Frequently Asked Questions for Users

to help answer common questions users ask, we've created a list of responses and explanations you're free to use it's designed as a starter template, so you can modify and adjust using language more familiar to your users bodyscan related questions smart phone alignment or image capture errors customer question i'm having trouble standing my phone upright or aligning the circles, or they are slow and unresponsive i'm having trouble taking my pictures it always comes up with the error, "cannot detect my legs" but i swear i have legs! (can be for other parts of the body too) example response to the user sorry to hear that you experienced an issue capturing your images to understand why this is happening can you double check that you are placing your smart phone at about your hips height on a flat surface, have sufficient lighting, and are following the app instructions below? the object you are propping your phone up against is large enough and heavy enough to be able to support your phone unassisted? you are wearing form fitting clothing with visibility of your face above your neck? your arms from below your elbows? your legs from below your knees you have entered the correct sex, height, and weight? here's an example of what a great bodyscan setup looks like second reply user still having smartphone alignment or image capture errors email response to the user sorry to hear that you are still experiencing an issue the next step is to record a video of you taking your front and side pictures and emailing it through to us to do this follow the steps below for ios setup the ios recording function on your iphone by following the apple how to found here https //support apple com/en au/ht207935 for android on android, this feature is called screen recorder please refer to the specific manufacturer's support pages for help on this feature samsung example https //www samsung com/au/support/mobile devices/screen recorder/ steps to record screen commence recording, then open the app attempt to capture your images again and stop when you receive the error stop the recording find the recorded video under the photos/ pictures app and email it to \<support\@email com> please include the ticket id #ticketidin in the subject line we will then review the video and advise the appropriate actions you need to take to successfully capture your images smart phone auto locks during image capture customer question my phone is auto locking during the image capture email response to the user sorry to hear that you experienced an issue capturing your images the auto lock duration of your smartphone is controlled by your user settings to increase the time delay before auto lock please refer to the following instructions for ios you can change the delay time length before your iphone automatically locks by following the apple how to found here https //support apple com/en au/guide/iphone/iph14a867ae/ios for android on android, this feature is called screen timeout please refer to the specific manufacturer's support pages for help on this feature samsung example https //www samsung com/uk/support/mobile devices/how do i change the timer for the screen going dark on my samsung galaxy alpha/ measurements are not consistent between captures customer question my measurements are different between 2 or more captures in a short period of time, why is that? email response to the user sorry to hear you're having difficulty there are a few potential reasons why your captures may not be consistent, most reasons are to do with how well the instructions to capture optimal measurements (which are shown prior to image capture) are followed these are also below for reference if these instructions are not followed correctly, inconsistent measurements may result to understand why this is happening can you double check that you are placing your smart phone at about your hips height on a flat surface, have sufficient lighting, and are following the app instructions below? the object you are propping your phone up against is large enough and heavy enough to be able to support your phone unassisted? you are wearing form fitting clothing with visibility of your face above your neck? your arms from below your elbows? your legs from below your knees you have entered the correct sex, height, and weight? second response measuring the human body is a little like rocket science there's going to be a bit of change between each measurement because our bodies are dynamic we're constantly making slight movements like breathing, tensing muscles, adjusting posture, feet position, etc even if you measure yourself with a tape, you'd see differences in each measurement this means that repeated physical measurements can easily be up to 5% or more different the measurements we take through the body scan have an average accuracy of 97% and average repeatability of 98% so if you were to capture 3 measurements in succession, the first chest measurement could be 100 cm, the next measurement could be 99cm and then the 3rd measurement could be 101cm it is important to remember that the end goal is the trend over time, once you have captured regular measurements over a 4–6 week period, you will see a trend in the measurement of either upward, downward, or consistent measurements are different from a tape measure customer question my measurements from the scan are different from what my measure tape says? email response to the user where and how you take your body measurements is likely to be different to where we measure from our technology is closely aligned to the international society for the advancement of kinanthropometry (isak) body measurement standard, below is where our technology captures measurements from also, the type of tape measure used, and how you measure may differ from the isak standard against which our technology is benchmarked if comparing our measurements to a tape measure, we recommend the following key points isak approved anthropometric tape is used measurements are captured by a second person person capturing measurements are isak certified minimum 2 measurements captured measurements captured must have a % error of 2% or less for intra tester 2 5% or less for inter tester