Common FAQs and user message templates in Freshdesk for quick copy-pasting to the user based on their issues.
TEMPLATE 1: Steps Not syncing in Android
Question:
“My steps aren’t syncing at all on the app.”
Confirm Health Connect Installation
Key Point:
Health Connect is required for syncing steps from Google Fit or Samsung Health to Habit Health.
Check:
Ask the user: “Do you have the Health Connect app installed?”
Steps:
If No:
→ Go to Play Store → Search and Install Health Connect by Android
→ Open the app
→ Connect your step tracking app (Google Fit / Samsung Health or other tracking app) and Habit Health
→ Enable “Activity” permission for both apps
→ Refresh Habit Health
If Yes:
→ Open Health Connect
→ Go to App Permissions
→ Confirm that both Habit Health and the step tracking app are listed
→ Ensure “Activity” permission is enabled for both
→ Refresh Habit Health
Additional Checks
Ensure a stable internet connection
Make sure the Habit Health app is up to date
Disable Battery Saver or background restrictions if enabled
Escalation Guidelines
When to escalate:
If syncing doesn’t work after setting up Health Connect correctly
Details to collect:
Android version
Step tracking app used (Google Fit / Samsung Health, etc.)
Screenshots of Health Connect App Permissions
Date/time of last sync attempt
? Help Resources:
? [Video setup guide]
? [Detailed sync guide]
? Template Message Format
Dear Habit User, we're sorry to hear you're having trouble with your step tracking! We're here to help. If your steps aren’t syncing, follow these steps:
1. Do you have Health Connect installed?
If not:
→ Install it from the Play Store (search “Health Connect by Android”)
→ Open the app
→ Connect your step tracking app (Google Fit or Samsung Health) and Habit Health
→ Enable “Activity” permission for both
→ Refresh Habit Health
If already installed:
→ Open Health Connect → Go to App Permissions
→ Make sure both apps have “Activity” permission enabled
→ Refresh the Habit Health app
If you’re using a smart watch, ensure your smartwatch is connected to its companion app (e.g., Samsung Health, NoiseFit) and showing steps within that app. If they’re not already syncing, manually sync them
Make sure your phone has an active internet connection, and the app is up to date.
We appreciate your patience as we work through these steps together! We're here to make sure you have a great experience with Habit Health, so don't hesitate to reach out if you need more help! Let us know if the issue persists!
TEMPLATE 2: Steps Not Showing – Google Fit (Android)/ Health Connect
Question:
“My steps are not showing in the app”
Confirm Health Connect Setup
Key Point:
Health Connect must be set up correctly, depending on the Android version.
Check:
Ask the user: “What Android version are you using?”
Steps:
Android 14 or above:
→ Go to Settings → Search “Health Connect” → Open it
→ Confirm Google Fit and Habit Health are listed
→ Enable “Activity” permission for both
→ Manually refresh Habit Health
Android 13 or below:
→ Download Health Connect from Play Store
→ Open the app → Confirm Google Fit and Habit Health are connected
→ Enable “Activity” permission
→ Refresh Habit Health
If using a smartwatch (e.g., Noise, Boat, Amazfit, Fitbit):
→ Make sure the watch is connected to its companion app (e.g., NoiseFit, Zepp, Fitbit)
→ Ensure steps are visible in the watch app
→ Sync the companion app with Google Fit
→ Ensure Google Fit is connected to Health Connect
→ Enable “Activity” for both Google Fit and Habit Health in Health Connect
Confirm Google Fit Installation
Key Point:
Google Fit must be installed and actively tracking steps.
Check:
Ask: “Do you have Google Fit installed?”
If No:
→ Install Google Fit
→ Open the app → Set up profile
→ Tap “Get Started with Health Connect” → Grant permissions
→ Open Habit Health and check for sync
Verify Google Fit Step Tracking
Key Point:
Google Fit must track and share step data.
Steps:
If steps are not showing in Google Fit:
→ Wait for Google Fit to start detecting steps
If steps are showing in Google Fit:
→ Open Google Fit → Tap Profile
→ Go to Settings → Tap “Manage Data & Access”
→ Ensure “Steps” is enabled
→ Open Health Connect → Confirm “Activity” permission is ON for both apps
→ Refresh Habit Health
Additional Checks
Confirm a stable internet connection
Turn off Battery Saver or any background data restrictions
Escalation Guidelines
When to escalate:
Issue persists after completing all steps above
Details to collect:
Device model
Android version
Screenshots of Health Connect permissions
Time/date of last sync attempt
UHID of the user
Companion app and watch model (if any)
? Help Resources:
? [Watch video guide]
? [View step-by-step sync guide]
? Template Message Format
Dear User, we're sorry to hear you're having trouble with your step tracking! We're here to help. If your steps aren't showing and you're using Google Fit on Android, follow these steps:
1. Check your Android version:
Android 14 or above:
→ Go to Settings → Search “Health Connect” → Open it
Android 13 or below:
→ Install Health Connect from the Play Store → Open it
In Health Connect, make sure Google Fit and Habit Health are listed.
→ Enable “Activity” permissions for both
→ Refresh the Habit Health app
2. Do you have Google Fit installed?
If not:
→ Install it → Set up your profile
→ Tap “Get Started with Health Connect” when prompted → Allow permissions
→ Then check if steps appear in the app
3. Already using Google Fit?
→ Open Google Fit → Tap Profile → Settings → Manage Data & Access
→ Ensure “Steps” is enabled
→ Refresh Habit Health
4. Using a smartwatch (e.g., Noise, Boat, Amazfit, Fitbit)?
→ Make sure it’s connected to its companion app (e.g., NoiseFit, Zepp) and showing steps
→ Sync the app with Google Fit, then connect Google Fit to Health Connect
→ Enable “Activity” for both Google Fit and Habit Health in Health Connect
→ Refresh Habit Health
Need help?
? [Watch video guide]
? [View step-by-step sync guide]
Thanks for your patience. We're here to make sure you have a great experience with Habit Health, so don't hesitate to reach out if you need more help! Let us know if the issue persists!
TEMPLATE 3: Steps Not Showing – Samsung Health (Android)
Question:
“My steps are not showing in the app (Samsung User)”
Confirm Health Connect Setup
Key Point:
Health Connect must be installed and properly connected to Samsung Health and Habit Health.
Check:
Ask: “Do you have Health Connect installed?”
Steps:
If No:
→ Ask the user to install Health Connect from the Play Store
→ Open Health Connect → Add Samsung Health and Habit Health
→ Enable “Activity” permission for both
→ Refresh steps in Habit Health
If Yes:
→ Confirm Samsung Health and Habit Health are listed in Health Connect
→ Ensure “Activity” permission is enabled for both
→ Proceed to next step
If using a Samsung Galaxy Watch or other smartwatch (e.g., Boat, Noise):
→ Ensure the watch is connected to its companion app (e.g., Samsung Health, NoiseFit)
→ Confirm steps are showing in the app
→ Sync the app with Samsung Health if not already synced
→ Make sure Samsung Health is connected to Health Connect
→ Enable “Activity” for both Samsung Health and Habit Health in Health Connect
Confirm Samsung Health Usage
Key Point:
Only Samsung Health should be used for tracking if it's selected as the primary app.
Check:
Ask: “Are you using Samsung Health as your step tracking app?”
If No:
→ Ask the user to confirm which step tracking app they use (e.g., Google Fit, Fitbit, etc.)
→ Follow respective troubleshooting steps
Verify Step Tracking in Samsung Health
Key Point:
Samsung Health should show active step data.
Check:
Ask: “Are steps visible in Samsung Health?”
If No:
→ Ask the user to check if step tracking is turned on in Samsung Health
If Yes:
→ Ask them to do the following:
Samsung Health Settings: → Open Samsung Health
→ Tap the 3-dot menu (top right) → Go to Settings
✔️ Enable “Sync with Samsung Account”
✔️ Disable “Sync only on Wi-Fi”
✔️ Enable “Automatically sync data to Samsung account”
→ Then open Health Connect
→ Confirm Activity permission is enabled for both Samsung Health and Habit Health
→ Refresh the Habit Health app
Additional Checks
Ensure a stable internet connection
Disable Battery Saver or any app background restrictions
Escalation Guidelines
When to escalate:
Issue persists after above steps
Details to collect:
Device model
Android version
Screenshots of Health Connect permissions
Samsung Health sync settings
Last sync time/date
? Help Resources:
? [Watch video guide]
? [View sync guide for Samsung Health]
Template Message Format
Dear User, we're sorry to hear you're having trouble with your step tracking! We're here to help. If your steps aren't showing and you're using Samsung Health, follow these steps:
1. Check Health Connect setup:
Open the Health Connect app
Make sure both Samsung Health and Habit Health are listed
Enable “Activity” permission for both
Refresh steps in the Habit Health app
2. Using Samsung Health for tracking?
If not, let us know your step tracking app
If yes, check if your steps are visible in Samsung Health
3. If steps are visible in Samsung Health:
→ Open Samsung Health → Tap 3 dots (top right) → Go to Settings
✔️ Enable “Sync with Samsung Account”
✔️ Disable “Sync only on Wi-Fi”
✔️ Turn ON “Automatically sync data to Samsung account”
4. If you're using a smartwatch (like Samsung Galaxy Watch, Boat, Noise, etc.):
→ Ensure it's connected to its companion app (e.g., Samsung Health, NoiseFit) and showing steps
→ Sync the app with Samsung Health
→ Samsung Health must be connected to Health Connect
→ In Health Connect, enable “Activity” for both Samsung Health and Habit Health
→ Refresh Habit Health
Then recheck permissions in Health Connect
→ Enable “Activity” for both apps
→ Refresh Habit Health
Need help?
? [Watch video guide]
? [View sync guide for Samsung Health]
We appreciate your patience as we work through these steps together. We're here to make sure you have a great experience with Habit Health, so don't hesitate to reach out if you need more help! Let us know if the issue persists.
TEMPLATE 4: Steps Not Showing – iPhone (iOS)
Question:
“My steps are not syncing in the Habit Health app on iPhone.”
Confirm Motion & Fitness Settings
Key Point:
Habit Health must be allowed access to motion and fitness data on iOS.
Check:
Ask the user to verify iPhone settings.
Steps:
Go to Settings → Privacy & Security
Tap Motion & Fitness
Enable “Fitness Tracking”
Toggle ON for Habit Health
Verify Apple Health Permissions
Key Point:
Apple Health must have permission to share step data with Habit Health, including from Apple Watch or synced devices.
Steps:
→ Open Apple Health
→ Tap the Profile icon (top-right)
→ Scroll to “Apps” → Select Habit Health
→ Enable “Steps” permission
If using Apple Watch:
→ Open Apple Health → Tap Profile → Devices → Select Apple Watch
→ Make sure it’s listed and syncing
→ Go to Browse → Steps → Check “Data Sources & Access”
→ Ensure Apple Watch is at the top
If using another wearable synced via an app (e.g., Fitbit or Zepp):
→ Confirm that the watch app is sharing data with Apple Health
→ Ensure steps are visible in Apple Health
Final Sync Steps
Reopen the Habit Health app
Click on Refresh on play page to fetch latest step data
Additional Checks
Ensure device has stable internet connection
Confirm the app is updated to the latest version
Escalation Guidelines
When to escalate:
If the issue persists after verifying all above settings
Details to collect:
iOS version
iPhone model
Screenshot of Motion & Fitness and Apple Health permissions
Last sync date/time
? Help Resources:
? [iOS sync setup video]
? [Step-by-step iOS sync guide]
? Template Message Format
Dear User, Thanks for reaching out. If your steps aren’t syncing on your iPhone, try the following:
Check Motion & Fitness settings:
→ Go to Settings → Privacy & Security → Motion & Fitness
✔️ Enable “Fitness Tracking”
✔️ Turn ON for Habit Health
Verify Apple Health permissions:
→ Open Apple Health → Tap Profile icon → Go to Apps → Select Habit Health
✔️ Enable “Steps”
Using an Apple Watch or any smartwatch?
→ Open Apple Health → Tap Profile → Devices → Select your watch
→ Make sure it's syncing and visible in Apple Health
→ Go to Browse → Steps → Check that step data from your watch is listed
→ In the same Steps view → Scroll to “Data Sources & Access” → Click on Edit → Set Apple Watch (or your device) as the top priority
→ If you're using another watch synced via a third-party app (like Fitbit or Zepp), ensure its sharing data with Apple Health
Final Sync
→ Open Habit Health → Tap Refresh on the Play page
? Keep all apps updated and ensure the phone has an active internet connection.
Still not working? Make sure you're connected to the internet and your app is up to date.
We appreciate your patience as we work through these steps together. We're here to make sure you have a great experience with Habit Health, so don't hesitate to reach out if you need more help. Let us know if the issue persists!
TEMPLATE 5: Dual Step Tracking App Conflict
Question:
“My step count looks wrong or seems to be double counted.”
Confirm Active Tracking Apps
Key Point:
Using multiple tracking apps (e.g., Google Fit and Samsung Health) simultaneously can cause data duplication or sync conflicts.
Check:
Ask the user: “Are you using both Google Fit and Samsung Health on your device?”
Steps:
If Yes:
→ Open Health Connect
→ Go to App Permissions
→ Remove one tracking app (either Google Fit or Samsung Health)
→ Keep only the preferred app and Habit Health
→ Ensure “Activity” permission is enabled for both
→ Refresh Habit Health app
You can also update your Health Connect Step Source in the app.
Recommendation:
Prefer using Google Fit for smoother syncing and fewer conflicts
If No:
→ Ask which app they’re using to track steps
→ Proceed with relevant app-specific troubleshooting
Escalation Guidelines
When to escalate:
If step count still appears inconsistent after removing duplicate tracking app
Details to collect:
Step tracking app in use
Health Connect App Permissions screenshot
Device model and Android version
Screenshot of Activity Tracker showing step count
? Template Message Format
Thanks for contacting us! We appreciate you bringing this syncing issue to our attention. If your step count looks incorrect or double counted, follow these steps:
Are you using both Google Fit and Samsung Health?
If yes:
→ This can cause data conflicts
→ Please open Health Connect → Go to App Permissions
→ Remove one tracking app (either Google Fit or Samsung Health)
→ Keep only your preferred app and Habit Health
→ Ensure “Activity” permission is ON for both
→ Refresh the Habit Health app
We appreciate your patience as we work through these steps together. We're here to make sure you have a great experience with Habit Health, so don't hesitate to reach out if you need more help. Let us know if the issue persists!
TEMPLATE 6: Event not opening / loading
Template Message
Thank you for reaching out! If you’re having trouble opening or viewing events, articles, or videos in the Habit Health app, please try these steps:
Check Your Internet Connection: Make sure your device is connected to a stable internet connection (Wi-Fi or mobile data).
Update the App: Ensure you have the latest version of Habit Health installed from the Play Store or App Store.
Clear App Cache (Android only): Go to your device’s Settings → Apps → Habit Health → Storage → Tap “Clear Cache”.
Restart the App: Close Habit Health completely and reopen it.
Check Device Storage: Ensure your device has enough free storage space to load new content.
For Live Events:
If you are joining a live event, please use the “Raise Hand” feature. The host will review and approve your request, after which you will be able to turn on your microphone or camera to participate.
If you’re still facing issues after these steps, please reply with:
Your device model
App version
A screenshot of the error (if possible)
The name of the event, article, or video you’re trying to access
We appreciate your patience and we’ll be happy to assist you further!
TEMPLATE 7: Challenge Not Tracking Progress
Question:
“I’ve joined a challenge, but it’s not showing my progress even though I walked.”
Confirm Step Sync & Tracking
Key Point:
Challenges only reflect synced step data from the day of joining onward.
Steps:
Check if steps are showing on the Activity Tracker
If not, then sync your steps with the details below.
Check if steps are recorded in the tracking app:
→ Ask the user to open Google Fit, Samsung Health, or Apple Health
→ Confirm if today's steps are visible
Verify Sync Permissions:
Android:
→ Open Health Connect → Go to App Permissions
→ Ensure Activity access is ON for both Habit Health and the step tracking app
iOS:
→ Go to Settings → Privacy & Security → Motion & Fitness
→ Enable Fitness Tracking and toggle ON for Habit Health
→ In Apple Health → Profile → Apps → Enable Steps for Habit Health
Check Challenge View:
→ Open the Habit Health app
→ Navigate to the Challenge
→ Tap the Refresh icon at the top to manually sync
Allow Sync Time:
→ Sync can take up to 2–3 hours depending on device and background settings
→ Ask user to check back after some time
Important Note
ℹ️ Steps are counted only from the date the user joined the challenge.
Any steps taken before joining will not be reflected.
Escalation Guidelines
When to escalate:
Steps are visible in tracking app, permissions are correct, but progress still doesn’t reflect after 3+ hours
Details to collect:
Name of challenge
Step tracking app used
Screenshot of current step count in tracker
Screenshot of challenge screen
Device model and OS version
? Template Message Format
Dear Habit User, Thanks for reaching out! We're sorry to hear your challenge isn't tracking your progress. Let's get this sorted out.
✅ First, check if your steps are visible in Activity Tracker. If not then,
✅ Confirm permissions:
Android:
→ Open Health Connect → Make sure Activity is ON for both apps (Google Fit and Habit Health)
iOS:
→ Go to Settings → Motion & Fitness → Enable tracking and toggle ON for Habit Health
→ In Apple Health → Profile → Apps → Allow Steps access for Habit Health
✅ Open the challenge in the app and Check your steps in the leaderboard.
⏱️ Step sync may take 2–3 hours depending on your phone’s background settings
ℹ️ Note: Steps count only from the day you joined the challenge — earlier steps are not included.
Let us know if it still doesn’t update after a few hours!
TEMPLATE 8: Streak not updating
Dear User, Thanks for writing in! Streaks are a fun way to stay motivated, so let’s figure out why yours isn’t updating!
✅ Check Your Step Count
Make sure your steps are visible in the Activity Tracker. If not, try syncing your steps. You can follow our Step Sync Guide for help.
✅ Verify Your Daily Goal
Open the Activity Tracker and tap “Update Daily Goal” to confirm your step goal (e.g., 6,000 or 10,000 steps). Make sure you’ve reached your goal for the day.
ℹ️ Streaks only update when:
You complete your full step goal
The goal is achieved within the same calendar day
? Allow Time for Syncing
Streak updates can take 2–3 hours due to sync delays. You can also tap the refresh icon on the “Play” page to sync manually.
We know it can be disappointing when your streak doesn’t update right away! If it’s still not working, feel free to reach out—we’re here to help and appreciate your patience!
TEMPLATE 9: Can’t invite or join individual (user- created) challenge
Question:
“I can’t invite a colleague to a challenge or accept their invite.”
Thanks for reaching out! Here are a few common reasons you might not be able to invite or join a Step-Up Showdown challenge:
? You (or your colleague) might already be part of another Step-Up Showdown challenge
? The new challenge overlaps with an existing one
? You can only invite your colleagues to take part in the challenge
? Invites also expire once the challenge’s start date has passed
✅ You can remove or resend invites by going to:
Play Page → View All → Upcoming Challenge → View Requests
Need help finding a workaround? Just let us know!
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