Fitbit Data not Syncing to Motion Connected

Fitbit Data not Syncing to Motion Connected

If you linked your Fitbit account to Motion Connected (or Healthy Choice for EHP participants) but your data is not syncing to your Dashboard, follow the steps below to help troubleshoot the problem. 

1. Is your data syncing to your Fitbit app?
Open the Fitbit app on your phone and verify that your data is syncing there. Data must first sync to the Fitbit app and Fitbit's servers before it can reach our system.

 If your data is not syncing to the Fitbit app, there are a few things you can try before contacting Fitbit support:
  1. Turn your phone's Bluetooth off and on.
  2. Restart your phone.
  3. Verify that your Fitbit device is still paired with your Fitbit app.
If the issue persists, please contact Fitbit support for further troubleshooting. You can find their contact information here: [Contact Fitbit Support]. 

2. Is your Fitbit account linked to Motion Connected without error messages?*
Log into your Motion Connected account and go to the "Link Device" page to verify that your Fitbit account is linked to your Motion Connected account. If an error message if displayed, hit "Delink" and relink to Fitbit, allowing up to 4 hours for data to start syncing.

*Note: If you've recently merged your Fitbit account with a Google account, please relink Fitbit on your Link Device page using your Google login to allow data to sync again.

3. Other Tips
If steps 1 and 2 did not resolve the issue, consider the following before reaching out to the Motion Connected Support team:
  1. Allow for delays: Motion Connected receives data from Fitbit every 3–4 hours, but in some cases, syncing may take up to 24 hours.
  2. Compare your data: Has some Fitbit data synced while other data is missing? Take note of any discrepancies before contacting support.
  3. Active Minutes vs. Zone Minutes: Many newer Fitbit devices track Active Zone Minutes, which differ from the Active Minutes that Fitbit reports to Motion Connected. The only place to view Active Minutes from Fitbit is on your Motion Connected dashboard. For more details on this difference, visit [Fitbit's article here].
For further assistance, please feel free to contact the Motion Connected support team using the contact information located at the bottom of this page.


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