Sometimes the plumbing gets stuck! Here are the recommended steps to resolve the most common sync issues.

We've listed these steps from the least intrusive to the most intrusive, so try each step one-at-a-time before proceeding. 

If you have any questions throughout this process, please reach out to our support team here, or use the little blue circle with the white smiling message icon in the lower right corner of the app, and we'd be happy to help.

1: Ensure you have the latest version of the Keto-Mojo app: 

You can check this on the Keto-mojo Settings page by tapping the gear icon in the Keto-Mojo app at the very bottom. Compare your installed version against the latest version from iTunes or Google Play. If necessary, please update the app. 

Once complete, go into the Keto-mojo Settings (gear icon in the top right of the Keto-mojo app) and tap Connect to our Partners, then tap Heads Up and tap the Upload button: 

2. Update the Heads Up app:
To update the Heads Up app, please follow the following steps:

You can check your installed version against the latest from iTunes and/or Google Play.

3.  Clear data from your Heads Up account:

If you are still having sync issues, please login to your Heads Up account from a desktop or laptop browser (Chrome or Safari) and delete all Keto-Mojo data from your account per the screenshot below.

If you don't have access to a desktop or laptop browser, skip to the next step.

Once complete, go into the Keto-mojo Settings (gear icon in the top right of the Keto-mojo app) and tap Connect to our Partners, then tap Heads Up and tap the Upload button:

4. Clear data from the Keto-Mojo app: 

Go into the Keto-mojo Settings (gear icon in the top right of the Keto-mojo app), scroll to the bottom and tap Readings Data:

Next: Find Create Local Backup and tap Backup:

This will create a local backup on your device to ensure you don't accidentally lose any data while completing the following clear data process. In the event your data doesn't successfully re-sync after the clear data process, please return to the screen shown below and tap Restore.

Note: The Keto-Mojo device stores up to 1,000 readings in memory. If you think you have more than 1,000 readings on your device, please don't skip this step.

Next: Find Clear All Readings and tap Clear:

After clearing out your data, close the settings screen to return to the Keto-mojo home page, get your Keto-mojo device ready to sync and tap Sync in the lower left of the Keto-mojo home page to re-sync all data from the device's memory.

Once complete, go into the Keto-mojo Settings (gear icon in the top right of the Keto-mojo app) and tap Connect to our Partners, then tap Heads Up and tap the Upload button:

Head over to the Heads Up app and refresh the view to check for new data. To refresh on mobile pull down on the dashboard screen. To refresh on a web browser us the reload icon in the browsers top menu bar.

5. Refresh your credentials: Many sync issues can be caused by invalid or expired credentials. Credentials expire periodically to ensure your connection is safe and secure, this is expected and common security practice among software services. The easiest way to fix this is to disconnect and reconnect your Heads Up account inside the Keto-Mojo app. 

Go into the Keto-mojo Settings (gear icon in the top right of the Keto-mojo app) and tap Connect to our Partners, then tap Heads Up and tap the Logout button:

Once logged out, log back in:

Toggle Auto upload data after sync to green (this allows your Keto-mojo data to sync Heads Up automatically after the sync between your Keto-mojo Meter and the Keto-mojo App is complete), then press Log In:

On the Log In screen sign in using the same email and password you use to sign into your Heads Up account:

Success: If you entered your credentials in correctly you will get a Success message, press OK:

If you chose the option Auto upload data after sync the connection is complete, you can now head over to the Heads Up and start organizing your data. For help in setting up tiles on the mobile app, please review the article: How to set up tiles on the mobile app.

If you opted out of the Auto upload data after sync option, you will need to return to the Keto-mojo Settings page, tap Connect to our Partners, tap Heads Up and tap Upload:

You should then see date and time in the Upload section indicating the time of the last Upload to Heads Up:

Another important note, if you do not have any readings to upload, or your readings

After you've logged in again, close the settings screen, tap 'Upload' and refresh your Heads Up account to check for new data.

6. Delete and re-install both apps: If all else fails, please delete the Keto-Mojo app and the Heads Up apps from your phone. Download both again from iTunes or Google Play. Sync the Keto-Mojo app with the meter and then upload again to Heads Up.

Need Help?

If you have any questions, please reach out to our support team here, or use the little blue circle with the white smiling message icon in the lower right corner of the app for further assistance.

Thank you!

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