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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 RobertMeredith over 5 years ago in reply to 4130348

4130348 said:
When I checked the website (garmin connect) a couple of days ago it showed that an update was available/scheduled.

That'll be because you changed one of the user settings, eg. weight or initials, etc. This is the current workaround for the problem - go in to one of the missing users User Settings on garmin connect (either website or mobile - Garmin Devices > Index Scales > User Settings), make a small change (eg. edit the initials or weight), even if you change it back to the original value, then hit save.

The fix lasts for a couple of days, up to in some cases over a week. But at some stage you'll have to go in and repeat the process, until Garmin come up with a proper fix.

0 device-x over 5 years ago

Problem more months... i give back scales to seller. They ask me wait 1 week for checks. I will be ask money back. Scales for 160 euro and so trash...

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

I was able to return my scale to seller with full refund, had the problem for almost two months. This is ridiculous and my trust for Garmin products dropped to the bottom.

0 Former Member over 5 years ago in reply to Garmin-Matthew

Hi Matthew! Can you confirm what Garmin support in Australia wrote, is the product discontinued? And what is the status for a solution for this?

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

i agree with you! i have some bugs with my vivoactive - with watch, with straps and vivoactive of my wife... this case with the scales convinced me that garmin products were overrated, overpainted and overpriced (

0 herstingray over 5 years ago

Hi am currently experiencing the same issue with my new scale. My wife’s name keeps disappearing and I have to keep on resetting the scale and set it up again.

0 7282081 over 5 years ago

I have same issue. Irritating! I have 5 users.

0 spriefer over 5 years ago

This issue has been reported well over a month ago. Garmin says they are working on and it. I just received my Garmin Index and unable to get my spouse on to show up. Guess I should have purchased the Withings Body+.

0 herstingray over 5 years ago in reply to spriefer

I log into connect.garmin.com of my spouse and under device select the scale and press save under User Settings. Her name is then available on the scale for some time, less than a day as the next morning i repeat the steps.

0 herstingray over 5 years ago in reply to snipe122

Did the firmware load automatically via the wifi or must that be done with the phone setup?