Steps not syncing to challenges.

[awr1983]

Hi everyone. I recently bought a new Fitbit Ionic and have spent all week pretty much loving it. However, my issues all started today when I noticed my steps were pulling through to the dadhboard but not updating on a challenge I had going with my friend. At this point I searched through the forums and did the following:

- logged out and uninstalled app

- unlinked the ionic from my account

- rebooted my iPhone

- rebooted the Fitbit 

At the minute I’ve got the phone and Fitbit on charge and I’m trying to resync the watch to the phone in the hope it will update my step count. However, now I have the issue that once the watch gives me the new four digit code to reconnect it my iPhone isn’t recognising the Fitbit.

Can anyone assist me with this please? It feels like it’s slowly turning into one issue after another when all I want to do is track my steps and take part in friendly challenges. 

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @awr1983, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums, for sharing your experience and for letting us know the troubleshooting steps you've tried so far. At this moment, as your Ionic is not setting up back to your account, I would like to suggest you the following:

1. Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on.
2. Make sure you have a strong WiFi signal and that there are no other Bluetooth devices around that might interfere with the setup process.
3. Restart your Ionic by pressing and holding the Back and Select buttons (left and bottom right) until you see the Fitbit logo on the screen, then try to set up again.
4. If you can't set up after a restart, reboot your phone or tablet and try to set up again.
5. If you can't set up after the reboot, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your phone or tablet and try to set up the Ionic one more time. 

Now, about your steps not syncing, 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. 

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

I hope this can be helpful, give these steps a try and let us know the outcome.