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BodyTrace Scale/BPM Internal Support Guide (FAQs, Error Codes, Troubleshooting, Etc)

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Axel Mora
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Overview

BodyTrace is a company that develops and sells digital health devices, specifically weight scales and blood pressure monitors, designed for remote monitoring and easy data transmission. Their scales use cellular connectivity to automatically upload weight data, eliminating the need for Bluetooth pairing or additional apps.

Vida previously provided members with BodyTrace Weight Scales and Blood Pressure Monitors, but switched to Withings in 2024.

This is an internal Vida article. The following style guidelines in use are: 

  • Clickable links in Table of Contents jump to each section in this article
  • Headers and subheaders are in larger text
  • New sections are indicated with vertical lines
  • Black bold text = important information, 
  • Black italicized text = notes/context, 
  • Red bolded text = HIPAA or urgent information, 
  • Purple text indicates scripting or macro templates, 
  • Blue underlined text indicates hyperlinks (may turn dark purple after being clicked, depending on your system settings)

Who Handles (Tier 1 / Tier 2)

Clearly indicate which issues should be handled by Tier 1 and which require escalation to Tier 2, including key signals or decision criteria.

Tier 1 Information gathering and basic troubleshooting.
Tier 2 Escalate to BodyTrace - use steps located here.

Member-facing Resources

Vida Agent-facing Resources

Macros 

To use a macro, search on Zendesk to add the approved text to the email correspondence in a public reply. Macros can also be used as scripting in the call with Vida members. 

Below is a list of Bodytrace macros that are currently available.

English Macros

  • Device Support::Device Troubleshooting::Bodytrace Scale Escalation
    • <p>Hello {{ticket.requester.first_name}}​,</p><p><br></p><p>Thank you for your patience and I apologize for the inconvenience.</p><p><br></p><p>I will go ahead and have our Device Escalation Team look into this now. Please provide us with the 15 - digit Serial Number that can be located at the back of your device. This would help us further investigate the current state of your scale. Results can then be available after 48-72 hours and we will let you know what our next steps are.</p><p><br></p><p>Again, thank you for your patience and please let us know if you have any further questions or concerns.</p><p><br></p><p>Have a great day!</p>
  • Device Support::Bodytrace Scale replacement
    • <p>Hello {{ticket.requester.first_name}}​,</p><p><br></p><p>I went ahead and pushed a replacement order for you to be processed. You should receive an email with the tracking details and information as soon as it has shipped out.<br></p><p><br></p><p>Please allow 10-12 business days for delivery to be completed. We appreciate your patience.<br></p>

Spanish Macros 

  • No Spanish translations available at this time.

Error Codes & Troubleshooting

Present a table (with columns for Error Message, Explanation, and What to Tell the Member) and include detailed step-by-step troubleshooting instructions.

Scale Error Codes

Error Code Explanation What to Tell the Member
Er 1 Battery low Replace batteries with four Duracell AAs.
Er 2 Movement detected Avoid moving or talking while taking a measurement.
Er 3 Overload The device is only accurate up to its rated capacity.
Er 4 No cellular coverage Move to another area, closer to a window. Use the device at a location where you get a strong cellular signal with your mobile phone.
Er 5 Cellular connection error
Er 6 Data transmission error
Er 7 Internal error Replace batteries with four Duracell AAs. If the issue persists, contact customer support.
Er 9 Provisioning error Retake measurement. If the issue persists, contact customer support.
Er 10 Subscription suspended Have our Device Escalation Team (Prodops_support) look into this now. Please provide the 15 - digit Serial Number that can be located at the back of the device. This would help further investigate the current state of your scale. Results can then be available after 48-72 hours and we will let you know what our next steps are.
Er 11 Subscription terminated

Blood Pressure Monitor (BPM) Error Codes


 

Error Code Explanation What to Tell the Member
ER 1 Battery low Replace batteries with four Duracell AAs.
ER 2 Movement detected Avoid moving or talking while taking a measurement. After securing the cuff and assuming the correct posture, consider waiting for five minutes to settle down before starting a measurement.
ER 3 Measurement out of range Confirm that the cuff is secured correctly on your exposed arm. Remove all clothing and jewelry from your arm. If you feel unwell, contact a medical professional.
ER 4 No cellular coverage Move to another area, closer to a window. Use the device at a location where you get a strong cellular signal with your mobile phone.
ER 5 Cellular connection error Move to another area, closer to a window. Use the device at a location where you get a strong cellular signal with your mobile phone.
ER 6 Data transmission error Move to another area, closer to a window. Use the device at a location where you get a strong cellular signal with your mobile phone.
ER 7 Internal error Replace batteries with four Duracell AAs. If the issue persists, Tier 2 support to escalate to BodyTrace.
ER 9 Provisioning error Retake measurement. If the issue persists, Tier 2 support to escalate to BodyTrace.
ER 10 Subscription suspended

Have our Device Escalation Team look into this (escalate via side convo to Prodops_support).

Script:

Please provide the 15 - digit Serial Number that can be located at the back of the device. This would help further investigate the current state of the device and results can then be available after 48-72 hours 
ER 11 Subscription terminated
ER 15-24 System error

FAQs

Present a table (with columns for Question, Explanation, and What to tell the Member) listing common questions related to the issue, along with short, clear, scripted answers.

Scale Best Practices

Before diving into the FAQs below, use these best practices as a first step when supporting a member with scale issues. They can help prevent common problems with inaccurate readings or connectivity:

  • Place the scale on a hard, flat surface. Soft flooring (like carpet) can throw off readings.
  • Keep the scale in the same location. If the scale is moved, it may need to be recalibrated. If the next weight entry seems off after moving the scale, have the member recalibrate it by stepping on and off to reset.
  • Improve reception by placing the scale near a window, if possible.
  • Remind members that the scale is for their use only. If someone else uses the scale, that weight may appear in the member’s Vida app.

If these tips don’t resolve the issue, refer to the FAQs below and use the provided scripting to guide the conversation.

Scale FAQs

Question Explanation What to Tell the Member (Scripting)
Why do I keep getting a red dashed line on my BodyTrace scale? BodyTrace scale uses cell data to connect. Direct members to bodytrace.com for more information. Multiple attempts with red dashes and no data connecting may be related to connection issues.

If the scale was moved recently, it may need to recalibrate to give accurate readings. Let’s walk through that process together:

  1. First, place the scale in an area with strong signal—ideally near a window.
     
  2. Step on the scale and stay still until your weight appears and stabilizes.
     
  3. Then step off. You’ll see dashes moving on the screen—that means it’s trying to send your data.
     
  4. When the screen goes blank, go ahead and repeat the process one more time.
     

The scale sends data using AT&T and T-Mobile towers in your area, so it doesn’t depend on your personal cell service.

If those towers aren’t nearby, the scale won’t be able to connect.
And if you see those rotating dashes, that means it’s trying up to three times to send your weight before it turns off to save battery.
Why does my BodyTrace scale show different weight readings within a few minutes? Inconsistent weight readings may be caused by issues with scale calibration, battery performance, or transmission errors. It's important to confirm whether the issue is with the scale hardware or the data syncing to Vida. We use recent readings and calibration steps to help isolate the cause.

Are you getting any error codes on the scale? Have you tried removing and reinserting the batteries to recalibrate it?

If member already completed these steps:

Let’s walk through a quick weigh-in together to check how the scale is performing. Here’s what to do:

  1. Step onto the scale and stay still. It should turn on automatically and display your weight.
  2. Once the number flashes, the weight has been captured.
  3. Step off the scale to start the transmission process.
  4. You’ll see little dashes circling—this means the scale is sending your weight to Vida.
    Once it’s sent, you’ll see a small box icon on the display.
     

Just a heads up—it can take up to 10 minutes for your weight to show in the Vida app.

[Look up recent weights on admin by following these steps, click here]. 

It looks like the weight uploaded now was [recent weight], does that match what you’d expect to see? Can you share what your usual or expected weight is? That helps us check for any patterns or spikes.
Can you delete my previous weights sent from the scale? Scale logged incorrect weight. 

If you’d like to remove a weight entry, you can do that directly in the app. Here’s how:

  1. From the Home screen, find your weight tracker.
  2. Tap the weight tracker to open it.
  3. Tap History.
  4. Find the entry you want to remove — you can either tap it or swipe left on it.
  5. Then tap Remove to delete it.

If you don’t see the option or the entry won’t delete, I can take care of it for you on our side. Just let me know the date and weight of the entry you’d like removed.
What is the maximum supported weight for the BodyTrace Scale? Members may need to know the scale's weight limit to ensure accurate readings and safe use. The BodyTrace scale supports up to 397 pounds, or 180 kilograms. If a weight above that is recorded, the scale may not give an accurate reading or may not transmit the data.
How do I switch my BodyTrace Scale from  kilograms (kg) to pounds (lb)?

For Vida-provided scales only:

Tier 1 agents: If the issue persists after the reset, escalate to Tier 2.

Tier 2 agents: If the issue remains unresolved, escalate using the BodyTrace Escalation Sheet.

*If scale is not provided by Vida, advise member to contact the manufacturer or seller.

 To switch your BodyTrace Scale from kilograms (KG) to pounds (LB), please remove the batteries from the scale and then reinsert them to reset it. If the scale still displays weight in kilograms after doing this, we’ll take care of the next steps for you. Please provide the 15-digit serial number located on the back of the scale so we can get this escalated.

Blood Pressure Monitor (BPM) FAQs

Question Reason What to Tell the Member (Scripting)
How do I set up the BodyTrace BPM in the Vida app? Members need to connect the device to Vida to ensure readings are synced. Let’s get your device connected in the Vida app: Open the Vida app and log in. Tap the Settings icon (top right), then select Connect Devices & Apps. Look for ‘Connect with Fitbit, Garmin, Withings, or Others’ and tap Connect. From there, search for BodyTrace BPM and tap Connect+. When prompted, enter the 15-digit serial number from the back of your monitor, then tap Authorize. That should complete the setup.
How do I take my first blood pressure reading? Members may need a walk-through of proper use for accurate results. Plug the cuff into the monitor and position the cuff on your bare upper arm, following the instructions in your user manual. Sit upright with your back supported and your arm resting at heart level. Press START/STOP on the monitor and wait while the cuff inflates. Once the reading finishes, go back to the Vida app’s Home screen and pull down to refresh. Your blood pressure reading should appear within a few moments.
The monitor doesn’t turn on when I press START/STOP. OR The cuff doesn’t inflate (no display). Batteries may be drained or inserted incorrectly. Let’s check the batteries. Please remove the back cover and make sure 4 AA batteries are installed, following the +/– symbols inside the battery compartment. If the batteries are in correctly and it still won’t turn on, try replacing them with fresh Duracell AA batteries.
The cuff doesn’t inflate, but the display turns on. Cuff connector may not be fully plugged in. Please make sure the cuff’s connector is firmly plugged all the way into the side of the monitor. A loose connection can stop the cuff from inflating.
I can’t get the cuff to wrap around my arm. Cuff may not be pre-looped or assembled correctly. To form the cuff loop, pass the end of the cuff (furthest from the tubing) through the metal D-ring. The smooth side of the cuff (without Velcro) should face your arm when you wrap it around.
My readings seem too high/low or vary a lot. Incorrect cuff position or movement during readings. Make sure the cuff is snug and placed on your upper arm as shown in the manual. Sit upright with feet flat, back supported, and your arm resting at heart level. Stay still and avoid talking during the reading for best accuracy.”
My readings are different from what I get at the doctor’s office. Differences in environment or stress can affect readings. That’s totally normal. Readings at the doctor’s office can be influenced by stress or anxiety—this is called ‘white coat effect.’ Home readings are often more accurate for your day-to-day blood pressure. Keep measuring regularly, and check with your doctor if you have concerns.
I’m seeing an error code after taking a measurement. There may be a transmission error or measurement issue. There might have been a glitch during the measurement or while sending your data. Please check the error code section in your user manual (pages 11–12) for what the code means and how to resolve it. Let me know what code you’re seeing, and I can help walk you through it.

Workflows

Tier 2: Escalate to BodyTrace

  • Open BodyTrace/Vida Google Sheet
  • Check that all steps in the resolution column have been attempted
  • If yes, click "Escalation List"
  • Add all information and select status "In Progress"
  • Right-click the 'Explanation of Issue' cell, tag @smit@bodytrace.com, click the contact, and add a comment with a description of the issue
  • Check emails for reply and check sheet again if the issue reopens with out a reply. Can tag Smit again if no reply after 2 business days. As a last resort, tag @amit@bodytrace.com or a member of the Vida Member Services Leadership team.

If its determined a replacement is needed please go here for instructions Device Replacement Policy, CGM Criteria, and Tier 2 Workflows

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