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My Jawbone steps are not accurate.

You can follow a step-by-step guide on how to troubleshoot your Jawbone 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 Jawbone step data, select "Jawbone" in the drop-down menu.

2)  Confirm that you have connected your Jawbone account to your Virgin Pulse account. This connection is required in order for Virgin Pulse to pull the activity data from your Jawbone 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 Jawbone section, and you should see a link icon in the top right corner of the section to indicate you are connected. If you are not connected, check out the "How do I connect to Jawbone?" 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 Jawbone account and your Virgin Pulse account by disconnecting and then reconnecting to Jawbone. Navigate to the "Devices & Apps" page located under your profile picture in the right corner of the top navigation menu. Scroll down to the Jawbone section, hover over it, and click on the "Disconnect" button. The page will refresh, you will be disconnected from your Jawbone 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 in your Jawbone account 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 Jawbone device itself.

If you think that there is a malfunction with your Jawbone device, please contact Jawbone at help.jawbone.com for troubleshooting assistance.

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