Syncing Problems
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The Core stores readings and hands them over when the app is open and the scale is awake. It doesn't sync in the background, and a sleeping scale can't be found at all - so step on it to wake it, then open the app.
This covers the Voltra Core and the Voltra Health app. If the scale has never connected rather than stopped syncing, start with pairing your Voltra Core instead.
How to force a sync
- Step on the scale to wake it, and check the display lights up.
- Open the Voltra Health app with your phone within a metre of the scale.
- Pull down on the dashboard to refresh.
- Leave the app open and on screen until it finishes. Switching away mid-sync cancels it.
Readings you took while your phone was elsewhere are held on the scale and come through on the next sync, so weighing yourself without your phone in the room doesn't lose anything.
Nothing is syncing at all
Work down these in order - they're listed by how often they turn out to be the cause.
The scale has gone back to sleep
By far the most common one. The Core sleeps within seconds of you stepping off, to save battery, and a sleeping scale is invisible to the app. Step on it, then go straight to the app rather than the other way round.
You're closing the app too early
The sync only runs while the app is in the foreground. Open it, leave it alone for 30 seconds, and don't switch to another app or lock the phone while it's working.
Battery optimisation is killing it
On Samsung, Xiaomi, Huawei and OnePlus handsets especially, the system shuts background apps down hard and syncing is the first thing to go. Find the battery optimisation or app sleep settings and exclude Voltra Health. On Samsung that's Settings, Battery, Background usage limits, and you want the app out of the Sleeping and Deep sleeping lists.
Background refresh is switched off
On iPhone, go to Settings, Voltra Health, and turn on Background App Refresh.
On Android, go to Settings, Apps, Voltra Health, Battery, and set it to unrestricted.
Bluetooth permissions
On Android, Bluetooth scanning needs Location permission as well as Nearby devices. Both have to be allowed or the app can't see the scale at all. Settings, Apps, Voltra Health, Permissions.
On iPhone, Settings, Voltra Health, and check Bluetooth is on.
The scale needs charging
A low battery lets the Core connect and then drop out part way through. There's a USB-C port under the handle - plug it in for half an hour and try again. If the display doesn't light up at all when you step on, that's a flat battery rather than a sync problem.
It's connected to another phone
The Core holds one connection at a time. If it's still paired to a partner's phone, an old phone, or a previous install of the app, it'll connect to that one instead. Unpair it there first, or reset the scale.
The app is out of date
Check the App Store or Play Store for an update. Sync problems that appear overnight across several days of readings are usually a version mismatch after a phone update.
It syncs, but readings are missing
The reading went to someone else
Check this first if you share the scale. You pick the profile in the app before you weigh, so if somebody else was selected last, your reading is sitting in their history rather than yours. Go to Mine, then Member management, and look at the other profiles before assuming it's lost. See multiple users on one scale.
You were in guest mode
Guest readings are shown once and not kept, by design. If you weighed in while guest mode was on, there's nothing to sync. Turn it off under Dashboard, then Health tools, then Guest mode.
Weight came through but body composition didn't
Body composition needs you to hold the handle. If you stepped on without it, you'll get a weight and nothing else - that's normal, not a fault.
If you did hold the handle and still only got a weight, it's usually socks or tights. The signal can't pass through fabric, so it has to be bare feet and bare hands. Very dry skin can do it too - stand on it again a minute or two after a shower and it'll usually read.
Today's reading looks behind
The app shows the last completed sync rather than anything live. Wake the scale, pull to refresh, and it'll catch up.
A weigh-in is missing entirely
The scale needs a few seconds of you standing still to settle. Stepping on and straight off, or shifting your weight, can mean it never completes a reading. Stand still until the display stops changing.
Readings appeared and then vanished
This is almost always two phones syncing the same scale, or the same account signed in on two phones. Pick one, sign out on the other, and sync again.
If you've reinstalled the app, anything already synced is on your account and comes back when you sign in. Readings still sitting on the scale that had never synced are lost if you reset it first, so always sync before resetting.
The date or time is wrong
The Core takes its time from your phone. If your weigh-ins are landing on the wrong day, check your phone is set to update date and time automatically, then force a sync. This one catches people out after travelling.
The weight itself looks wrong
That's a different problem to syncing. Carpet, an uneven floor and weighing at different times of day all move the number more than people expect. See inaccurate readings and calibration.
Last resort
Do these in order, and only after the steps above.
- Restart both. Force quit the app, turn Bluetooth off and back on, restart your phone.
- Reinstall the app. Your synced readings live on your account, not the app, so signing back in restores them.
- Reset the scale. Turn it over and find the pinhole under the handle, next to the USB-C port. Push a paperclip in and hold for a few seconds until the display responds, then pair again. This clears anything still stored on the scale that hasn't synced, so only do it once you've tried everything else.
Still not syncing
Then we'll take a look. Message us with your order number, your phone make and model, which operating system version it's on, and roughly when it last synced successfully. A ten-second video of what happens when you step on and pull to refresh is the fastest way for us to spot it.
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