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Healthmate not syncing with withings website dashboard nor with vitality app

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  • Official comment
    Avatar
    Armelle

    Hello, 

     

    Thank you for posting. I’m sorry that your data doesn’t sync to Health Mate Web or Vitality. Please know that those are separate and unrelated cases. Our development team is actively working on fixing the export to Health Mate Web. 

     

    @simonandjo.morgan and @federica.cionci: Your cases regarding Vitality have been escalated to our specialists. My colleague will reach out to you very soon.

     

    Thank you very much for your patience,

     

    Armelle, Withings Customer Service

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  • Avatar
    federica.cionci

    Hi,
    I've been having the same issue since May.
    I've contacted the tech team multiple times, but the issue is still unresolved.
    I have been losing so many rewards with Vitality that I am thinking about getting a new watch, not Withings!

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  • Avatar
    antoine.kirvelle

    Hello, I have had the same problem since September 20. I just had an update (v 5.7.0) but that doesn't fix anything at all ... I am disappointed with the withings follow-up!

    3
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  • Avatar
    jesperbomholtz

    I have the same issue, and it seems there is no help to get anywhere on the website or if you google it.

    It should be an easy task to answer the topic, and many must have had this problem, so I am looking forward to getting Witings response.

     

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  • Avatar
    m_spagan

    I have repeatedly had the same problem. I have a withings Nokia watch which syncs with the Healthmate app but not with the Vitality app. When I look on my withings account, the information is not there, so the Healthmate app on my phone is not linking with the withings dashboard. Vitality are really help though and if you take a screen shot of your activity and send them through, they will manually update them for you. Getting Frustrated as I'm having to do this most weeks.

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    simonandjo.morgan

    I've had this response...
    "Our development team confirmed that this is a known issue, and we are still working to solve it, I apologize for the inconvenience you encountered. Please know that as soon as they fix it, I will get back to you."
    However in the meantime I too am having to repeatedly copy and paste data for vitality. Otherwise I lose the free Amazon Prime service and also have increased vitality premiums and lower bonus.
    We need a solution quickly

    2
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  • Avatar
    zionlove

     I have the same issue. it suddenly doesn't sync between healthmate and withings.com since 11.11.2021.

    I sent a message to them but they just replied to me that their development team is working on it.

    while waiting for the solution, I just came here and found the same issue and same replies without any solution.

    it seems that they don't the reason at all. looks very negative situation. :-(

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  • Avatar
    pmierow

    Same issue here.

    The Online Dashbord (PC) doesn't show anything that belongs to activities.
    The Android (Health Mate) App works fine thou.

    Since I track everything (weight, sleep, blood pressure e.g.) with withings at the moment it is really a pity.
    It worked fine until about late October.

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  • Avatar
    tomas

    Having same issue since 14/11/2021.
    Activity data (step counts) are not appearing on Withings web portal.

    2
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  • Avatar
    pmierow

    At least this means we are not alone.
    I already contacted the German Support but was puzzled if I am the only person with this problem.

    1
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  • Avatar
    sandy.p.bennett

    For some reason, my sleep and walking data are not getting recorded in the dashboard. This has been going on sporadically for a number of months.. would appreciate having these issues resolved.

    2
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  • Avatar
    elmar.wetzel

    the issue can be solved by: choose in your smartphone: settings >> apps >> healthmate app : then stop the app. It starts again and then it reports again to the web portal.

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    simonandjo.morgan

    Thanks Elmar, but that hasn't solved my issue. My steps still do not show on the portal, or more importantly for me, on the vitality app.
    Oddly the online portal does show some entries (e.g. "running)" under the "journal" heading, but the "activity" entry is still blank.

     

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  • Avatar
    annemariee1978

    I am also having this problem, I have un-linked and relinked Vitality app several times now and just attempted this force stop as above to no avail.

    I've attached screen grabs as it seems the journal has logged my steps, but the left hand side of the dash board is not up to date??

     

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  • Avatar
    annemariee1978

    Just got it all to sync! hurrah!

    Just deleted the healthmate app completely from my android phone and then re-installed. After a few minutes syncing I logged into withings dashboard using mozilla and everything was finally there :)

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  • Avatar
    d.elfatouhi

    Hi @annemariee1978, 

    I am conducting a study where participants currently use Withings watches.

    Unfortunately, we have exactly the same problem with several participants.

    I am afraid that if, our participants delete the healthmate app completely from their smartphone and then re-install it, the steps data that are displayed within the healthmate app but don’t appear in the web portal would be lost.

    In you case, have you lost some steps data when you deleted the app and then re-installed it? In particular, the steps data collected after 15 November?

    Thanks in advance for your reply!

    If anyone has found a solution to this problem, pleaaase share it with me!!

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    annemariee1978

    Hi d.elfatouhi

    All good after I deleted the app and reinstalled.
    It took a good 5-10 mins for my watch to resync with the app, but after that all the steps pulled through and no information was lost and this data was also pulled through to vitality and I've received my points with them also.

    I've had some issues recently with my activities also syncing properly and pulling through to Strava. I had to keep factory resetting my watch to get the data to push through, but no data was lost, it was like it needed a nudge to upload.
    This latter issue seems to have now been resolved though as strava seems to be updating after only a few minutes of completion.

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    d.elfatouhi

    Thanks a lot @annemariee1978 for your fast reply!

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  • Avatar
    stamasp

    WHEN WILL WITHINGS FIX ITS APP?  I'VE PAID HUNDREDS OF DOLLARS FOR WITHINGS DEVICES AND THIS SEEMINGLY BASIC FUNCTION BROKE SEVERAL WEEKS AGO AND THERE IS NO ETA FOR A FIX.  I EXPECTED A LOT MORE OUT OF THIS COMPANY HONESTLY, I HAD HIGH HOPES.  THOSE WERE DASHED.

    https://support.withings.com/hc/en-us/community/posts/4411714688401-Not-able-to-get-the-steps-data-from-homepage-

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  • Avatar
    simonandjo.morgan

    Frustratingly the Withings app did finally start syncing with vitality app on 19th to 24th November but then stopped syncing again.

    Why was this? Can it help in finally resolving this?

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    annemariee1978

    Mine is syncing fine with Vitality now after I completely un-installed healthmate app and re-intalled. I've read it can then take up to 48hrs for activity points to pull through, but mine didn't take that long from mememory.
    Don't keep un-linking and relinking vitality to health mate as apparently this can also cause issues.
    The problem is with health mate and not vitality I believe.

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  • Avatar
    simonandjo.morgan

    Annemarie... That worked for me too. I celebrated too soon though. Because after a few days it then stopped working again And when I try again it doesn't work.
    Withings say that they are still working on it!!

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    bob

    My android app is updating sleep and weight to the web but not any steps since Nov 29th,  I guess I will try the uninstall the app thing and see if that helps

     

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    d.deacon20

    I have had the same problem since Oct 3rd. Health mate syncs steps but it doesn't update to the Withings journal on the website and then doesn't sync to Vitality. I am having to write to Vitality every week to get them to manually update my activity. It's getting really annoying. I have written 2 complaint emails to Withings and they haven't even had the courtesy to acknowledge my emails! Really not great Customer Service Withings

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  • Avatar
    federica.cionci

    Can they update it manually????
    I am emailing them so often and I am not getting any solution at all!
    I believe the only way is to start posting reviews all over the web, so other people won't waste their money buying one of these watches.
    I am so upset!

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  • Avatar
    simonandjo.morgan

    I have been trying to get vitality to get involved. As long as they list withings as a partner they should care.
    How many of us are repeatedly manually submitting steps data to vitality?

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  • Avatar
    stamasp

    Despite warnings not to do so - I uninstalled the app completely and did a clean install.  Logged in.  Then the same bad steps data shows up, and it still doesn't sync.  Didn't fix anything for me.

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    stamasp

    Well, another week and no update. How long is this going to take? I'm just about ready to leave withings and replace my health tracking devices. I was really hopeful that I'd found that one company... really doubt that now that I know they can't or won't fix this simple thing. Syncing steps just seems like the most basic of tasks.

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  • Avatar
    federica.cionci

    Hi all,
    I had another very long call with Vitality, and it came out that they were not aware of the issue as Withings had never reported any malfunctioning.
    They've asked me to send them the emails with Withing where I inform them about the issue and they confirm that are aware of it. I've also sent proof of the activities that were not syncing (steps) and Vitality updated my account manually.
    Now I am sending screenshot weekly to make sure I don't lose rewards anymore.
    In the meantime Withing web app has never synced and there is no news about when they will fix this ridiculous issue!

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  • Avatar
    simonandjo.morgan

    Thanks Federica. Although I have had the same conversation with vitality a few times over the last few months so I don't know how they can claim to not be aware.
    They have told me that there is nothing that they can do about it as it is a withings issue. I told them that they should put pressure on withings by reviewing the partnership.

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