Welcome to our website troubleshooting page. Here, we address common issues and errors, providing you with troubleshooting tips and 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 Connections

Ongoing Investigation - Garmin Web Connection Dropouts

We are aware of an ongoing issue for some members connecting their Garmin web accounts to their 10,000 Steps web account (failed first syncs). Reach out to us with as much information as you can if you are experiencing errors connecting or failed first syncs for Garmin.

As Garmin sends us data in batches, a 1-18hr delay in syncing on the website connection is not unusual. Most users should see their steps come through within this timeframe.

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.

Where automated syncing fails, direct step entry is the next most accurate option. Direct entry of steps is available via our website or mobile app.

Fitbit - Internal Server Error

The Fitbit account you have created through Fitbit does not need to match the email of the account you have used to create your 10,000 Steps account. However, Fitbit 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 account, you may have an existing 10,000 Steps account under a different email address. Please reset your password for your existing account, or Contact Us if you would like to close or merge your existing and new accounts.

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 may also have better results on a different web browser (for example, Chrome, Firefox, Safari, Brave).

If these workarounds do not resolve the submission issues, please contact your IT team at your workplace or organisation. You can reach our team by emailing directly to 10000steps@cqu.edu.au.

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).

You may also have better results on a different web browser (for example, Chrome, Firefox, Safari, Brave).

If these workarounds do not resolve the error, please Contact Us.

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

If you cannot find an automatic email from 10,000 Steps, please try these suggestions:

  • 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, as these emails are sent automatically there can be a delay.
  • 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.

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.

If you have tried all these steps, please send us through an alternative email address to update your account via our Contact Us.


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 reach out to us if you are experiencing an issue on the 10,000 Steps website that is not reported here.

Please help us understand the issue you're experiencing.

The more information you can provide, the easier it is to resolve issues quickly.

  • 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 quickly.

You can email us directly at 10000steps@cqu.edu.au, or use our Contact Us form.

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