How to report an issue with a scan
Whenever you think there is an issue with one of your scans, you will need to report it so that our team can investigate.
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Troubleshooting
Something wrong? Find the most common issues and solutions here.
I have an unassigned scan. What should I do?
Whenever a user takes their first scan on your ShapeScale without using the QR code, the scan will be unassigned and the scale admin will receive a notification. The admin can head into their notifications tab in the top right corner of the dashboard
I get a “Scan recovery key” message at login.
Your recovery QR code is required when you attempt to log into your account from an unrecognised device. You can think of this as the equivalent of a 2-factor authentication for your ShapeScale account. This key can be found in the verification email
My body fat percentage is off.
If you need us to look into one of your scans, please make sure to report the scan before reaching out to our team at [email protected]. Our body fat percentage is trained on DEXA scans, the gold standard of body composition analysis. Typically, DE
I took back-to-back scans and my measurements aren’t the same.
There currently isn’t any device on the market that can calculate body measurements with 100% accuracy, and a lot of factors can create body fluctuations and therefore variance over short periods of time. That being said, you shouldn’t expect more th
Some body parts got cut off/are missing on my scan.
If some body parts are missing on your scans, this can be due to one the following reasons:. If none of these apply to you, please report your scan and reach out to us at [email protected].
I can see my 3D scan but the metrics are missing.
In 90% of cases, the metrics are missing because you haven’t added your personal information to your account. You can add it by heading into “Menu” > “Settings” > “Profile”. Once added, the metrics should populate. If this doesn’t apply to you, pleas
My scan isn’t showing up in my app.
Most of the time, this happens when you didn’t trigger your first scan with your unique QR code (see photo at the bottom of the article). If you don’t use the QR code, ShapeScale won’t know that the scan is linked to your account and will therefore r
The white progress ring on the head of my ShapeScale is stuck.
Please note that depending on the speed of your WiFi, it can take up to 8 minutes for the scan upload to complete. If the blinking white lights still haven’t progressed 8 minutes after taking the scan, this means that the scan upload is stuck. This h
I can’t download the app on my Android.
We do not currently have an Android app. You will need to have access to an iOS device to create an account and perform a scan.You can refer to this article to learn how to use ShapeScale with Android clients.
My ShapeScale is saying "3D sensor error".
If this happens, please try rebooting your ShapeScale (unplugging it and plugging it back in). If the issue persists, please get in touch with our team at [email protected].
My ShapeScale is saying "homing error”.
If your ShapeScale says that there was a “homing error”, please record a video of the issue and reach out to our team at [email protected]. We will investigate the issue and advise on next steps accordingly.