If your scores are not updating in the GEM app, it’s usually due to connectivity, sync, or usage issues. Below are common causes and step-by-step solutions to help you get back on track.

Common Causes & Solutions

1. Bluetooth Connection

Cause: GEM requires an active Bluetooth connection to transmit data to your phone or tablet.

What to do:

• Ensure Bluetooth is turned on on your mobile device.

• Keep your GEM wearable within close range (typically under 10 feet).

• Open the GEM app and check the Bluetooth icon:

  • 🟡 Yellow icon = Disconnected

  • 🔵 Blue icon = Connected

• If disconnected, go to Profile > Manage Devices in the app and manually reconnect your GEM.

2. Low Battery

Cause: A low battery can interrupt data transmission and reduce functionality.

What to do:

• Check the GEM’s notification light:

  • 🔴 Flashing red = low battery

• Recharge the GEM using the included magnetic USB charging cable.

• When fully charged, the light turns green.

3. Delayed Data Sync

Cause: If Bluetooth was off or the GEM was out of range, syncing will be paused.

What to do:

• Re-enable Bluetooth and reconnect the GEM.

• Keep the app open for several minutes to allow the device to sync stored data.

• GEM stores up to 48 hours of readings, which will backfill once connected.

4. App Issues or Outdated Version

Cause: The app may need a refresh or update.

What to do:

• Force close and reopen the GEM app.

• Check your app store for the latest version and update if needed.

• If issues persist, log out and log back in to reset the session.

5. Outdated Firmware

Cause: Older firmware versions can interfere with data syncing.

What to do:

1. Open the app.

2. Go to Profile > Manage Devices.

3. Select your GEM and tap Update Firmware.

4. Ensure your GEM is fully charged before starting the update.

6. Improper Wear Placement

Cause: Incorrect sensor contact can prevent accurate readings.

What to do:

• Wear the GEM snugly on your wrist, with the sensor side touching your skin.

• Avoid wearing it over sleeves or loose fabric.

• Check the strap fit to ensure stable contact during use.

7. Bluetooth-Dependent Features

Cause: Some functions like Correct and personalized Protect require active Bluetooth.

What to do:

• Keep Bluetooth enabled throughout the day to ensure your GEM receives personalized updates and transmits biometric data properly.

Still Not Updating?

If you’ve tried all the above steps and your scores are still not updating, please contact Support