This article lists common causes and solutions for progress-not-updating issues. Please check out the content below as they might solve your problem before you have to reach out to our support team.
First, let's find out what kind of virtual event are you having issues with, as Virtual Challenges and Virtual Races work differently.
Click here if you're having an issue with a Virtual Challenge. Virtual Challenges include:
- Adventure Challenges such as Rome, Paris, Caribbean, Mount Fuji, Jordan Trail, etc;
- Fairy Tale 100K Virtual Challenges
- The Sun 100K Virtual Challenge
Click here if you're having an issue with a Virtual Race. Virtual Races include:
- Solar System Series (except for the Sun 100K)
- Wild Animal Series
- Ocean Animal Series
- Happy Easter Virtual Race
- Leo Zodiac Virtual Race
Why Doesn't My Virtual Challenge Progress Update?
Virtual Challenges are completed by accumulating distances to reach the goal within your chosen timeframe. Kindly check the items below to see if there's something wrong.
#1 - Check the Timeframe
Make sure your exercise is done during the challenge's timeframe.
When you enter the challenge, you are asked to set the timeframe. Only exercise done during that period will be counted towards your progress. For example, if the challenge starts on July 21 and ends on August 1, then your run on July 20 or August 2 won't be counted towards the challenge progress.
- For Virtual Adventure Challenges, tap "info" in the right upper corner of the map screen to view the exact timeframe.
- For other types of virtual challenges, the timeframe can be seen directly on the detail screen.
#2 - Check the Acceptance Rules
Make sure your activity is accepted by the acceptance rule. The rules can be customized when you enter the challenge. It's up to you whether the challenge accepts manual submission or the distance produced by your everyday steps.
Where to find the rules:
- The rules can be seen on the detail page.
- For Virtual Adventure Challenges, it can be found by tapping "Info" in the right upper corner of the map screen.
How to Change the Acceptance Rules
- You can change the rules as your like, but only before the challenge is ended or finished.
- The change will take effect immediately and is retrospective throughout the entire timeframe.
To change the rules:
- Tap the "cog" at the bottom right (Virtual Adventure Challenges)
- or tap the "3 dots" at the upper right (other Virtual Challenges)
- Tap "Change Rules"
- Read along to learn about the rules in detail
Allowed Activities
- Option 1: Only walk, run & hike (no manual input) - The challenge only accepts these 3 types of activity and they must be GPS-tracked. Manual input WON'T be accepted. If you are not familiar with GPS tracking, we recommend that you choose "All exercise types" instead.
- Option 2: All exercise types - Choose this if you wish to include manual input or other exercise types such as bike, wheelchair, kayak, etc.
24x7 Pedometer Activity
Pacer automatically tracks your daily steps and converts them to distance, no matter whether you are running, shopping, or doing housework. You can decide if you wish to include these distances in your challenge progress.
- Option 1: Yes - You'll find it convenient as you basically go on with your life and the progress automatically updates.
- Option 2: No - Choose this option if you prefer not to count your daily chores as "real" exercise, and these auto-generated distances won't be added to your challenge progress.
#3 - Did You Forget to Enter Distance For Manual Input?
You can manually submit results as long as the rule accepts it. Notice that manually submitted results must include distance. If you only enter "duration", "steps", or "calories", there won't be any distance from this manual submission to be counted towards the progress.
#4 - Check the 3rd Party Permission
If you are using a connected 3rd party device/app to record your activity, make sure the permissions are set correctly so that the Pacer app is able to receive your result.
Click here to learn more about Wearable & 3rd Party App Integration.
Why Doesn't My Virtual Race Progress Update?
If your Virtual Race Progress doesn't update after you've done your exercise, check the items below to see if there's something wrong.
Virtual Races don't pick types. They accept all distance-based exercises: walk, run, hike, cycling, wheelchair, manual submission, etc. But it's important to keep this in mind: you must finish the required distance in one go.
#1 - Make Sure It's "In One Go"
We've listed below how to submit a result that's considered "in one go":
- ✅ Use the Pacer app to record a GPS-tracked exercise, such as a walk or a run.
- ✅ Connect the Pacer app with a supported wearable device or app, and record an exercise with the device or app.
- ✅ Manually submit an activity in the Pacer app
Two examples of scenarios that are NOT “in one go”:
- ❌ The Pacer pedometer app automatically tracks your 24x7 daily steps and converts them into distances. However, these distances won't be considered "in one go" as they were accumulated gradually throughout the day.
- ❌ It may sound obvious, but submitting two 5K runs doesn't qualify as "finish 10K in one go".
#2 - Check the Timeframe
When you entered your registration code and join a Virtual Race, you get to choose a month to complete the race.
- If you choose the current month, then you have the time from the moment you join to the last day of the month to submit your result.
- If you choose a future month, then you have from the first day to the last day of the month as your timeframe.
That is to say, exercises that start before you join a virtual race (down to the minute) will never be counted towards progress. If you submit your results manually in the Pacer app, pay attention to the "date and time". Notice it won't allow you to add an activity that happens in the future? If you try to manually submit a result right after you join a virtual race, it's very likely that it won't count.
Scenarios that the exercise will count:
- ✅ Join the race on July 20, choose July as the month to complete, then go for a GPS-tracked run on July 21.
- ✅ Join the race on July 20, choose August as the month to complete, then go for a GPS-tracked run on August 1.
- ✅ Enter the registration code and join the race at 5 PM, then manually submit a run that started from 5:30 PM.
Scenarios that the exercise won't count:
- ❌ Join the race on July 20, choose August as the month to complete, then go for a GPS-tracked run on July 21.
- ❌ Go for a GPS-tracked run before entering the registration code and joining the race.
- ❌ Enter the registration code and join the race at 5 PM, then manually submit a run that started from 4:30 PM.
#3 - Does Your Exercise Distance Meet the Requirement?
Each Virtual Race has its own distance requirement, ranging from easy 3K to challenging 21K. Make sure your exercise meets the virtual race's minimal distance requirement. The requirement can be seen in many places on the detail page.
#4 - Did You Forget to Enter Distance For Manual Input?
Manually submitted results are accepted by all Virtual Races. When you manually submit an activity, remember to enter distance data. If you only enter "duration", "steps", or "calories", there won't be any distance from this manual submission to be counted towards the progress.
#5 - Check the 3rd Party Permission
If you are using a connected 3rd party device/app to record your activity, make sure the permissions are set correctly so that the Pacer app is able to receive your result.
Click here to learn more about Wearable & 3rd Party App Integration.