Step Count Troubleshooting Guide

If your step count or distance looks wrong, work through these steps. Most step issues come down to your profile or how the band is worn.

Step 1 — Check your profile

This is the most common cause of wrong step counts and distance. In the QWatch Pro app, make sure your height, weight and gender are complete and correct. The band uses these to work out your step length.

Step 2 — Check how you're wearing it

Wear the band securely and consistently
Wear it on your non-dominant wrist

Step 3 — Understand what affects steps

The band counts steps from your arm movement. Some activities affect this.

It may count fewer steps when:

Pushing a trolley, pram or wheelchair
Carrying bags or walking with your hands in your pockets
Power walking with little arm swing

It may count extra steps when:

Swinging your arms without walking
Riding in a bumpy car or bus
Making lots of hand movements, like washing up or clapping

Tip: For power walking or activities with little arm movement, try the bicep strap or ankle placement.

Common scenarios and what they mean

"My steps doubled after connecting to Apple Health"
Apple Health may be adding your iPhone's steps and your band's steps together. To fix this, open the Health app on your iPhone. Go to Browse > Activity > Steps > Data Sources & Access, tap Edit, and drag QWatch Pro to the top. [Confirm source name shown in Apple Health.]

"It doesn't match my phone"
Your phone only counts steps when it's on you. A difference of 10–20% is normal.

"Yesterday shows zero steps"
Open the QWatch Pro app to sync. If the band wasn't connected for a while, the data may still be on the band. See [My Band Won't Connect to the App].

"Can you calibrate my step count?"
The band calibrates using your profile. Updating your height, weight and gender is the way to fine-tune it.

When to contact support

Your profile is correct but steps are still wildly off, for example thousands of steps while sitting still, or almost none on a long walk
Steps aren't recording at all

Email info@hlthtrack.com with a description and roughly how far off the count is.

Still have questions? Contact us at info@hlthtrack.com

Step Count Troubleshooting Guide

If your step count or distance looks wrong, work through these steps. Most step issues come down to your profile or how the band is worn.

Step 1 — Check your profile

Step 2 — Check how you're wearing it

Wear the band securely and consistently
Wear it on your non-dominant wrist

Step 3 — Understand what affects steps

The band counts steps from your arm movement. Some activities affect this.

It may count fewer steps when:

Pushing a trolley, pram or wheelchair
Carrying bags or walking with your hands in your pockets
Power walking with little arm swing

It may count extra steps when:

Swinging your arms without walking
Riding in a bumpy car or bus
Making lots of hand movements, like washing up or clapping

Tip: For power walking or activities with little arm movement, try the bicep strap or ankle placement.

Common scenarios and what they mean

"It doesn't match my phone"
Your phone only counts steps when it's on you. A difference of 10–20% is normal.

"Yesterday shows zero steps"
Open the QWatch Pro app to sync. If the band wasn't connected for a while, the data may still be on the band. See [My Band Won't Connect to the App].

"Can you calibrate my step count?"
The band calibrates using your profile. Updating your height, weight and gender is the way to fine-tune it.

When to contact support

Your profile is correct but steps are still wildly off, for example thousands of steps while sitting still, or almost none on a long walk
Steps aren't recording at all

Email info@hlthtrack.com with a description and roughly how far off the count is.

Still have questions? Contact us at info@hlthtrack.com

Step Count Troubleshooting Guide