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

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

- You have no activity data in the Withings Health Mate® app
- Your activity is not detected

 


 

You have no activity data in the Withings Health Mate® app

If you have no activity data in the Withings Health Mate® app:

  1. Make sure that your Withings Go appears in My devices in the Withings Health Mate™ app.
    If not, you need to install it.
  2. If necessary, try to turn off Bluetooth on your mobile device and then turn it back on.

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

 

Your activity is not detected

Running:

  • You need to run for at least 2 minutes for your running to be detected.
  • You need to run somewhat consistently.
    If you stop running every other minute, the algorithm won't be able to detect your activity.

Note that running activities are based on your number of steps, your personal data (such as your height) and your pace. We do not use a GPS to track the run, and as such, can't guarantee the accuracy of the distance displayed.

Swimming :

  • You have to swim continuously for longer than 10 minutes.
  • Only swimming activity is tracked. Other exercises performed in the pool, such as water aerobics, are not tracked.
  • You have to be regular in your movements. For example, your swimming can be impacted if the pool is too crowded, which could, in turn, impact your results.

To accommodate most users, our algorithm works best with breaststroke and crawl.

If your swimming isn't detected even if you follow our recommendations, try wearing the wristband a bit tighter.

 

Other activities:

Only walking, running and swimming are detected at this point.

 

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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