My session won't sync onto the app

If your session won't sync onto the app, then first make sure:

1. Both sensors are flashing white.
   • If both of your sensors are blinking white, then continue to step 2.
   • If neither of your sensors are flashing white, then either there is no recently performed activity that is stored inside your sensors or your sensors are OFF. Refer to this article to learn how to properly conduct an activity with your CITYPLAY device.
   • If only one of your sensors is not flashing white, then data from your recently performed session cannot be synced onto the app. Refer to this article to learn how to delete the data from the sensor that is blinking white.
2. Your sensors are paired to the app. 
   • NOTE: Do not unpair your sensors from the app for syncing-related issues, as this is not a relevant troubleshooting step for resolving such issues!
3. Your phone's Bluetooth is ON.
4. Your phone and sensors are in close proximity to one another.
5. You have a stable internet connection.
6. You carefully checked your 'Activities' screen for an 'Undefined activity'.
   • If you have an 'Undefined activity', then tap on it and define your activity.
   • If you do not have an 'Undefined activity', then proceed to the troubleshooting steps below. 

If your session still won't sync onto the app, then follow these troubleshooting steps: 

1. Turn your phone’s Bluetooth OFF and ON.
2. Shut down and relaunch the CITYPLAY app.
3. Observe and see if your session syncs onto the app.
4. If this didn't work, then perform a hard reset to both sensors.
5. Observe and see if your session syncs onto the app.
6. If this didn't work, then try deleting and redownloading the CITYPLAY app.
7. If none of the above steps resolved the syncing issue, then please contact support via our submit a request form and include the following details:
   1. The type of mobile device you're using (iPhone or Android) and its device model.
   2. A video of the troubleshooting steps you've attempted.
   3. Your left and right serial numbers.
   4. The email address that your CITYPLAY account is registered with.

Suggested articles:

• How do I perform a hard reset to my sensor?
• How to check if my sensors are on
• The app isn't finding my sensor(s) / my sensors won't pair to my account
• White blinking lights, explained