That's not good! Please check the following things before we start to troubleshoot your issue.
1) Confirm that you have registered the Max device that you are using to your Virgin Pulse account (you would have had to enter your Virgin Pulse username and password on the member website or mobile application).
2) If you are uploading using the Virgin Pulse mobile application, log out of the mobile application. Log back into the mobile application with your Virgin Pulse member account credentials. On the first screen that displays "Do you have a Max?", select "Yes" and follow the on-screen prompts. Check the "Stats" section to confirm that your steps have uploaded.
In order to accurately troubleshoot your Max steps not uploading into your Virgin Pulse account, please select the accurate step-by-step troubleshooting guide below based on how you are uploading your Max device.
Are you uploading your Max using your computer? If so, click here for step-by-step instructions.
Are you uploading your Max using the Virgin Pulse mobile application? If so, click here for instructions.