My Weigh customer support now enhanced by HBI Technologies!
Find help articles, documentation on all My Weigh products, tips for using your scale, instructional videos and more!
My Weigh is excited to announce that HBITech.com will now be providing advanced support to My Weigh users! Known for providing exceptional customer service for the world’s best scale brands, HBI Technologies has a large collection of technical resources for My Weigh users to use anytime.
Find a solution to your scale problem on HBITech.com.Go To HBITech.com
Popular pages on HBITech.com
Frequently Asked Questions
Documentation for your scale can be found on your scale’s product page.
Please visit the Find Documentation On Your Scale page to search for your product, or use the search box in the top right corner of our website. Navigate to the correct product page, scroll down until you find a support section located near the bottom of the page. Click the button that says “Download Manual” to open a PDF version of that scale’s manual in your internet browser. From this screen you may also download the manual to your computer to save it for later use.
You can also find technical specifications and more advanced information on your scale at HBITech.com.Go To HBITech.com
My Weigh does not offer technical support over the phone.
We found that our Customer Support Team is much more efficient and effective solving customer problems through digital communications than over the phone. We apologize for the inconvenience, but we do answer every question as quickly as possible for our team. We respond to inquiries in the order in which they are received, and we thank you in advance for your patience.
If you find that your problem cannot be solved without a phone call, you may request for a My Weigh Representative to call you. Submit your name, your email, your reason for requesting a call and your phone number to the Contact Us page. We will investigate the issue and email you about scheduling a call if necessary.
Digital scales are precision instruments that must be handled delicately.
Mishandling your scale by dropping, throwing, or banging the scale can cause permanent damage to the fragile internal components. The accuracy of a digital scale is dependent on the condition of the scale’s sensors, which can be damaged with even slight reverberations.
Always place your scale on a flat and stable weighing surface.
Digital scales must remain in a consistent & exact horizontal position in order to achieve highly accurate results. Many My Weigh scales include a level bubble and adjustable feet to ensure the scale is resting evenly. If your scale has adjustable feet and the level bubble is not centered, adjust each foot height by turning the wheels clockwise or counter-clockwise until the level bubble is centered.
Remove all objects from the weighing platform before powering on a digital scale.
Digital scales have precise calibration settings that are adjusted during the power-up sequence. Powering on a digital scale with an item on the weighing platform can cause inaccurate readings. We recommend using the tare or zero feature on your scale instead.
Allow your scale to warm up before use.
The internal components of a scale may need a few moments before being ready to provide optimal performance. When possible power the scale on and wait for 30 seconds to a few minutes to before heavy usage.
Weigh items in a wind free environment.
Much like wind speed can be measured by an anemometer, a digital scale can detect wind force. Digital scale sensors are highly sensitive, and even a slight breeze from a vent can interfere with a scale’s precision accuracy and calibration settings.
Always place items being weighed on the center of the platform.
Digital scale load cells perform the most accurately in the center because it is where the greatest number of sensors can detect external pressure. If the weighing platform is too small for all items being weighed, we recommend using a tared tray or container that can be placed in the center of the weighing platform to hold the items.
Make sure your batteries are fresh.
Low batteries and poor battery connections are the most frequent source of digital scale errors reported by our Warranty Department. If your scale is having problems, try changing the batteries first to ensure the issue isn’t because of insufficient power.
Do not plug your scale into an electrical outlet being used by another device
. Electrical interference can cause digital scales to provide inaccurate results. Fluctuating electrical performance may occur when an outlet used by digital scale is shared with another electrical appliance, which may affect the accuracy of the A/D converter or micro controller.
Calibrate your scale frequently.
Minor reverberations on the scale sensors can cause inaccurate readings in precision scales. If your scale is used to weigh precise items and is used frequently, we recommend re-calibrating your scale frequently for optimum accuracy.
Do not weigh items near devices that emit radio frequencies.
Radio waves can interfere with a digital scale’s electrical components and compromise measurement accuracy. Keep items that emit radio waves at least 10 feet (3 meters) from the digital scale when conducting precise measurements. A few common items that emit radio frequencies are: cell phones, tablets, computers, wi-fi routers, and wireless cameras.
Static electricity can affect accuracy.
Discharge all static electricity when possible, and occasionally use a static removing spray on both sides of the weighing platform.
Use and store your scale within the optimal temperature range of most digital scales – usually 10-40°C (50-104°F).
Scales perform inaccurately when they are either too cold or too hot, and recently shipped digital scales may need a 24 hours of temperature acclimation before it will perform accurately. Drastic temperature changes are common for items shipped by air, stored in warehouses or delivered during hot/cold months of the year. We recommend using your scale in environments within the optimal temperature guidelines in the user manual, and allowing your digital scale to rest within the optimal temperature range for a day after being shipped.
About the My Weigh Lifetime/30 Year Warranty
At My Weigh, we carefully build our scales to a quality level that is the highest in the industry. We are proud of the quality of our work and the reliability of our products. The My Weigh Lifetime Warranty* backs our scales for a normal lifetime of use – this does not mean a My Weigh scale will last forever.
Our scales should not perform inaccurately or incapably due to a manufacturing defect, design flaw or component failure. All though we check every My Weigh product for quality before it leaves our facilities, some aspects of production and transportation are beyond our control. We will always do what we can to make sure our customers receive a quality product for their money.
What Does the My Weigh Lifetime/30 Year Warranty Cover?
Normal wear & tear, as well as user-caused damage to the scale exterior or internal components, are not covered under warranty. Any form of misuse, abuse or mistreatment to the scale will void the scale’s warranty. Accessories such as bowls, trays, finishes, calibration weights, clasps, hinges, feet, AC adaptors and batteries are also not covered under warranty.
Some EU countries do not allow for warrantees longer than 30 years. Therefore, our Lifetime Warranty is applicable only up to 30 years within EU countries.
If you have questions about your My Weigh product’s warranty, please see the Warranty help articles on HBITech.com.Warranty Help
My Weigh repairs & warranty claims are now serviced by HBI Technologies.
To provide the best possible service to My Weigh users, we are now using HBI Technologies to process & handle My Weigh warranty claims. If you would like to begin a warranty claim for your My Weigh product, please click here.
Before making a warranty claim…
Research the troubleshooting tips and help articles on HBITech.com to see if the issue with your scale can be resolved without sending your scale for repair. If you cannot find a solution to your scale’s problem through HBI Technologies’ online resources, you may need to submit a warranty claim to begin the repair or return process.
You must provide all required information & materials in the package when sending your scale for repair.
If you do not provide all required information and materials in the package, we will not be able to process your warranty claim.
Please include the following items in the package with your warranty claim shipment:
- Your full name
- Contact method: phone number and/or email address
- Warranty ticket number or original warranty card (completed with in clear, legible handwriting)
- Return shipping information
- Copy of scale’s purchase receipt
- The scale itself – no other accessories or adaptors
Do not send any other scale accessories, adaptors or calibration weights unless explicitly instructed otherwise by My Weigh or HBI Technologies. If you include items in your package that are not being repaired/replaced under warranty, you may be asked to pay additional shipping costs to return the unnecessary items. If you are uncertain if you should send us a specific item with your warranty claim, please contact our support team with your inquiry before mailing the package.
Customers must ship their scale to the Warranty Department region that corresponds with the return shipping information provided. Shipping addresses for warranty claims can be found at the bottom of the Contact Us page.
HBI Technologies has a Warranty Departments in 3 different regions: USA, Canada & Europe. If a customer mails a scale to the incorrect Warranty Department region, the claim will not be processed and the scale may be held by My Weigh until additional shipping fees are provided by the scale owner.
We strongly recommend purchasing insurance and receiving tracking information on your package when sending a scale for repair or replacement.
If a package from a customer is misplaced, we will be unable to assist in locating it without a tracking number.
Please clean your scale thoroughly before shipping your scale to HBI Technologies for a warranty claim.
To ensure proper safety protocols, we must assume that any foreign material is a hazardous substance that cannot be safely handled by our staff. If we receive a scale with a foreign substance, our policy is to deny the associated warranty claim and dispose of the entire package (including the scale) without providing any restitution to the sender. Common foreign substances include: gun powder, cooking ingredients and chemical residue.
HBI Technologies will process all repairs & replacements within 10 business days of receiving your product.
Once HBI Technologies receives your scale along with all required information, they will process your claim as soon as possible – usually within one or two business days of being received. We ask that you please account for typical operating hours and business holidays.
After processing your warranty claim, the HBI Technologies team will contact you using the contact information provided with a warranty claim confirmation. (Be sure to check the spam folder of your email for a message from My Weigh, HBI Technology or HBI International). If you have not received a message from My Weigh, HBI Technology or HBI Returns after 20 business days of shipping your scale for a repair or warranty claim, please contact us through the Contact Us page on our website. We ask that you also please account for delays once the package has shipped such as natural disasters, weather-related delays and others.
My Weigh digital scales use Strain Gauge technology to provide unmatched accuracy and reliability. Strain Gauge technology uses transducer beams that are specially designed to bend in proportion to the weight of the load placed on the weighing platform. Our digital scales are designed with hundreds of transducer beam depending on the technical specifications, which increases the accuracy and precision of a digital scale. The group of transducer beams as a unit is commonly referred to as the load cell of a scale.
When a load is placed on the weighing platform, the bending of the transducer beams causes a change in electrical resistance. The change in electrical resistance is measured by an Analog to Digital (A/D) Converter, which then relays the reading to the micro controller via the unit’s circuit board. The micro controller then analyzes stored calibration data alongside the data received from the readout to provide a precise calculation. After processing the data, the micro controller relays a final measurement to the scale’s display.
This entire process happens almost instantly when using a My Weigh scale, and we pride ourselves in the accuracy of our technology and the processing power of our components.
Low batteries and poor battery connections are the most frequent source of digital scale malfunction reported by our Warranty & Repairs Department. If your scale is providing inaccurate readings or frequent error messages, try changing the batteries first to ensure the issue isn’t because of insufficient battery power.
If your scale won’t power on or remain powered on, we recommend changing your batteries before attempting other forms of maintenance (or charging your battery if it is rechargeable).
If your scale is still experiencing the same issue after changing the batteries, your scale may have a loose battery connection. With the batteries removed, gently adjust the battery prongs so the batteries will make firm contact with the terminal once they are inserted back into the unit.
If your digital scale is delivering inaccurate results, please ensure the batteries are fresh and that the scale is placed on a flat & stable weighing surface in a wind-free environment. If you are following all proper weighing techniques but still receiving inconsistent measurements, then we recommend calibrating your scale.
Instructions for calibrating or re-calibrating your scale can be found in your user manual, and we also offer calibration help videos for certain scales that can be found on that scale’s product page. Re-calibrating your scale will involve using a calibration weight, which may need to purchased separately if it was not included with your scale’s accessories. Before calibrating your scale ensure that you are using the correct weight amount, and beware to not overload the scale’s maximum weight.
Overload is the term that refers to placing too much weight on a scale’s weighing platform. Always avoid weighing items that are heavier the scale’s maximum capacity because the pressure applied can crush the load cell.
Overloading your digital scale may cause permanent damage to the load cell, and the scale may not be eligible for a warranty claim.
Weighmeter is a proprietary technology from My Weigh that helps protect against overloading your scale. If the Weighmeter icon appears on your scale, then you are either approaching or have reached the maximum capacity of the scale. Remove all items from the weighing platform immediately if the Weighmeter or Overload Indicator icon appears on the scale display.
Usually a display showing partial digits is caused by wire connected to the display becoming dislodged. Often this can be fixed by gently pressing down on the LCD screen until the body of the unit is firmly reconnected. If the error cannot be fixed without dissembling the scale, please visit our Warranty & Repair page for more information on repairing your scale.