Welcome to our website troubleshooting page. Here, we address common issues and errors, providing you with our expert troubleshooting tips and effective solutions.
Please visit Support for general program support.
Looking for 6.0+ mobile app troubleshooting? Please see Support > 10,000 Steps Mobile App Support.
Looking for 4.8.5 mobile app troubleshooting? Please see Support > Mobile App > Legacy Mobile App.
Tracker Connection Known Issues
Ongoing Investigation - Garmin Web Connection Dropouts
We are aware of an ongoing issue for some members connecting their Garmin accounts to their 10,000 Steps account, related to a Garmin developer portal update impacting connections from Garmin to other websites. As a 3rd party connection, our ability to troubleshoot is limited. We are continuing to investigate and are working in contact with Garmin for a resolution.
Garmin Connect is supported for Apple Health users, and can be connected via our iOS mobile app. Please remove your web connection from Tracker Connections before trying our Apple Health connection.
Where automated syncing fails, Manual Entry is the next most accurate option. Manual Entry is available via our website or mobile app.
Website Form Known Issues
Form Submission Errors
We have some reports of Sign Up forms, Organisation Registration forms and Contact Us submissions being blocked by web browsers connected to workplace internet connections or by devices managed by organisational security.
If you are experiencing issues submitting your Signup, Organisation Registration or Contact Us form, please try submitting on an alternative internet connection or device (for example, home wifi or mobile phone data). You can also contact us directly by emailing email@example.com.
Team Tournament Known Issues
Missing Edit Team Pop-Out Feature
We have some reports of pop-up features of Team creation and Team editing being blocked by web browsers connected to workplace internet connections or devices managed by organisational security.
If you are experiencing issues editing your Team, please try editing your Team on an alternative internet connection or device (for example, home wifi or mobile phone data).
Internal Server Error - Create Tournaments
We have some reports Coordinators receive Internal Server Errors when creating or viewing Team Tournaments. For many Coordinators, this issue is due to their account being added to multiple organisation registrations. Coordinators are welcome to move between Organisations, but can only be active on one organisation at a time. To check if you are attached to multiple organisations, please see Coordinator Hub > Organisation Details.
Please Contact Us if you need to move your account to a new organisation registration. An existing Primary Coordinator can also remove you from an older registration.
Email and Account Verification Known Issues
Verification and Password Reset Email Delays
We have some reports of members using organisational email addresses (e.g. firstname.lastname@example.org) and Bigpond email addresses (e.g. email@example.com) experiencing a delay in receiving emails from 10,000 Steps.
Email verification and password reset emails are sent from firstname.lastname@example.org, and typically take 5 - 20 minutes to arrive. If you do not receive an email within the hour, please:
- Double check the email address you have used to register. Ensure the address, including your name, any full stops, mail server and prefixes has been entered correctly.
- Check your Spam/Junk folders. The subject of our email verification is “[10,000 Steps] Please Confirm Your Email Address”.
- Search all mail folders for emails from "email@example.com".
- Check if you have any mail rules or preferences that are filtering automatic emails into another mailbox or blocking them completely.
- Check if you have an IT-level Messages on Hold facility set up, and release all emails if this is available. You may need to contact your IT team to whitelist our email addresses to receive emails from us in your Inbox.
You can request a new Password Reset email at any time via Reset Password.
You can request a new Email Confirmation via Contact Us or by emailing us at firstname.lastname@example.org.
If all else fails, please try signing up with a non-organisational and non-Bigpond email address. You will need an email account that works with our website to access your 10,000 Steps account, update passwords, and receive tournament notifications.
General Troubleshooting Tips
Slow loading pages can be caused by old cache files on your web browser. Restarting your device can help clear old cache files. Depending on your browser, you may also be able to manually clear your web cache.
If clearing cache or switching browsers does not resolve your issue, please try accessing our website via another device. See reporting below for tips on helping us resolve website issues quickly.
These tips weren't helpful - how can I report my website issue?
Please help us understand the issue you're experiencing.
The more information you can provide, the easier it is to resolve issues on our website.
- What web browser are you using?
For example: Safari, Chrome, Firefox, Brave, Edge
- Which type of device you are using?
For example, Apple/Windows/Other mobile phone, tablet, laptop, desktop
- 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 page crash?)
- If you see an error, what error is being reported?
If you have any screenshots of the issue you are experiencing, including these can also help us resolve your issue faster.
Find out more about: