I am receiving a “Device is Already Registered” error message when trying to register a new device. How is this
possible?
When members typically get the "device is already registered error," it usually stems from trying to register
the account more than once. This can happen during the first registration attempt, the band inadvertently connects with
the app, often unbeknownst to the member doing the registration. So there is a chance your profile was already created
with whatever credentials you provided during the first attempt. We recommend retrying the first set of credentials you
used to register the band. In the unlikely scenario your previously submitted credentials do not allow you to log in, you
have forgotten which email account was used to register or should you have any other account issue, you can always
request to reset your account and band via the “Other Account Issues” section of the login screen within the Pivotal
Living app or this
online form
. This link can also be accessed via the “Account” section of our
support page
.
When I try to pair my band with my phone, I am asked for a Pin Code?
The band is actually paired with your phone
within the app using Bluetooth low energy. If for some reason you are prompted for a pin, try 000000.
Trying more than once to pair your band with the Pivotal Living
TM
app?
Sorry to hear that you are device pairing
issues. Sometimes it can require several attempts to pair your band with your mobile device, so if you are having issues
we recommend a few tips and tricks:
1) Make sure your mobile device is compatible with Pivotal Living
TM
. Your Pivotal Tracker 1 support exists for
the iOS 8+ Apple and Android 4.3+ ecosystem, including: iPhone 4S/5/5S/5C/6, iPod Touch 5, iPad 4, iPad Mini,
iPad Air, and most Android 4.3+ mobile phones.
Note:
The full list of supported Android 4.3+ mobile phones can
be viewed on the ‘App’ page and ‘Device’ page of www.PivotalLiving.com. Android
phablets
and tablets are not
formally supported yet, though the Android app may still be downloaded for them, so please proceed with
technical caution and patience
2) If you have a compatible device and are still having issues, please try turning the Bluetooth off on your mobile
device settings for a few minutes and then restarting the Bluetooth, as this helps reset the connection with the
band. Turning your phone on and off also power cycles your Bluetooth connection.
3) Another option is to delete the Pivotal Living
TM
app, clear your cache (Apple: From the Home screen, choose
Settings > Safari. Tap Clear Cache),
Android Cache Clearing Instructions
), turn off/restart Bluetooth on your
mobile device, then reinstall the Pivotal Living app.
Password Reset and other Account Management Issues?
If the password reset tool is not working for you directly
within the app, please use the “other account issues” option on the log in screen to create an automated support ticket
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