Is there anything worse than finding all or part of your hard-earned workout missing? We've got you covered! Below are common causes and solutions for missing workout data.
First, we'll want to determine whether this is an issue with the belt or the upload process.
During your session, did you see your heart rate drop out, drop very low, freeze, or “search” for your device?
Yes, my heart rate did drop out, drop very low, freeze, or "search."
Problem: Belt issue! This means your belt may not have not properly captured your heart rate in the first place.
Solution: Please choose the belt troubleshooting guide for your model and contact Support if further assistance is needed: MZ-1, MZ-3, or MZ-Switch
Note: This issue may also occur if you are using the MZ-1 or MZ-3 and attempting to pair the device with second app or device. Please only use your belt with only one app or device at a time.
I don't know, I was not watching my tile.
First, see if you can put the belt on and get a proper reading of your heart rate on your Tile. This will also prompt a mobile upload. After a few moments, refresh your Home Feed to see if your workout has uploaded. Note: If you have the MZ-1, you must be viewing your heart rate on either the mobile app or your gym's monitor in order for your workout to save.
If it hasn't, head over to your Help menu, select My Data, and look at your latest entry. If you see less than 10 minutes of heart rate data recorded, unfortunately, not enough information was captured to create a workout graph or summary.
If you do see your full workout recorded, this indicates an issue with the uploading process. Move on to the next section!
No, my heart rate was displayed accurately and my workout graph appeared full and complete.
Uploading issue! This means your belt captured your workout properly, but there was an issue with the uploading process. Keep reading!
If you've determined this was an issue with the uploading process, we'll now need to know if the session took place at a Myzone-enabled facility.
Did you train at a Myzone-enabled facility?
Yes, I trained at a Myzone gym.
While training at a Myzone gym, your workout uploads are completely dependent on your gym's Myzone in-club system-- this is true whether or not your mobile app was open and streaming your heart rate!
Problem: If you have small or large gaps in your graph, it is likely that your facility's clock is set incorrectly.
Solution: To prevent gaps such as these, we recommend keeping your mobile app closed while at the gym and let a staff member know that the clock is off.
Problem: If the majority of your workout is missing or delayed, this is most likely due to the in-club system being offline (usually identified by a cloud with a red X on the screen):
Solution: This is easily resolved by a staff member on site, and once restored, your full workout should appear on your account shortly after.
No, I was not training at a Myzone gym.
When the mobile app is open and your heart rate is shown, the app is prompted to send your heart rate data online to your account.
Problem: If you have the belt connected to the app while your WIFI or mobile data is insecure, pieces of your training may not be delivered to your online account successfully.
Solution: If using the MZ-3 or MZ-Switch, try keeping the app fully closed (not running in the background). Once you’re back to an area with reliable service, keep your belt on and open your app to upload the data that was saved to your device's internal memory.
Problem: Removing the belt too soon after your session may cause some workout data to be left behind.
Solution: Before ending your workout, keep your belt on for a few moments and refresh your home feed. When you see your full workout appear, you may then remove your belt and unsnap the module from your strap.
If you need further assistance or would like to speak with our Support team for any reason, please use the chat function on this page or contact via help in your mobile app. Thank you!