Start here when your Fitbit steps are not syncing to the WayBetter app correctly.
Review your tracker type
If your Fitbit steps do not match WayBetter, please verify Fitbit is connected to your WayBetter account. Should you discover another tracker type connected, it’s possible you joined the stepping game with an alternate tracker. Email firstname.lastname@example.org if you determine the wrong tracker type was connected. Fitbit steps only count if Fitbit is your connected tracker. For example, you cannot connect Fitbit through Apple Health and have those steps sync.
Double-check Bluetooth settings
A common reason steps may not sync to your tracking app from a wrist-based device is a problem or outage in your Bluetooth connection. Tracking devices rely on wireless signals to communicate with their apps and then with WayBetter. Verify your Bluetooth connection, then sync to your Fitbit app. If there is still difficulty syncing to WayBetter, try using both WiFi and cell data to sync to make sure a weak signal or slower connection isn’t interfering.
Review the Fitbit app
Open the Fitbit app and double-check the step count there compared to your tracker and to WayBetter. Only steps you have fully synced to the Fitbit app can sync to WayBetter. WayBetter syncs from Fitbit directly, not the wrist-based tracker.
After you see the appropriate level of steps in the Fitbit app, open the WayBetter app and the stepping challenge. Your steps should then sync. If there is a delay, restart the WayBetter to force a new connection with Fitbit
If you are having trouble syncing your steps from a wrist-based tracker to the Fitbit app, please see this Fitbit help page for additional information: Why won’t my Fitbit device sync?
It’s also important to note that if you have been away from your phone with the Fitbit app while walking, it may be necessary to open the Fitbit app on your phone, pull down to refresh the Fitbit app, and then open the WayBetter stepping game to sync.
Look for third-party tracker activities
WayBetter stepping games only accumulate steps directly recorded by your Fitbit tracker. This can be a Fitbit wrist-based tracker or the “Mobile Track” function provided by Fitbit that turns your phone into a step tracker.
Mobile Track, or step tracking, should not be confused with Fitbit’s GPS walk or run tracking system known as “Mobile Run”. Predicted (not tracked) steps from Mobile Runs and Fitbit’s “Log an Exercise” feature do not count. Steps added by third-party apps, such as Strava, MyFitnessPal, or other tracker types/data sources, also do not count.
It’s important to consistently wear your Fitbit when completing any exercise to track steps directly. Always double-check the WayBetter app at the end of an exercise session and use it as your best indication of reaching daily goals when third-party trackers are connected.
Avoid adding exercises
When you use Mobile Run, the GPS-based tracking system in Fitbit, or add an exercise to your Fitbit app versus tracking it directly, Fitbit predicts steps for the exercise period based on your data. WayBetter does not sync these steps as they are not validated.
If you do add exercises, the WayBetter app will serve as your only method of detecting progress to the goal as your step count on Fitbit is inaccurate for stepping game purposes.
The best practice is to use your wrist-based tracker to start and stop any exercises. This allows your device to record actual steps and associate them with an exercise period. If you are also completing additional challenges on WayBetter, this helps ensure qualifying exercises apply properly to those games — a win-win!
Review the Fitbit article, How do I track my workouts with my Fitbit device?, for more information and guidance on using various devices.
Use mobile track versus mobile run for step tracking
If you do not have a step tracker but want to participate in a stepping challenge, Fitbit mobile track provides a free option for recording steps as it turns your phone itself into a step tracker. Apple users may also use Apple Health the same way. Mobile Track is activated from the Fitbit profile page under “Set up a device.” Steps can be synced within Fitbit from here.
Fitbit also provides a tracking service known as “Mobile Run” that logs GPS-based walks using the phone. This feature is activated from the exercise menu and is not the same service as Mobile Track. Only Mobile Track steps will log when you are not using a wrist-based tracker.
Check your app store for updates
Visit the app store for your phone and see if either the Fitbit or WayBetter app needs updated. If so, please install the updates and try a fresh sync.
When you cannot find an obvious issue within Fitbit or the WayBetter app, please uninstall and reinstall the WayBetter app to see if that clears any problems.
Verify WayBetter has access to Fitbit
Your existing connections and permissions for data sharing can be impacted by any phone or device update, so it’s always a good idea to double-check permissions if your stepping data stops updating. You can verify WayBetter still has access to your Fitbit information both from the app and the Fitbit website.
On the app, get started by tapping your profile picture or icon. From there:
- Scroll down and tap “third-party apps”
- Tap “Manage 3rd party apps”
- Enter your log-in information
- Look for WayBetter under the list of applications with permissions
To use the Fitbit website, visit the following link https://www.fitbit.com/user/profile/apps and verify WayBetter is listed.
If WayBetter is not listed, it’s easy to provide new permissions. Start by logging in to WayBetter and loading your profile using the icon in the lower right corner. Scroll down to “Trackers” and tap the Fitbit icon to reconnect.
If your problems persist, please email email@example.com and include as much information about the issue as possible. Email as soon as possible to document the timing of the issue and attach any screenshots illustrating the potential discrepancy between your Fitbit app and WayBetter. An email must be received on the same day as the issue for our referee team to troubleshoot.