Why isn't my data syncing?

From time to time it's possible that you will experience temporary delays or gaps in data. 

This can be caused by one of a few different factors... 

This issue is usually caused by a temporary issue, but if it persists, please email our support team.

Here are a couple of common explanations for this issue

1. It could be a simple delay

Nothing syncs in real-time. Data can sometimes take up to an hour to sync into our system from your connected app or device.

2. Your device may not be syncing to the 'parent' app

A connected device's data can only sync into our system after it has first synced with the parent app, for example, from your device to the Fitbit App or to the Jawbone UP app.

Check the parent app first to confirm that your data has successfully synced from the device.

If data is NOT syncing to the parent app, we suggest checking that bluetooth is activated on your smartphone (this is how most devices sync data to smartphone apps).

If data is syncing into the parent app successfully, but not getting into our system, double check that syncing is correctly configured in our app.

In the app go to PROFILE, tap CONNECTED APPS, and ensure that syncing is enabled.

3. The parent app may not be automatically syncing to the parent system

Some activity tracking apps that use your phone's hardware to track movement, such as the Fitbit Step Tracker or the Moves App. 

These apps may require you to open them once in a awhile in order to initiate syncing to the parent company's database - this must occur before data can be pulled into our system. 

Try opening these apps from time-to-tim so that data continues to flow into our system regularly.

Tips for Troubleshooting if items 1 and 2 above are not resolved.

1. Try force-quitting our health tracking app, and re-open it.

2. Switch off syncing in our app (i.e. with Fitbit App or Jawbone UP), and reconnect the app to our system after a few seconds.

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