Work through these checks in order to find out why activity or points are missing from Moves+.
User role: App member
Applies to: iPhone | Android
Module: Moves+ app > Home
Work through these checks
Start at the top. The most common causes come first.
1. Have you opened Moves+ since the activity?
Moves+ only syncs when you open the app. There is no background or overnight sync.
Fix: open Moves+ and pull down on Home. You will see Sync In Progress while your activity uploads.
2. Is your app up to date?
Moves+ needs version 5.5.0 or later. Older versions show "Your app is out of date" and cannot sync.
Fix: update Moves+ from the App Store or Google Play, then open it and pull down on Home.
3. Can Moves+ read your activity?
If permissions are off, Home shows a warning card. Tap Allow access on the card, or:
- iPhone: in the Health app, open your profile, find Moves+ in the list of apps, and turn on Steps, Distance and Workouts.
- Android: in Health Connect, tap App permissions, then Moves+, and turn on Steps, Distance and Exercise.
4. Has your watch or fitness app sent the activity to Apple Health or Health Connect?
Moves+ reads Apple Health or Health Connect, not your watch directly. If the activity is not there, Moves+ cannot see it.
Fix: open your watch or fitness app so it syncs with your phone, and check it is set to share with Apple Health or Health Connect. Then pull down on Home. See Does Health Connect automatically track my steps?
5. Is the activity more than 7 days old?
Each sync looks back 7 days. If you have not opened Moves+ for longer than that, older days are not picked up.
Fix: open Moves+ at least once a week. For older days, contact your organisation (see "Still missing?" below).
6. Did you reach your daily cap?
Your organisation may limit the points you can earn each day. When you reach it, you see a "Congratulations" message and further activity that day earns no points. This is expected.
7. Was the activity before you joined Moves+?
Points count from the day you joined. Activity before that does not earn points.
8. Does the activity type earn points?
Only walking (steps), running, cycling and swimming earn points. Runs, rides and swims need a recorded distance. Yoga, Pilates, HIIT and gym classes do not earn points. See How are Moves+ points calculated?
9. Is your tracker one we no longer support?
Fitbit, Withings, Strava and Google Fit no longer sync.
Fix: go to Profile > Edit Profile > My Tracker, tap Disconnect on the old tracker, then connect Apple Health or Health Connect. See Fitbit, Garmin, Withings and other older trackers.
Still missing?
Tap the i icon at the top of Home to open Help with Moves+.
- To ask for missed points to be added: tap Send email. This goes to your organisation, which decides on points adjustments.
- To report a fault with the app: tap Contact, or email moves@openplay.co.uk.
Include your phone model, your Moves+ version, your watch or fitness app, the dates affected, and a screenshot of the activity in Apple Health or Health Connect.