I have a problem with my wearable, what can I do?

Pairing the wearable

If pairing the wearable is causing issues, we're curious if you have already tried the following:

Is the phone connected to the internet?
Have you used the same account to pair the wearable with the Ancora health app as the account you created on the factory app itself?
Is the wearable fully charged? If the wearable is not charged, certain functionalities may not work properly at that moment.
Have you given the Ancora app permission to use certain functionalities of the phone? If not, you can adjust this under settings in the "App Management" section.
If the above points do not provide a solution, please contact our customer service, they will be happy to assist you.

I have connected my wearable but do not receive/see any data in the app?

If you're not receiving data, it could be due to a few reasons. Let's first check the most important points:

Is Bluetooth enabled on your wearable and on your phone?
Have you installed the factory app of the wearable on your phone and is it linked to your wearable? (For example, Garmin = Garmin Connect, Apple = Apple Health Kit) You can do this by selecting the relevant app under data sources in the Ancora app settings and connecting it.
Do you see data in the factory app?
When connecting in the Ancora app, have you used the same account as the one you use in Apple Health Kit? (Have you used the same email address?)
Note: To trigger data transfer, it's important to regularly open the "factory app" on your phone alongside the Ancora app. This initiates the data transfer.

If the above steps do not solve the issue, please contact (link to contact page) customer care.

Do you have questions about the options your wearable offers you as a user?

There are quite a few wearables on the market nowadays, and the specifications of wearables vary greatly. In that case, take a look at the website of the wearable manufacturer. There you'll find all the information about what you can exactly do with the wearable and what not.



Apple watch