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I’m having issues with the in-app activity tracking. What should I do?

This article will help you if:

- the step count is different between the Apple Watch, Apple Health and Health Mate
- the in-app activity tracking doesn’t seem to work
- the in-app activity tracking doesn’t seem accurate 


 

The step count is different between the Apple Watch, Apple Health and Health Mate

The Withings Health Mate app and Apple Health use different algorithms to calculate the number of steps. The number of steps indicated by the Withings Health Mate app and Apple Health may therefore be different.

 

The in-app activity tracking doesn’t work

If you’re using an iOS device that doesn’t have a GSM antenna (such as the iPod Touch) or an iOS device that doesn’t have a motion coprocessor (such as the iPhone 5C and previous models), you have to make sure you have a Wi-Fi connection available. Without it, your device can’t track your activity.

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

 

The in-app activity tracking doesn’t seem accurate

If the in-app activity tracking doesn’t seem accurate, perform the following steps:

  1. Make sure the app remains open, at least in the background, so that your steps can be properly tracked.
    Find out more about multitasking on iOS devices here
  2. Go to Settings > Privacy > Location Services on your device to make sure that the location services are enabled for the app.
  3. If your device is running iOS 7 or higher, go to Settings > General > Background App Refresh on your device to make sure that the background app refresh option is enabled for the app. 

Additional information:

We're having less and less control over step tracking on iPhone 5C (or older models) because of the age of the device and iOS' newer restrictions. However you can try to improve step tracking by:

  • Making sure you have access to your network.
  • Not killing the app.
    Note that your iPhone can sometimes kill the app on its own if it needs more memory.

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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