Frequently Asked Questions (FAQ) -
Soehnle Connect App general

The Soehnle Connect app adopts the language set for your smartphone. If your language is not supported, the app defaults to English.

Please check if the operating system of your smartphone is compatible with the Soehnle Connect app. This means that the operating system of your smartphone must have version 6.0 or higher for phones with the Android operating system, or iOS 9 for Apple. 

Please look for “Soehnle Connect” directly in the app store. If you cannot find the app in this way, please inform our Customer Service. Please note that there is also an older Soehnle app for a special scale, the “Web Connect Analysis”.

A list of compatible devices is available here: compatibility list (Version: 10/2018)

If you entered the PIN code incorrectly when you first linked the phone with the app (pairing), the fitness tracker cannot link with the app. No data is then transmitted either. After a while, however, the menu for entering the PIN CODE is called up again. The operating system of the smartphone signals that the pairing is called up again by emitting a warning sound. The dialogue box for entering the PIN CODE can usually be accessed via the status bar of the phone by swiping down from the top of the screen and calling up the instructions. The PIN CODE is displayed again on the screen of the fitness tracker.

If you reset the smartphone or delete all the data, the Soehnle Connect app and all data will be deleted. If there is a user account on the Soehnle server because someone has registered on the server, the data can be replayed after re-installing the Soehnle Connect app. The data is stored on the server for at least one year.

The Soehnle Connect app does not support a landscape view.

When working in the app on your smartphone, you can use umlauts. These are, however, changed into umlaut-free names when they are stored on the server, or are not allowed.

Please contact our Customer Service to solve the problem.

The Soehnle Connect app is exclusive to the Connect products of the Soehnle product family. Other devices are not supported by the app.

The Soehnle Connect app does not support multi-device management for all types of devices. Although several devices can be connected, all the values of one type – for example steps recorded by the fitness tracker – are displayed in only one graph, regardless of whether they have been measured successively or in parallel. Since this leads to distortions in the data, it is recommended that you use only one Soehnle device per type per app and smartphone.

Please contact Customer Service.

Please check the screen of the Soehnle fitness tracker you are using. Enter the PIN CODE (six-digit number) displayed there when requested by the app. If you do not see a PIN CODE or do not have a Soehnle or other fitness tracker, turn off the Bluetooth function on your smartphone and, if necessary, activate aeroplane mode to prevent anyone from connecting to your smartphone. Although the question about entering a PIN CODE may be displayed in the Soehnle Connect app, it is managed by the operating system of the smartphone. Soehnle Connect has no influence on this.

When using a smartphone with the iOS operating system (Apple) and enabled feature for data transmission, the Soehnle Connect app is connected through a defined data exchange with Apple Health. This transmits usable data to Apple Health. To activate or deactivate this transmission, use the corresponding entry in the “More about the app” menu, which can be accessed via the main menu.

Please first check if you have entered all the registration data (username and password) correctly. Also check that you are connected to the Internet. If this does not help, please contact Customer Service.

If you want to permanently delete your user account on the Soehnle server, you must log in to the web portal at identity.soehnle.com and select “Delete account”.

Please contact Customer Service.

The Soehnle Connect app provides a detailed daily overview for each type of value. To display this daily view, please click on a tile of the type of value for which you want to display the daily overview. In the subsequent detailed view, press the three-point menu in the graphic in the upper right-hand corner to go to the Daily Overview. All the measurements of the day are shown here.

To export data, click the “three-point icon” on the dashboard on the tile of the value you require in the upper right-hand corner. Select “Export values”. 

Please restart the Soehnle Connect app. If the problem persists, we recommend that you update your software and reinstall the app.

All available value cards (so-called tiles) are displayed as standard. The background is that even if you do not have all the Soehnle Connect devices, you can manually enter data into the individual tiles. It is possible to select the desired tiles from “My devices” under the main menu.

If you entered the PIN code incorrectly when you first linked the phone with the app (pairing), the fitness tracker cannot link with the app. No data will then be transmitted. After a while, however, the menu for entering the PIN CODE is called up again. The operating system of the smartphone signals that this is happening by emitting a warning sound. The dialogue box for entering the PIN CODE can usually be accessed by pulling down from the top of the screen and calling up the corresponding instructions. The PIN CODE is displayed again on the screen of the fitness tracker.

No, the Soehnle Connect app is not supported by the Windows operating system.

No, the existing values already stored in the app are also retained during an update.

Please try to register again with the server. If this fails, please contact Customer Service.

Linked devices can easily be synchronised on the start screen (Dashboard) by swiping from top to bottom (“pull to refresh”). Please observe the prerequisites for linking in the user manual of the device.

You can see the distance you walked in the daily view of your steps.

Please check if you have already registered via the app on the server with a user account and whether you have an Internet connection.

Please make sure that you have the latest version of the system and of the Soehnle Connect app. This means that the operating system of your smartphone must have version 6.0 or higher for phones with the Android operating system, or iOS 9 for Apple. 

A list of compatible devices is available here: compatibility list (Version: 10/2018)

Please restart the Soehnle Connect app. If the problem is not solved, please contact Soehnle Customer Service.

Please first check your Internet connection. If the problem cannot be solved in this way, please contact Soehnle Customer Service. Please check if the login data for your user account is correct.
If this does not solve the problem, please contact Soehnle Customer Service.

Please check your personal data. Keep in mind that the length of your stride is different when you jog or sprint.

Please check this question in the instructions for fitness trackers.

Please check if the operating system of your smartphone is compatible with the Soehnle Connect app. This means that the operating system of your smartphone must have version 4.4.4 or higher for phones with the Android operating system, or iOS 9 for Apple.  
Please describe the problem to our Customer Service. If you are asked whether you want to send a bug report to Soehnle, please confirm this option. This will help us solve the problem more quickly.

To see data in the Soehnle Connect app, the device must be linked with the app. The first time you install the app, you are automatically prompted to do so. If the app is already installed, please go to “My Devices” in the main menu and select “Add Device”. If you do not have a Soehnle device, you can manually enter data into the app.

To do so, please click on any tile. Then click the menu icon with the top line profile to the far right of the heading (axis graph diagram). Then select the desired time window.

You can set a goal for many of the measured values displayed in the app. For your weight, the duration of the goal can be set as long you like, even for long periods in advance. Daily goals can be set for steps, sleep time or calorie consumption. There are different ways to set a goal. If you have set your Soehnle Connect app home page (Dashboard) to Daily View, you can click directly on the tile of the value for which you want to set a goal by touching the asterisk on the right-hand side of the tile (”Set a goal”) in the corresponding dialogue.
You can also touch the centre of the tile of the value for which you want to set a goal. You will then be taken to a comparative view of the measurements. In the right-hand side of the lower part of the screen, you will find a link to the corresponding dialogue box to set a goal. Goals can also be adjusted and changed again here.

Please select “Records” in the main menu.

Please swipe the app from top to bottom on the home page (Dashboard) to synchronise the data in the app with the devices. Please pay attention to the device-specific requirements, which can be found in the user manual of the respective Soehnle device.

Please select “User profile” in the main menu.

Please select “Settings” in the main menu.

It is possible to register on the server later. To do so, please go to your personal user profile in the main menu and select the “Login” entry. On the next screen, select “Registration” and start the registration process.