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Cannot add additional users

I can see this has been a problem in the past but this is a brand new item- wifi and bluetooth are connected fine- the additional users I want to add are connected with me on the garmin app. Instead of accepting the users the scale itself is persistently trying to reconnect- I have set it up several times now and its confused somehow!

reset button and even removing batteries doesnt seem to calm it down, even though its all set up on my app...

I m at the point of returning it back!