Scale is Not Connecting to Account

If your scale turns on and weighs you with no error codes, but does not send a weight to your account, there are a few troubleshooting steps to try. If you scale will not turn on, click here. If you scale is showing an error code, please click here.

  1. First, please check if anyone else's weights are on your account.
    1. Check your Health Tracker to see the weights listed on your account.
    2. If someone else weighed on your scale, there is a chance that your account will sync to their weights. If this is the case, your coach can fix this issue for you if you reach out to them.
    3. If someone else in your household has a BodyTrace scale, please make sure that your scales did not get swapped (this happens more often than you may think)!
    4. If there are no other weights on your account, then your scale may either not be connected correctly or may not have cellular coverage.
  2. To check if your scale is having a coverage issue, please click here. If it is not having a coverage issue, then please follow the steps below.
  3. If you have followed all the above steps and your scale is still not sending weights to your account: Please Submit a Support Request indicating the following:
    1. The scale issue you are experiencing as well as all steps that have been tried.
    2. The most recent dates and weights that should be on your account.
    3. Your scale's IMEI. To find the IMEI, flip your scale over. The number should be 14-16 digits starting with 86. You can either write out the code or take a picture and attach it to your support request.
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