Troubleshooting

Yes! If you aren't able to replace your Fitbit right away, you can also turn your phone itself into a step tracker using Mobile Track. Here's how to do that:

1. Log into the Fitbit app and tap the Today tab on your profile picture.
2. Tap the option to set up a new device, and follow the MobileTrack instructions.

For more information on Mobile Track, check out this guide by Fitbit: https://help.fitbit.com/articles/en_US/Help_article/1875

Please note that you would need to use Mobile Track not Mobile Run. Steps related to the use of Mobile Run will not be applied to your StepBet step count.

Email us if you have any questions! support@stepbet.com

Start here when your Fitbit steps are not syncing to the StepBet app correctly.

Review your tracker type

If your Fitbit steps are not matching, please double-check Fitbit was selected as your tracker type upon game registration. You can review this information on the "Step source" menu in your StepBet app profile. Fitbit steps only count if Fitbit is your connected tracker. For example, Fitbit steps accumulated in Apple Health will not sync to your StepBet game.

Check Bluetooth settings

Your Fitbit tracker needs to talk to the Fitbit app via a Bluetooth connection. To keep the lines of communication open, verify your Bluetooth connection is functioning and all steps have synced from the tracker to the Fitbit app. Attempt a sync to StepBet, using both your WiFi connection and cell data when possible to ensure a weak signal is not interfering.

Please note, if you have been away from your phone with the Fitbit app for a time period while accumulating your steps, it is often necessary to open the Fitbit app on your phone, pull down to refresh the Fitbit app on your phone, and then open StepBet to sync new steps.

Review the Fitbit app

Open the Fitbit app and double-check the step count there compared to your tracker and to StepBet. Only steps you have synced to the Fitbit app can sync to StepBet.

After you see the appropriate level of steps in the Fitbit app, tap "Update now" on StepBet.

If you are having trouble syncing your steps to the Fitbit app, please see this Fitbit help page for additional information: Why won't my Fitbit device sync?

Look for third-party tracker activities

StepBet only counts steps directly recorded by your Fitbit tracker. Steps predicted by Fitbit's "Mobile Run" feature or "Log an Exercise" feature do not count. Those added by third-party apps, such as Strava, MyFitnessPal or other tracker types/data sources, also do not count.

Always wear your Fitbit when completing any exercise to ensure your steps are tracked directly and rely on the StepBet app as your best indication of reaching daily goals when third-party trackers are connected.

Avoid adding exercises

When you add an exercise to your Fitbit app versus tracking it directly, Fitbit predicts steps for the exercise period based on your data. StepBet does not sync these steps.

If you do add exercises, refer to the steps synced to the StepBet app as your method of detecting progress to goal as your step count on Fitbit is inaccurate for StepBet purposes.

The best practice is to use your wrist-based tracker itself to start and stop your exercises. This allows your device to record actual steps and associate them with an exercise period. If you are also completing challenges on additional apps, this helps ensure qualifying exercises apply to all apps properly — a win win!

Review the Fitbit article, How do I track my workouts with my Fitbit device?, for more information and guidance on using various devices.

Check your app store for updates

Visit the app store for your device and see if your Fitbit or StepBet app needs updated. If so, please install the updates and attempt a new sync using "Update now."

Uninstall StepBet

When you cannot find an obvious issue within Fitbit or the StepBet app, please uninstall and reinstall the StepBet app to see if that clears any problems.

Verify StepBet has access to Fitbit

Phone updates, tracker updates, and more can upset your existing connections and the permissions on your device. You can verify StepBet still has access to your Fitbit information both from the app and the Fitbit website.

On the app, get started by tapping your profile picture or icon. From there:

• Scroll down and tap "third-party apps"
• Tap "Manage 3rd party apps"
• Enter your log-in information
• Look for StepBet under the list of applications with permissions

For using the Fitbit website, visit the following link https://www.fitbit.com/user/profile/apps and verify StepBet is listed.

If StepBet is no longer listed, granting fresh permission is easy! Open your StepBet app, log in, and tap the profile icon in the lower right corner. Scroll down to "Step source" and tap it followed by "Change my connection" and select your Fitbit. If "Change my connection" does not appear, simply reconnect your Fitbit.

Contact Support

If your problems persist, please email support@stepbet.com and include as much information about the issue as possible. Email as soon as possible to document the timing of the issue and attach any screenshots illustrating the potential discrepancy between your Fitbit app and StepBet. Email must be received on the same day as the issue in order for our referee team to troubleshoot.

Start here when your Apple steps are not syncing to the StepBet app correctly.

If you're more of a visual person, you can review steps for the most common issues via our troubleshooting video here https://youtu.be/8sj7bhRNWOQ

Review your tracker type

If your Apple steps are not matching, please double-check Apple was selected as your tracker type when registering for the game. You can double-check this information on the "Step source" menu in your StepBet app profile. Apple steps from your iPhone or Apple Watch only count if Apple is your connected tracker. For example, Apple steps accumulated and filtered to other trackers like Fitbit will not sync to your StepBet game.

Check Bluetooth settings

Your Apple Watch needs to talk to the Apple Health app via Bluetooth. To keep information flowing, verify your Bluetooth connection is functioning and all steps have synced from the tracker to the Apple Health app. Attempt a sync to StepBet using both WiFi and cell data when possible to ensure a weak signal is not interfering.

Review the Apple app

Open the Apple Health app and double-check the step count there compared to your Apple Watch and to StepBet. Only steps you have synced to the Apple Health app can sync to StepBet.

After you see the appropriate level of steps in the Apple app, tap "Update now" on Stepbet.

If you are having trouble syncing your steps to the Apple app, please see this Apple help page for additional information: Why won't my Apple device sync?

Adjust data priorities to help Apple Watch match StepBet

The most common issue with Apple Watch syncing to StepBet is that the phone has "priority" in Apple Health over the Apple Watch.

Please follow these steps to make sure your watch has top priority.

• In the Apple Health App, click on the orange "Steps" bar. If this bar does not appear on your home screen, tap "Browse" followed by "Activity" then "Steps."
• Select "Data Sources & Access" and scroll down to "Data Sources:" You can hit "Edit" on the top right of the screen, this will allow you to drag your current watch to the top of the Data Sources using the three bars to the right of each device. Your current iPhone should always be the second data source. If you are unsure which device is currently in use, tap on the step source, such as "My Apple Watch." If the steps accumulated are from today or recent days, the device is current. Devices no longer in use quit accumulating new data so will display older dates.

If that does not solve the issue, sometimes an update is required. After upgrading their iOS, some users would have been prompted to upgrade their Apple Watch. If they do not upgrade their Apple Watch, the Watch steps will not be counted by StepBet.

Check for Apple Watch updates

Open the Apple Watch app, tap the "General" menu, followed by the "Software update" menu to locate and install any updates to your device. It's always best to update devices at the beginning of a stepping day when minimal steps are accumulated and after syncing steps for prior days to StepBet.

Verify StepBet has access to Apple

Phone updates, tracker updates, and more can upset your existing connections and the permissions in your device. You can verify StepBet still has access to your Apple information from the Apple Health app.

On the Apple Health app, get started by tapping your profile picture or icon. From there:

• Scroll down to the Privacy tab and tap "apps"
• Scroll down to find Stepbet
• Ensure the green button next to "Steps" is green

If StepBet is no longer listed, granting fresh permission is easy! Open your StepBet app, log in, and tap the profile icon in the lower right corner. Scroll down to "Step source" and tap it followed by "Change my connection" and select your Apple device. If "Change my connection" does not appear, simply reconnect Apple.

Reset permissions

When permissions were already in place, go to your "Data Sources and Access" page and toggle off StepBet's permission under "Apps allowed to read data." Then go to StepBet to reconnect. This resets the connection and can help the steps sync over.

Look for third-party tracker activities

StepBet only counts steps directly recorded by your Apple tracker. Those added by third-party apps, such as Strava, MyFitnessPal, pedometer apps, or other tracker types/data sources, also do not count. Steps manually added also are not synced or counted.

Always wear your Apple Watch or phone when completing any exercise to ensure your steps are tracked directly and rely on the StepBet app as your best indication of reaching daily goals when third-party trackers are connected.

Avoid adding exercises

When you add steps to the Apple Health app manually versus directly tracking, these steps cannot be validated, and StepBet does not sync them. If you do add steps, refer to the steps synced to the StepBet app as your method of detecting progress to goal.

The best practice is to use your Apple Watch to start and stop all exercise activities and the Watch or iPhone to record steps.

Review the Apple article, How do I track my workouts with my Apple device?, for more information and guidance on using various devices.

If you prefer to remove these uncounted steps from Apple Health, suspend permission in the connected app.

By tapping into the step source, such as steps added manually and marked with an Apple Health icon or Fitbit, you can also delete all steps to help Apple Health display more accurate step totals. Tap "edit" in the upper right-hand corner of the screen and then "Delete All" to remove all steps or use the red minus button to remove steps for individual days.

Check your app store for updates

Visit the app store for your device and see if your Apple or StepBet app needs updated. If so, please install the updates and attempt a new sync using "Update now."

Uninstall StepBet

When you cannot find an obvious issue within Apple or the StepBet app, please uninstall and reinstall the StepBet app to see if that clears any problems.

Contact Support

If your problems persist, please email support@stepbet.com and include as much information about the issue as possible. Email as soon as possible to document the timing of the issue and attach any screenshots illustrating the potential discrepancy between your Apple app and StepBet. Email must be received on the same day as the issue in order for our referee team to troubleshoot.

1. Visit https://connect.garmin.com/modern/settings/accountInformation
   You can also get there by going to connect.garmin.com and selecting Profile & Account (running person icon in the top right) > Account Settings > Account Information
2. Disconnect StepBet
3. Open StepBet and refresh your steps. It should prompt you to reauthorize Garmin and StepBet.

Start here when your Garmin steps are not syncing to the StepBet app correctly.

Review your tracker type

If your Garmin steps are not matching, please double-check Garmin was selected as your tracker type upon game registration. You can review this information on the "Step source" menu in your StepBet app profile. Garmin steps only count if Garmin is your connected tracker. For example, Garmin steps accumulated in Apple Health will not sync to your StepBet game.

Verify the tracker is active in Garmin Connect

Make sure the device you are tracking your steps with is active in the Garmin Connect account. You can see which device is connected in the top right of the home page

From the settings menu, you can double-check which device is registered or connected to Garmin Connect. Garmin Connect will only connect to 1 watch at a time.

Check Bluetooth settings

Your Garmin tracker needs to communicate with the Garmin Connect app via a Bluetooth connection. To keep information syncing, verify your Bluetooth connection is functioning and all steps have synced from the tracker to the Garmin Connect app. Attempt a sync to StepBet, using both your WiFi connection and cell data when possible to ensure a weak signal is not interfering.

The connection information below references Android, but it is also applicable to iOS connections:

The watch can take a few seconds to fully sync. The white circle shows the sync is in progress. A full green circle means the sync is complete.

Review the Garmin Connect app

Open the Garmin Connect app and double-check the step count there compared to your tracker and to StepBet. Only steps you have synced to the Garmin Connect app can sync to StepBet.

After you see the appropriate level of steps in the Garmin Connect app, tap “Update now” on StepBet.

Steps can be seen in two places. There may be times when the two do not match. Garmin sends StepBet the step menu total as shown below versus the “My Day” information. When a discrepancy is realized, it is important to reach out to Garmin for device troubleshooting to ensure StepBet is sent the proper information. You can read more about the differences in these two views at Garmin:

https://support.garmin.com/en-US/?faq=Gc9fLgVllX6K8Kv8kT6X96

We recommend deferring to the StepBet app for your best indication of progress to goal each day.

Review settings if the watch is not counting steps accurately.

According to Garmin, several situations can result in steps under or over-reporting the level expected.

In watch settings, Activity Tracking needs to be turned on for accurate tracking.

Check your app store for updates

Visit the app store for your device and see if your Garmin Connect or StepBet app needs updated. If so, please install the updates and attempt a new sync using “Update now.”

Uninstall StepBet

When you cannot find an obvious issue within Garmin Connect or the StepBet app, please uninstall and reinstall the StepBet app to see if that clears any problems.

Verify StepBet has access to Garmin Connect

Phone updates, tracker updates, and more can upset your existing connections and the permissions in your device. You can verify StepBet still has access to your Gamin information from the Garmin Connect app.

On the Garmin Connect app, get started by tapping the three lines to open. From there:

• Scroll down to the Settings tab
• Tap Connected Apps
• Look for StepBet under the list of connected apps
• Tap StepBet and ensure the blue button next to Daily Health Stats is on

If StepBet is no longer listed, granting fresh permission is easy! Open your StepBet app, log in, and tap the profile icon in the lower right corner. Scroll down to “Step source” and tap it followed by “Change my connection” and select your Garmin. If “Change my connection” does not appear, simply reconnect your Garmin.

Contact Support

If your problems persist, please email support@stepbet.com and include as much information about the issue as possible. Email as soon as possible to document the timing of the issue and attach any screenshots illustrating the potential discrepancy between your Garmin Connect app and StepBet. Emails must be received on the same day as the issue in order for our referee team to troubleshoot.

It's great that you want to jump right in! However, it can take some time to develop step history - though this is only one part of calculating step goals. Since we use your recent step history to create custom goals, you'll want to consistently track your steps every day (for about 1-2 weeks should be good) and try back again in a few days!

If you have any questions or need further assistance, please email support@stepbet.com.

If you are an Apple Health user and are having issues, referees may need to ask for you to share your data with us, here's how:

To share your Apple Health Data with us, please follow these steps:

1. Open the Apple Health app on your iPhone
   
   
2. Go to the "Health Data" screen and press "Profile"
   
   
3. Scroll to the bottom and select "Export Health Data"
   
   
4. Please email the resulting file to support@stepbet.com

Note, your iPhone health data may contain personal information. We will only be importing step data into our database and then deleting the original file.

Please follow the steps below:

1. Open the App Store (for iOS) / Play Store (for Android) and if there is an update available, download it.
2. If step 2 didn't work the first time, retry it a few more times. Eventually, try to switch from Wi-Fi to cellular data or vice versa between retries if possible.
3. If still doesn't work uninstall and reinstall the app from the App Store / Play Store and try again steps 2-3.