Troubleshooting

Have feedback to share? Need to talk to our product and technical support team? Contact us here, we are here to help and your satisfaction is important to us.

Our regular support hours are:

9am to 5pm PST, Monday through Friday  

We typically respond within one business day. Our response time will be longer over weekends and occasionally during high volume periods.

To provide the highest quality of service our San Francisco-based support team responds to every inquiry personally. If you are experiencing a technical issue and would like to talk with a support representative by phone, please provide your phone number and the times you are available and we will call you.


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There are a few reasons why your Motiv Ring might not be charging. Let’s try to checking for one of these:

Ring isn’t connected to the charger—The Motiv Ring is held magnetically to the charger. It helps to slowly rotate and lightly press the ring on to the charger to see if its a loose contact.

Dirty charging contacts—Try cleaning them using warm water and soap, then drying with a soft cloth.

Faulty charging sources (USB port or plug)—Try a different USB port or UL-certified wall charger. We do not recommend using a USB hub.

Some pro tips for charging success:

  1. Try placing the ring on the charger first, then plugging in the USB port. If you do not see the LED come on, try lightly pressing the ring into the charger.
  2. Take the ring off the charger and then putting back on a few times.
  3. If you still do not see the LED come on, wait 20 seconds, and try again.
  4. If you still do not see the LED come on, try flipping the ring 180 degrees (like spinning a penny, not rotating like a wheel) so the opposite charging contact connects.
  5. If you still do not see the LED come on, try a different power source.
  6. If you still do not see the LED come on, try your other charger.
  7. Make sure you have no other external devices plugged into other USB ports on your computer.
  8. When charging a Motiv device using a wall outlet, it is recommend that a premium brand AC adapter is used.  Some off-market adapters will prevent the ring from reaching a fully charged state.

If these steps do not help with your ring, just reach out to us in support.

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There are unfortunately currently several known Bluetooth errors impacting a number of devices that utilize Bluetooth, most commonly those running iOS 11, that appear to be caused by an underlying operating system issue. 

We’re working on a long-term fix for this issue. In the meanwhile, if you are having difficult activating your ring, these steps will likely solve the issue:

  • Restart your phone (turn your phone off completely and back on)- you may need to do this several times
  • Make sure you have a strong WiFi signal
  • Turn off the Bluetooth on your phone - within Settings - for 15 seconds, then turn it back on

For any additional troubleshooting needs, please reach out to our support team. We’re eager to assist you.

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While Motiv Ring is great at tracking step-based activities, certain exercises don’t lend themselves to reliable heart rate readings. Here are some of the factors that can affect the accuracy of your heart rate data and the things you can do to get the best readings possible.

For best results, find the right size

One of the most important things you can do is ensure you have the right Motiv Ring size. With our Motiv Ring Sizing Set, you can take as much time as you need to try on different sizes before choosing your size. We recommend wearing the sizing rings for 24 hours to ensure you find the best fit.

With the right size, your Motiv Ring should be snug but comfortable, maintaining contact all around the inner part of the ring. A good test is to twist the ring a couple times around your finger. If the skin moves with the ring, you have the right fit. If not, try a smaller size. If you have two sizes that feel like a good fit, it’s best to choose the smaller size, as long as your ring is comfortable.

Finger selection matters

When choosing a ring size, finger selection is important. We tend to see the strongest signal strength from the index finger, but the middle, ring, and pinky fingers can also have strong signal strength. Some factors to consider when thinking about finger selection are:

The development of capillaries, which deliver blood, is influenced by use of the finger. Just like other areas of the body, the more the area is used the denser the capillaries. So, the more widely used fingers are likely to have greater blood flow, yielding stronger signal strength.

Bone structure, specifically knuckles, can impact performance. A snug fit must be accomplished while retaining the ability to remove and replace the ring. A finger with a knuckle much larger than the circumference of the finger should be avoided.

Factors that can impair signal quality

For certain exercises, such as weightlifting, it may be difficult to auto-detect Active Minutes. This is because when you’re lifting heavy weights for an extended period of time or gripping something tightly, it’s more difficult for the heart rate sensor to get a clear reading. This is consistent with all optical sensors, which is why wrist-based devices have the same problem.

The sensor can accommodate for movement related to locomotion, like arms pumping while running, but cannot adjust for movement of the tissue under the sensor, like flexing or moving the muscles of the fingers. This means that disturbances and pressure changes, such as dribbling a basketball, punching, or tightly gripping handlebars, could impact signal possibly beyond our ability to correct.

Another factor that can impair signal quality is temperature, as in cold weather blood can retreat from your fingers, which can also make it difficult for the heart rate sensor to get a clear reading.

Optimizations

If you find that you have trouble with getting a solid heart rate signal, here are some options that tend to increase available signal:

  • Maintain a fully closed but relaxed fist during walking and running events. This limits the additional, isolated movements of the finger, and a good fit allows a fully closed fist to occur without feeling uncomfortably constrictive.

  • Wear gloves during cold weather activities to enhance blood flow.

  • A warm-up may be needed to encourage blood flow.

  • Avoid gripping treadmill handlebars or side rails while walking or running as it can impact our ability to track steps (as your hands aren’t moving). Gripping strollers, push-carts, etc. can also limit signal.


In the Motiv app you can manually add or edit activities that we may not have captured due to factors listed above. We help translate those activities into active minutes, and will calculate the number of calories you burned. We’ll also look at the time period for the activity you added, and input any step or heart rate data collected by the ring.

For more information on Heart Rate Tracking with Motiv Ring, check out our blog post here.


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Motiv tests accuracy against foot pods which are the best source of “truth” for steps, and compares performance to popular wrist-based trackers. Additionally, Motiv counts fairly sustained steps and not every random step — that’s our intention in depending on the Active Minutes metric as opposed to a 10k benchmark. Making sure you’re being properly “rewarded” for sustained physical activity rather than a blanket number of steps taken. Many trackers (and wrist-based devices) are reported to overestimate steps - which is why we aim to meet the accuracy of foot pods. (Murmurings of that indicated here, here + here.)

Why does my Heart Rate data differ between Motiv Ring and (Polar, Apple Watch 3, etc)?

  • Motiv will only report average measurements per minute, so if the max HR is not sustained over a span of a minute or so, the minute average for that time will be lower than what other trackers can report, as they can report HR with higher temporal resolution.

  • There is a trade-off between higher temporal resolution and battery life. So if we were to report HR more frequently, our battery life would drop, and we decided that battery life is more important for your ring, as it is a 24/7 monitor, and not fitness-training focused.

  • Wrist-worn devices often have a much stronger optical signal to work with, and have a lot less ambient interference because the optical sensor is more protected under a larger area. So our algorithms have to be even more robust than what is run on wrist-worn trackers. Given the constraints of available chips for our form factor, our limited real-estate, and our desired battery life, that is a serious challenge.

More background data here.

We will continue to work on making Motiv Ring better and will be releasing improvements to users through firmware and app updates.

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Your Motiv Ring will sync periodically as long as it has a charge, and is within several feet of your phone with the app open.  

You can also initiate a sync by holding your finger horizontally, while rotating the ring around your finger slowly and smoothly.  Your LED will flash blue when your ring starts to broadcast.


If your Motiv Ring doesn’t sync, place the ring on your USB charger and connect to a power source. Then:

  1. Turn off Bluetooth, then turn it back on, then open the Motiv App.
  2. Make sure your location services are turned on 'always'
  3. If this doesn't work:

Please visit Settings in your Motiv App by tapping the ring icon in the top left of the home screen, then go to Help, then to Shake to send feedback or report a problem.

Once you have done this, please use the following instructions:

  1. Return to the screen that you're seeing the issue
  2. Shake your phone
  3. Click on Report a Problem (if there's an issue) or Send Feedback (if there's a feature you would like to request)
  4. A screenshot of your current Motiv screen will be taken. Tap on 'Next' if you don't have any additional screenshots to share
  5. Type in any additional information about your issue
  6. Tap Send

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Was your ring charged enough when you went to bed? If your Sleep Card is missing sleep data, a low battery is most likely the case. It is recommended that the battery is at least 20% charged to capture a full nights sleep.

If you did not get a notification that your battery was at 20%, please check if you disabled or enabled location services. Disabling location services can interfere with syncing which can hinder notifications, so you may not have seen a notification that your battery was at 20%. We're looking at ways to further improve this experience.

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The optical heart rate sensor in Motiv Ring is an industry standard in the wearable market, but Motiv is the first company to put that sensor in a ring. This sensor utilizes a green LED – a color we chose to optimize the signal quality of that sensor – and travels to the capillary level of your finger. The powerful light-sensing photodiodes are located on either side of the LED and detect the amount of light reflected back to determine your pulse.

We optimized our system to sample heart rate when it matters most, in order to maximize battery life. When we sense step activity, the heart rate sensor activates. For all those times you’re not generating steps, we check your heart rate every few minutes and if we detect that your heart rate is elevated, we engage the sensor to track continuously those times you are active.

While Motiv Ring is great at tracking step-based activities, certain exercises don’t lend themselves to reliable heart rate readings. Here are some of the factors that can affect the accuracy of your heart rate data and the things you can do to get the best readings

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We recommend using a bit of hand soap and water if you are having trouble removing a sizing ring or the Motiv Ring from your finger, gently twisting the ring while lightly pulling to remove it. Also keep in mind your fingers tend to swell in the morning when you first wake up and the ring may be easier to remove a later in the day.

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