If you find that your scale is not working properly, please review this troubleshooting article to understand and resolve the issue you’re experiencing.
If the issue remains unresolved and you need further assistance, please contact our support team.
| Issue | Solution |
| Scale is not turning on | If using for the first time, make sure the tab on the bottom of the scale, under the battery cover, has been removed. If it still doesn’t turn on, replace the batteries with new ones. Place the scale on a hard surface, wait 10 seconds then attempt to weigh yourself. |
| Setup Failed | Try completing the scale setup process again by stepping on the scale or giving a quick press on the button on the back of the scale. |
| No Service | Try relocating the scale where network coverage is better in your household. This would typically be close to a window. |
| Inaccurate weight measurement |
Remove the batteries for 60 seconds and reinsert them. Place the scale on a hard surface, wait 10 seconds, then weigh yourself. If you see any arrows on the corners of the scale’s display, this indicates that your weight is not evenly distributed on the scale. Adjusting your position on the scale will cause the arrows to disappear. If the issue persists, test the scale by placing an object of known weight on the scale and confirm if the correct weight shows. The object should be at least 15 lbs and be able to fit completely on the surface of the scale. |
| Error 401 | This error means the scale is having issues connecting to a network, therefore cannot upload your measurements. Try relocating the scale where network coverage is better in your household. This would typically be close to a window. |
| Error 402, 403, 404, 407 | Please contact our support team |
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