Mobile Tracking not counting steps for challenges

[pratik1490]

I am tracking my steps and run using mobile but I see no recent activity in challange and steps in my profile.

[SilviaFitbit]

@pratik1490 Welcome to the Community! If you're using MobileTrack in your mobile device. Then your steps should count toward Challenges. Is it the first time that your steps aren't being taken into consideration for Challenges? Are you not seeing steps at all or just a discrepancy? Are you actually seeing steps in your online Dashboard? 

Keep me posted. 

[pratik1490]

Yes, I can see my steps in dashboard. The things is that my profile says no recent activity. Earlier I was using fitbit but now I am just tracking with mobile steps.

[pratik1490]

I can see steps in my mobile app dashboard but not on web.

[SilviaFitbit]

@pratik1490 Thanks for those details. That's pretty weird. You should be able to see your steps in your Dashboard if you're seeing them in your app. I would like you to provide me with a screenshot of what you're seeing in your app and account and I'll investigate it. 

Keep me posted. 

[walkingMathur]

Not sure if this issue was resolved but i am having the same issue..

Steps showing in dashboard but not counting towards challenge..I recently switched to mobile tracking from fitbit charge 2

[walkingMathur]

It got resolved from logging out and then logging back in..

[SilviaFitbit]

Welcome to the Community @walkingMathur! Thank you for letting me know that this issue was resolved.

Hope I can continue seeing you around. You may want to check the Discussions Board and find healthy tips and meet new people.:)                                                                                                                                                                                             

[iceysugar]

Hi

Somehow the number of steps for challenge is different from my dashboard. I noticed there is also a time lag in terms of syncing data. I tried to log out and log in but it did not solve the issue. Could you please advise?

[SilviaFitbit]

It's great to have you here @iceysugar! Thanks for the troubleshoot that you've done. When you're doing Challenges, it will only count your tracker's step or MobileTrack. This means that if you're logging activities, those steps won't be in the Challenges, you can learn more about it by checking this article What should I know about challenges?. 

If after checking the above, you're still not getting the same information between your Dashboard and Challenges, reply to the following questions: Is your tracker not always syncing? How often does it sync? When does it started not showing the same stats? 

Keep me posted! 

[Traceyleinenger]

I tried logging on off and syncing also delete and add mobile tracker again nothing working my steps are not counting on challenges can u help me? 

[MarcoGFitbit]

Hello @Traceyleinenger, thanks for joining the conversation, it's a pleasure for me to welcome you to the Fitbit Community! 

Thanks for bringing this to my attention and for letting me know the troubleshooting steps you've tried so far. 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 used MobileRun to track GPS data with your app. Only steps recorded by a tracker or MobileTrack are counted toward challenges. 
3. All challenge participants are not in the same time zone. 

Please note that is also recommended to wait 15 minutes after syncing your Fitbit data to see if your challenge updates. If your MobiileTrack steps are still not updating after checking these points, please let me know so I can check this further.

Thanks for your patience and understanding, I hope you have a great day! 

[KatieR1989]

Hi i have the same issue, i am using mobile track and the correct number of steps are syncing with my dashboard but when i go to my challenges there is steps showing but the correct numbers of steps as shown on my dashboard ?

[SilviaFitbit]

@KatieR1989 Welcome to the Community. Sorry for the delayed reply. 

Thanks for the details mentioned. I would like you to check the following: 

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. 

We also recommend waiting 15 minutes after syncing your Fitbit data to see if your challenge updates.

I'll be around if you have any additional questions.