Charge hr not syncing with challenges

[Jjulianee]

I've closed the app, restarted my phone and reset my Fitbit. It will sync to Dashboard but not to challenge. Suggestions?

[MeylinP]

A warm welcome to our new friend @Jjulianee! Thanks for joining us! Please know that there are some possible reasons why your data is not syncing to your Challenges:

1. 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're manually logging steps. Only steps recorded by your tracker or MobileTrack are counted toward challenges.
3. You're using MobileRun to track GPS data with your app. Only steps recorded by a tracker or MobileTrack are counted toward challenges.

4. All participants aren't in the same timezone.

You can go here to see our information about challenges.

Hope this helps, let me know how it goes! 

[teresasue3]

I can't get any steps to sync to challenge. How would I know if I'm using MobileRun?

[mbrehl]

Meylin,

I have had the same experience a couple times.  I use my iPhone to check my steps from my device (not add steps).  While my steps are accurately pulling into my Fitbit dashboard, I have had periods of time where it would not pull those same steps into the Challenge.  For about 3 hours yesterday, I synced my phone with my Charge HR about 3 times to pull in my steps.  All three times, I saw that my challenge steps did not increase and it showed "now" as the last time it updated my steps for the challenge.  I have lost a total of 12,514 steps that day.  The challenge started Monday (19,650 steps), then Tuesday (26,930 steps) and as of today, my current steps today are 15,095.  I should have a total of 61,675 for this challenge yet I only have 49,161.  This is very frustrating as I try to catch up to the new leader in our challenge!!  Is this a known issue?  I am not adding steps - just pulling steps in from my Charge HR.

[DerrickS]

@teresasue3 MobileRun is when you use your mobile device's GPS to track your workout on the Fitbit App. If you use this function, be sure to wear your tracker too, that way your steps will count towards your Challenges. Click here for more details.

@mbrehl Are you in the same timezone as the Challenge creator? Challenges begin and end in the Challenge owner's timezone which may be causing a sync delay for your Challenge. Click here for more information.

[mbrehl]

Yes, the challenge is in a different time zone. It starts at 2:00 am for me. The steps on Monday matched the Fitbit log to the Challenge step total. The steps didn't get off until Tuesday.

Sent from my iPhone

[MeylinP]

Welcome to our Community @mbrehl! Thanks for the update! I'd suggest you contact our Customer Support team and let them know you've already checked all  participants are in the same timezone as the Challenge creator so they can provide you with a good solution for this.

Let me know how it goes! 

[teresasue3]

Okay, I clearly don't use GPS tracker and we're all in the same timezone. I'm not showing any steps at all in the challenge and never have though theyr'e showing up on the dashboard of my iphone. This is a NEW FitBit....I had an old one about three years ago. Any chance it's trying to read those steps even though it's long gone?

[MeylinP]

Hey there @teresasue3 thanks for the update! I'd suggest you contact our Customer Support team and let them know you already make sure you're not using GPS tracker and that all the participants are in the same timezone as the Challenge creator...I'm pretty sure they'll provide you with a good solution for this.

Let me know how it goes!