Why did my scan fail?

A failed ShapeScale scan can occur due to several reasons. To troubleshoot, please check the following:

  1. Incomplete scan process in the mobile app: After your scan appears in the ShapeScale app, make sure to tap the 'measuring tape' icon at the bottom center of the Body Scan view to complete the measurement process. Failing to do so will result in a failed scan.
  2. Incorrect clothing: Wear tight-fitting clothing, such as compression garments, yoga pants, or a sports bra. Loose or bulky clothing can interfere with the accuracy of the scan.
  3. Hair obstruction: If you have long hair, ensure it's tied up and away from your neck. Loose hair can obscure the neck and shoulder areas, leading to scan failure.
  4. Movement during the scan: Avoid moving or stepping off the scale during the scanning process. Any movement can cause the scan to fail.
  5. Direct sunlight: Ensure you are not in direct sunlight while scanning. Bright sunlight can interfere with the scanner's sensors.
  6. Reflective surfaces: Remove any mirrors from the device's immediate surroundings. Reflective surfaces can disrupt the scanning process.
  7. Device arm position: Check that the ShapeScale arm is fully open and in the correct position before starting your scan.
  8. Unstable Wi-Fi connection: A weak or unstable Wi-Fi connection can cause scan failures. Ensure your ShapeScale is connected to a strong and stable Wi-Fi network.

If you've checked all of these points and your scan still fails, please contact our support team at help@shapescale.com. We'll be happy to investigate the issue further and provide additional assistance.

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