When should I contact Withings support about my scale?

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Who this is for: Everyone

Contact Withings support when the scale itself does not work, for example it will not set up, pair or connect to Wi-Fi. Contact Ciba Health support when your weight shows in the Withings app but not in Ciba Health, or when the steps below do not fix the problem.

Try these first

  • Put the scale on a hard, flat floor.
  • Restart the scale: take out one battery for 5 seconds, then put it back.
  • Check the batteries. Replace them if they are below 20% or if you are not sure.
  • Make sure the Withings app is up to date.
  • Follow Troubleshoot Scale Connection to Withings to check whether your weight reached Withings.
  • If your weight shows in kilograms instead of pounds, see My scale is showing the wrong unit.

When to contact Withings support

Contact Withings for problems with the scale or the Withings app, such as setting up the scale, pairing it with the app or connecting it to Wi-Fi. These problems are not related to your Ciba Health account.

Have this ready before you contact Withings:

  1. Your scale's MAC address. You can find it in the battery compartment.
  2. The steps you have tried, and the step where you get stuck.
  3. Any screenshots or error messages.
Label inside the battery compartment of the Withings scale showing the MAC address

When to contact Ciba Health support

Contact us when your weight shows in the Withings app but not in Ciba Health, or when the troubleshooting steps did not help. Send us:

  • A screenshot of the Withings app showing the missing weight with its date.
  • A screenshot of your Withings web dashboard at account.withings.com showing that it is missing.
  • The date and time you weighed yourself.
  • The email address of your Withings account.

We pass the details to Withings support when needed.

Ciba Health 1:1 patients can also check the connection in the patient portal. Open Health Metrics, then the Accounts tab. The Withings card should show "Connected". If it shows "Unreliable", select Disconnect, confirm with Disconnect, then select Connect and sign in to Withings again.

Still need help?

  • Email: support@cibahealth.com
  • Phone: +1 347-706-9929, Monday to Friday during business hours
  • Ciba Health 1:1 patients can also chat with the care team in Messages in the patient portal.
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