Currently, logins are not linked across different account types. So, if you created your account using Facebook, you will need to use Facebook to login to the Naked app every time. You will not be able to access your account with your Google credentials. The same goes for Google and email/password logins.
If you don't know your Google or Facebook password you will need to go through that provider to recover or reset. If you have an email/password login through Naked, just follow the prompts in the app to reset your password.
Sometimes that happens, especially if you don't have a strong WiFi connection at home. Try force quitting and reopening the app. If that fails, try resetting your scanner by unplugging it from the wall, counting to 10, and plugging it back in.
We hide your measurements and metrics on scans when they do not meet our confidence standards (i.e. when they’re not good enough to show you). There are many reasons why scan could have low-confidence metrics:
- doing a funny pose
- wearing loose clothing
- moving during the scan
- having hair on your neck
- bright lighting in the room
However, it is possible that a user could do everything “right” on every scan and still not see measurements. This usually occurs when the user has a body feature that isn’t yet included in our computer vision algorithms. Some of these features include loose skin folds, very large necks, very broad shoulders, amputated or prosthetic limbs.
If this is happening to you please get in touch with our Customer Experience team so that we change your account to show measurements from every scan. Additionally, your input will help us make our algorithms more inclusive of different body features.
It's likely that you don't have enough scans to create a graph of your data. Take a scan with measurements on four separate days to unlock this feature.
Do you have two or more scans? If not, compare mode will only work once you've taken multiple scans! If you do have multiple scans and it's still not working, first try force quitting the app and re-launching. If you still can't compare your scans, please let us know so we can try to help.
This happens when you haven't quite achieved the correct pose. Make sure your feet are shoulder width apart, arms are straight, and your hands are in tight fists so that we can locate the most accurate locations on your body.
Are you wearing socks? Take them off! ;)
If you aren't wearing socks, please double check that the two pins that you screwed onto the base of the mirror during assembly are fully tightened. Try tightening them using the Allen wrench that's stored in the mirrors plastic base plate (underneath the heavy metal counterweight). Loose pins can change the angle of the sensors, which can impact scan quality and potentially result in missing feet.
If you are still missing your feet, try checking the surrounding area for objects that are too close to the scanner. You should have a radius of about 2-3 feet clear from the scanner when the scale is pulled out to scan.
Make sure you are standing completely still when rotating. It's easy to want to turn your head as you spin around or to be tempted to talk to someone else in the room. Also, be sure that your hair isn't touching your neck, as this can distort the body model.
Sorry about that. Please get in touch with our team through email, chat, or phone so we can help you out. If you can, try to describe what you were doing when you saw the error or crash. Screenshots are helpful!
