Troubleshooting

 

I tap my scale but the display does not light up.

Make sure that you have pulled the battery tab out of the battery compartment on the bottom of the scale. If you have pulled the tab and the display still does not light up, open the battery compartment: use a small Philips screwdriver to loosen the screw, open the battery door and check whether all parts of the tab have been removed. Ensure that the batteries are inserted with correct polarity (see instructions molded into the battery compartment). Then close the battery door and tighten the screw again.

 

My app does not connect to my scale.

Your device and the scale communicate via Bluetooth connection. Make sure that your device has Bluetooth turned on, or the app will not be able to get data from the scale. In order to turn on Bluetooth, go to your device settings and slide the Bluetooth button to “on”. You can do this before you open the app. If you forget, the app will remind you during the set-up or the connection process. (After you change the setting, click on the app again and the app will bring you back to the screen on which you were before.)

 

The scale has to be on (display lit up) in order to connect. Firmly tap the sale with your foot to turn it on. Once the scale display is lit, the display will show a blinking Bluetooth icon to show that it is attempting to communicate with the app. The app shows a Bluetooth symbol surrounded by blinking dots while trying to connect. If your device and the scale fail to connect, simply let the scale display go off and then try again (make sure you tap the “connect to scale” button on the app). If you still have trouble, you may want to read the troubleshooting section or call our customer service line for help.

 

Once the app and the scale connect, you will see a stable Bluetooth symbol on the scale, along with a check mark, and the app will show a Bluetooth symbol and check mark on the bottom of the page as well. Now you can get on the scale! Stand still while the scale takes your measurements and then displays them in the app.

 

The app is telling me to turn Bluetooth on.

Your device and the scale communicate via Bluetooth connection. Make sure that your device has Bluetooth turned on, or the app will not be able to get data from the scale. In order to turn on Bluetooth, go to your device settings and slide the Bluetooth button to “on”. You can do this before you open the app. If you forget, the app will remind you during the set-up or the connection process. (After you change the setting, click on the app again and the app will bring you back to the screen on which you were before.)

 

My scale only displays weight but no body fat, body water, etc results

Make sure that your feet are aligned on the metal strips on the sides of the scale. The scale has to make contact with your bare feet in order to get the readings. Do not wear socks or pantyhose. If you step on the scale in bare feet and the scale still does not read your body analysis measurements, rub a little water or lotion into the soles of your feet – but be careful not to slip on the glass surface of the scale.

 

Not all my measurements are showing up on the dashboard.

If you are using more than one device, for instance, an iPad and an iPhone, to communicate with your scale, your data will be stored in two different places: the measurements you took with your iPad will show on the dashboard of the app on your iPad and the measurements you took with your iPhone will show on the dashboard of the app on your iPhone. For data security and privacy reasons, we do not currently allow the data from the scale to be stored anywhere but on the device which you use to access the scale (with a few exceptions: if you consent to have your weight tracked by WeightWatchers, or have your data transferred to the Health app or to Google Fit, the data may be stored by those entities and is subject to their respective privacy policies.) – It will soon be possible to manually add data, so you can add data from your less frequently se device to the dashboard of the device you use most of the time.



 

Tips and Frequently Asked Questions

PAIRING

There are several different pairing options:

  1. One scale can pair with several devices. For instance, a husband, a wife and their teenage daughter can each have their own device and pair it to the same scale.

  2. The same person can pair several devices to the scale. For instance, the teenage daughter may pair both her iPad and her iPhone to the same scale.

  3. The same device can be used to pair to more than one scale. For instance, you can pair to one WW scale in the downstairs bathroom and to a different WW scale in the upstairs bathroom from the same phone.

  4. Several users can use the same device to pair to the same scale. For instance, a dad and his son can use the same device to pair to the same scale. Note: the app assumes that the primary owner of the device will be the user of the scale and keeps that user logged on. If a different user wishes to use the app on the device to connect to the scale, the primary user needs to sign out of their app account (go to “my account”, then “settings”, and click “log out”). Then the secondary user needs to log on to their account to in order to be able to use the scale.

 

RESETTING THE SCALE

You can overwrite existing user profiles (user numbers). In order to do that, choose a user number that is already in use. The app will alert you to the fact that this user number is already being used and that proceeding with the set-up process will erase all data previously gathered. If you choose to proceed, all old user data will be discarded and you can set yourself up as the new user under that user number.

If you wish to erase all user data, you can reset the scale: the reset button is on the bottom of the scale. Insert a wire or paper clip into the hole and push down (similar to a computer rest). The scale display will show “Clr”. This will restore the factory settings and erase all user information. Please note that resetting the scale does NOT erase your data from the app, but the next time you try to connect with the scale, the app will ask you to choose a new user number (user “slot”). Once you have chosen a new slot, the scale will take your measurements as usual and add them to the data you already have on your dashboard.

 

CONNECTING APP AND SCALE

Your device and the scale communicate via Bluetooth connection. Make sure that your device has Bluetooth turned on, or the app will not be able to get data from the scale. In order to turn on Bluetooth, go to your device settings and slide the Bluetooth button to “on”. You can do this before you open the app. If you forget, the app will remind you during the set-up or the connection process. (After you change the setting, click on the app again and the app will bring you back to the screen on which you were before.)

 

The scale has to be on (display lit up) in order to connect. Firmly tap the sale with your foot to turn it on. Once the scale display is lit, the display will show a blinking Bluetooth icon to show that it is attempting to communicate with the app. The app shows a Bluetooth symbol surrounded by blinking dots while trying to connect. If your device and the scale fail to connect, simply let the scale display go off and then try again (make sure you tap the “connect to scale” button on the app). If you still have trouble, you may want to read the troubleshooting section or call our customer service line for help.

 

Once the app and the scale connect, you will see a stable Bluetooth symbol on the scale, along with a check mark, and the app will show a Bluetooth symbol and check mark on the bottom of the page as well. Now you can get on the scale! Stand still while the scale takes your measurements and then displays them in the app.

 

CUSTOMER SERVICE

Please read the FAQs and the Troubleshooting sections before calling our customer service hotline. Many issues can be resolved by following the advice in those sections. If you are still having trouble, please call our customer service hotline at 1-800-326-6247 between the hours of 7am-11pm EST Monday – Friday and 9am-5:30pm Saturday and Sunday.  

In order for them to help you, please let them know which scale you own (scale model number is on a label under the bottom of the scale, such as WW910F or WW912F, etc). Please also let us know what device you are using, and what version of software (i.e., iPad2 with iOS 8.0 or Samsung XX with Android 4.5.).