This page includes troubleshooting tips and reports known issues for:
Where Apple Health or Health Connect syncing fails or devices record activity that is not steps, direct entry is the next most accurate option. Direct entry of steps is available via our website or mobile app.
Looking for 4.8.5 mobile app troubleshooting? Please see Support > Mobile App > Legacy Mobile App.
Looking for website troubleshooting? Please see Support > 10,000 Steps Website Support.
Apple iOS Mobile App Known Issues
Sign Up Form "Submit" Button Not Working
Some users have reported that the iOS app Sign Up form "Submit" button appears greyed out or is non-functional. We are currently investigating this issue.
Creating and verifying your account through our website signup here will give you access to both the website and mobile app.
Login Working on the Website, But Not the App
iOS devices will often store usernames and passwords ("saved passwords"), even if they are incorrect. Double check that you are not using a stored email, username, or password that is incorrect. Typing the correct information into the username and password sections will typically allow you to change the saved passwords.
You can request a new password reset at any time here.
Android OS Mobile App Known Issues
Android 14 & Health Connect
The new OS update to Android 14 Health Connect is incompatible with the current version of the 10,000 Steps app. We are currently working on a compatible release.
Where Health Connect syncing fails, direct entry of steps is the next most accurate option. Direct entry is available via our website or mobile app.
Only Displaying Black Screen
Android users may find a "black screen" issue can be resolved by navigating to Settings > Apps > 10,000 Steps > Clear Data.
General Troubleshooting Tips
Slow loading pages can be caused by old cache files on your phone. Restarting your phone can help clear old cache files on your mobile app.
If restarting or clearing data alone does not resolve your issue, please try deleting the app, restarting your phone, and redownloading the app.
Garmin, Google Fit, or Fitbit Troubleshooting
Looking for information on website Garmin, Google Fit, or Fitbit connections?
Where possible, we recommend connecting your trackers on our mobile app through Apple Health or Health Connect.
If you are connecting your tracker accounts via our website and not our mobile app, please see Support > 10,000 Steps Website Troubleshooting for current known issues and workarounds.
How can I report my app issue?
Please reach out to us if you are experiencing an issue on the mobile app that is not reported here. You can email us directly at 10000steps@cqu.edu.au, or use our Contact Us form.
Please help us understand the issue you're experiencing.
The more information you can provide, the easier it is to resolve issues on our mobile app.
- Which type of device you are using?
- What version of software is installed on your device?
- Which version of the 10,000 Steps app are you using?
- What issue are you experiencing?
- Is the issue intermittent (only happens sometimes), or continuous (happens every time)?
- What happens before the issue (for example, what is the last page that worked)?
- What happens after the issue (for example, can you still navigate, or does the app crash?)
If you have screenshots or screen recordings (iOS or Android) of the issue you are experiencing, attaching these can also help us resolve your issue faster.
You can email us directly at 10000steps@cqu.edu.au, or use our Contact Us form.