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Index scale missing user

My Garmin Index Scale is handling two users, and it's been working fine.
Today my girlfriend complained there is only my name on the display, hers has dissiperad? :confused:
My own is still working fine.

The product about 2 months old and working fine.

Any suggestions why?

Top Replies

Garmin-Matthew over 5 years ago +1 verified

Hello All - This was recently resolved in a update to the Garmin Connect Website (API). I am closing this thread as resolved. For any future similar issues, please create a new thread.
Former Member over 5 years ago +9

Hello everyone, I have now created a support case regarding this, will return as soon as I have an official answer.
Former Member over 5 years ago in reply to Former Member +5

Thanks for doing this. My suspicion is that it's related to the scales always saying they need to be upgraded. I suspect the upgrade is applied each day, wiping out the current settings.
RobertMeredith over 5 years ago in reply to DC +5

Same situation for me. Two users, with me as owner. Second user disappears. Shows up again briefly if we update the other user’s profile on Garmin Connect and re-sync, only to disappear again the next…

All Replies

0 M.G. over 5 years ago

Hi there

Same problem here. I bought the scale 3 weeks ago. We both have a Forerunner and accounts at Garmin.

I set up the scale with my account, invited my girlfriend, after 1-2 days she is no longer recognized. Then I tried the other way around. Set up with her account, invited myself, after 1-2 days I am no longer recognized.

The hint with changing the initials helps only briefly. At this price you can expect that one of the prominently advertised features will work.

I have contacted the support and am still waiting for an answer.

0 Former Member over 5 years ago in reply to mhjerpe

Also affected. Will raise a ticket to keep the pressure on

0 OlivariusFR over 5 years ago

Exactly SAME problem for me.

It works for me but not for the three other people in the house.
For them it worked only once.

I sent a message to support. Waiting for an answer.

0 hamiltonjames17 over 5 years ago

So having tested 3x weeks in a row - it seems that no matter what they my partner re-adds the scales into her Garmin account, they disappear on the following Sunday.

0 SaltnPeppa over 5 years ago

Exactly the same thing happening here. It forgets my wife every day and I have to delete here and add her again. Incredibly frustrating! Have only had the scales ~ 3 weeks. I've raised a ticket by email (got the confirmation email) but no response as yet.

0 mhjerpe over 5 years ago in reply to hamiltonjames17

Hmm same here. New week. Users gone :(

0 Former Member over 5 years ago in reply to mhjerpe

Interestingly, today my users disappeared as well. I did a re-installation on Monday afternoon and yesterday I was so happy that everyone was there, I thought it was solved, but obviously not.

+1 device-x over 5 years ago

5 days ago i replaced batteries, made reset to factory defaults and set up scale as new device (before i delete device in my garmin connect account)
This recommendation from garmin support.

Issue not repeat yet. Watching...

Anyway, support told me: if issue will repeat i need bring scale to guarantee service.

0 Former Member over 5 years ago in reply to device-x

Have you tested today? It seems like they disaper between sunday and monday

+1 device-x over 5 years ago in reply to Former Member

Yes. Today approx 05:00 am UTC it was ok.

Reset to defaults it easy operation. If you don not do it before - i recommend to check it.