Index Smart Scale

I have followed all of the online steps to reset my Index Smart Scale. The issue I am having is that when I try to pair my new phone I get a notification that says "Pairing rejected by Index Smart Scale". I also get "This device is already linked to another Garmin Connect account. We must rest the device and erase its current data to link it to your account." Yet when I hit reset, it doesn't. It cycles through "Connected" "Checked device registration" to the reset message followed by it "Disconnecting"

I don't know what else to do to make the scale connect since these error messages don't appear on the garmin website or any threads I have found. I have also tried to reach out directly to Garmin, but that isn't an option.

0 Garmin-Tracy 22 days ago

Which email address was previously used to log into Garmin Connect for the primary user? the "This device is already ..." message indicates it was previously connected to a different primary account.

0 mhartman412 21 days ago in reply to Garmin-Tracy

I am using the same e-mail address and connect account I have always used. For some reason the scale had stopped connecting to my phone, so I removed the scale from my garmin connect account. Then I tried to re-add it and it started giving me the "the device is already ..." message. It also said to reset the scale so I pressed the button on the back on the scale to reset it, but I continue to get errors.

0 Garmin-Tracy 21 days ago in reply to mhartman412

I reviewed your account and it appears that there are multiple family members who have/had access to the scale. Is it possible one of the other users was previously the primary?

0 mhartman412 20 days ago in reply to Garmin-Tracy

I was the primary user and I set the others up after I had already been using it for a while. If you can see the other members are you able to reset the information for the device so I can use my scale again?

0 Garmin-Tracy 17 days ago in reply to mhartman412

Unfortunately no, I can additional users were associated to the scale but I can't see details nor modify any account information. At this point I would recommend you contact Garmin Support for the most efficient and detailed assistance

0 mhartman412 14 days ago in reply to Garmin-Tracy

I have tried going to the link you sent it takes me to the same place I went before coming here. Garmin Support doesn't exist as I am never given an option to email or call. I continue to go circles trying to get help from Garmin.

0 seilogramp 14 days ago in reply to mhartman412

If you're in the US or Canada...

Screenshot from Index S2 Smart Scale | Garmin Customer Support

0 mhartman412 6 days ago in reply to seilogramp

Thank you seilogramp for your help! It was nice to talk to someone in real time to make sure I wasn't missing a step.

Garmin- Tracy thank you also for your help.