CARROT is not counting my steps - what can I do?

CARROT is not counting my steps (showing zero or 0) - what can I do?

A: First, please be sure your phone meets the requirements to receive steps data (see FAQ #42 - below: “Will I be able to use CARROT on my smartphone?”). If your phone does meet the minimum requirements, please be sure you have the latest version of CARROT Wellness on the Apple or Google Play Store.

If you use an iPhone, it's likely “Apple Health” isn't sharing this data with your CARROT app. To address this, please close CARROT, then open your Apple Health app. Tap on “Sources” from the bottom menu, then go to the list of apps and tap on “CARROT”. Be sure to allow CARROT to “WRITE” and “READ” steps data. (Both of these must be enabled.) Also, unless you are a wheelchair user, please make sure the options for “PUSHES” and “WHEELCHAIR” are TURNED OFF.

If you open and refresh CARROT but still don't see steps data, please go to your phone’s “Settings”, then tap on “Privacy”, then tap on "Motion & Fitness". Please be sure "Fitness Tracking" is toggled on for Apple Health (and for any other fitness app or trackers, such as a Fitbit, that you may be using).  

If you use an Android, you should make sure that you’ve linked a valid Google account to your CARROT account for the purpose of sharing the steps data that is stored in the GoogleFit cloud. That is why it’s important that you link your CARROT account to one of your Google accounts during the sign-up process. If you do not think the proper Google account is linked with CARROT, open the CARROT “Settings” (by tapping on the top-left menu button), then scrolling to the bottom of the screen and tapping on “CHANGE FITNESS ACCOUNT”. At that point, you should select the Google account which is associated with your GoogleFit account. [NOTE: If you are a participant in a CARROT Wellness program, this is NOT where you enter your work email address -- this is where you enter a valid GOOGLE email address.] Then return to your CARROT Activity screen and refresh.

If you need additional assistance, please contact us at support@carrotwellness.com. It would be helpful to include your CARROT Account ID Number (you’ll find it by tapping the menu button in the top-left corner) as well as the login method you used (Facebook ID or phone number) to set up your CARROT account. 


Will I be able to use CARROT on my smartphone? (FAQ#42)

 A: The vast majority of iPhones and Android models are supported: 

FOR iPHONE: iOS 8.1 and above is needed to gather CARROT Reward Points. To earn Reward Points for walking, you must have iPhone5s and above. For earlier versions of iPhone, a wearable device is needed to get Reward Points for walking. CARROT is supported on iPhone 4s and above.

FOR ANDROID: To earn CARROT Reward Points for walking, your phone must have KitKat 4.4.x and above operating system with supporting hardware. Android devices supported include the Samsung Galaxy S4 and above; HTC One M7 and above; Motorola Moto X and above.


Note: Some CARROT users with older phones have found success using the "Pacer" pedometer app, which is free on the iTunes and Google Play Stores, to receive credit for steps. For iPhone users, you must be sure to allow Pacer to share steps data (both "read" and "write") with Apple Health.

How to install Pacer on older iPhones (4, 4s, 5, 5c).

If you need additional assistance, please contact us at support@carrotwellness.com. It would be helpful if you could include your CARROT Account ID Number (you’ll find it by tapping the menu button in the top-left corner) as well as the login method you used (Facebook ID or phone number) to set up your CARROT account.