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This article will help you if you encounter any of the following issues:

- Part or all of your data is missing in the Health Mate™ app
- Your data seems inaccurate

 


  

Part or all of your data is missing in the Health Mate™ app

If you have no data in the Health Mate™ app:

  1. Make sure that your Withings Pulse™ Ox appears in My devices in the Health Mate™ app.
    If not, you need to install it.
  2. Press the button of your Withings Pulse™ Ox for 3 seconds to force the synchronization.
  3. Go to the online dashboard and check if your data is available there.
    If it is, log out of the app and then log back in.
  4. If necessary, try to turn off Bluetooth on your mobile device and then turn it back on.
  5. If you have recently changed your iOS or Android device, perform a factory reset.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

 

Your data seems inaccurate

If you notice differences between the number of steps detected by your Withings Pulse™ Ox and the number of steps detected by another tracker (or a step-tracking app), it may be due to the way you're wearing your tracker. Differences can be expected between a tracker worn at the wrist and a tracker worn in the pocket, for example.

If you notice differences between the number of steps displayed on your Withings Pulse™ Ox and the number of steps displayed in the app or on the Web dashboard, perform a factory reset.

If you wear your Withings Pulse™ Ox at the wrist, make sure you wear it at your non-dominant hand. This will prevent extra steps to be counted.

Performing a factory reset will remove all the data that wasn't synced before.

To perform a factory reset, perform the following steps:

  1. Go to the steps screen (or the very last screen if that doesn’t work) and slide the screen to the left 11 times until the firmware number is displayed.
  2. Keep sliding until "Factory rst 5" is displayed and press the button 5 times.
  3. For iOS devices, make sure you "forget" your Withings Pulse™ Ox:
    - Go to the Bluetooth settings of your mobile device.
    - Tap the Withings Pulse™ Ox you want to forget from the list.
    - Tap Forget this device.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

 

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