Article Overview
This article is longer as there can be many reasons why data is not syncing properly. If you are ever confused, we recommend reaching out to our Customer Support Team for assistance. The following article is broken up into two high-level sections: Fitbit & Apple Watch.
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Fitbit Watch
First Confirm if Fitbit is Syncing with Fitbit
Your Sensable Health Mobile app receives data from Fitbit. Often, you or your health coach, are not seeing your Activity data because it is not making it to Fitbit.
- If you are seeing your activity data in your Fitbit Mobile App, the problem is not there (please move down to the next section).
- If you are not seeing your activity data in your Fitbit Mobile App, there is a problem in the setup of your Fitbit device. We recommend troubleshooting with Fitbit's help website. In our experience, the two most likely issues are: i.) The Fitbit has not been connected yet to the Fitbit account ; ii.) The Fitbit is connected to another Fitbit Account, rather than the one that you are signed into.
Possible Quick Fix
A common issue we see is with Fitbit users who have an iOS (Apple) phone. For your Fitbit device to sync with Sensable Health, the Fitbit mobile app must be open and running in the background of your iPhone. (When we say open and running in the background, we mean that the app is running on your phone, but isn't visible on your screen - allowing it to perform actions like fetching new data or syncing information even when you are not actively using it).
If the above issues do not fix your problem
We recommend reaching out to our Customer Support Team for assistance.
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Apple Watch
First Confirm if Apple Watch is Syncing with Apple Health
Your Sensable Health Mobile app receives data from Apple Health. Often, you or your health coach, are not seeing your Activity data because it is not making it to Apple Health.
- If you are seeing your activity data in your Apple Health App, the problem is not there (please move down to the next section).
- If you are not seeing your activity data in your Apple Health App, there is a problem in the setup of your Apple device. We recommend googling the issue you are having - there are generally more up-to-date solutions online with Apple Devices than we can report on. Our Customer Service team is always able to help and will dive into any issue if you reach out to them.
Possible Quick Fix
Regardless of the underlying issue, if you are seeing your data in Apple Health but not in Sensable Health, disconnecting & reconnecting your device in the Sensable Health App has a very good likelihood of resolving the issue.
If the above issues do not fix your problem
We recommend reaching out to our Customer Support Team for assistance.