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scales not syncing to app

Body+
Completed
Written by vicpanagakis

1 comment

We have had these scales about 18 months and have worked perfectly until now.  The last week the measurements aren't being pulled through to the app.  I changed the batteries and pressed the button on the back for 3 seconds as directed, it says "success" on the scales and suggests it's connected to the wifi but it still isn't pulling the info through.  The app is saying "wifi issue?  your withings body scale might be experiencing wifi issues, lets fix this".  

We have not moved the scales or router

We have not changed the wifi password 

The batteries are new yesterday and have tried to sync twice since new batteries were installed

 

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Date Votes
  • Official comments from Withings
    Armelle

    Hello @vicpanagakis,

     

    I’m sorry to hear that you aren’t able to sync your Body+ with Health Mate after changing the batteries. I invite you first to:

    1) Dissociate your scale from your Health Mate by opening the app and going to Devices > Body+ > Dissociate this product.

    2) “Forget” your scale from the Bluetooth devices of your phone.

    3) Perform a factory reset of Body+ (this article will indicate all the steps).

    4) Reinstall your scale (as explained here). If you have an Android phone, don’t forget to turn the location on. Health Mate must also get permission to access the location. For that, go to the settings of your phone > Location > App Permissions > Health Mate > “Allow all the time”.

     

    If the situation persists despite following those steps, please contact us at https://within.gs/help and indicate in your email that you’ve already followed the steps from above.

     

    Have a nice day,

     

    Armelle, Withings Customer Service

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