NOTE: IF your scale is a Withings Body Pro 2 version (Vida device ordered before May 1st, 2025), it is not safe for use with a pacemaker. |
If your Withings scale is not turning on or providing an inaccurate reading, please use this guide first to quickly diagnose and resolve the issue.
If the problem persists after trying the guide's steps, here is how to contact support:
- Click this link to go directly to the Withings Program Support Center.
- Once you're on the page, look for the black support icon (often looks like a chat bubble) located in the bottom right corner of your screen.
- Click on the black icon located in the bottom right-hand corner of the screen to reach a live agent and open/submit a new ticket.
Table of Contents
Getting Started: Always Check the Display
Getting Started: Always Check the Display
The fastest way to fix a problem is by identifying a specific code. As you follow the steps below, pay close attention to the scale's screen. If you see any numbers or symbols, note them before contacting support.
Common Issues and Solutions
| Issue | What to Do (Step-by-Step Fix) |
|---|---|
| Scale Is Not Turning On |
1. Check the Battery Tab: If this is your first time using the scale, make sure the small protective tab under the battery cover has been removed completely. 2. Replace Batteries: If the scale still won't turn on, try replacing the old batteries with a new, fresh set. 3. Recalibrate: Place the scale on a hard, flat surface (like tile or wood—avoid carpet), wait 10 seconds, then attempt to weigh yourself. |
| Inaccurate Weight Measurement |
1. Power Cycle & Recalibrate: Remove the batteries for 60 seconds and then reinsert them. Place the scale on a hard surface and wait 10 seconds before weighing yourself. 2. Adjust Your Stance: If you see arrows on the display corners, it means your weight is unevenly distributed. Adjust your position on the scale until the arrows disappear. 3. Test the Sensor: To check the scale's accuracy, place an object of known weight (at least 15 lbs) that fits fully on the scale surface. Confirm if the scale displays the correct weight. |
| Setup Failed | Try a Quick Reset: Try completing the initial setup process again by stepping on the scale or by quickly pressing the button on the back of the scale once. |
| "No Service" (Data Not Syncing) | Improve Network Coverage: This message means your scale can't connect to your home Wi-Fi to send your measurements to the app. Try relocating the scale to an area with better signal, such as closer to your router or near a window, and try weighing yourself again. |
Device Error Codes
These codes indicate a specific problem. Please note the code and the steps below.