⚠️ The customer must sync their watch or app from their account.
As a professional, you can still assist your customer by following these tips. |
The event isn't showing up in the customer's activities
1. Does the activity appear in the account linked to the watch?
Check that the activity appears in the original account.
For example, does the activity appear in the Fitbit or Strava account?
If it isn’t there, it definitely won’t appear in Hexfit. The error is likely due to the session not being recorded.
2. The activity must have been completed after the watch synced with Hexfit.
Only new data will be transferred to Hexfit. Data recorded on the watch before syncing with Hexfit will not be transferred.
3. If this is the case, be sure to wait 24–48 hours.
Data synchronization occurs overnight. You must therefore wait until the next day to see the data appear in the Hexfit account.
Since the time will vary depending on the time zone, it is advisable to wait 24 to 48 hours to confirm whether everything is working properly or not.
4. The customer must open the app
In some cases, such as with Apple Health, the customer must open the Hexfit app for synchronization to occur. Make sure this is done with your customer.
5. Resync**
If it still isn't syncing, ask your client to disconnect their watch and reconnect it. This must be done through Hexfit.
At this point:
Make sure they have authorized all requests from the watch.
You should also ensure that they have linked the correct accounts together.
**You’ll find the specific procedure for Polar and Fitbit below
The activity is synced, but some data is missing
We only display what is shared by the watch. Some watches are more generous and allow us to display everything that’s captured, while others are less so.
⚠️ We sync with several smartwatch brands. All these brands have specific models whose versions change over time.
It is impossible for us to know the specifications and what is transferred by each model.
For some, it is therefore possible to get heart rate graphs and daily data, while for others, only the number of calories is available.
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Specific to a POLAR watch
Step 1: Disable integration from Polar Flow
To do this, go to the Polar website (https://flow.polar.com).
Click on your name in the top right corner.
Select “Settings.”
Select “Partners.”
Click “Disconnect” to the right of Hexfit.
Step 2: Re-enable synchronization from Hexfit
Make sure all requests are properly authorized by the watch.
You should also ensure that the correct accounts are synced together.
FITBIT-SPECIFIC
If your Fitbit watch data isn't syncing with Hexfit, here are some possible solutions:
1- Check that your watch is properly synced in the app.
Go to the “Menu” at the bottom right of the screen.
Tap your name to access the settings.
Go to the “Accounts Sync” tab.
Tap the toggle switch to the right of “Fitbit”.
Follow the on-screen instructions.
2- Disconnect and reconnect both apps
From your Fitbit app, go to “Apps.”
Make sure “Activity” is listed under permissions. If it isn’t, tap “Block Access.”
Then go back and sync from your Hexfit account (step 1)
Further Information
To learn more about the process for syncing connected devices with Hexfit, click here.
To find out more about the devices that can be synced with Hexfit, click here.