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My Fitbit steps aren't syncing with the Employee Wellness Move Smart program

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‎12-14-2021 00:45 - last edited on ‎12-14-2021 11:18 by Fitbit Moderator

‎12-14-2021 00:45 - last edited on ‎12-14-2021 11:18 by Fitbit Moderator

My fitbit account isn't syncing my info to the employee wellness program Move Smart. I can see everything on both the app and website. I can also download my activity report which is correct but my wife's HR department says my steps aren't showing. I also have a Move Smart leader board tab within the app and my steps aren't showing there either but the app is clearly showing I have activity. I've tried several remedies including logging out and logging back in, deleting the app and re-downloading, disconnecting/reconnecting device, restarting my phone, adding mobile track, etc. Nothing has worked and I've made several calls to fitbit and the rep says they'll get back to me and I've been waiting weeks. All my emails go unanswered as well. Not sure what's going on but help would be appreciated, thanks. 

 

Moderator edit: Subject for clarity.

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‎12-14-2021 11:21 - edited ‎12-14-2021 11:28

‎12-14-2021 11:21 - edited ‎12-14-2021 11:28

@LondoC Welcome back to the forums. Thanks for the explanation and your initiative to solve this on your own. I will gladly help you sync your Fitbit data with another app. In this case I recommend you take a look at the following help article: . Whenever Fitbit data stops being sent to another app, I recommend you remove the "Employee Wellness Move Smart" from the apps linked to your Fitbit account and set them up again. That has worked for me, every time. 

 

I was informed that your inquiry was successful and will be addressed shortly. Keep contact with support, they will help you out. Have a nice day!

RodrigoM | Community Moderator, Fitbit

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‎12-14-2021 15:03

In response to RodrigoMFitbit

‎12-14-2021 15:03

Thank you for responding. Move Smart isn't an app to download. From my understanding it's a program within the fitbit care membership.

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‎12-18-2021 12:06

In response to LondoC

‎12-18-2021 12:06

@LondoC Thanks for your reply and the explanation. More of a reason to keep contact with support. The community does not have access to users' profiles nor their active programs. Support will help you out!

 

Have a nice day!

RodrigoM | Community Moderator, Fitbit

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