similar responses.

     

    FIRST RESPONSE

    Thank you for contacting Withings Customer Support. I’m sorry to hear that you cannot join the Pregnancy Program from the Health Mate app. I'd be glad to help.

    Could you please try to log out from the account then force quit the Health Mate app.

    On Android, this is done by going settings of your Android device and selecting Apps-> Health Mate and selecting Force Stop or Quit.

    Log back in and see if you can join the program.

    If no, please try to join using an alternate phone.

    Looking forward to your response.

    Have a nice day!

     

    SECOND MAIL

    My name is Alvaro from Withings Support and I will be assisting you going forward. I am sorry to read about the issue you are experiencing currently with the Pregnancy Tracker program.

    At this time, with your permission, I would like to share your information with our development team so they can assist in the investigation of the issue.               

    We sincerely apologize for the added inconvenience that this has been for you thus far, do not hesitate to reach out to us if you have any further questions or concerns in the interim.

     

    THIRD MAIL

    At this time I have passed along the details of your case to our developers so they can begin to investigate what is causing this issue to take place. As soon as I have feedback regarding this topic, I will be sure to follow up with you.              

    Again, we apologize for the inconvenience that this has been for you. Do not hesitate to reach out to me if you have any further questions or concerns in the interim.

     

    4th MAIL

    With regard to the issue you have been experiencing, I had not received any update following the additional information provided to the development team. However, I have reached out to them again in order to have an update on this topic. As soon as I do, I will follow up with you. Thank you for your continued patience and understanding.

     

    5th mail

    I am reaching out to you as I have been made aware that you are still experiencing the issue that you had originally reached out to us to report and we are sorry to hear about this.

    At this present time, I have followed up with our development team in order to pass on your current feedback so they may continue to investigate the issue more in-depth. As soon as I have any new information to share, I will be sure to follow up with you.

    Thank you for your continued patience and understanding, feel free to reach out to us if you have any other questions or concerns.

    6th mail

    Our sincere apologies for the delay in our response, I have had actually been informed by our development team that in order to resolve this issue as quickly as possible for you, if you could please send us a details being use to fill out the form on your end so we may attempt to replicate the issue with the same information to see if we receive the error?

    We apologize for the inconvenience that this issue has been for you, do not hesitate to reach out to me if you have any other questions or concerns.

     

     

     

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  • Avatar
    arianahlavaty89

    @ninadorcic0 thank you very much for sharing that static webpage. If you have a bit of HTML knowledge you can inspect the button and fix the bug by removing the disabled=“” attribute. I managed to finally subscribe to the program that way.

    I sent an email to the support team with the exact fix to their bug so hopefully if passed to the developer team it should be fixed in no time.
    Will wait for their response...

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  • Avatar
    keeress

    @arianahlavaty89 THANK YOU for this, I also disabled this and was able to click it, it didn't confirm it but when I opened the app on my phone again I now see that I am in the program

    How ridiculous! I can't believe it is that easy, and they have taken months to get around to it. Perhaps they have no developers :/

    On a side note, I have also been having trouble with the sleep tracking - every morning when I sync it, it only shows a portion of my nights sleep and not the whole amount - but if I edit the sleep time manually it just fills in the extra time with solid sleep which gives a fake representation of my sleep quality. I have found that to solve this, I need to turn off my bluetooth, then turn it on again and sync it again at least 3 hours after I actually wake up and start moving around. No idea why this works but it seems to, if anyone else is also having this issue. 

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    keeress

    New issue! The stupid program thinks that my weight at the beginning of my pregnancy was 0kg, and is alerting me that my weight gain (my entire weight) is drastically above the recommended weight gain guidelines

    🙄

     

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    ninadorcic0

    @keeress

    yes, that is because by disabling " disabled=“” " you have just managed to enable the activate button. When you look at the program from the app it:

    a) showing that you start pregnancy with 0kg

    b) you cannot edit any information

    c) after some time, it just goes back to "activate pregnancy mode" and you are stuck on the "greyed out" ACTIVATE button. 

     

    it is truly a shame that is taking withings more than 3 weeks for one simple fix. The app hasn't been updated for more than a month. 

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    tamarapuche

    Hi!


    you put me on track to solve it, maybe:

    try to put your last period date in a date with weight registered. Or add a manual weight before set your last period date.

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  • Avatar
    keeress

    @ninadorcic0 from what I have seen, some people have been complaining about this function not working since mid June

    It is frustrating because there was an article that got quite a lot of exposure in Sep 2018 about how most fitness trackers failed women

    Engadget did an interview with "Susie Felber, the Global Content Director of Withings" about why none of their competitors had this function and she said she was proud that they do have it. This is the entire reason I discovered Withings and bought the watch AND scale (never heard of them before). When they've being lauded in the media for being the ONLY company that has it, you'd think they would make an effort to fix it. Perhaps a casula message to this Susie Felber would be the way to get management to give the developers a kick. 

    https://www.engadget.com/2018/09/07/fitness-health-tracking-pregnancy/?guccounter=1&guce_referrer=aHR0cHM6Ly93d3cuZ29vZ2xlLmNvbS8&guce_referrer_sig=AQAAALV3KTKFsRkyAdxpEldZo-2UArhtxz-tLeZqbRmIaWu1ZyyDmFtacYseh47XsAjhz7eqdFI6ntvv5ETKDupt84zMlA3WDq7LmWvpU7dpWabi_C-zqwGyu8-gbk8qlLmU81g4_1kWrNQv3Vh08fXJMPC9j9RCApusX2MyWal2GOCj

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    keeress

    @tamarapuche

    have done both of these (weight on last period date, and 2 earlier dates) , hasn't fixed it. I'll check it again in a few hours and see if it did some kind of sync in the meantime

     

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