Syncing Problems
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Your Voltra stores data on the device and hands it over when the app is open and nearby. It doesn't sync continuously in the background, so if you haven't opened the app in a few days, the first sync will take longer than usual. Leave it on screen until it finishes.
This covers the Voltra Pro and the Voltra Air. If the device isn't connecting at all rather than not syncing, start with pairing your device instead.
How to force a sync
- Put the device within a metre of your phone.
- Open the Q Watch Pro app and go to the Health tab.
- Pull down on the screen to refresh.
- Leave the app open and on screen until it finishes. Switching away mid-sync cancels it.
A few days of stored data can take a minute or two. That's normal.
Nothing is syncing at all
Work down these in order - they're listed by how often they turn out to be the cause.
You're closing the app too early
By far the most common one. The sync only runs while the app is in the foreground. Open it, leave it alone for 30 seconds, and don't switch to another app or lock the phone while it's working.
Background refresh is switched off
On iPhone, go to Settings, Q Watch Pro, and turn on Background App Refresh.
On Android, go to Settings, Apps, Q Watch Pro, Battery, and set it to unrestricted.
Battery optimisation is killing it
On Samsung, Xiaomi, Huawei and OnePlus handsets especially, the system shuts down background apps aggressively and syncing is the first thing to go. Find the battery optimisation or app sleep settings and exclude Q Watch Pro from them. On Samsung this is Settings, Battery, Background usage limits, and you want the app out of the Sleeping and Deep sleeping lists.
Bluetooth permissions
On Android, Bluetooth scanning needs Location permission as well as Nearby devices. Both have to be allowed or the app can't see the device at all. Settings, Apps, Q Watch Pro, Permissions.
On iPhone, Settings, Q Watch Pro, and check Bluetooth is on.
The device battery is flat
A device low on charge stops syncing before it stops tracking. Put it on the charger for an hour and try again. See battery and charging if it isn't taking charge.
It's connected to another phone
Your Voltra holds one connection at a time. If it's still paired to an old phone, a partner's phone, or a previous install of the app, it'll connect to that one instead. Unpair it there first.
The app is out of date
Check the App Store or Play Store for an update. Sync problems that appear overnight across several days of data are usually a version mismatch after a phone OS update.
It syncs, but some data is missing
The protective film is still on the sensor
Check this one first. New devices ship with a thin clear plastic film over the sensor window on the underside, and it's easy to miss because it's almost invisible against the black. The sensor can't read through it, so heart rate and sleep either come back patchy or don't record at all. Peel it off from the corner and wipe the window clean.
Sleep isn't showing
Sleep is worked out after you wake and the device has synced, so it won't appear mid-sleep. If a whole night is missing, the device was either off, out of battery, or worn too loosely for the sensor to read continuously. It needs to sit snug against the wrist, about a finger's width above the wrist bone.
Gaps in heart rate
Gaps usually mean the device moved during the reading. A loose strap, cold hands and tattoos over the sensor area all cause this. Tighten it a notch and see whether the gaps close up over the next day.
Steps look wrong
Steps sync with everything else, so a low count is usually a missed sync rather than a missed walk. Force a sync before assuming it's lost.
Today's data looks behind
The figures you see are from the last completed sync, not live. Pull to refresh with the device nearby and they'll catch up.
Data appeared and then vanished
This is almost always two phones syncing the same device, or the same account signed in on two devices. Pick one phone, sign out on the other, and sync again.
If you've reinstalled the app, data that had already synced is on your account and comes back when you sign in. Data still sitting on the device that had never synced is lost if you reset the device first, so always sync before resetting.
The date or time is wrong
The device takes its time from your phone. If the times on your readings look shifted, check your phone is set to update date and time automatically, then force a sync. This one catches people out after travelling across time zones.
Last resort
Do these in order, and only after the steps above.
- Restart both. Force quit the app, turn Bluetooth off and back on, restart your phone.
- Reinstall the app. Your synced data lives on your account, not the app, so signing back in restores it.
- Reset the device. Open the Device tab, then More, then Reset, and pair it again. This deletes any data still stored on the device that hasn't synced, so only do it once you've tried everything else.
Still not syncing
Then we'll take a look. Message us with your order number, your phone make and model, which operating system version it's on, and roughly when it last synced successfully. A ten-second video of what happens when you pull to refresh is the fastest way for us to spot it.
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