ECG not working

[tcat007]

ECG was working fine on my account, but switched to wife, now the watch says set up in app, but app is set up for her account. Watch keeps saying go to app, doesn't say start or hold fingers on sides.  Any secrets to get ECG working?

[Wibby]

Hello @tcat007 

You have to set it up again, just like you did before for yours.  This is because the Charge 5 is now linked to a brand new account.

I wonder if it will ‘remember’ when you switch back…

I hope that solves your problem for you.

[tcat007]

It doesn't seem to let me set it up.  It already shows the apps with all permissions set.  

[tcat007]

Am I supposed to delete data on the watch after I remove it from my account?  It seems to have all my data for today (on her account), but it's picking up her heart rate.  Just not letting her do ECG.

[tcat007]

It also shows her account has premium on it (only set it up on mine).

[Wibby]

@tcat007 

Did you set it up again as a new tracker connected to her account?  Is her account the one showing in the App?  If it is, try syncing the Charge 5 to her account in the App and the numbers should change. (I hope)

[tcat007]

Yes "added charge 5", found it, and it synced. I've synced it a couple times but still shows my 6000 steps and 3 miles.

[tcat007]

I am using same phone (my phone) with different email account fort her.  She has a non-usable flip phone.

[Wibby]

Hello again @tcat007 

If you have switched the App to her account and signed in and synced to the Charge 5, are your stats showing in the App and on the tracker?  If it's only on the tracker, how about restarting it?

From the Clock Face screen scroll down until you get to Settings, tap, then scroll up until you get to Restart Device, restart.  See if that fixes it.  Also close the App down and then reopen it. Make sure your wife's profile is the one appearing in the App, not yours.

I hope some of this will help you.

[tcat007]

I restarted. It looks like my stats are showing in app and on watch, but only today. Yesterday is zero (except calories for some reason).

I tried taking my ECG, but watch says set up app, go to app. A pop-up on phone opens to "install ECG app", I click it and had uninstall button (with her logged in).

[Wibby]

Hello @tcat007 

For the ECG set up, you have to go through the Discover tab in the App on your phone to click permissions etc.  The same as you did it previously.  I don't have ECG but this is what I found:

Go to Discover Tab on the Today Screen in the App on your phone.  Tap on Health Assessments and Reports.  Choose Heart Rhythm Assessments.  Read the introduction, tap Get Started at the bottom of the Screen. 

Check that you meet all of the criteria and then press I Confirm.

Read the Privacy Policy and tap I Agree.

Then it will run through different screens that give you information about how it works.

It will then have a video to show you how it works and then you can start using the App yourself.

Maybe you have to do that each time you switch people.

[tcat007]

I'm starting to think the installed apps (like ecg) are tied to the phone, not the account or email.  It's like the watch doesn't think ECG is installed, but shows installed when she (or me) are logged in.

[Wibby]

Have you tried going through the steps I just outlined?  See if it helps.

[tcat007]

When I go to heart rhythms, the only button on bottom is "view results". That sends me to a page "install ECG". That sends me to a page showing ECG is installed.

PS: I just tried uninstalling then reinstalling ECG.  I get same issue.

[tcat007]

Ok, I'm guessing the app isn't smart enough to store data on 2 accounts on one phone. Since if I clear data when she is logged in, it probably clears what's in the app (which was my data when I was logged in).  The watch syncs with phone app data, not caring about email logged in.  

[tcat007]

Well, think I got it working!  I installed a new watch face. After that it asked if I wanted the app to manage the watch, clicked yes.  Now it shows the touch edges with fingers for ecg!