Troubleshooting : Scales
Why does the scale not detect body fat and other data?
1. Make sure your feet are bare.
2. Stand firmly on the scale with feet apart, facing the LED digital display.
3. Wait about 15s for the weighing process to finish.
4. Try applying moisturizer to your feet and measure again.
5. Ask another person to step on the scale and see if the body fat data works for them.
Why has my scale stopped working?
Please replace with new batteries or charge the scale.
For battery model:
1. Please ensure the positioning of the batteries is correct.
2. If there is any rust on the surface of the battery compartment, please clean it.
3. Please make sure all points of contact are tight.
For rechargeable model:
Try resetting by pressing the reset button for 5 seconds after a night of charging.
Tips for extending service life:
1. When not in use for a long period of time, please remove the batteries and place the device in a dry room and protect it against extreme moisture, heat, lint, dust, and direct sunlight. Never place any heavy objects on the device.
2. Replace the battery within 3 days when the scale displays "Lo".
3. Excessive heat may damage the battery. Avoid using and storing the scale in high-temperature places.
4. Do not use the scale in a humid environment.
5. Do not mix old and new batteries.
For rechargeable model:
1. Do not use while charging.
2. Do not try to keep charging it after it is fully charged.
Why does the battery drain so quickly?
Bluetooth scales transmit a signal to sync with your phone; thus, most Bluetooth scales will consume more battery power than basic scales.
The complimentary batteries are for trial purposes. Please replace the battery within 3 days when the scale displays "Lo".
Why does the weight displayed on the scale differ from that displayed on the App when converted to stones?
If you select to view your weight in st+lb in the App, please note that the App will display your weight in stone rounded down to the nearest whole number and then display the remainder weight in imperial pounds. For example, someone who weighs 142.8 lbs (on the scale) will have their weight display as 10 stones 2.8 lbs in the App (10 stones = 140 pounds; 140+2.8 = 142.8 pounds). Please keep this in mind if you are trying to convert the pounds you see displayed on the scale to compare it to the App's display in stone.
If you use a conversion calculator for 142.8 lbs, it would display 10.2 stones.
If I forgot my password, how do I get my password back?
1. Open the Renpho app.
2. Under the login page, tap "Forget your password?".
3. Type in your email and receive the verification code.
Notes:
- The verification code expires in 30 minutes.
- Ensure your email address is correct.
- If the email does not arrive in your inbox in a few minutes, check your spam or junk folder or try resending again after 2-3 minutes.
- If it still does not work, contact the support team at support@renpho.com.
My scale displays a non-zero number when there is nothing on it. I can’t make it display 0.00. How can I reset?
For battery models:
1. Remove one of the batteries out of the scale.
2. Wait for 5 seconds and put the battery back in.
3. This resets the scale. Try stepping onto the scale again to check whether it can display 0.00 when there is no weight on it.
For rechargeable models:
1. There is a reset button on the back of the scale. Press it for 5 seconds to reset the scale.
2. Try stepping onto the scale again to check whether it can display 0.00 when there is no weight on it.
How do I reset the scale?
For battery models:
1. Remove one of the batteries out of the scale.
2. Wait for 5 seconds and put the battery back in.
For rechargeable models:
There is a reset button on the back of the scale. Press it for 5 seconds to reset the scale.
I have registered an account on the Renpho website, why can't I log into the App?
Since the website and Renpho App are two different systems, you need to create an account in the App.
If there is a pop-up window saying that the server is temporarily unable to service your request, please follow these steps:
1. Check your internet connection. Turn off your WIFI, try to login using your cell phone’s network (3 or 4G network).
2. Disable your VPN if you are using one.
What should I do if the scale displays something unusual (EEr/Lo)?
Lo indicates low power.
Replace/recharge the battery within 3 days when the scale displays "Lo".
EEr indicates the scale sensor may have been overloaded or an internal programming error.
The scale can support a maximum weight of 396 pounds. If EEr is not caused by excessive weight, please restart the scale by taking out the batteries for 5 seconds (and putting them back in) or pressing the reset button for 5 seconds.
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