You can follow a step-by-step guide on how to troubleshoot your Fitbit steps not displaying 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 "Steps" chart. This chart will display "Daily Highest" steps by default. 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 see a link icon in the top right corner to indicate that you are connected. If you are not connected, check out the "How to connect Fitbit to Virgin Pulse?" 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. You will then need to disconnect from the Fitbit side as well, please find the steps here: How to disconnect your Fitbit device from Virgin Pulse?
Once you have disconnected on both the Virgin Pulse and Fitbit sides, you can then re-establish the connection. 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) Check if your data is available on Fitbit’s website (https://www.fitbit.com/home).
If your data is not available on Fitbit’s website or 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.