Audio or Video Troubleshooting
- Verify that you’re connected to the internet and using a compatible browser or the app on a smartphone.
- When you log in to the session, you will be prompted to allow the site to use your microphone. You will need to allow this sharing as the session is a verbal conversation with your coach.
- Check your volume and settings.
- If you’re not able to attend your session, please return to the Schedule tab and ‘cancel’ to open that time slot for another member to meet with the coach
Can I stay logged in?
On a web browser: After an idle period, your session times out for security purposes. If this happens, please log in again to resume using Rally Coach.
Rally Coach App: You’ll be given the option to stay connected for 30 days after logging in through the Rally Coach App on a mobile device.
Data Sync Issues
There can be a number of reasons why the data on your wearable may not be the same as the data shown in Rally Coach.
Your Device isn’t Linked to Rally
Check to make sure the device you’re wearing is linked with Rally Coach.
- On the web, click your name at the top of the page and select Settings. Scroll to the Devices and Applications section and be sure the device you’re using is the one linked with Rally Coach.
- On the mobile app, tap More> Settings> Step Tracker and confirm that the device you’re using is the one linked with Rally Coach.
If the device isn’t linked, select the step tracker you want to link, then walk through the process to link it to your Rally account. If the wrong device is linked, first disconnect it, then select the device you want to link and walk through the process of linking it to your Rally account.
Your Device is not Syncing with its Partner App
Rally Health pulls step data from the device partner, NOT the device. So if you’re using, for example, a Fitbit, you must sync your wearable device with the Fitbit app on your mobile phone. This also means you need a Fitbit account and must log in to it through the device’s settings in Rally Coach. If your data is not being regularly synced with the device partner, there will be no data for Rally to pull.
Your Device Partner’s App Hasn’t Launched
Some devices require you to have the device partner app running on your phone in order to capture the data being tracked on your device. For example, if you have a Fitbit and go for a run, but forget to launch the Fitbit app on your phone, your steps might not be captured. The wearable device and the device partner must be linked and synced in order for data to be captured. It’s important to remember that Rally pulls data from the device partner, NOT directly from the device.
Multiple Rally Users in the Same Household
Do you have family members who are also participating in a Rally Coach Program? Check to make sure you and your family members haven’t linked each other’s devices to your account. When linking device accounts to Rally Coach, be sure to log out completely from your Rally Coach account AND the device partner’s account.
Note: It may take up to 10 minutes for your step data to reach Rally Coach. Please check back later.