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Troubleshoot device sync

What each connection status means and what to do when a ride or recovery record doesn't arrive.

Updated 2026-10-15

What this is for

Use this when a ride or recovery record hasn't shown up, or a device shows a warning in Devices & apps.

Before you start

  • Make sure the ride finished and saved on your device, and that the device synced to its own app (for example, the Hammerhead or Wahoo app).
  • Open Devices & apps and find the device. Tap Me, tap the settings gear, then tap Devices & apps under Integrations. On the web: In the top bar, open the More menu, choose Account settings, then choose Devices & apps under Integrations. You can also go straight to neverchill.com/settings/integrations.

Check the status

What you see What it means What to do
Connected - waiting for the first sync Connected, but nothing has arrived yet. Finish a ride, or use Import history.
Synced with a time Working. Nothing.
Importing your history… Past rides are coming in. Wait. Big histories can take a while.
Sync delayed No sync for a while. See below.
Reconnect required Access expired or permissions changed. Tap Reconnect and sign in again.
Disconnecting A disconnect is in progress. Wait for it to finish.

[Screenshot coming soon]

If a ride is missing

  1. Open the device in Devices & apps and check the last sync time.
  2. Give it a little time. Some devices send rides right away, and others are checked on a schedule.
  3. If the ride is older, choose Import history in the app or Import past rides on the web.
  4. If it still isn't there, download the ride file from your device's own app and upload it. See Upload a FIT, GPX or TCX file.

Reconnecting or importing again never creates duplicates. NeverChill matches rides it already has.

Messages you might see

  • Access expired - reconnect to keep syncing. Tap Reconnect and sign in again.
  • (Device) connected without every permission it needs. Reconnect and allow them all. Tap Reconnect and leave every permission switched on.
  • (Device) didn't finish connecting. Try again. or That connect took too long. Try again. Start the connection again.
  • The last sync did not finish. We will keep retrying. NeverChill retries on its own. Check back later.
  • This integration is not available on your account. The device isn't open to your account yet.

Apple Health shows Sync delayed

Apple Health syncs from your iPhone, not from the cloud. If NeverChill hasn't heard from your phone for about 72 hours, it shows Sync delayed. Open the NeverChill app on your iPhone and tap Sync now on the Apple Health card. See Connect Apple Health.

Health Connect on Android works the same way: open the NeverChill app on your phone and tap Sync now on the Health Connect card. See Connect Health Connect on Android.

The ride arrived but looks unfinished

If it says Processing…, see My activity says Processing.

Troubleshooting history imports

  • A history import that stayed on Importing your history… forever was fixed in version 2026.9.14 (Hammerhead). Check your version first. See Check your version and report a bug.

Still stuck? In the app, go to Settings and tap Report a bug or idea under Help. On the web, choose Send feedback from the More menu.

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