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I'm having issues with my sleep data. What should I do?

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

- You have no sleep data in the Withings Health Mate™ app
- Your data seems inaccurate

Note that it can take up to two hours after you get out of bed for your sleep data to be sent to the Withings Health Mate™ app.


 

You have no sleep data in the Withings Health Mate™ app

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

  1. Make sure that your Connected Alarm Clock and your sleep sensor are plugged in.
  2. Make sure that your Connected Alarm Clock and your sleep sensor appear in My devices in the Withings Health Mate™ app.
    If not, you need to install them:
    iOS procedure / Android procedure.
  3. Make sure in My devices that your sleep sensor is assigned to the correct user.
    If not, change the user assigned.
  4. Make sure your Wi-Fi network works properly.
    If it doesn’t, your Withings Aura™ won’t be able to communicate with the app.
  5. Log in to the web dashboard to see if your sleep data is there.
    If it is, simply log out from the app and then log back in.
    If that still doesn’t fix the issue, try uninstalling the app and installing it again.
  6. Make sure the sensor is properly placed.
    It should be below your mattress, at chest level.
  7. If you’re sleeping alone in a double bed, make sure the sensor is centered in the bed.
  8. If your bed has a slatted frame, you may need to place something (like a piece of cardboard, for example) between the frame and the sensor.

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

  1. Make sure in My devices that your sleep sensor is assigned to the correct user.
    If not, change the user assigned.
  2. Make sure the sensor is properly placed.
    It should be below your mattress, at chest level.
  3. If you’re sleeping alone in a double bed, make sure the sensor is centered in the bed.
  4. If your bed has a slatted frame, you may need to place something (like a piece of cardboard, for example) between the frame and the sensor. 

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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