Huawei Watch D2 - locked out of my own health data. Three different excuses, no fix. Ticket 241843.
TITLE: Huawei Watch D2 - locked out of my own health data. Three different excuses, no fix. Ticket 241843.
I own a Huawei Watch D2 and use the Huawei Health app. I export my health data regularly through the official "Request Your Data" process, always the same way: log in with the email account the watch is registered to, pass email verification, select the data, set a password for the file, submit. It worked every time. I hold successful exports from 6 July, 25 July, 6 August and 21 August 2026.
For weeks now, every new request fails instantly with: "Request unsuccessful. The system was unable to process your data request. Please submit a new request." The error screen always shows the same "request submitted" time, 20 August 2026, no matter what day I submit. Retry returns the same screen. A date that never updates is a fault on their servers, not on my phone or watch.
I contacted Aspiegel Technical Service (Huawei's European service company) by chat and ticket 241843 was opened on 21 September 2026. Since then their engineering team has given three different explanations:
1. I was using an expired download link and should delete it in the Privacy Center. There is no link there to delete.
2. They have no record of any request from me after 20 August. I have submitted many. If their server has not recorded them, that is the fault.
3. My file password did not meet their complexity rules. The app accepted the password and let me proceed, and the request they blamed was the one I downloaded successfully on 21 August.
Three explanations, each contradicting the last, and none accounting for the frozen 20 August date their own app displays. I have asked them to check the server logs for my account and reset the stuck request. As of 7 October 2026: no fix, no timescale.
My advice: think hard before buying a Huawei health device if you depend on getting your data out. The watch records it, but the company controls it. When their export breaks, you are left begging for your own data and waiting.
This is not my first time buying from Huawei, and I am absolutely thrilled with this company! Over the years, I've bought a tablet that came with a free keyboard and case, another generation of their watch with a scale as a gift, and now these new watches with both a scale and an extended warranty package. Their generosity with gifts is amazing.
Their customer service is also top-notch — they always reply to emails and proactively offer help.
The delivery and packaging are excellent. I especially love that they don't just drop packages at the door; they send warnings and provide a secure PIN code, ensuring that only you can receive your order.
I highly recommend this company to everyone. Thank you so much for your great work!
I've been having a hard time adjusting to Huawei, and right now I am disappointed since I cant recover my data from private space since I've forgotten the security password and the pin that I saved doesnt work too. Does anyone know how to get this right?
So i've ordered a watchfit pro 5 for my wife as a gift, the consumer.huawei.com site showed that it has a gift freebuds 4. After i've ordered, the delivery was slow, but the main problem is that the freebuds never arrived. I've called the customer service to ask them about the gift (which if it wasnt on the website i wouldn't order the watchfit pro 5..), they said they had non on stock, and they have removed it from the website. In the meantime the website still showed that there is a free erabuds for the order. By the hungarian law, it's called misleading of consumers, which can be led to 3 year in prison. The solution they've offered, is that i should send the product back, wait for my money at least 14 days and order it again (with no insurance to have the freebuds after 14 days...). It's a totally unacceptable behavior by the customer service.
12 Days Waiting for a Battery – Huawei & mobiletouch are a disgrace
I was a loyal Huawei customer for years and always bought their top flagship models.
Now the battery of my MateBook X Pro (MACHD-WXX9) is worn out after 701 cycles. I simply wanted to buy a replacement battery – no repair, no defect, just the battery.
The response from Huawei Austria (Thomas Gross) was unbelievable:
“Replacement parts for laptops are only available through our service center mobiletouch. Alternatively, you can try to purchase the battery from a third-party supplier.”
In other words: Once the device is sold, customers are forgotten. Huawei doesn’t even offer simple spare parts.
Instead, they expect me to send in my nearly 2,000 € laptop for 12 days just to replace a battery that takes 5 minutes. Insane!
It seems mobiletouch has a monopoly granted by Huawei – an obvious rip-off company. Their employee even laughed at me on the phone and hung up. The Trustpilot reviews speak volumes – they are extremely bad.
This is not customer service. This is pure contempt for loyal customers.
Huawei has completely lost me with this system. My MateBook X Pro will be my last Huawei device
I purchased a HUAWEI Ultimate…
I use HUAWEI health…
I continue to be frustrated with HUAWEI ultimate data updates to Strava. There appears to be growing discontent and criticism of HUAWEI.
There has always been a slight discrepancies of about 1-2% which I’m happy to work with, but lately it has become unmanageable and inconsistent.
For examples... I have today completed a 5k park run my wife garmin recorded 5.05, Strava 5.04. My HUAWEI intimate recorded 5.14km but it uploaded to Strava 4.93. And last week I did a half marathon and additional 300m to make sure I recorded a half marathon (HUAWEI 21.4km) but upload to Strava was only 20.56km... you can imagine I'm not happy...
I love the HUAWEI ultimate but I'm not going to continue with the distance and pace uncertainty when I run. And unless there is a conscious effort to fix this software integration issue, I'm going to get a Garmin Fenix.
I brought a GT5 pro and I can’t get new apps on app gallery all I have got are 10 apps or so gaming mainly , can’t update or get Spotify or down load music , can’t get NFC payments either very poor I think
Dear Huawei Team,
I hope you are well.
I’m reaching out to express my disappointment with my Huawei Band 6. I purchased it in July 2022, and while I understand it’s been two years, I genuinely expected a much longer lifespan for a product from a trusted brand like Huawei.
Just today, the screen suddenly turned completely white—no display, no response, just a blank white screen. It happened out of nowhere and without any physical damage or water exposure.
Frankly, I’m frustrated. I invested in this watch because of the brand’s reputation for quality and durability. I’ve taken good care of it, so for it to suddenly fail like this is very disappointing. A smartwatch should last longer than two years with proper use, and this situation feels like premature failure.
What could have caused this issue? Is this a known problem? I’m hoping there’s a solution or support available, whether a repair option or a replacement program, as this isn’t what I expected from a Huawei product.
Looking forward to your response and assistance.
Sincerely,
Ericka
Huawei Watch Ultimate broke down on the 3rd dive, at less than 20m depth. No response from Huawei regarding the warranty, no clear form on the website, app not available. Very disappointed. If customer service matters to you, stay away.
I've ordered Huawei watch D2 and on their website says 2 days delivery time and now it's a week and I didn't received any tracking number or any info when they will dispatch, I've contacted Huawei by phone 2 days ago and they told me that they will contact me but no one contacted me and today all day I've tried to call but no one answered the phone . The online chat is useless it's ai and no help at all.
I purchased a Huawei GT5 PRO some 17 days ago. So far I have emailed the customer service twice with no response as there is a fault with the heart rate sensor. No response
Also I can't find a helpful manual book anywhere online only a quick start guide.
I want to return it and be refunded again NO REPLIES what do I do now. I want a refund. Don't waste your time or money I just hope someone from the company sees this and refunds me asap
Terrible customer service. Replies in 5-7 days. Incorrect informations. Shipping email came 2 hours before email that it was delivered, but guess it wasn't delivered at all. It is missing and tracking number says delivered.
Customer support almost non existent!
Never ever.
Unethical Practice at Huawei Experience Store (City Center Deira)
During our CEO’s visit to the Huawei Authorized Experience Store (City Center Deira), an employee, Mr. Tammer, Posted a Google review as part of the Android Auto setup process. However, after verifying with Huawei, we confirmed that no such requirement exists from Google or Android Auto.
Despite this, a review was posted without consent, which is misleading and unethical. Customer reviews should always be genuine and voluntary, not influenced or forced. Such practices harm customer trust and misrepresent business credibility.
We expect Huawei and the store management to take action against such deceptive practices to maintain transparency and integrity in customer service.
I had a handset, which l really liked until it was accidentally partially dipped in water and the screen gone black. I paid for a new screen and replacement, but the phone never worked correctly. Now l have notification that my Huawei cloud will not be supported, tried to log in.. (only phone number is old), couldn't log in! That was like 9 years ago!!! SAD...but what can you do? Bad service. Phone was really good, l liked it, but company is crap.
Disappointed with Huawei's Service Center
I’ve been a loyal Huawei user, enjoying five of their products, which I found reliable and innovative. Unfortunately, my experience took a sharp turn when I needed assistance for one of their devices.
The service center's performance was incredibly disappointing. This is the second product I’ve encountered issues with, and the lack of knowledgeable support was shocking. The customer service team appeared untrained, and their inability to provide clear solutions or answers added to my frustration.
To make matters worse, the quality of the work done on my device was subpar. Instead of resolving the issue, it felt like more problems were created. For a brand that prides itself on innovation, this level of service is unacceptable.
Huawei’s products may be great, but the after-sales service needs drastic improvement. This experience has shaken my trust in the brand, and I hope they address these shortcomings to maintain their reputation.
Huawei customer service requires much less than 1 star! Beware!
My advice from my experiance would be to avoid purchasing from huawei directly and hope that you never have to deal with their very very poor customer service dept.
I made a purchase (watch) for a christmas present on the 10th December and tried to exchange for a bigger watch after the christmas period but was told that this was not possible because it was after their 14 day returns period. It would obvoiusly be imposible to return the goods prior to the gift being recieved and most retailers extend the returns period for this reason, but not Huawei. I dont want a refund just an exchange, but after two weeks of email tennis with their customer service and e-commerce team they have refused to help in anyway. The other frustrating thing is that i could have ordered from Amazon from the Huawei amazon store and got a 30 day return period at the same price. I have been a big fan of their products for a number of years and purchased many products but the recent experiance with the very poor customer service dept has definately changed my perception.
Bought from adverts in Saga magazine
Unable to pair after multiple attempts to do puzzle for security, failed on 3rd attempt
Totally useless watch if I can't pair to Huwaei health app
Nothing in adverts in Saga about this JIG Saw puzzle hurdle
They recommend I use a PC or laptop to pair
I have bought a Huawei Band 8 watch.
There was only a English manual.
But Erik from Huawei Belgium has made it possible that there is now also a Dutch manual.
Thank you.
The worst Marketplace or online store I have ever visited. Incorrect information, hard to understand and especially if you don't have a thousand attentions it ends up that you think you buy one product and then you get another one. For example, you select a 41mm smartwatch and then you choose the color of the strap : at that point if there are no 41mm of that color you get a smartwatch of that color but 46mm size. Then if you don't open the box and more than two weeks go by you can't return it. Even the worst store is a thousand times better!
Il peggiore Marketplace o online store che abbia mai visitato. Informazioni scorrette, difficile da capire e soprattutto se non hai mille attenzioni finisce che pensi di comprare un prodotto e poi te ne arriva un altro. Per esempio, selezioni uno smartwatch da 41mm e poi scegli il colore del cinturino : a quel punto se non esistono 41mm di quel colore ti arriva uno smartwatch di quel colore ma della dimensione 46mm. Se poi non apri la scatola e passano più di due settimane non puoi più restituirlo. Anche il peggiore negozio è mille volte meglio!
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