Fitbit sync issues

[Janw14]

Anyone else having problems with the app just not synching things correctly from Fitbit/Google Fit. I've already got a ticket open with support but I have a while week off stats that's just missing and then odd days as well (like last Sunday where Fitbit knows i walked 8000 steps but the app is showing <200 but somehow in that tiny amount of walking i managed to get my heart rate in the right zone for well over 30 minutes!)

Something just isn't right and it's really disheartening when I'm just trying to do things right and being hindered by the app

[Sarah_EXI Administrator EXI Support]

I am very sorry that you're having this experience. One thing I'd recommend as a workaround while we investigate is to try to sync on a sunday afternoon/evening to ensure you're capturing all of that week's activities before we start a new EXI week. It's not ideal, but it should avoid any more missing days/weeks while we work on it!

Kind regards,

Sarah Ni Riain

EXI Customer Support

[ChiButterfly in reply to Sarah_EXI]

I'm really frustrated I started exi program at work just had my first coaching session with my coach and she had no information on my last two weeks ;( what's the use of participating in this program if there are so many issues with technology. My exi app not working correctly I can't even see my weekly goals because they are cut off. I also have to keep telling exi to connect to my fitbit so needless to say allot of days handed not been recorded. I'm not impressed with exi due to all these problems and I emailed exi for help never heard back from them. From disappointed participant. Pattie Appleby

[Sarah_EXI Administrator EXI Support in reply to ChiButterfly]

 ChiButterfly oh no! I'm so sorry you're having this issue! I haven't seen an email from you Pattie - can you message again and I'll look into it straight away!

Edited to add:

I have found your original email to EXI - I had replied twice to ask for further information, I'm so sorry you didn't receive them but I'll reach out to you directly again!

[ChiButterfly in reply to Sarah_EXI]

I received be reply asking me what phone I am using and if I had magnifying feature. I replied haven't heard nothing back. What a frustrating program this has been I wish I wouldn't have spent money on fitbit to be in this program! Fix the issues before you have people participate. It's been several weeks I still have same problem from day one.

[Sarah_EXI Administrator EXI Support in reply to ChiButterfly]

Hi ChiButterfly - please can you make sure you're reciving notifications on your support tickets. I've replied to every single message you've sent me on every single platform you've sent it on. I'm anxious to to get this resolved for you and want to make sure you're seeing my replies!

[SMITHYC]

HiyaI am having the same problem with my fitbit .

[Sarah_EXI Administrator EXI Support in reply to SMITHYC]

HI, can you confirm if you are an android or an iOS user please?

[SMITHYC in reply to Sarah_EXI]

HiyaI am an android user.

[ChiButterfly]

Same here very disappointed my exi doesn't show one step since I started the program I spent money to do this progrsm. I would never do it again these issues need to be fixed it's a joke a fitness/health program that doesn't track your hard work is unacceptable!

[Sarah_EXI Administrator EXI Support in reply to ChiButterfly]

Hi ChiButterfly

We are looking at improvements over the next couple of weeks to both syncing and connection issues. We're aware for android users in particular that syncing doesn't work well for steps etc from the previous week.

Just in case your Fitbit has disconnected again - please check and tap the devices and services link in your profile to reconnect connect if necessary.

Remember to sync on Sundays to catch your week's activity before the next week begins.

We hope that the next couple of updates will improve these issues.

Thanks Sarah

[DiverDenis]

I've had same with FitBit but Google Fit seems to be preferred, I've had HQ on it for a few weeks, but no success, I would suggest only one App is connected at any one time. So try Fitbit with out Fit connected and let us know the results...Cheers Denis.

[Sarah_EXI Administrator EXI Support in reply to DiverDenis]

Hi Denis.

We are looking at improvements over the next couple of weeks to both syncing and connection issues. We're aware for android users in particular that syncing doesn't work well for steps etc from the previous week.

Just in case your Fitbit has disconnected again - please check and tap the devices and services link in your profile to reconnect connect if necessary.

Remember to sync on Sundays to catch your week's activity before the next week begins.

We hope that the next couple of updates will improve these issues.

Thanks,

Sarah

[DiverDenis in reply to Sarah_EXI]

Thanks for the update, looking forward to it.Best Regards Denis.