If there is a problem with your ShapeScale, please reach out to help@shapescale.com and provide the following information:. Based on this information, our team will advise whether the unit needs to be returned and replaced, or if the issue can be fix

If there is a problem with your ShapeScale, please reach out to help@shapescale.com and provide the following information:<ul><li>Your business name</li><li>Your scale serial number. It can be found by scanning the QR code underneath the base of the device.</li><li>A description of the issue. Any media of the issue would also really help us investigate the problem.</li></ul>Based on this information, our team will advise whether the unit needs to be returned and replaced, or if the issue can be fixed remotely.

My ShapeScale is faulty, what should I do?

Please note that we will only be able to process your cancellation if you are still within your 45-day trial period. The trial period starts on the day you receive your ShapeScale. If you have exceeded your trial period, you will have to commit to an

Please note that we will only be able to process your cancellation if you are still within your 45-day trial period. The trial period starts on the day you receive your ShapeScale. If you have exceeded your trial period, you will have to commit to an annual lease as per our <a href="https://business.shapescale.com/checkout/terms" rel="noopener noreferrer" target="_blank">T&amp;Cs</a>. To cancel your lease and return your device, follow the instructions below:<ol><li>Reach out to us at <a href="mailto:help@shapescale.com">help@shapescale.com</a></li><li>Let us know why you&#x2019;d like to cancel and return the device</li><li>Our team will create a return label for you and schedule a pickup for your unit. If your destination is not covered by our free returns, we will send over an invoice before processing your return.</li><li>Once received, our team will inspect the unit for any damages. Failed inspections can lead to penalty charges.</li></ol>

How do I cancel my subscription and return my ShapeScale? (ShapeScale for Business)

ShapeScale

Follow these steps to return your ShapeScale or share a problem with our team.

Cancellations, Returns & Repairs

Business Video Tutorials (ShapeScale for Business Only)

Scanning guidelines

How to take your first scan

What are some common mistakes people make when getting scanned?

Where should I set up my ShapeScale?

How do I unpack my ShapeScale?

Pairing your ShapeScale

How do I activate business features for my account?

Creating accounts on behalf of clients (Only available with ShapeScale for Business)

Creating personal client accounts (ShapeScale for Business)

Creating home user accounts (ShapeScale for Home)

How often should I get scanned?

What do ShapeScale’s LED colours indicate?

Accessing clients’ scans (Only available with ShapeScale for Business)

How do I use ShapeScale with Android clients? (ShapeScale for Business)

Getting started

How does ShapeScale compare to conventional 3D body scanners and 3D fitness trackers?

What are the dimensions of ShapeScale?

What do you need for ShapeScale to work?

How does ShapeScale work?

How accurate is ShapeScale?

What are the height and weight limits for a ShapeScale user?

Is my data private and secure? How do you safeguard data?

Does ShapeScale work on batteries?

How is this different to regular scales and DEXA/DXA scans?

Does it work offline?

Do you have an Android app?

Can I use ShapeScale when I am pregnant?

Can I export my 3D data/scan?

What does ShapeScale measure?

Is ShapeScale safe to use?

How long does it take to scan someone with ShapeScale?

Does ShapeScale have an Ethernet port?

Who has access to user scans?

What type of business is ShapeScale for?

How does ShapeScale help me improve my clients’ results and retention rates?

Where is ShapeScale currently used? Where can I try ShapeScale?

How many users can I have? What is a Monthly Active User? (ShapeScale for Business)

Product Information

What is the pricing for ShapeScale for Business?

What's the difference between ShapeScale for Home and ShapeScale for Business?

Is there a trial period?

What is included in the business subscription/lease?

What countries do you ship to?

When do you ship?

How do I order a ShapeScale for my business?

ShapeScale for Business Pricing & Shipping

What is the pricing for ShapeScale for Home?

ShapeScale for Home Pricing & Shipping

Pricing & Shipping

Dashboard

Shape & Health Scores

Body view

Heatmap view

Compare view

PDF reports

Browser

Clients view (Only available with ShapeScale for Business)

Understanding Lean Mass in ShapeScale

Help! I Lost Lean Mass!

Measurements

App & Measurements

How to report an issue with a scan

I have an unassigned scan. What should I do?

I get a “Scan recovery key” message at login.

My body fat percentage is off.

I took back-to-back scans and my measurements aren’t the same.

Some body parts got cut off/are missing on my scan.

I can see my 3D scan but the metrics are missing.

My scan isn’t showing up in my app.

The white progress ring on the head of my ShapeScale is stuck.

I can’t download the app on my Android.

My ShapeScale is saying "3D sensor error".

My ShapeScale is saying "homing error”.

Troubleshooting

Do you have any user guides?

How can I reach out?

Do you offer direct phone support?

Do you provide in person training?

Do you have any training videos for business owners/staff?

Additional support

Do you have any material I could use on my website or for ads?

Marketing Material