Common Issues

At Stride, we want to ensure your experience is smooth and enjoyable. However, should you encounter any bumps along the way, here are quick fixes to some common issues you might face.

Problem: App Not Loading or Crashing

• Update Your App: Ensure that you are running the latest version of the Stride app. Updates often include bug fixes that can resolve loading or crashing issues.
• Restart Your Device: Sometimes, simply restarting your device can resolve underlying issues that cause the app to crash.
• Check Internet Connection: A stable internet connection is crucial for the app’s functionality. Verify your connection to see if this resolves the issue.

Problem: Steps Not Being Tracked

• Enable Step Tracking: Make sure that step tracking is enabled for Stride (Apple Health for IOS, and Google Health Connect & Google Fit for Android), as this is necessary for tracking your movements accurately.
• Calibrate Your Device: If your device’s step counter is off, recalibrating your device’s sensors might help. Check your device settings for calibration options.
• Refresh the App: Simply scroll from the top to the bottom of the screen to update your steps.
• Restart the App: Close and reopen the Stride app to reset the step tracking function.

Problem: Points Not Updating

• Refresh Your Connection: Sometimes, points may not update due to connection issues. Try disconnecting and reconnecting to your network.
• Refresh the App: Simply scroll from the top to the bottom of the screen to update your points.
• Check for Updates: Make sure your app is up-to-date as newer versions might contain fixes for tracking points.

Problem: Cannot Redeem Points

• Check Point Balance: Ensure you have enough points to redeem the reward you want.
• Examine Reward Terms: Some rewards have specific terms or conditions. Make sure you meet all the requirements.
• Try Again Later: Server issues can temporarily hinder redemption processes. Try redeeming your points after some time.

Problem: Incorrect Challenge Data

• Update Challenge Information: Ensure that all challenge information is up-to-date by refreshing the challenges page.
• Contact Support: For persistent issues or discrepancies, our support team is ready to assist you.