My Sparkery wearable isn't collecting data

If your Sparkery wearable isn't collecting health or activity data, there are a few simple checks you can carry out before contacting our Support team.

1. Check your wearable is connected

Make sure your Sparkery wearable is connected to the Sparkery app.

To check this:

Open the Sparkery app.
Tap your profile icon (your initials) in the top-left corner.
Under My Device, confirm that your device ID and battery level are displayed.

If this information isn't visible, your wearable may not be connected.

2. Check your battery level

Your Sparkery wearable needs sufficient battery power to collect health data.

If the battery is low (below 10%), charge your wearable using the supplied charging cable before trying again.

3. Check how you're wearing your band

For the most accurate data, your Sparkery wearable should:

Be worn snugly against your wrist without being uncomfortably tight.
Stay in place with minimal movement during the day.
Be worn as consistently as possible, including overnight for sleep tracking.

A loose-fitting wearable may affect the quality of the data collected.

4. Sync your wearable

Ensure Bluetooth is enabled on your phone and open the Sparkery app to allow your wearable to sync.

If your wearable has been disconnected for a period of time, it may take a few moments for your latest data to appear.

5. Restart the connection

If data still isn't appearing:

Turn Bluetooth off and back on again.
Close and reopen the Sparkery app.
If needed, restart your phone and allow your wearable to reconnect.

6. Check for app updates

Make sure you're using the latest version of the Sparkery app by checking for updates in the App Store or Google Play.

App updates often include improvements to syncing and device performance.

Still need help?

If you've completed the steps above and your Sparkery wearable is still not collecting data, please contact the Sparkery Support team.

To help us investigate the issue as quickly as possible, please include:

Your device ID (found under My Device)
Your phone model and operating system
Which data isn't being recorded (for example, sleep, steps, heart rate or workouts)
Approximately when you first noticed the issue

We'll work with you to get your wearable collecting data again as quickly as possible.