Question

Inaccurate value of skin temperature measurement during sleep using a watch

• If the skin temperature is not measured or is measured below 30 degrees

Answer

We sincerely apologize for the inconvenience.

1. First, please check whether you are using  a wearable device that has a skin temperature sensor, and whether you have turned on the "Predict period with skin temp" feature in the settings of Cycle tracking.
2. Furthermore, skin temperature is affected by the surrounding environment.
3. During sleep, make sure to maintain a constant wearing method, wearing position, posture, clothing, and surrounding temperature, and check whether the measurement was performed according to the following guide for skin temperature measurement during sleep.

[Watch User]

[Guide for skin temperature measurement during sleep]

• For accurate measurement, wear the watch tightly on your wrist with about one finger's distance from your carpal bone.
• For accurate measurement, wear your watch for at least 4 hours during sleep at night.
• For accurate results, we recommend wearing the watch at least 5 nights a week.
• Fully charge the watch's battery to 30% or more before measurement.
• For accurate measurement, please ensure that the surface of the infrared temperature sensor lens is clean.

* Accurate skin temperature measurement may be difficult if there are dust particles or stains on the surface of the infrared temperature sensor lens. Please wipe with a soft cloth or cotton swab.

[Ring User]

• It is recommended to wear a ring on a finger that fits comfortably, not too tight or too loose.

If your skin temperature cannot be measured or is measured below 30 degrees despite following the above guide, please send the screenshots of the problem and the log data for accurate problem analysis and resolution. We will forward this information to the relevant department for review.

Answer 1: If the customer has not provided log data with screenshots

We sincerely apologize for the inconvenience. For accurate problem analysis and resolution, please send log data along with screenshots of the problem. We will forward this information to the relevant department for review.

<How to send mobile log data>

* After reproducing the problem, send Error Reports through the Samsung Health Cycle tracking

- Cycle tracking > "More" in the top right > Contact us > Error reports > Check "Send system log data" > Send

Answer 2: If the customer has provided log data with screenshots

• We will forward your information to the relevant department for analysis, then send you a response.

* Please forward the screenshots and log data to Tier 3, and proceed with additional response to the customer based on the Tier 3 analysis results.