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Fitbit trouble shooting

A) How Fitbit automatic activity tracking works:

  • Your device collects your activity data (e.g. steps and active minutes) throughout the day.
  • Your device syncs periodically to the Fitbit app on your phone.
  • Your Fitbit app then syncs periodically to Fitbit’s cloud to back up your data and allows it to be accessible from the web and other apps you approve, like the Cathay app.
  • When there is new activity in Fitbit’s cloud, the Cathay app retrieves information automatically and your progress towards daily goals and other eligible activities will increase.

Once new activity information is available in Fitbit’s cloud, it may take up to an hour for it to be retrieved by the Cathay app. You can see the last time Cathay checked for new activity in any of your connected apps and devices by:

activity tracking step 1

Click on the "watch" icon on top right corner of the Dashboard.

activity tracking step 2

Click on your "Connected" device.

activity tracking step 3

View the recently synced activity.


B) Troubleshooting:

If your device is not syncing to the application, you can try the following:

  • First, ensure that your device's operating system and the Cathay app are both up to date.
  • Next, ensure that the Fitbit account that is connected to the application is the account that is recording your activity.
  1. Launch the Fitbit app and ensure that your activity is being recorded.
  2. Tap on your Fitbit avatar at the top left.
  3. Scroll down and tap on "Manage Data".
  4. Tap on "Manage Third Party Apps" and confirm that the application is listed.
  • Second, try to manually trigger a sync of your device
  1. Manually trigger a sync of your Fitbit device from your Fitbit app.
  2. Manually trigger the Cathay app to check for new Fitbit activity by:

    troubleshoot step 1

    Click on the "watch" icon on top right corner of the Dashboard.

    troubleshoot step 2

    Click on your " Connected" device to check the Last synced time.

    troubleshoot step 3

    Click on the "sync" icon to collect the latest data.


C) Sync error

To disconnect:

Click on the "!" icon on top right corner of the Dashboard.

Click the device which shows “Sync fail”

Click “Disconnect”. Once the device is disconnected, then connect again

To connect again:
After disconnecting, Select the Cathay app > Wellness > Enter “wellness journey”> Click on the “watch” icon on top right and enter “Connect devices or apps” > select a device to connect > click “Connect” to proceed.