FAQ

Android 6.0+ devices require enabling location in order to use Bluetooth. The Android operating system requires it to search and sync with Bluetooth devices.

Ref: https://source.android.com/devices/bluetooth/ble

Caution: BLE scanning requires your permission to enable location because BLE scanning identifies objects that could be used for geolocation. Turning off location will disable Bluetooth.

1. Place the scale on a hard and flat surface. Softer floors such as carpet can cause inaccuracies.
2. Step on the scale with one foot until the LCD screen lights up. Then step off and wait for the LCD screen to display “CAL”. When «0.00» is displayed, the scale is calibrated and you should be able to view accurate results.
3. During the measurement, try to keep your weight centered directly above and over the scale as much as possible.
4. Try waiting for the scale to auto-shutoff (about 10 seconds) before measuring again.

If you think you’re still getting inaccurate results, it may be caused by the following factors:

— A type of internal error. Try resetting the scale by taking one battery out for 5 seconds and putting it back in. If you are using the rechargeable scale, try pressing the reset button on the back of the scale for 5 seconds.

— Unbalanced surface could also cause an inaccurate result. Always try using the scale on a flat surface. Putting it on a softer surface such as carpet can also cause inaccuracies.

— Check the legs/pads of the scale for any obstruction that may cause an imbalance.

Additional tips

1. Avoid moving the scale. Moving the scale frequently increases the risk of inaccuracy.
2. Everyone’s weight fluctuates throughout a typical day. Muscle usage and basic consumption of food and water will cause some weight fluctuation no matter what. Thus, if you weigh yourself multiple times during the day, you will see some differences. To minimize the fluctuations, weigh yourself the same time each day (such as the morning).
3. Accuracy Range:

50kgs: ± 0.3kg (110lbs: ± 0.66lb)

100kgs: ± 0.4kg (220lbs: ± 0.88lb)

150kgs: ± 0.5kg (330lbs: ± 1.1lbs)

We encourage you to test the scale’s accuracy by placing a 5 or 10 pound dumbbell on the scale and viewing the measurement. First calibrate the scale: step on the scale with one foot until the LCD screen lights up. Then step off and wait for the LCD screen to display “CAL”. When «0.00» is displayed, the scale is calibrated and then you can place the dumbbell on the scale.

Try the «Bluetooth anomaly detection» function:

1. Open the RENPHO app.
2. Go to “My Account” and select “Settings”.
3. Select “Bluetooth anomaly detection” and follow the instructions.
4. Submit the abnormality report.
5. Email the support team with your app account and error code (support@renpho.com).

We will pass your issue to our tech team to further diagnose the problem.

Tips for a new user:

1. Please enable location in order to use Bluetooth if you are using an Android device. For more info, view the above FAQ: Why do I need to enable location/GPS for Android phones?
2. Download the RENPHO app which is free at the App Store and Google Play.

RENPHO App works with Bluetooth and above and supports Android 4.3 and IOS 8.0 or above.

Additional tips:

1. If the device and phone are in pairing mode but your phone does not detect the scale after several seconds, try resetting the scale by either replacing the AAA batteries or holding the reset button. After resetting, try pairing again.
2. Reconnect the scale:

Open the RENPHO app > Under the «Measurements» section, select the top right «+» > Select «Device Management» > Find the model number that begins with “ES” and slide it left to forget the device; if you cannot forget the device, you can still proceed to the next step > Tap the «+» on the top right to enter pairing mode > Step one foot on the scale surface to wake it up > After a few seconds of loading, the scale model number will appear (begins with “ES”), tap it > Step on the scale again to complete the pairing.

Yes, the scale can be used in 2 ways:

1. You can have the scale synced with your phone. The measurements are uploaded to the RENPHO mobile app immediately.

2. You can use the scale without your phone. The scale can store 20 measurements; and once the phone is connected to the scale, the data will be uploaded to your account. Multiple people can use the scale but the scale is unable to discern the correct user if the weights are within 3 kilograms.

Reminder, please wait for the scale to auto-shutoff (about 15 seconds) for storing the measurements .

1. Make sure your feet are bare and the surface of the scale is clean.
2. Stand firmly on the scale, touching 4 electrode areas uniformly for about 15 seconds to finish the weighing process.
3. Try applying moisturizer to your feet and measure again.
4. Ask another person to stand on the scale to see if the bio-impedance detects them.

1. Please check the positioning of the batteries are correct.
2. Please check if the battery is rusty?
3. Please make sure all joints are completely tight.

LO indicates low power.

Replace/recharge the battery within 3 days when the scale displays “LO”.

If still not resolved, please contact the customer service team.

ERR indicates weight overload on the scale or an internal programming error.

The scale can support a maximum weight of 396 pounds. If ERR is not caused by excessive weight, please restart the scale by replacing batteries for 5 seconds or pressing the reset button for 5 seconds.

If still not resolved, please contact the customer service team at support@renpho.com

Since the website and Renpho App are two different systems, you need to create an account in the App.

If you still can’t login:

1. Check your internet connection. Turn off your WIFI, try to login using your cell phone’s 4G network.
2. Disable your VPN if you are using one.

If you need any help, please feel free to contact us at support@renpho.com.

1. Open the RENPHO the App and go to ‘Trends’.
2. Tap the clock icon at the top right corner.
3. Tap ‘select data’ at the top right corner.
4. Select the data that you want to delete.
5. Tap the delete icon at the bottom right corner, then confirm.

The tracking information will be sent within 3 working days. Delivery is usually completed within 5 working days. We will inform you via email if there are any complications.

On the RENPHO website, you can process a warranty. Under “Support”, select “Register a Warranty”. Then submit your issue.

Alternatively, you can e-mail support@renpho.com with all the below information.