Step Tracking Troubleshooting

If it appears the data from your app or device is not matching your Be Well account or that steps aren’t appearing, there are several actions you can take.

Check your Account

For some trackers, Be Well pulls steps directly from your account rather than your device itself. You will need to make sure that your steps are reaching the account on that provider’s site.

This account is visible at www.fitbit.com for Fitbit devices or at connect.garmin.com for Garmin devices. Log into your account on that site and make sure that your device is registered and steps are showing up in that account.

If they are not, please follow your manufacturer's instructions for registering your device to your account.

Reset Permissions

You need to provide certain permissions to Be Well in order for data to flow from your device’s account to your Be Well account.

To reset permissions for your connection on mobile, try the following:

1. Disconnect your step tracking option from Be Well.
2. Uninstall your Be Well app and your step tracking app.
3. Reinstall your Be Well app and your step tracking app.
4. Reconnect your step tracking option. You should be prompted to accept permissions, please accept all indicated permissions.

If there was an issue with your device’s permissions, this should allow the steps to come through the next time a sync processes.

Contact Support

If you’ve tried these methods and aren’t able to get syncing to work, there may be another problem affecting your connection. Our support team can help determine this issue and repair your syncing. Please contact wellness@be-engaged.co and let them know what issue you are having and what troubleshooting steps you have taken so far.