FAQ in Getting Started in Be Well

Where do I find my program URL?
Your program URL is in your invitation materials. If you can't locate it, ask your program administrator.

Can I use the same account on both my phone and computer?
Yes. Register once, then log in on any device using the same email or username and password.

I created my account on the web. Do I need to register again on mobile?
No. Use your existing credentials to log in via the mobile app.

Do I have to connect a device to use Be Well?
No. If your program allows manual entry, you can log steps yourself without connecting a device or app.

Will entries I made before a challenge started count toward it?
No. Only entries within the challenge's date range count toward your challenge total. Earlier entries remain on your record but won't affect the challenge.

How do I join a team challenge?
You join a team challenge by joining a team associated with it. Check with your administrator on how and when teams are available.
I already have a Be Well account. Do I need to create a new one for a different device?
No. Your account works across Android, iPhone, and the web. Log in with your existing email or username and password on any platform.

I can't find the app when I search the store.
Search for the full name, Terryberry Be Well, and look for Terryberry as the publisher. You may need to scroll past similarly named results.

Can I enter my steps manually instead of connecting a device?
Yes, as long as no device or app is connected to your account. Note that manual step entry isn't enabled in every program — check with your program admin.

I registered but don't know my program URL for the web version.
Your URL is formatted like example.thrives.app or example.360recognition.com, with your program name in place of "example." Check your invitation email or ask your local admin.

I have activity logged before my challenge started. Will it count?
Only entries within the challenge's date range count toward your challenge total. Earlier entries remain in your history but won't affect the challenge.

Why aren't my steps showing in Be Well even though my device counts them?
For most trackers, Be Well pulls steps from your provider's account, not directly from your device. Confirm your steps are reaching your Fitbit, Garmin, or Google account first — if they aren't there, they can't sync to Be Well.

How long does it take for steps to sync?
Sync times vary by provider. Google Fit in particular can take 24 hours or more to send steps after the initial connection, so allow a full day before troubleshooting a new Google Fit connection.

My step count in Be Well doesn't match my device. Why?
This is usually a data-source priority issue on your phone. If a wearable and your phone both track steps, your health app may be counting the wrong source. Reorder your data sources so your primary device takes priority (see the Apple Health section above).

Will disconnecting my device or uninstalling the app delete my data?
No. Disconnecting a device or uninstalling the Be Well or tracker app does not delete your recorded step data.

My iPhone won't track steps at all. Is something broken?
If you're using an iPhone 5 or older, the device physically lacks the motion co-processor needed to count steps. You'll need a separate tracking app or a connected wearable to record activity.

I've tried everything and it still won't sync. What now?
Contact support with a description of the issue and the troubleshooting steps you've already completed. That detail helps the team resolve the connection faster.

When can participants begin registering?
As a best practice, open registration after you've adjusted your Program Settings, created a challenge, and set up your communications plan. We recommend allowing two weeks of registration before your challenge begins.

What if a participant registers after the challenge has already started?
That's fine — they'll be able to participate from their registration point forward. To change a participant's registration date, go to Admin Panel > Members, search for the member, select Edit > Registered Date, choose a date, and select Save. Note that you can't set a registration date earlier than the program creation date.

Can I change Program Settings during an active challenge?
You can, but changes may affect the running challenge. Where possible, finalize Program Settings before a challenge begins.

Will the Activity Converter changes apply retroactively?
Edits take effect going forward. Removing an activity prevents participants from logging it from that point on; it does not remove previously logged entries.

How do participants change their language on mobile?
The Language Translator applies to the desktop browser only. On mobile, participants change the app's language through their phone's device settings.