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Challenge not showing all my steps

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‎02-12-2019 13:22 - last edited on ‎02-13-2019 05:23 by Moderator Alum

‎02-12-2019 13:22 - last edited on ‎02-13-2019 05:23 by Moderator Alum

Hi, Last night I updated my s9 and I hadn't synced it this until this evening when I came back from a walk.

my daily total registers just shy of 18000 however my challenges and active minutes are only registering from the point I synced my fit bit this evening so it's only showing on my challenges at 4500. I've tried all the steps in previous posts and the steps were not logged manually and are showing on my dashboard but will not however show up on my challenges. please help!

 

Moderator edit: Updated subject for clarity.

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‎02-13-2019 04:55

‎02-13-2019 04:55

Hi @Dani_pondy! It's great to see new faces around. Robot Happy

 

Thanks for sharing those details on your post. Sorry to hear that your step total on your challenge isn't updating. Below are possible reasons for this issue: 

1. Your steps have fully synced to our database but you're not viewing the mobile app dashboard in Live Data Mode. (Live data mode would show the word "connected" under your tracker tile). 
2. You manually logged an activity. Steps from manually logged activities do not count toward challenges; only steps recorded by your tracker or MobileTrack are counted toward challenges. 
3. You used MobileRun to track GPS data with your app. Only steps recorded by a tracker or MobileTrack are counted toward challenges. 
4. All challenge participants are not in the same time zone.


Please remember that is also recommended to wait 15 minutes after syncing your Fitbit data to see if your challenge updates. You can also force quite the Fitbit App and post a comment in the Challenge, since it has worked for others.

 

If you have tried all the suggested above you might be experiencing a know issue with some challenges, this unexpected behavior is not happening with all users or in every challenge, but this issue has been escalated to our team and they are working on finding a fix. Sorry for any inconvenience while we're working on this and thanks a million for your understanding.

 

I hope this can be helpful, give it a try and keep me posted in case you need anything else. Cat Very HappyHeart

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