Billing and Technical
Questions FAQs

Main FAQ page 
Billing and Payment
Canceling your subscription
Technical troubleshooting
My Day Dashboard
Weekly progress emails


Billing and Payment

When is my next billing date?

A summary of your account can be found in Account Settings. This is where you will find your next billing date and the amount due. Please be aware that you will continue to be billed each month until you contact us to cancel.

Payments for Group Coaching will automatically be deducted , and we will continue to deduct payments up to 15 days prior to the end of each subscription month until you contact us to cancel.

1. Click the Profile icon at the top of the My Day dashboard. Scroll down to Settings, then click on Profile. For your protection, you must log in again to access your Settings because it contains personal information associated with your account.
2. Click the account status link in the payment and account type box.
3. You will find a detailed profile of your subscription status with Weight Watchers towards the bottom of the page.

Will my account be automatically billed?
At the end of your initial plan period your membership will automatically updated to our recurring monthly plan, and our standard monthly fee will be charged to your nominated account each month until you cancel your membership, by simply calling us on 13 19 97 (Australia) or 0800 009 009 (New Zealand) during business hours.



Canceling my subscription

We’ll be really sorry to see you go, but if you’d like to cancel your subscription, you can contact us on 13 19 97 for AU and 0800 009 009 for NZ, Monday to Friday ADST 8am - 6pm (AEST)



Technical troubleshooting

When I enter my access code I am told it is invalid or does not exist.

If your code is coming back as invalid during sign-up:
1. Please make sure you are entering the code in the correct boxes and that you are not including any additional characters, spaces, hyphens, etc.
2. The code has already been used. Once an access code is used it cannot be used again.
3. You are trying to use a free trial access code for a subscription that has already received a free trial. Only new subscribers are eligible to receive a free trial.
4. You are on the wrong sign up page.

Group Coaching:
Directly above the boxes where you enter the code it should read, “Weight Watchers access Code.” If it does not say this you are in the wrong place.  Click here to activate your Group Coaching membership. 

If none of the reasons above apply to you, please contact us and provide the code you are using so that we may test it

I've been given login information, but I keep being asked to log in again.

When you choose the "Remember me on this computer" option during the log in process, you agree to have your user name and password stored on your computer so that you can be automatically logged in each time you access the site. When you click the "I agree" button, the Automatic LogIn feature is enabled. Choosing to log out turns off our automated login functionality, and we will no longer remember your user name and password on your computer. The next time you visit our site, you will be required to
enter your username and password again.

Can I switch my payment plan to Group Coaching without losing money?

Yes! To switch to your account:

1. Log in to your account.

2. Click on the Profile icon on the upper right hand corner of the My Day Dashboard. Select Settings then click Profile. 

3. Click Account Status. Select "Switch payment plan to Group Coaching."

If you purchased Group Coaching in your Meeting, use the Access Code from your Activation email to complete the switch online. You'll receive a refund for the current month (and any future ones) of your existing account. You'll also get a confirmation email. There may be a one-week delay before you see your refund appear on your account.

I get an error message when trying to switch to Group Coaching.

If you received an error when trying to switch to Group Coaching, check to see that your billing information is accurate and up-to-date. It is possible that the error is due to an expired expiration date in your profile. To update billing information:

1. Click the Profile icon at the top of the My Day dashboard, then click Profile. (You will be asked to log in for security purposes.)
2. Click Contact and billing information in the My Account box (your billing information will be listed towards the bottom of the page.)
3. After you update your information click "Submit."
4. Review your details to make sure they're correct and click "Save."

After you have updated your billing information you should be able to switch without a problem.

I forgot my password/username.

If you click on the  "I forgot my username" link in the login box, it will ask you for your username. Once you supply it, a password reset email will be sent to you from You can use this link to reset your password.
 If you don't know your username, you can click on the forgotten username link on the login page to retrieve it. The only thing you'll need is the address associated with your account. Once you enter this, your username will be emailed to you. 

How can I edit or view my account and plan information?

Click the "My Profile" link located at the top right corner of the My Day dashboard. Scroll down to Settings, then click on Profile. You will be asked to log in again for security purposes.

Once you have accessed the profile page, select from the options provided to begin editing your account and plan information. Be sure to save your changes or they will not take effect.

I can't log in.

Make sure you're using the correct username/password combo and that there are no spaces before and after your username and password in the entry fields. If that doesn't work, clear your cookies.

Why are the pages on the site loading slowly?

Loading speed is based on internet connection, browser configuration, and server issues. Our website does not control loading speed. If you have more than one computer and are connected through a router make sure that you have the most up-to-date driver for the router that you are using. If you or someone with access to the same computer downloads from the internet, (MP3's, videos, etc) this can also be a factor in increasing load times.



My Day Dashboard

How do I track my food or activity?

You can track by using Search. This is the rectangular box up at the top of the My Day screen. You can search for any food or activity, and then track it, either using Quick Add or the Calculator.

Where is the calculator?

To calculate SmartPoints values, go to My Day > Quick Add > Calculator to enter the required nutrients (kilojoules, saturated fat, sugar and protein). These numbers appear on the nutritional information label of most packaged foods. Add the serving size (or your best guess) and name the food. Select Create and Track.

I want to create recipes. How do I do that?

In the My Foods/Recipe section, you can now create a recipe or edit an existing recipe (even a Weight Watchers recipe). The Recipe Builder allows you to select your cooking time, prep time, instructions and ingredients.


Weekly progress emails

What do the emoticons mean in my email?

If you’ve both attended your meeting to weigh-in and tracked your weight in the app, or, for Online Coaching members, if you’ve just tracked your weight in the app last week, you will receive a ‘love eyes’ face emoticon.

If you’ve not attended your meeting but you’ve tracked your weight in the app last week, you will receive the smiley face emoticon.

If you’ve not attended your meeting or tracked your weight in the app last week, you will receive the confused face emoticon and will be prompted to track/weigh-in at your next meeting.

My smiley emoticons are not appearing correctly and I’m not sure why?

If you believe you are not receiving the correct smiley emoticons, please speak to your Coach at your next meeting or chat to a Coach online. We’ll be able to get this updated for you within a couple of weeks.

I am seeing zero results or ‘?’ in the ‘Weight lost since last weigh-in’ and/or ‘Total weight lost to date’ sections of my dashboard.

This will be as a result of not entering in your start weight when you first activated your membership or not recording your current weight. In your app, update your weight figures and this should update in the next couple of emails you receive.

My ‘Weight lost since last weigh-in’ information is different to what I can see in my app or to what I weighed-in at in my last meeting.

Make sure you’re updating your weight loss in your app on a weekly basis. If you have any questions, please speak to your Coach at your next meeting or chat to a Coach online who will be able to record the issue and get this updated for you within a couple of weeks.

The number of days I’ve tracked my SmartPoints® and FitPoints® are appearing incorrectly on my dashboard.

This could be a result of back tracking your food, drink and activity intake. The dashboard won’t be able to take into consideration any days in which you have tracked in the days after. For example if you tracked today for yesterday and today.

Sometimes, there might be a slight delay in the tracking information coming through to us and it may not have been included. The important thing is that you have tracked.

If you see a zero value in these sections, it means you haven’t tracked at all in the last week.

Remember, it is important to track your SmartPoints® and FitPoints® in your app every day.



How do I swap FitPoints™ for SmartPoints™ values?

We find that most members don’t want or need to swap FitPoints for food, but if you find that you need to swap,  go to Settings > Food > Swapping and choose how you want to swap. Your weekly SmartPoints values earned will reset to zero on your weight-tracking day.

How do I change my weight settings?

Go to Settings > Weight to edit your weight settings (such as starting weight and weight goal). 

How do I see how many SmartPoints values I have left?

Your daily SmartPoints Target will appear  in the blue circle under My Day. Beneath that, in the My Activity section, you’ll see how many FitPoints you’ve earned for the day.  

How do I connect or disconnect from a wireless scale?

You can connect or disconnect to wireless scales by going to Settings > Weight and selecting your scale.

How do I connect or disconnect my activity tracking devices?

You can connect or disconnect your device by clicking on the Profile icon in the upper right hand corner of the My Day dashboard. Scroll down to Settings > Activity.

If I'm having trouble with my activity-monitoring device or app, what do I do?

If it's a technical question, please call your device's manufacturer. 

What if I have a question or want to give feedback?

We'd love to hear from you! You can reach out to us any time via Online Coaching Chat or use the "Give Feedback" button located at the top of the My Day dashboard.

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