If you have completed some activity but not received the expected Moves+ points for this, there are a number of things you can do.
Top 3 Items to Check:
- Ensure your tracker is connected to the Moves+ app.
- Go to Profile > Edit Profile > My Tracker.
- Check Data Sharing is Enabled.
- This will be in your phone's device settings or health tracking app.
- Confirm you're on the latest version of the Moves+ app.
- The easiest way to ensure this is to uninstall and reinstall the Moves+ app.
Other Common Issues to Check:
- Check that you have logged the correct type of activity (i.e., log a run in your tracker/wearable when you are running, log a cycle when you are cycling, etc.).
- Ensure there are distances associated with GPS enabled. This includes running, cycling and swimming. Without GPS we cannot measure a distance and therefore can’t convert your activity into Moves+ points.
- DO NOT enter activity manually, as we do not provide points for activities without a GPS distance as we are unable to verify that the activity was completed.
- Activities undertaken in the gym, given there is no GPS distance associated, such as a treadmill run, bike machine or yoga/pilates classes cannot be converted into points by Moves+.
- Check whether any points came through or whether no points at all were awarded.
- If you received some points, but not all, you may have logged an incorrect activity type, or you may have an issue with manual syncing.
- If you received no points at all, you may have an issue with manual syncing or you may have a connection issue with your tracker/wearable and Moves+.
- Wait for one more day. Occasionally, it’s possible that the nightly sync can fail but the following night the sync should pull through data from the previous day so check whether you receive your points then.
- Your tracker didn’t sync to the cloud before Moves+ pulled the data. Check that your activity has, in the first instance, synced to your tracker/wearable.
- Remember, we only provide points for activities logged after you have connected your tracker, and not those before.
- You disconnected/reconnected your tracker (points only count from the time of connection).
- Check whether the points difference is as a result of 'perceived' versus 'actual' activities.
- Bluetooth or auto-sync is turned off in your tracking app.
🚀 Pro Tip: If you have reviewed the above and still need help please contact your institution's administrator with evidence from your tracking app.