HOW TO: TROUBLESHOOT YOUR STRAVA APP CONNECTION
ISSUE
There can be instances when your Strava app is connected to the site, but none or not all of your activity data is syncing. This can be caused by, but not limited to, the following reasons.
1. Limeade is not authorized to sync your activity data.
2. Your app is not connected to a device-enabled activity.
3. The wrong Strava account is synced with the well-being program.
4. The data transmission between your device/app and Limeade has been interrupted.
STEPS TO RESOLVE
Please be sure to carefully follow each of the steps outlined below to resolve your issue. To fully troubleshoot, it is recommended that you do these steps on the desktop version of your program.
1. Log into your well-being program
2. Click on the “device” icon at the top of the page (desktop) or in your app Settings (Profile > Settings > Device settings).
3. Select your device and click Disconnect (desktop) or click the “x” next to your device name (app) for Strava.
4. (Desktop only) Go to the ‘Home’ tab and open the device-enabled activity you have joined. In the top right corner, select the vertical three dots and select ‘Remove from Your Activities”. If you are on a team in this activity, please skip this step.
5. Click ‘Leave’ to leave the activity. You will not lose any points already earned for this activity. If you are on a team in this activity, please skip this step.
6. Sign out of your program.
7. Go to the Strava website https://www.strava.com and log into your account.
8. Click your avatar and from the dropdown click Settings.
9. Click My Apps.
10. Click Revoke Access.
11. Under My Account, ensure that your email address matches the email address you are using when authorizing your Stava account from Limeade.
12. Sign out of your Strava account.
13. Log back into your well-being program.
14. Click on the ‘device’ icon and select ‘Connect a device’
15. Click ‘Connect’ next to the Strava app.
16. You will be asked to authorize your Strava account.
17. Go to the Discover tab and re-join your device-enabled activity. Click the activity tile to open the activity and then click ‘Get Started’. You should see your Strava app is connected to the activity.
FINAL NOTES
Based on how frequently your device carrier sends us your data, we continuously update your synced activity throughout the day. A final sync of the day’s activity is processed nightly at 11:59 pm PDT.
- Note: If you manually track your activity in Strava you must add Duration time to your activity. If you do not add Duration time, your activity will not sync with the Limeade platform.
For any questions please email support@limeade.com.