Goals and Challenges - What To Do If Your Fitbit Isn't Syncing to the Engage App

Introduction

This article offers instructions on what to do if your Fitbit isn't syncing to Engage. This information is useful to clients and members.

Common Issues and Solutions

Authorization Token Expired or Revoked

Issue: Your authorization token expired or was revoked from within the Google Health (Fitbit) app.

Solution: Reconnect your Fitbit device to generate a new authorization token to allow Engage to access your steps. To learn how to connect your Fitbit device, take a look at this Help Center article: Goals and Challenges - How Do I Connect My Fitbit?

Google Health Not Uploading Data to Cloud

Issue: Your Google Health (Fitbit) app isn't uploading data to the cloud. This problem is usually intermittent or could be a result of temporary issues on the Fitbit platform. 

Solution: We recommend users hard close their Google Health (Fitbit) app, open it back up, and try syncing again.

Duplicated Google Health (Fitbit) Accounts

Issue: During the sign-up process, you accidentally created a new Google Health (Fitbit) account (instead of logging in to your existing one) or connected to the wrong account in Engage.

Solution: First, confirm the email address that's connected to your Fitbit account where steps are showing:

> From the Google Health (Fitbit), tap on your profile picture in the top right. Your email account will be visible there. Make sure the same account is the one connected in the Engage app.

> Once you've confirmed your email address, go to the Engage app and reconnect your device. 

When you reconnect, be sure to use the email that's connected to your correct Fitbit account.

Incorrect Time Zone Settings

Issue: General syncing issues (after ensuring the devices are connected and syncing)

Solution: Please check that the timezone of your device is correct for your location as this can cause syncing issues. Timezones can impact challenge start and end times, as well as affecting when data syncs between the device and Engage.