If you are still having issues, visit the Fitbit Help page and follow the iPhone or Android solutions at the bottom of the page.
Worked through all of this and things still aren’t working? 🤦♀️ Please get in touch again and let us know.
Why I can’t get my Garmin/Polar/other tracker brand to synch?
MoveMentor has ready access to data every 15 minutes with Fitbit and Apple Watches. Unfortunately, we are unable to access data as regularly from other brands of trackers. If you own an iPhone you can synch your tracker data to the Apple Health app and this will provide MoveMentor with information to support you.
Why am I not receiving iPhone notifications?
Here is a list of steps to try:
Initial User Data Requirement: It's vital to note that our system requires 7 days of activity data to send out the initial notification. Therefore, we suggest our users wear the Apple Watch or Fitbit for a week BEFORE installing MoveMentor.
Check In-App Settings: Navigate to Settings -> System Settings. Ensure that the "Allow Notifications" toggle is turned ON (green), as shown in the attached screenshot.
Check iOS Notification Settings for Our App: Within our app, on the same page as above, click on "Go to Notification Settings". This will direct you to the iOS settings specific to our app. There:
Tap on Notifications.
Confirm that the “Allow Notifications” toggle is ON.
Check that desired options such as Banners or Sounds are selected.
Focus Mode & Do Not Disturb: With the introduction of "Focus" in iOS, you can filter notifications based on your activity or preference:
Navigate to Settings -> Focus.
Ensure that "Do Not Disturb" is OFF if you wish to receive notifications. This mode silences all notifications.
Additionally, if any other Focus mode is active, you should ensure our app is included in the allowed list or simply deactivate the mode temporarily.
If you have worked through all of this and things still aren’t working, please get in touch again and let us know.
Why am I not receiving notifications on my Android?
Thank you for getting in touch with us to let us know that you are not receiving notifications from MoveMentor.
Here is a list of steps to try:
Initial User Data Requirement: It's vital to note that our system requires 7 days of activity data to send out the initial notification. Therefore, we suggest our users wear the Apple Watch or Fitbit for a week BEFORE installing MoveMentor.
Check In-App Settings: Navigate to Settings > System Settings and click on “Go to Notification Settings”
Click on “Notifications” in the App settings page
Verify if the “All MoveMentor notifications” option is checked.
If you have worked through all of this and are still not receiving any notifications, please go into Settings > Feedback and raise an issue. This will prompt us to investigate further into the health data and verify if the nudge scheduling is working correctly.
Why is my screen freezing when I try to synch FitBit with MoveMentor during app installation?
Here is a list of steps to try:
Navigate to the Google account selection screen (this is the one that tends to freeze).
Click on the 3 dots options button at the top right corner of the screen (Circled in red).
Click on the reload button (Circled in red)
Click on the Google account which should now be enabled again.
Worked through all of this and things still aren’t working? 🤦♀️ Please get in touch again and let us know.
Why won’t MoveMentor give me a reply to my questions?
Come on, MoveMentor is only human... Wait, no it isn’t! MoveMentor is a machine, and for all the effort we’ve poured into making an app to help you be more physically active, sometimes things just. Don’t. Work. If MoveMentor isn’t working, please email us a screenshot and we’ll do our best to get things working properly.
