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My Fitbit steps are not accurate.

You can follow a step-by-step guide on how to troubleshoot your Fitbit steps not being accurate in your Virgin Pulse account by clicking here.

 

Before you start, here are a few things to note!

1)  If you're using more than one tracking device, you can only view your steps from one device at a time in the "My Steps" chart. This chart will default display to "Self-entered" or "Max" automatically. To view your Fitbit step data, select "Fitbit" in the drop-down menu.

2)  Confirm that you have connected your Fitbit account to your Virgin Pulse account. This connection is required in order for Virgin Pulse to pull the activity data from your Fitbit account. Navigate to the "Devices & Apps" page located under your profile picture in the right corner of the top navigation menu. Scroll down to the Fitbit section, and you should a link icon in the top right corner to indicate that you are connected. If you are not connected, check out the "How do I connect to Fitbit?" article to get started! Once you are connected, your steps should display in your Virgin Pulse account.

3)  Try to refresh the connection between your Fitbit account and your Virgin Pulse account by disconnecting and then reconnecting to Fitbit. Navigate to the "Devices & Apps" page located under your profile picture in the right corner of the top navigation menu. Scroll down to the Fitbit section, hover over it, and click on the "Disconnect" button. The page will refresh, you will be disconnected from your Fitbit account (don't worry, your steps are not lost!), and the "Connect" button should display. Click on the "Connect" button and follow the on-screen prompts to connect your account. Once connected, your steps should display in your Virgin Pulse account.

4)  Did you manually add any activities to your Fitbit activity log via the website or mobile application for the date(s) in question? If so, this could cause a step discrepancy if additional steps were added to your total. Unfortunately, Virgin Pulse only receives steps recorded by the Fitbit device itself.

5) Did you use the GPS tracking feature in the Fitbit mobile application for the date(s) in question? If so, this could cause a step discrepancy if additional steps were added to your total. Unfortunately, Virgin Pulse only receives steps recorded by the Fitbit device itself.

6)  Confirm that you have been using a Fitbit device to track your steps, and not the Fitbit mobile application. Virgin Pulse will only receive step data that has been transferred through a connected Fitbit account with a Fitbit device. 

If you think that there is a malfunction with your Fitbit device, please contact Fitbit at (877) 623-4997 or visit fitbit.com/support for troubleshooting assistance.

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