Data Syncing Troubleshooting
Wearable data not syncing to the Pacinity platform
Problem
Your wearable data is not coming through to the Pacinity platform. You have already checked the main cause and solution on this page which didn’t resolve the issue. Below, other and less common causes and solutions are described. If none of the below resolves the issue, please contact our support team (support@pacinity.com).
#1 - Are you wearing your wearable (24/7)?
This may seem obvious, but in order for your wearable data to come through to the Pacinity platform you need to wear your wearable. If you are participating in an initiative that involves reporting your pace of ageing metrics, you need to wear it 24/7 (i.e. including during sleep). If you are only participating in an initiative that reports on step counts and active minutes, you need to wear it during your awake time (wearing it during sleep is then optional).
The exception of course is when you are charging your wearable - you should never attempt to charge your wearable while wearing it!
If you are no longer wearing your wearable or if it is broken, please log in to the Pacinity platform and de-authorise your wearable.
#2 - Have you changed to a different wearable provider / brand?
Permissions to access your wearable data and sync it with the Pacinity platform is linked to the user account you set up with your wearable provider. If you have purchased a new wearable from a different provider / brand (for example you have switched from Garmin to Fitbit) you need to log in to the Pacinity platform and:
Select the “My Wearables” menu item.
Tap “Deauthorise” next to the device (wearable) that is currently registered.
Tap “+ Register Wearable” and follow the on-screen prompts to register your new wearable.
#3 - Is your wearable and wearable app on your phone set up correctly?
Before your wearable data can be synced to the Pacinity platform, it needs to be syncing data from your wearable to the wearable app on your phone. Check therefore whether your data appears in your wearable app (e.g. Garmin Connect, Apple Health, Fitbit, etc). If it doesn’t, go through the following trouble shooting steps.
Step 1 - Set up of your wearable and wearable app
All wearables require a setup process to be completed. Have you:
Set up your wearable and / or your wearable app?
Is your wearable paired to your phone / wearable app (typically via bluetooth)?
Are you logged into your wearable account in the wearable app?
If the answer to all is Yes, proceed to step 2. If the answer to one or more is No, resolve the set up issue and then check again whether data appears in your wearable app.
Step 2 - Other settings
If after following the above steps data is still not syncing to your phone, work through these additional troubleshooting steps:
Check that bluetooth is enabled on your phone. If not, turn bluetooth on.
Verify you have the latest wearable app installed on your phone (e.g. Garmin Connect, Apple Health and Apple Watch, Fitbit etc). Check for any available updates in the App Store and install them if necessary.
Follow the instructions in your wearable manual to update your wearable software (often called firmware) to the latest version. If you have an Apple Watch this is performed through the Apple Watch app on your iPhone: open the Apple Watch app and go to General > Software Update > Install Now (if an update is available).
If after following these additional steps data is still not syncing to your phone, unpair your wearable and follow the instructions in your wearable manual to re-pair your wearable with your phone. If re-pairing doesn’t solve the problem, please sumbit a support request with your wearable provider.
#4 - Have you used the correct wearable device account to authorise access (applies if you have multiple accounts)?
If you have multiple accounts set up with your wearable provider, data won’t come through to the Pacinity platform if the wearable account you used when you registered your wearable on the Pacinity platform is not the same as the account you are using in your wearable app on your phone.
If you think this may apply to you, log in to the Pacinity platform and:
Select the “My Wearables” menu item.
Tap “Deauthorise” next to the device (wearable) that is currently registered.
Tap “+ Register Wearable” and follow the on-screen prompts to re-register your wearable, making sure you use the correct wearable account to authorise access to your data.
#5 - Is data syncing from your wearable app to your wearable provider’s server? (applies to all wearables except Apple Watch)?
The Pacinity platform pulls your data from your wearable provider’s server. To verify that data is syncing between your wearable app on your phone and your wearable provider’s server follow these steps:
Does your phone have an active internet connection (via WiFi or data)? If not turn on WiFi or data on your phone and review whether this solves the data syncing issue.
Are you logged into your wearable account in your wearable app? If not, log in to your account.
Is data syncing between your wearable app and your wearable provider’s server? To verify this:
Go to a web browser and log in to your wearable account via the provider’s web application.
Verify that your data is displayed in the web application. Some providers (e.g. Garmin) provide a dashboard where you can view your data whereas other providers (e.g. Fitbit) require you to trigger a data export to access your data.
If data is not visible on your provider’s web application / data export:
Log out of your account on your wearable app and log back in. Log back in to your wearable account via the provider’s web application and verify that your data is displayed on your dashboard or in the data export (you may need to wait for a while for data to come through).
If this doesn’t solve the problem or you are unable to log in to your account, please lodge a support request with your wearable provider.
If you have (recently) changed your wearable account username or email address or, in the case of Fitbit, changed your Fitbit account to a Google account log in to the Pacinity platform and:
Select the “My Wearables” menu item.
Tap “Deauthorise” next to the device (wearable) that is currently registered.
Tap “+ Register Wearable” and follow the on-screen prompts to re-register your wearable, making sure you use the correct wearable account to authorise access to your data.