Most eFit questions already have a written answer, and the ones that do not are usually settled on the first reply when the ticket arrives with the right details attached. This article covers both halves.
Search the knowledge base first
Open Help Desk at the bottom of the sidebar. The search box at the top of the knowledge base searches every article. Type what you would say out loud, for example steps missing, cannot log in or wrong class, rather than trying to guess an article title.
Several of the most common problems are fully answered there, including a tracker that is connected but showing nothing, a dashboard reading zero before your course has started counting, and a password reset that appears not to have worked.
What to put in a ticket
Select New Ticket from the help desk. The single thing that decides whether your ticket is answered once or bounces back and forth for days is how much of this you include up front.
- Your eFit username. Not your name, the username you sign in with. It is what lets us find your account.
- What you expected and what you saw. "My dashboard shows 0 steps for the whole of last week" is actionable. "My tracker is broken" is not.
- The exact dates. Which days are wrong. This is the difference between a five-minute answer and a week of questions.
- Your phone and your tracker. Android or iPhone, and which watch or band, if any.
- A screenshot. The ticket form has an attachment field. Use it.
What not to put in a ticket
- Your password. Support will never ask for it. If you cannot get in, reset it: You Cannot Log In: Reset Your Password.
- Grade disputes. Your instructor owns your grade, your assignment dates and your excused absences. Support cannot change any of them.
- Payment questions your instructor can answer. Ask about a school or course code before raising a payment ticket.
Who to ask
Some things belong with your instructor and some with eFit support, and sending them to the wrong place is the most common reason an answer takes a week.
- Your instructor: due dates, the tracking window, excused absences, your grade, which class you should be in, and whether the course provides a code.
- eFit support: connecting a tracker, activity that will not arrive, sign-in and password problems, duplicate accounts, and anything on a screen that looks broken.
After you submit
Your ticket and every reply live in the help desk, under All Tickets. Check there rather than waiting on email, because that page is always the complete record of the conversation. If you have more information after you submit, such as the screenshot you meant to attach, add it as a reply on the existing ticket rather than opening a second one. Two tickets for the same problem slow both of them down.