Support Center

Q: Why do I have to provide basic information during registering the App?
A: The basic information provided by the App helps our data platform and expert team to connect your health background more comprehensively. The health analysis algorithm will comprehensively analyze your health status and evaluate your health based on these basic information. The health analysis algorithm platform will provide you with more personalized and accurate health protection services. Therefore, it is very important to provide your basic personal information accurately. If the basic information that you provided is incomplete, you can click on the avatar on the “My profile” page to continue to update or complete the information. SmartHealth will protect your personal information, and your personal information will be anonymous and Encryption processing. So you don’t need to worry about personal privacy leakage.

1. Why can’t the App search for the smart band (or watch)?

 Searching for the equipment usually requires two prerequisites:

1.1 The Bluetooth of the mobile phone is on;

1.2 The location function permission of the App is enabled.

2. Why can’t the smart band (or watch) be searched through Bluetooth?

2.1 Restricted by Android and I0S systems, SmartHealth must enable location permission to be connected through Bluetooth. If you do not grant the relevant permissions to the App, it is possible that cannot connect band with APP through Bluetooth.

2.2 Due to the limitation of the I0S system, the Bluetooth of the “control center” for some Apple users(only control the opening or interruption of the Bluetooth connection of the mobile phone) may be inconsistent with the Bluetooth of the “Setting”(control the opening or interruption of the Bluetooth device). So, Apple users need to turn on Bluetooth in the “settings” and “control centers” at the same time to ensure the use of Bluetooth functions.

1. What should I do if I cannot search for devices (bands, watches)?

Please check whether the device (band, watch) has power. If the power of the band is too low, it is recommended that you charge first, and then try to search; (the power can be checked from the main menu)

2.Is the device near the phone?

When you are trying to connect the smart band with the App, first make sure that the band has enough power and stay close to the device. The closer the distance is, the easier it is to connect with the device.

3. Has the band already been connected by other mobile phones?

If your band has already been connected by another mobile phone and the connected mobile phone is still near the device. At this moment, you need to turn off the Bluetooth of the connected mobile phone, and then use the new mobile phone to search for the band again. Because one band only can be connected by one mobile phone at the same time!

4. How to confirm that the device has been connected by mobile phone?

There is a small Bluetooth icon on the top of the main interface. If the Bluetooth icon shows the connected status which means it is connected. If the icon is gray which means it is not connected yet.

5. Try to restart Bluetooth

If the device has enough power and the band cannot be found although it is close to the phone. Try to turn off the Bluetooth of the phone and turn it on again. After a while, search for the band again.

6. Try to restart (turn off then turn on) the band.

If the device is not connected by any other mobile phones and still cannot be found when it is close to the phone. Try to restart the band (turn off and on again), then open the APP and search for the device again.

7. Restart the Bluetooth.

If there are too many Bluetooth devices around, please go to an area with fewer Bluetooth devices and try to search the band again

8. Try to restart the phone

Please try to restart the phone and reopen the APP to connect to the device.

9. There are many kinds of electronic equipment in the accessories, is there any impact on my device based on the complicated electromagnetic environment?

If there are many Bluetooth devices around, please go to an area with fewer Bluetooth devices and try to connect with the band. 

10. After connecting the smart band (watch), will the App connect to the band automatically?

10.1 For your convenience, the App will try to connect the band since you open the App after the first-time connected. The connection process generally takes around 5 to 10 seconds. During this period, you do not need to perform any operations. After connected, you can perform active normally.

10.2 The automatic connection may fail under special circumstances such as the phone’s Bluetooth is not turned on, the App has not obtained the corresponding permissions, the band’s battery is low, or your phone’s memory is insufficient. You can do the first connecting process to reconnect.

1. White-list
Due to the limitations of the Android system, when the APP is running in the background. The incoming calls, message reminders, and GPS motion functions may not work properly. The saving-power protection and auto-starting system permissions has to be on.

2. Saving-Power Protector settings
The system will determine whether the App is inactive for Android 6.0 which has updated the power management method and determine whether it is necessary to enclose SmartHealth to extend the power usage time when the user is not interacting with SmartHealth. The user needs to set the power consumption protector actively if you want to use SmartHealth for a long time and not be cleared. Taking 0PPO. HUAWEI. SAMSUNG as examples
2.1(0PPO)-Settings-Battery Consumption Protector -SmartHealth- Allow operating background
2.2 (HUAWEI)-Settings-Clear Application while screen locked -SmartHealth-  Unclear
2.3(SAMSUNG)-General settings-Battery management- Unmonitored access, Add SmartHealth to the program

3. Auto-starting Settings
When there are too many applications running on the mobile-phone during the same time the system become freeze and more resources will be occupied. SmartHealth will be cleared in order to save memory-size and ensure the fluency of the system for Android users. Users need to set up the auto-start actively if you want to use SmartHealth for a long time without being cleaned up. Taking OPPO, HUAWEI, SAMSUNG as examples.
3.1 OPPO -Settings- Application Management -SmartHealth- Allow background operation- Allow.
3.2 HUAWEI- Application Management Settings -SmartHealth- permissions -Setting individual permission-App started operating automatically
3.3 SAMSUNG-Setting the Intelligent Manager of battery- Application management operate automatically -SmartHealth

1.Relax and keep quiet may cause the result more accurate.

2.During the test, please maintain a relaxed sitting posture, breathe evenly and don’t do exercise or talk. Put your hands and arms on the table and stretch forward and bend naturally. Doing exercise or talking may mess signal interference up and effects test results.

If you saw tips such as “App bio-electricity weak”, it may because of dry weather, dry skin, physical state, or emotional fluctuations. These factors may cause the electrical skin-signal weak. This phenomenon is more likely to occur in women or the elderly. At this time , You can solve it by breathing on the wrist or moisturizing the skin with water.

3.The smart band (or watch) should be worn tightly.

The band (or watch) measures your heart rate by photoplethy-smography. The best tightness of wearing is that the band can only insert into the top of the wearer’s little finger. Wearing too loose may cause fail to measure the heart rate , and wearing too tight may affect blood circulation and cause incorrect results.

4.Continuous wearing helps to analyze your physical conditions.

The smart band (or watch) record your 24-hour physical changes, except for special circumstances such as charging or bathing. It is recommended to wear it on 24 hours per day.

5.Which factors may affect the results of all-day heart rate (PPG) monitoring?

5.1 Wearing band non-standard may affect the measurement of heart rate measurement and ECG detection. For example, light leakage caused by incomplete fit the skin or slight movement of the band on the skin, etc.;

5.2 Wearing the band too tightly, raising your arms and making a fist also affect blood circulation and ECG detection.

5.3 Even though wear the band correctly, individual differences such as skin color, hair, tattoos, and scars may still affect heart rate measurement and ECG detection.

6.Why is the measurement of ECG always shows littered?

The smart band measures the data by detecting the biological current in the skin, so the skin must not be too dry. It may cause the ECG test fail to measure due to the electrode pads of the smart band are too dry to detect.

7. What should I do if the data such as heart rate, blood pressure, ECG, blood oxygen, respiration rate, and sleep cannot be measured?

7.1 After connecting to the APP, set a skin color close to your own skin in your personal information. Because of the wearing detective function, you need to pass the wearing detection exam to identify and measure.

7.2 Check if the bottom of the band is dirty. This factor may affect the sensor and the electrode pads of the ECG function which caused fail to detect.

1. The weather information is not displayed after connected?

1.1 Confirm that the location permission in the “permission management” and the location information of the “notification bar” (including the permission set by the mobile phone manager) are on.

1.2 Confirm that the network is connected.

1.3 Please confirm whether the weather display function is supported in the band.

2. Why is the weather data on the band not synchronized or displayed incorrectly?

Our band does not update the weather data by itself. You need to connect the band to the SmartHealth App to synchronize the weather data. You can set it up according to the following steps:

2.1 Make sure that SmartHealth and the band are connected;

2.2 Ensure the state of the Network.

Note:

a When the SmartHealth positioning permission is on, the current city will be located automatically. When the geographic location is not available, it will be no any of weather data. Also turn on the GPS will make the positioning and weather data more accurate;

b When the band and SmartHealth are connected, the APP will send weather forecast information to the band periodically. When the network is poor, it may cause the weather data to be updated asynchronously or display no data status;

c When the band is disconnected from SmartHealth, the weather data will not be updated synchronously. If there is a historical data, it will display historical data. If there is no historical data, it will display no weather data.

d For those cities which aren’t supported from the database, you can report to the SmartHealth platform and our company will add those data as soon as possible.

1. What factors will affect the accuracy of the smart band?
The acceleration sensor and algorithm of our smart band are unique. In general, you must fill in all the information accurately after you get the smart band! Any inaccuracies will affect the data of the accelerometer and the calculation of the algorithm includes gender, height, weight, blood pressure and age. These would cause our smart band captured inaccurate step counting or incorrect data, also including inaccurate calorie consumption. These data will cause unsatisfactory data, which will affect your personal sports data.
In addition, the steps counting also influenced by your swing posture, stride length, body shape, road surface flatness, uphill and downhill might influence data a bit.

2. Why hasn’t the smart band started counting steps after I started walking?
The smart band has set an initial value of anti-interference of 20 steps in order to get the specific number. The step-counting will officially start when the steps number more than 20 steps and the real-time step number will shows in the APP main interface. That is the steps will count from 20th step and data storage will save from 30 steps.

1. How do I charge my smart band?

1.1 USB in-line connection: Remove the band from the wristband and plug it into the USB connector to charge it (be careful to plug in the right way!). The power condition will be displayed during charging.

1.2 Type of magnetic-suction: Charging band by connecting with the equipped magnetic suction (be careful to plug in the right way!). The power condition will be displayed while charging.

2. How do I handle the situation about charging smart band (watch) without reaction?

Here are a few ways to try:

2.1 First, check if there’s foreign objects or dust covered on the metal contacts of the smart band. Try to wipe and clean the metal contacts and then plug in the charger few more times For smart band which was charged long time ago, it has to be charged more than 10 minutes to light up . It is not recommended to place the smart band without electricity for a long time because lithium battery will be damaged by that situation.

2.2 Second, ensure that the USB connector (PC or any other power supply) is powered properly .

2.3 Finally, connect the SmartHealth App with the smart band. Check the power of the smart band in “Setting-Battery”. It takes about one hour to fully charged.

3. Can I charge the smart band by using a Mobile Power Pack?

In general, it is not recommended to charge smart band with a Mobile Power Pack.

Because we usually charge Mobile-Phone by using the Mobile Power Pack. The charging current is large, but the charging current will become very small since the mobile phone is fully charged(head to the trickle charging mode). At this time, part of the Mobile Power Pack turn off to save power. However the charging current for our smart band is as small as 25mA, which can lead some Mobile Power Pack assume that the phone is fully charged, thus please stop charging. 

Note: Except some of the Mobile Power Pack on the market which support small current charging.

4. Do I need to wait until the power of my smart band(watch) become 0 then I can charge?

4.1 The smart band(watch) uses a lithium battery which has no memory effect which can be recharged at any time.

4.2 It is recommended that start charging the smart band(watch) since the low-battery sign shows up so as not to affect its use.

4.3 The equipment will remind you to charge when the battery is on low-level.

1. How to turn on the smart band (or watch)?
Press and hold the power button of the smart band (or watch) 3 seconds or charge it until light up. If it cannot be turned on normally, please confirm whether the smart band (or watch) needs to be charged.

2. Where can I download the SmartHealth APP?
The SmartHealth App mainly has the following download methods:
2.1 Apple users can search “SmartHealth” and download it from APP STORE.
2.2 Android users can search SmartHealth through Open Platform and Huawei App Market.
2.3 Scan the QR code on the packaging box (or the QR code on the manual)

3. Which brand of phones are compatible with the APP?
For now, our App supports most of the smart phones currently. The iPhone system version requires I0S 8.0 and above, and the Android phone system version requires Android 6.0, Bluetooth 4.0 and above.

4. Why does the App need to obtain access to mobile phone storage, location, phone,etc.?
SmartHealth needs to use Bluetooth, storage, network and other functions. According to Android or I0S system requirements, App needs to obtain storage, location, phone and other related permissions to provide normal services. Since you log in the first time, be sure to follow the App prompts and choose to always allow the use of relevant permissions, otherwise the App may not be able to be used.

5. How to save power?
Reduce the frequency and time of the Bluetooth connection with the mobile phone, turn off unnecessary notifications or the function of raising the wrist to brighten the screen to save power and extend battery life.

6. Is the band (or watch) waterproof?
The waterproof rating of the bracelet (or watch) is IP67, and splashing in your daily life will not affect the use of the device. It is not recommended to wear it when swimming, sauna or bathing.

7. Can I wear my band on my right hand?
Yes, but it is not recommended to wear it on the right hand, because the left hand is closer to the heart and the ECG signal is stronger. At the same time, according to the principle of pulse diagnosis in Chinese medical the meaning of the pulse of the left and right hands will be different. The monitoring data of the band (or watch) and the background AI are based on the left hand data, so it is recommended to wear it within the left hand.

8. Is the luminous body of the smart band (or watch) harmful to the human body?
The LED light-emitting tube of the band (or watch) will emit green light intermittently during the detection process, which is mainly used to sense human heart rate, blood pressure, and pulse signals. The light does not contain infrared, ultraviolet, radioactive rays. Those kind of functions have very low luminous brightness, which does not cause any damage to the human body.

9. Are the electrodes on the smart band (or watch) harmful to the human body?
The electrode pads on the smart band (or watch) are used to collect the bio-electric signals of the human body, and they do not discharge to the outside. The electrode of the product does not generate current and voltage, so there is no harm to the human body.

10. Why is the back of the band glowing green light automatically?
The green light is the smart band that attempts to monitor the heart rate. If you turn on the heart rate monitoring asthmatically, the band will glow automatically. Our band uses the current mainstream optical heart rate monitoring, please use it assured.

11. Why my band doesn’t light up the screen when I touched the button of it?
Normally you can light up the screen if you touched electrodes. If you cannot light up the screen, please take the following methods to judge:
11.1 Make sure that the band is charged, if there is no power, please charge the band for at least ten minutes and try again;
11.2 When the band is charged, you can try to touch the screen or press the button and then see if there is any response;
11.3 When the band is connected to the App, please open the APP and click the ECG test ==> start button ==> to start the measurement. When the ECG interface of the band is on the screen, observe whether it will enter the measurement process.
11.4 When the band is connected with the APP, please open the APP and click Exercise ==> Start ==> viewing the movement interface of the screen, observe whether it will enter the exercise process.
11.5 When the band is connected with the APP, please open the APP, click Settings==>Set Configuration==>Anti-lost Settings==>Vibration==>Check if the band lit ==> find the band interface displayed.
If the screen still fails to light up after trying the above methods, please contact the dealer to send the band back for testing.

12. Is the screen not sensitive when lifting the wrist?
Consider of your unconscious raising of your wrist during use, such as stretching your arms while sleeping, we have partially restricted the display of your wrist. When the screen of the wristband is down, twist your wrist so that the screen is up to light up the screen normally. It is recommended that you try a few more times to control the best angle of raising your wrist.

13. Does the Bluetooth of the mobile phone need to be turned on all the time while wearing the band?
13.1 The three functions of step counting, sleep counting and alarm clock do not need to be connected to the mobile phone all the time. If you only need to wear the band during exercising, connect the band and mobile phone to view the data synchronously after workout;
13.2 Alarm clock: This function is written into the band when setting the SmartHealth APP. After setting, the alarm clock does not need to be connected to the phone via Bluetooth;
To remind of incoming calls and find the band, you need to turn on the Bluetooth of the mobile phone and keep the connection with the mobile phone.

14. Can patients with implanted cardiac pacemakers use it?
Yes. The ecg detection does not need to artificially load the body with current, but it’s just a passive detection device.
Tips:
14.1 In order to improve your experience, please update the app to the latest version in the App Store or scan the QR code on time;
14.2 One-click memory or some housekeeping software may clean up the process or block for Android system, please add SmartHealth App to the white-list.