Challenges not updating steps correctly.

[MGMc]

The app isn’t showing correct steps on weekly challenge  Connected is showing but I’m missing over 25,000 Steven s this week. One person is in another time zone. Everyone else’s in my time zone but Everyone else’s steps seem to be correct. What’s going on?

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @MGMc, have a warm welcome to the Fitbit Community, it's great to have you on board! 

I'm 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. 

We also recommend waiting 15 minutes after syncing your Fitbit data to see if your challenge updates. Additionally, I would like to suggest you to force-quit the app by double tapping the home button on your phone and swipe up the app in case the information is not updating correctly. 

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

[MGMc]

Thanks but this was not helpful at all. My app does show connected. I have not manually logged anything nor have I ever used mobile run. I have force quit the app and have waited well over 15 min to check my challenge. I enter a lot of challenges and this has not happened before. I look like I’m not trying, as I usually am in the top of most challenges. I want this corrected, or why else have this tracker!!!

Sent from my iPhone

[MarcoGFitbit]

Hello @MGMc, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have already checked the points I've described in my previous post. At this moment I would like to gather some information from you so I can check this situation further.

• Phone model you're currently using.
• OS version you're phone is currently running
• App version currently installed (go to Account > Help to get it)

Thanks for your patience and understanding, I'll be waiting for your reply!