Troubleshooting & Support

Confirm the email address and password, check your internet connection and try again. Use Forgot Password if needed. If a gym membership is linked to your account, confirm you are using the email address registered with the facility.

Make sure you are signed in to the mobile app, display a fresh QR code on the machine and scan it using the app’s QR Login feature. If the QR code expires or closes, reopen it. Do not scan a code from a different machine.

First confirm that you used the same registered account on the machine and in the app. On Results, pull down to refresh; then try Settings > Sync where available. If needed, sign out and sign back in. If it remains missing, contact Support with the scan date, time and facility.

A facility may require a valid membership, scan entitlement or a correctly linked account. Ask the site team to check access and verify that the email address they hold matches your Boditrax account.

Follow the on-screen instructions and, if advised, repeat the scan while standing still and holding the grips correctly. If errors continue, tell facility staff so the equipment can be checked. Do not attempt to open or repair the machine yourself.

Check your entered profile information and consider changes in hydration, recent exercise and scanning conditions. If an unexpected result persists, seek medical advice where appropriate; the machine cannot independently diagnose a condition.

Features and measurements can depend on the machine model, app version, country and account or facility configuration. Update the app and check whether the particular capability is available for your installation.

If you would like to contact the support team with a specific issue, please provide as much information as possible, including pictures or screenshots of any errors that appear. We will also require the below information to best help us support you with your issue:

• Your full name as shown on your Boditrax account
• The email address associated with your Boditrax account
• The name of the club where you use Boditrax

With this information, we can find your account and provide you with personalised support. Rest assured that we take your privacy and security seriously, and we will only use this information to assist you with your Boditrax account.

Use Contact > Sales for product, deployment and demonstration enquiries, or Contact > General Message for other questions. The Help Centre is intended for self-service guidance.