Hello Sound HSA team,

I’m reaching out from a small community I’m onboarding in Lagos, Nigeria. We’ve been testing the move-to-earn activity feature, but many users are experiencing the same issue on both iOS and Android devices.

The problem is that the activity/step progress is not visible for some users. After installing the app and moving with their phones (walking, running, dancing, etc.), the app does not show the current step count or progress, and the “Complete” button never appears.

Things we have already checked:
• Activity / fitness permissions are enabled
• Internet connection is on
• Users keep their phones in their pocket while moving
• App and phone have been restarted

Despite this, the step counter still doesn’t update for some users on both platforms.

Since the goal is to reach 50k steps, not seeing progress makes many new users think the feature is not working.

Could you please clarify:

1. How users can view their current progress correctly
2. Whether there are specific device requirements
3. If there might be a bug affecting step tracking

We’re actively onboarding new users here and would appreciate any guidance so we can help them use the app properly.

Thank you.