Question
Why won't my tracker or wearable connect at all, or is being automatically disconnected?
Answer
If you are struggling to connect a tracker, review our Intro to Trackers and Wearables. Not every tracker can be connected any more; check your tracker's status there before you try anything else.
If your tracker is being automatically disconnected, you are likely to be experiencing an issue related to the way your tracker is set up. You will need to ensure that:
- Auto-sync is turned on.
- Review our Intro to Trackers and Wearables guide.
- Review our Check List for why you may be missing activity and/or points.
If you are on Garmin, do not disconnect it while troubleshooting. Garmin cannot be reconnected once the connection is gone. If you cannot resolve the problem, kindly contact your organisation's Moves+ team for assistance, with evidence from your tracking app.
If your activity has stopped syncing
Work through these steps in order:
- Update Moves+ to version 5.5.0 or later from the App Store or Play Store.
- Open the app. You may be asked to sign in again. Once you are in, you should be prompted to reconfirm your tracker permissions and choose how much data Moves+ can access.
- Go to the home screen and pull down to refresh. You should see a "sync in progress" message.
- Wait. The sync can take several hours. Please allow at least one full day before reporting a problem.
Some historical activity may be picked up when the sync runs. Point adjustments for a missed period are made by your organisation, not by OpenPlay.
Still need help? Email moves@openplay.co.uk, or contact your organisation's Moves+ team.