Connecting your Withings account to Sensable Health can sometimes be tricky. Below are a few common issues we see, along with simple fixes.
If any of these solutions do not work, or if you have any further questions, we are here to help - reach out to our customer support team.
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The Withings App has been uninstalled or "offloaded" off your phone
Symptoms: Stepping on scale and no measurement sending to Sensable Health
Quick Fix: Install the Withings App on your phone
When you step on your Withings scale, it communicates with Withings, and then subsequently back to Sensable Health. If it has been a while since you've downloaded the Withings App, some phones will "offload" or uninstall apps. You can quickly check if this is the case by opening the Withings app. If it starts to reinstall, this may be the cause of your issue. If however, your app has not been uninstalled, this is unlikely the issue.
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You are not signed into your Withings Account on your Withings App
Symptoms: Stepping on scale and no measurement sending to Sensable Health
Quick Fix: Open your Withings App and sign in to your account.
Often when an app offloads, or is deleted and redownloaded, your account info may not save. When you step on your Withings scale, it communicates with Withings, and then subsequently back to Sensable Health. For your scale to send your weight data, you must be signed in to the Withings app with the account your scale is connected to. If you are signed out of the Withings app, once you open the app, it will prompt you to sign in - if you are unsure, try the email associated with your Sensable Health account - as you may have created a Withings account around the same time.
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The Withings Account Connected to Sensable Health does not match the account your scale is connected to
Symptoms: Stepping on scale, weight data sending to Withings App, not seeing in Sensable
Quick Fix: Open your Withings App to confirm your account email and then connect the proper account to Sensable Health (See below steps to find your account email address). Here is an article which shows you how to reconnect the proper Withings Account to Sensable Health.
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Scale not properly connected to Withings Account
Symptoms: Weight not sending to Withings App
Quick Fix: Reconnect Withings Scale to Withings Account. Ensure correct account is connected to Sensable Health by reconnecting
For data to transmit to Sensable Health, your scale must be connected successfully to your Withings account. If you are not seeing your weight data in your Withings app, this usually indicates that your scale is not connected to Withings.
As the connection process is driven by Withings, we recommend following their instructions (here) for the most recent connection instructions. We are of course more than willing to assist in any way we can, and encourage you to reach out to our Customer Support team for help.
Once you've connected your scale successfully to Withings, we encourage reconnecting to Sensable Health. Here is an article which shows you how to do this.