Steps not syncing with challenges

[Kristy-B]

The steps on my Fitbit charge hr and my iOS dashboard are not transferring over to my challenges properly. There is a difference of about 995 steps today. I have seen there have been technical issues in the past that have been fixed by Fitbit but how can I resolve my issue now?
I have tried closing the app completely as well as shutting down my phone completely, but the issue is still there. Help!

[MeylinP]

A warm welcome to our new friend @Kristy-B! Thanks for stopping by! Please know there are some possible reasons for this to happen:

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. You're in a different timezone than the challenge owner. The challenge begins and ends in the owner's timezone.

I'd also suggest waiting 15 minutes after syncing your Fitbit data to see if your challenge updates. Please go here to see more information about challenges.

Hope this helps, let me know how it goes! 

[Kristy-B]

1. Says connected
2. No
3. No
4. We all work together and are in the same time zone.

I have followed all the steps on another post to reset my tracker etc. I have been syncing my tracker with the app throughout the day all day yesterday and it stayed at 996 steps short every time.

My steps are correct on my dashboard, just different in my challenges - including my Goal Day challenge which is just me (no other participants).

Sent from my iPhone

[MeylinP]

Hey there @Kristy-B thanks for the update! Ohhh this is weird...I'd suggest you contact our Customer Support team and let them know you've already checked the possible reasons for this to happen and that your steps are still not syncing with your Challenges so they can provide you with a good solution for this.

Keep me posted!