Fixing Fitbit sync issues
David Rushton avatar
Written by David Rushton
Updated over a week ago

This article outlines common steps to fix issues once you are connected to Fitbit. For more information about how Fitbit syncing works or how to connect, visit Syncing with Fitbit

Common issues

The most common issues affecting Fitbit syncing are:

  1. The Fitbit mobile app has not synced your watch / band steps and therefore we have not received any steps from Fitbit to log.

  2. Your missing steps are for a date before you connected to Fitbit - we only accept steps from the point you connect onwards (including if you disconnect and reconnect).

  3. You have connected to Fitbit but not given permission to access your activity data.

  4. You have connected to Fitbit but logged into the wrong Fitbit (or Google) account to the one you use on the Fitbit app.

The first thing to check is that you are connected to Fitbit 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 then Sync Devices in the navigation

Ensure that the 'Active Device' says Fitbit. If you are not connected to Fitbit please see instructions here.

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 Fitbit mobile app:

    • Click on your profile icon (top right)

    • Click on "Your data in Fitbit"

    • Scroll down to Connected apps and click "Manage connected apps"

    • Ensure Big Team Challenge is shown with access to your activity and profile

  • On fitbit.com

If Big Team Challenge is not shown on Fitbit connected apps but you are connected on Big Team Challenge, you may be connected to the wrong account. To resolve this:

  1. Visit fitbit.com and then log out

  2. Open up your challenge website and click My Account then Sync Devices in the navigation

  3. Press Disconnect beside Fitbit

  4. When redirected back, Press Connect beside Fitbit and ensure you login to the correct account.

Triggering a sync

Once you have connected Fitbit and checked the permissions, we should get a ping with your steps each time you sync your Fitbit watch / band with the Fitbit app. This happens in the background and is processed automatically, although there may be a delay of around 10 minutes before the daily total is updated on your Big Team Challenge 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 Fitbit User ID to check your connection. You can find this:

  • On the Fitbit mobile app:

    • Click the 'You' tab on the bottom then tap the top card (with your name, e.g. Jane S.)

    • Your user ID is shown at the bottom (e.g. 1ABC23)

  • On fitbit.com

    • Login to fitbit.com and visit the Dashboard

    • Click on your profile image on the top right (beside the chat and cog icon)

    • The URL of the next page will have your user ID at the end (.e.g https://www.fitbit.com/user/1ABC23)

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