The Google Health app has launched worldwide, replacing the Fitbit app. For more information please refer to our help article
No steps
If your Fitbit isn't syncing any steps to your Google Health app, please see https://support.google.com/googlehealth/answer/14236618?hl=en&ref_topic=14236505&sjid=10516399312016183978-EU for support
Steps don't match 100%
If your synced step total on Big Team Challenge is lower than what appears on your device or inside the Google Health app, this is due to a known issue on Google's side with how Google Health shares data with connected apps.
Google Health currently filters out certain steps before sending daily totals to third-party apps like us, even though the Google Health app on your phone still displays those steps on your screen. Big Team Challenge automatically records and displays the exact step totals delivered to us by Google.
Google's engineering team is actively investigating a fix to bring step totals back into 100% alignment. There is no need to report this to our technical support team—please leave your account connected and continue syncing as normal.
Other common issues
The other most common issues affecting Google Health syncing are:
The Google Health mobile app has not synced your Fitbit / Pixel Watch steps and therefore we have not received any steps to log.
Your missing steps are for a date before you connected to Google Health - we only accept steps from the point you connect onwards (including if you disconnect and reconnect).
You have disconnected from within the Google Health app or not given permission to access your activity data.
You have connected to Google Health but accidentally logged into the wrong Google account during the connection process.
The first thing to check is that you are connected to Google Health on Big Team Challenge.
On the Big Team Challenge mobile app:
Open the sidebar and click Sync Devices
On the challenge website:
Click My Account (top right) then Sync Devices in the navigation
Ensure that the 'Active Device' says Google Health.
Check access and account
The next thing to check is that you are connected to the right account and have given permission to access your steps:
On the Google Health mobile app:
Click on your profile icon (top right)
Click on "Apps and services"
Ensure Big Team Challenge is shown on the Connections > Apps and services screen
Click on Big Team Challenge on that screen, then tap the ▼ icon to ensure it says we can "See your Google Health activity and fitness data".
If Big Team Challenge is not shown on Google Health connections but you are connected on our app / website, you may be connected to the wrong account. To resolve this:
Open up the Google Health app and click on your profile icon (top right). Take note of the email address shown (i.e. your Google Account)
Open up the Big Team Challenge mobile app your challenge website and click Sync Devices (app: Menu > Sync Devices, website: My Account > Sync Devices)
Press Disconnect beside Google Health.
When redirected back, Press Connect beside Google Health and ensure you login to the correct Google account account.
Getting in touch for help
If you are still having issues, please reach out to technical support by using the help chat on the Big Team Challenge mobile app or your challenge website.
We may ask for your anonymous User ID to check your connection. You can find this:
On the Google Health mobile app:
Tap the 'Health' tab on the bottom
Scroll down and click the "Profile" card under Personal info
Your user ID is shown at the bottom (e.g. 1ABC23)