Not to fear, we'll provide you with a few steps and resources here to troubleshoot the problem. If you're unsuccessful in receiving a scan or activating your sensor, the NutriSense support team is here to help!
Here is a guided video to help you through this process!
First, is your sensor active?
No? let's activate it here.
Yes? 👇
Yes, my sensor is active!
Great! Which of these options explains the issue you are experiencing?
A) It has been over 1 hour since I activated my sensor
Yep, over 1 hour!
- First, let's double check your app is up to date.
- Please try to scan again. Make sure that your phone is touching the sensor.
- Make sure you are scanning at the top of the iPhone where your selfie camera is located.
- Make sure to press your phone to the sensor for 2-4 seconds. You should feel 1-2 vibrations when the sensor and phone communicate.
- If you do not see data, pull down on the graph to give it a refresh.
Not yet 1 hour.
- You will need to wait one hour after activation to start scanning.
- If you receive the message that the sensor is already active, it most likely is. You can clear the cache to get the sensor information to update in the app: go to your app > settings > clear cache.
- Wait one hour and then scan again.
- If you continue to receive the message "activation failed" or "please activate sensor", please contact NutriSense support through the in-app chat so we can help you with this issue.
B) I am receiving a successful scan, what about data?
- Try scanning using cellular data if you have been using wifi, or wifi if you have been using cellular data.
- Log out and back into the app.
- Uninstall and reinstall the app.
- Turn the phone off and on again.
If this does not work, please contact Customer Support in the app by hitting the green plus sign, and starting a new message. Please pay attention to any error messages you are getting and let the support team know what they say. If possible, grab a screenshot and send it in!