Help
Frequently Asked Questions
We may have an answer to your question already so you don't need to wait until we pick up the phone or reply back. Check our list of Frequently Asked Questions or use the search box:
My Bug
- My Bug is not recording my steps properly. What do I do?
- I’ve lost/damaged my Bug, how do I get a new one?
- If my bug has a fault can I get it replaced?
- What sort of battery do I need for my Bug?
- What do the buttons on the Bug do?
- What do the symbols on my Bug mean?
- How do I log activities that can\'t be recorded by my Bug?
- What is Bug Care?
- How do I request a replacement Bug using the Bug Care programme?
- How do I change the settings on my Bug? (Time, Stride length, Weight)
- The distance recorded by my Bug is not correct.
- My steps are not counting properly, is there something wrong with my Bug?
- How does the Bug count my steps?
- Will my Bug work when I’m cycling?
- How do I reset my Bug’s steps to zero?
- My Bug is not recording my steps properly. What do I do?
- My Bug didn’t reset at midnight. What do I do?
- I’ve lost/damaged my Bug but my friend has given me theirs - can I use it?
- How do I calculate and set my stride length?
- How do I reset my Bug?
- How do I attach my replacement Bug to my account? Do I need a subscription number?
Uploading My Steps (Bug Manager)
- I am trying to upload my steps but I keep getting error 3003,5001 or 5004 - what do I need to do?
- When I plug in my Bug, nothing happens.
- When I double click on the Bug Manager icon, nothing happens.
- I\'ve uploaded my steps but they\'re not showing up on the website.
- How do I know which version of Bug Manager to download?
- How do I attach my new replacement Bug to my existing account?
- How do I upload my Bug steps to my account?
- Can I upload my Bug with a Mac?
- I’ve just changed computers and was wondering how I can now upload my steps?
- Can I upload more than one bug from the same computer? What about uploading my stats from more than one computer?
- My stats were uploaded to the wrong day.
- What software do I need to use to upload my steps?
Getting Started
- What do I do in my first week?
- What is the energy balance concept?
- When do I get my activity and nutrition targets?
- How do I change my units of measurement?
Activity
- How does the Activity Tracker work?
- How often should I upload my steps?
- How do I log activities not recorded by my Bug?
- Do non-Bug activities count towards step-challenges, or my rewards programme?
- What are aerobic steps?
- How do I change my step targets if they are too high or too low?
- How do I get new targets?
- How do I freeze my targets?
- What happens if I miss my targets on some of the days?
- How do my targets get calculated?
- What do I do if I forget my Bug at home?
- I can’t find my type of exercise on the non-Bug list.
My Membership
- When does my membership expire?
- How do I cancel my account?
- How do I renew my membership?
- Updating my personal info (address, password, email address etc)
- My card details have expired what should I do?
- Can I temporarily freeze my account?
- How do I change which units of measurement I see? (imperial/metric)
- How do I unsubscribe from Fitbug emails?
Nutrition
- How does the nutrition section work?
- How do I add an item I have eaten?
- What are favourite items?
- How do I add food that is not in the Fitbug food database?
- The food data that I have entered does not seem to be right. What should I do?
- What are Fitbug recommended meal plans?
- How do I create my own meal plan?
- How do I set default meals?
- How do I view my nutrition history?
- How do I add my own recipe?
Rewards Points
- How do I send my steps to my rewards programme?
- I’m uploading my steps but I don’t see any reward points.
- What do I need to do to get reward points?
- Do non-Bug activities count towards reward points?
- Rewards programme contact information
Member Journey
- What is a Member Journey?
- How do I set/change my Member Journey?
- What types of Member Journeys are there?
- How often should I re-take the health assessment?
- How do I set new goals? (weight, waist etc)
- How do I update my progress towards my goals?
- How do I view my goals history?
Discovery Members
- Where can I get a subscription number?
- I've ordered more than one Bug, how do I register the other members?
- How long do I wait for Fitbug to send me a welcome email?
- How long does it take for my order to arrive?
- For how long does my Fitbug hold step data?
- How long does it take for my recorded steps to reach Vitality?
Corporate Members
- Where can I get a subscription number?
- I get Error 5001 when I try to upload my steps.
- I get Error 5005 when I try to upload my steps.
- How do I renew my membership or reactivate my account?
- How do I attach a replacement Bug to my account? Do I need a subscription number?
- My security software blocks the installation of Bug Manager.
- Where can I get a replacement Bug?
Games/Challenges
- How do I access my company's Fitbug Challenge?
- How do I know if I am registered for the Game?
- How does the distance of the virtual route compare to the distance of the actual route?
- How do I view the Game Leaderboard?
- How often do I need to upload my steps?
- How do I view who is in my team?
- How can I change my display name to my nickname?
- What happens if my Bug develops a fault?
- What if the Challenge is missing my steps?
- What happens once I reach the finish?
Fitbug Air
- Is the Fitbug Air compatible with iPhone 4?
- I am already a Fitbug member. How can I purchase the Fitbug Air without a subscription?
- Where can I download the Fitbug Air app?
- Can I trade in my current Fitbug to get a discounted Fitbug Air?
- I have just received my new Fitbug Air. How do I set it up? (Setup guide)
- How do I wirelessly transmit my steps from Fitbug Air to my Fitbug account?
- What is the walking zone feature of the Fitbug Air?
- My Air isn't uploading my steps when in beaconing mode.
- Compatible devices with the
Fitbug Air, Orb, Luv and WoW - Can I upload more than one Air to my Bluetooth Ready device?
Support
For answers to frequently asked questions please visit our FAQ's page.
Call us on 0845 688 3348 if you have any questions.
(Mon — Thurs 9am to 5.30pm, Fri 9am to 4:30pm)
You can also e-mail any enquiries to memberservices@fitbug.com
Submit your question using the form below and Member Services will endeavor to get back with you within two working days.