Fitbit: a complete troubleshooting guide

Don't worry, we'll get your data back on track!
Having problems transferring data to active365? Let's tackle this together. We have a clear plan for restoring your connection.

Important: after each step, please wait 30 minutes and check whether the data is flowing again.

Step 1: check your Fitbit data
- Open your Fitbit app
- Check whether your steps and training sessions are displayed
- If not: synchronise your wristband/watch with the app
Tip: data goes directly from Fitbit to active365, not from the device!

Step 2: reconnect the tracker in active365
- Open active365 Menu → ‘Tracker connection’
- Find the Fitbit logo
- Click on ‘Disconnect’
- Select Fitbit again
- Follow the instructions
- Enable ALL permissions

Step 3: disconnect in the Fitbit app
- In active365: disconnect Fitbit again
- Open the Fitbit app
- Go to: Account → Third-party apps → Manage apps
- Disconnect access for active365 and/or Thryve
- Reconnect Fitbit in active365

Step 4: disconnect on the Fitbit website
- In active365: disconnect Fitbit again
- Visit: https://www.fitbit.com/settings/applications
- Log in
- Remove access rights for active365/Thryve
- Reconnect Fitbit in active365

Step 5: clear the app cache
- Open your smartphone settings
- Go to ‘Apps’ → active365
- Select ‘Storage’
- Tap ‘Clear cache’

Step 6: complete restart
- Uninstall active365
- Switch your smartphone off and on again
- Reinstall active365
- Set everything up again

Reassurance boost: don't worry, your data will be retained during reinstallation!

Pro tips for best results
1. Be patient:
- Wait 30 minutes after each change
- Check the synchronisation regularly

2. Proceed systematically:
- Test one solution after another
- Make a note of what you have already tried

3. Keep apps up to date:
- Update Fitbit and active365 regularly
- Check for updates for your Fitbit device

If nothing helps...
Have all the steps failed? Our support team is here for you!
- Document the steps you have taken so far
- Describe the problem in detail

Motivation boost: technical problems are only temporary. Stay active: your health will still benefit!

Your path to success
Start with the first step and work your way through systematically. Most problems can be solved with one of these measures. You can do it!

Remember: we are here to help you. Together, we will get your Fitbit data flowing again!

Need further assistance? Don't hesitate to contact our support team. We are here for you and will find a solution!