Something is wrong with a challenge
New to challenges? How challenges work explains joining, teams and targets. This page is for when one is not behaving.
My steps are not counting towards the challenge
A challenge counts the steps that have reached The Ismaili app. If your dashboard is behind, the challenge is behind by exactly the same amount — so fix the dashboard and the challenge follows:
I cannot see a challenge someone told me about
Challenges are offered to particular groups. If one is not in your Join tab, it is almost certainly not open to you rather than missing. Following a shared link to a challenge you cannot take part in opens the ACTIVE home screen, which means the same thing.
I cannot join a challenge
Joining closes when the challenge starts — see how challenges work. If it has not started and joining still fails, close and reopen the app and try again. If it still fails, tell us and include the challenge name.
The leaderboard looks wrong
Two things are worth checking before treating it as a fault.
Leaderboards update regularly rather than instantly, so a gap between your steps arriving and the leaderboard moving is expected.
More often, the ranking is not what people assume: teams are ranked by how many of their members hit the daily target, not by total steps. A team can be above yours with fewer steps overall. See leaderboards and results.
Results have not appeared
Results are finalised the day after a challenge ends. Until then the app says results are on the way, which is expected.
If a challenge ended more than a day ago and the results are still not there, tell us and include the challenge name.
My challenge figures look lower than my own step count
Steps have to reach the app to count towards a challenge. If your phone stopped syncing near the end of a challenge, some steps may not have arrived in time and your figures may not match what you counted yourself — see my steps stopped updating.
If that does not explain a large difference, tell us and include the challenge name and roughly how big the gap is.