Withings: a complete troubleshooting guide

Don’t worry, we’ll get your data back on track!
Having trouble transferring data to TELUS Health Engage? Don’t worry, we have a clear plan to solve this together. Let’s go step by step!

Important: after each action, please wait 30 minutes and check if the data is flowing again.

Step 1: check Withings data
1. Open your Withings app
2. Check if your activities are displayed:
- Steps
- Workouts
3. If not: sync your device with the app
Tip: data flows from the Withings app to TELUS Health Engage, not directly from the device!

Step 2: reconnect tracker in TELUS Health Engage
1. Open TELUS Health Engage menu → "Tracker connection"
2. Find the Withings logo
3. Click "Disconnect"
4. Select Withings again
5. Follow the instructions
6. Enable ALL permissions

Step 3: disconnect on Withings website
1. In TELUS Health Engage: disconnect Withings again
2. Visit: https://account.withings.com/partner/partner 
3. Log in 
4. Disconnect TELUS Health Engage
5. Reconnect Withings in TELUS Health Engage

Step 4: clear app cache
1. Open smartphone settings
2. Go to "Apps" → TELUS Health Engage
3. Select "Storage"
4. Tap "Clear cache"

Step 5: full restart
1. Uninstall TELUS Health Engage
2. Turn your smartphone off and on again
3. Reinstall TELUS Health Engage
4. Set everything up again

Peace-of-mind boost: Don’t worry, your data remains safe during reinstallation!

Pro tips for best results
1. Patience is key:
- Wait 30 minutes after each change
- Check synchronisation regularly

2. Be systematic:
- Test one solution at a time
- Note what you’ve already tried

3. Keep apps up to date:
- Update the Withings app and TELUS Health Engage regularly
- Check for updates for your Withings device

Avoid common pitfalls
- Check your internet connection
- Keep your device charged
- Sync regularly with the Withings app

If nothing works…
Did none of the steps solve the issue? Our support team is here for you!
- Document what you’ve already tried
- Describe the problem in detail

Motivation boost: technical issues are only temporary. Stay active: your health still benefits!

Your path to success
Start with the first step and work through systematically. Most issues can be resolved with one of these measures. You’ve got this!

Remember: we’re here to help you. Together we’ll get your Withings data flowing again!

Need more help? Don’t hesitate to contact our support. We’ll find a solution and get you back on track!