Fitbit troubleshooting

What to do if your Fitbit is not working.

Tim Cleaver avatar
Written by Tim Cleaver
Updated over a week ago

If you haven't connected your Fitbit to The Conqueror App yet, follow our step-by-step guide to do this first.

A note on Fitbit data:

We now receive two types of data from Fitbit:

  1. Steps - the steps taken while wearing the Fitbit.

  2. Exercise - activity that is recorded after tapping exercise on the Fitbit. (By tapping exercise, any steps taken will not be counted in your steps total.)

Steps will post to your challenge every 24 hours after midnight. You can override this by following the instructions on how to manually post steps below. The steps will be backdated to the day they were taken.

Exercise distances only capture the steps taken during that exercise. This data is posted to The Conqueror App after your Fitbit has synced with your Fitbit app. The exact time this data will appear in The Conqueror App depends on how busy both Fitbit and The Conqueror databases are at the time.

Troubleshooting Fitbit issues:

  • From time to time, Fitbit has outages. Check the Fitbit app or website to find out if there has been an outage.

  • Your first Fitbit steps will be posted to your challenge the day after you connect your Fitbit. This requires internet access.

  • Your Fitbit app needs to sync with your smart phone in order for your steps to appear on The Conqueror Challenges App. If your Fitbit hasn't synced with your phone, we cannot receive this data.

    If your Fitbit has not synced with your Fitbit app for days - when it does sync the steps from previous days will sync with The Conqueror App immediately, as will any exercise that has been completed.

  • Make sure the time zone of your Fitbit account matches with the time zone in your The Conqueror settings. To check this:

  1. Open your Fitbit app. Tap on the top right cog icon.

  2. Tap app settings, then tap time zone.

  3. Check the right time zone is selected. To select a time zone, toggle off the set automatically option.

  4. Open The Conqueror Challenges App.

  5. In the menu bar at the bottom of the screen, tap the menu icon on the right.

  6. Tap settings, then tap preferences.

  7. Check the time zone selected matches the time zone on your Fitbit account. The time zone names may vary. Use the correct GMT reference and you should be good to go.

  8. Tap submit.

Step-by-step guide:

  • Check your posting preferences are set up correctly for each challenge you want to post your Fitbit data to. The default setting is to post data to all challenges. Unless you have changed something, this setting will be in place. Read our how-to guide for posting preferences.

  • Check your privacy settings in your Fitbit account are allowing Fitbit to send us your data. Disconnect and reconnect to Fitbit in The Conqueror Challenges App to see these options.

  • If our troubleshooting tips don't work and your device still won't sync, email support at [email protected] with the following details:

  1. The make of phone (e.g iPhone X).

  2. The current operating system on your phone (e.g. iOS 15.5).

  3. The make of Fitbit you are using.

How to manually post steps:

Once you've connected your Fitbit to The Conqueror App, you can manually post your steps.

  1. Open The Conqueror Challenges App.

  2. In the menu bar at the bottom of the screen, tap the post a distance icon on the left.

  3. You will see the pending steps that your Fitbit app has sent to our database.

  4. Tap the post your Fitbit steps box to post these steps immediately, rather than waiting until the end of the day.

A note on completing multiple challenges:

Steps will be added to all challenges on this screen. To chose which challenges to add points to, toggle the challenge on or off.

Steps taken during 'exercise' on your Fitbit device will not be shown in the pending steps. These steps are sent The Conqueror separately.

Need more help? Start a live chat on our support page of the App or Email our customer support team.

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