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 on another device.

See Reporting Tips below to help us resolve website issues quickly.

Website Step Log - Reset Step Count

Some members have reported difficulty re-setting their step counts in the Daily Progress card, especially when using activity minutes. If you see an error related to the upper limit of step counts:

• Head to your main Step Log (https://www.10000steps.org.au/steplog/)
• Type 0 into all fields for that day (Step Count, Moderate, and Vigorous Minutes)
• Click Save to reset the step count.
• Re-type the correct counts into the fields, and click Save again.

Tracker Connections

Fitbit - Refresh/Sync Button - {} Blank Page

We have received reports that some members see a blank {} page when using the refresh sync button in Trackers. This has now be fixed. Please refresh your browser (hold shift+refresh) or clear your browser data to load the new version of the page.

Fitbit/Garmin/Google Fit Tracker Connection - Internal Server Error

Web tracker accounts can only be connected to one 10,000 Steps account at a time.

If you are seeing internal server errors when connecting your Fitbit, Garmin, or Google Fit account, you may have an existing 10,000 Steps account under a different email address. Please reset your password for your existing account, or use Contact Us to deactivate your existing account. Account deactivations can take up to 7 days.

Garmin Web Connection Dropouts

We are monitoring reports from some members connecting their Garmin web accounts to their 10,000 Steps web account through Tracker Connections (Other trackers on the app).

Data is sent in batches from Garmin, and can take up to 18hrs to arrive in your 10,000 Steps account. The key issue reported is intermittent missing data. For example, correct data sent from Garmin for Monday and Wednesday, but 0 steps for Tuesday.

Current Workarounds

A more real-time sync is available through Garmin Connect 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.

We recommend checking in with your Step Log once a week and filling any missed data. Once saved, your steps will remain saved unless a higher step entry is sent through from Garmin.

• Logging steps and activity (Website)
• Logging steps and activity (Mobile App)

Website Forms

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:

• a different internet connection (for example, home wifi or mobile phone data).
• a different web browser (for example, Chrome, Firefox, Safari, Edge, Brave).
• a different device (for example, your phone, tablet, your computer)

If you're having issues on workplace devices or connections, chances are your colleagues are as well. Contact your Coordinator and your IT team at your workplace or organisation to see if you can resolve issues Organisation-wide.

Email and Account Verification

Verification and Password Reset Email Delays

Sometimes members using organisational email addresses (e.g. yourname@workplace.com) and Bigpond email addresses (e.g. yourname@bigpond.com.au) experience a delay in receiving emails from 10,000 Steps.

If you cannot find an automatic email from 10,000 Steps:

• Double check the email address used. Ensure the address, including your name, any full stops, mail server and prefixes have been entered correctly.
• Please wait for 30-60 minutes.
• Check your Spam or Junk folders.
• Search all of your mail folders for emails from "admin@10000steps.org.au".
• Check if you have any mail rules or preferences that are filtering automatic emails into another mailbox or blocking them completely.
• Whitelist or Allow emails from admin@10000steps.org.au to ensure you will receive new emails.
• If you are using an organisation or work email, contact your IT department to whitelist and release your 10,000 Steps emails.

Sending New Password Resets or Verification Emails

You can trigger a new password reset at any time using our Forgot Password page. If you receive multiple, please use the most recent password reset link.

You can trigger a new verification email by logging in with your newly created account on the website here. Open the new verification email on a different device or internet connection if you see a 403 or CSRF verification response.

If you have tried all these steps, try creating your account with an alternative email address.

If you're having issues using a workplace or organisation email, chances are your colleagues are as well. Contact your Coordinator and your IT team at your workplace or organisation to see if you can resolve issues Organisation-wide.