CARROT FAQ

1. The CARROT app on my iPhone crashes or doesn't launch when I attempt to open it - how can I fix this?

2. I have an Android but am getting zero steps (or no steps or not receiving credit for all my steps) – what should I do?

3. CARROT is not counting my steps - what can I do?

4. I'm not seeing my steps data on the activity screen - What should I do?

5. I have an iPhone and am getting an Apple Health error message ("HealthKit Error Code: 3"). What Should I do?

6. I use an iPhone and instead of seeing my goal and steps, I'm getting a "No Data" message on the activity screen. What should I do?

7. I use an iPhone and get an error message that my background app refresh is unavailable, but when I go into my CARROT app settings, background refresh is showing to be enabled, but in fact the whole background refresh is disabled - I cannot turn it on or off. What can I do?

8. I've received a "CB" Error" message on the CARROT app - what should I do?

9. I'm not seeing my Reward Points and/or Goal Coins - What should I do?

10. Why isn't CARROT getting steps data from my Apple Watch?

11. I have an iPhone and my goal is now 1,500 steps per day - this is definitely an error. What Happened?

12. Why is my steps data in my iPhone's Apple Health app different than what was visible/entered in the CARROT app?

13. I'm receiving a "Google Play Services" error message when I try to use CARROT - what do I need to do?

14. What is "Refer & Earn"?

15. Can I use a fitness tracker, such as Fitbit, with CARROT?

16. If I choose to use a Fitbit, what do I need to know?

17. I linked my Fitbit, but CARROT doesn't appear to be receiving steps data from Fitbit - how can I make sure I'm receiving credit for Fitbit steps?

18. I have a fitness tracker, but it's not a Fitbit - can I use it with CARROT?

19. I have an Android phone and a Garmin tracker – can I use my Garmin’s data on CARROT?

20. Can I use my Under Armour tracker (UA Record) data with CARROT on my iPhone?

21. How is my daily goal determined?

22. Can I adjust my daily goal?

23. I’m trying to install CARROT on my Android so I can join my employer’s wellness program. I know that I need to enter my work email to join wellness, but CARROT is also asking for a Google account and also gives me the option to use my phone number or Facebook. What do I need to do?

24. How do I join a CARROT Health & Wellness program?

25. I tried to join a wellness program but received a "Member email not found or already taken" message when I tried to enter by email - what happened?

26. Why am I getting an "email not valid" warning when I try to join a wellness program?

27. Why am I getting a "member email not found or already taken" error message when I try to join a wellness program?

28. Why can't "Guest" users join wellness programs?

29. How do I make sure I have the latest version of the app?

30. How can my employer sign up to use CARROT Health & Wellness?

31. How do I purchase rewards with my Reward Points or Goal Coins?

32. I just purchased a reward on CARROT - how long should it take to receive my digital gift card?

33. I recently purchased a reward on CARROT but have changed my mind - can I cancel my purchase? Can I get my points/coins refunded?

34. I'm not seeing all the same rewards my friend are seeing - why is that?

35. I recently switched departments at work - how do I change departments on the CARROT Leaderboard?

36. What is a CARROT Survivor Challenge?

37. Why are Fitbit users cautioned about using their device during CARROT Survivor Challenges?

38. Despite the risk of not prompty reporting steps data, I still want to use my Fitbit during CARROT Survivor Challenges - what do I need to know?

39. I'd like to use a fitness tracker (or fitness app) other than a Fitbit for a Survivor Challenge - what do I need to know?

40. Will I be able to use CARROT on my smartphone?

41. Can I use CARROT on my tablet?

42. How do I transfer my CARROT account to a new phone?

43. Can I still receive credit for the steps I take while my phone is offline, such as in airplane mode? I'm still having issues that aren't addressed here - how can I contact CARROT?

44. What happens if I log out or delete the app?

45. Can manual wheelchair users compete for CARROT rewards?

46. What is an "Unlockable Reward"?

47. There is an unlockable reward that says it takes 3 days to unlock, and I have made by goal the last 3 days - why is it still locked? Shouldn't I be able to buy this locked reward?

48. What are CARROT Reward Points?

49. What are CARROT Goal Coins?

50. How do businesses sign up to offer CARROT rewards?

51. How Can I get my favorite businesses to offer CARROT rewards?

52. Will CARROT be able to post to my Facebook page if I sign up using that account?

53. I received a message from CARROT on my lock screen, but it disappeared when I unlocked my phone - how can I retrieve the message?

54. I'm still having issues that aren't addressed - how can I contact CARROT?




  1. The CARROT app on my iPhone crashes or doesn't launch when I attempt to open it - how can I fix this?
A: There are two likely causes of this: (1) a poor internet connection at the time you attempt to open the app, or (2) a location services error. If the issue is related to a poor internet connection, please close the app, and then re-start CARROT when you have a reliable data/Wifi connection. To correct for location services, go to your phone’s Settings, tap on “CARROT”, and then make sure Location is set to either “While Using the App” or “Always”.
2. I have an Android but am getting zero steps (or no steps or not receiving credit for all my steps) – what should I do?
A: Google recently made unexpected changes to GoogleFit which is where all steps data is stored. You may find it helpful to open the CARROT “Settings” (by tapping on the top-left menu button), then scrolling to the bottom of the screen and tapping on “CHANGE FITNESS ACCOUNT”. At that point you should select the Google account which is associated with your GoogleFit account. Then return to your Activity screen and refresh.

If this does not appear to help resolve the issue, please return to CARROT “Settings” and toggle ‘off’ the “Google Fit Cloud Sync” option; return to your Activity screen and pull down firmly to refresh the app. Then return to “Google Fit Cloud Sync”, toggle the option back ‘on’, then return your Activity screen and refresh again.

If you have done this and believe the steps data displayed is still not current, we recommend that you download the free GoogleFit app. Once you have the GoogleFit app, you should download and refresh that app before opening and refreshing CARROT. There may be a slight delay before the GoogleFit cloud reports your activity data to CARROT.

Here's the link to the GoogleFit app: https://play.google.com/store/apps/details?id=com.google.android.apps.fitness&hl=en
3. CARROT is not counting my steps - what can I do?
A: First, please be sure your phone meets the requirements to receive steps data (see FAQ #40: “Will I be able to use CARROT on my smartphone?”). If your phone does meet the minimum requirements, please be sure you have the latest version of CARROT Wellness on the Apple or Google Play Store.

If you use an iPhone, please go to your phone’s “Settings”, then tap on “Privacy”, then tap on "Motion & Fitness". Please be sure "Fitness Tracking" is toggled on for Apple Health (and for any other fitness app or trackers, such as a Fitbit, that you may be using).

If you use an Android, you should make sure that you’ve linked a valid Google account to your CARROT account for the purpose of sharing the steps data that is stored in the GoogleFit cloud. That is why it’s important that you link your CARROT account to one of your Google accounts during the sign-up process. If you do not think the proper Google account is linked with CARROT, open the CARROT “Settings” (by tapping on the top-left menu button), then scrolling to the bottom of the screen and tapping on “CHANGE FITNESS ACCOUNT”. At that point, you should select the Google account which is associated with your GoogleFit account. [NOTE: If you are a participant in a CARROT Wellness program, this is NOT where you enter your work email address -- this is where you enter a valid GOOGLE email address.] Then return to your CARROT Activity screen and refresh.
4. I'm not seeing my steps data on the activity screen - what should I do?
A: First, if you’ve never received steps data on CARROT, be sure your phone meets the requirements to receive steps data (see FAQ #40: “Will I be able to use CARROT on my smartphone?”).The most likely cause of this issue is launching the app while having a poor data connection. Please be sure you have a good wifi/data connection before attempting to reopen the app. If you have a reliable connection, refreshed the app and still do not see activity data, please follow these steps:

If you use an iPhone and have received steps data in the past but do not see it now, open the Apple Health app, tap on “Sources” from the bottom menu, then select CARROT from the list of apps and be sure the options to allow CARROT to “Read” and “Write” data are turned on. Then return to CARROT and pull down on the activity screen to refresh. If you still do not see steps data, go to your iPhone's Settings, tap on "Privacy", them tap on "Motion & Fitness" to make sure Fitness Tracking is enabled for "Health" and any other fitness tracking apps/devices you are using.

If you have an Android and have received steps data in the past but do not see it now, you should:
  1. Tap on the top-left menu button and note your 5-digit CARROT ID number.
  2. Log out and log back into CARROT, but be sure to log back in using the same method you originally used (either your phone number of Facebook) to create your account.
  3. Tap on the top-left menu button to confirm that it is the same 5-digit CARROT ID number.

If you follow these steps and you still do not see data, please contact support@carrotpass.com (and be sure to include your five-digit CARROT ID number).
5. I have an iPhone and am getting an Apple Health error message ("HealthKit Error Code: 3"). What Should I do?
A: For some reason, it appears that the connection between your “Apple Health” app and CARROT has been severed. To address this, please close CARROT, then open your Apple Health app. Tap on “Sources”, then go to the list of apps and tap on “CARROT”. Be sure to allow CARROT to “WRITE” and “READ” steps data. If you see that they are already on (green), please toggle them ON and OFF.

Then re-open CARROT and refresh the app by pulling down on the Activity Screen. NOTE: If you see a screen that gives you the chance to turn on “Pushes” and “Wheelchair User”, please tap “Don’t Allow” in the top-left corner, then refresh CARROT. (If you are a wheelchair user, you can choose to select and allow those options.)
6. I use an iPhone and instead of seeing my goal and steps, I'm getting a "No Data" message on the activity screen. What should I do?
A: You need to restore the connection between your “Apple Health” app and CARROT. To address this, please close CARROT, then open your Apple Health app. Tap on “Sources”, then go to the list of apps and tap on “CARROT”. Be sure to allow CARROT to “WRITE” and “READ” steps data. If you see that they are already on (green), please toggle them ON and OFF.

Then re-open CARROT and refresh the app by pulling down on the Activity Screen. NOTE: If you see a screen that gives you the chance to turn on “Pushes” and “Wheelchair User”, please tap “Don’t Allow” in the top-left corner, then refresh CARROT. (If you are a wheelchair user, you can choose to select and allow those options.)

If you still do not see steps data, go to your iPhone's Settings, tap on "Privacy", them tap on "Motion & Fitness" to make sure Fitness Tracking is enabled for "Health" and any other fitness tracking apps/devices you are using.
7. I use an iPhone and get an error message that my background app refresh is unavailable, but when I go into my CARROT app settings, background refresh is showing to be enabled, but in fact the whole background refresh is disabled - I cannot turn it on or off. What can I do?
A: Please go to your phone’s “Settings”, tap on “General”, then tap on “Background App Refresh”. At the top of the screen, toggle on the master switch to enable background app refresh for all of your phone’s app. On that screen you can then scroll through your list of apps to turn off background app refresh individually – but please be sure background app refresh for CARROT remains turn on.

8. I've received a "CB" Error" message on the CARROT app - what should I do?
A: If you receive this message, it’s likely that CARROT tried to launch but had difficulty connecting to the server. You should log out of the CARROT app – you will find this option by tapping on the menu button. (If you see a "DELETE ACCOUNT" option rather than "LOG OUT", please go ahead and delete the account.) Then, while you have a good internet connection, log back into CARROT using the same method (either your phone number or Facebook) you originally used to set up your account. Your CARROT account should then be fully restored.
9. I'm not seeing my Reward Points and/or Goal Coins - what should I do?
A: CARROT most likely tried to launch while there was a poor internet connection. Be sure you have a good data connection and have “Cellular Data” turned on under your phone’s CARROT app settings, then close and reopen the app. If you still do not see your points/coins, go to the CARROT “Settings” screen and verify that you are currently logged in (either through Facebook or your phone number) with the same account you originally established.

If you have followed these steps and still do not see your points/coins, please log out of the CARROT app – you can do this by tapping on the menu button. (If you see a "DELETE ACCOUNT" option rather than "LOG OUT", please go ahead and delete the account.) Then, while you have a good internet connection, log back into CARROT using the method (either Facebook or your phone number) you originally used to set up your account.

If you were signed in as a “Guest” (anonymous account), it is possible that you logged out of the app. If you are enrolled in a CARROT Wellness program (verified with your work email address), our staff can attempt to recover your lost data. To do this, please sign into CARROT using your phone number or Facebook, note your CARROT ID# (you can find it by tapping the menu button), and send your CARROT ID# and work email address to support@carrotpass.com (please enter “Wellness user can’t see points” in the subject line).

If you were a “Guest” user who was not enrolled in a wellness program, it will not be possible to recover your lost credits. (“Guest” accounts, by definition, are not permanent accounts and cannot be secured.) If this is the case, please reinstall CARROT and sign in using your phone number or Facebook to secure your new account.
10. Why isn't CARROT getting steps data from my Apple Watch?
A: To make sure your Apple Watch’s steps data is reporting to Apple Health, go to your Health app, tap on “Sources” from the bottom menu, then tap on “Steps”. You should then see entries where Watch has reported steps data to Health.
If you do NOT see any reports of steps data from Watch to Health:
  1. Make sure your iPhone’s Bluetooth is turned on so it can receive steps data from Apple Watch.
  2. Go to your Watch app, tap on “Privacy”, then tap on “Motion & Fitness” and make sure “Fitness Tracking” is enabled.
If you DO see that Health has received steps data from Apple Watch:
Open your Apple Health app, tap on “Sources”, then go to the list of apps and tap on “CARROT”. Be sure to allow CARROT to “WRITE” and “READ” steps data. If you see that they are already on (green), please toggle them ON and OFF.

Then re-open CARROT and refresh the app by pulling down on the Activity Screen.
11. I have an iPhone and my goal is now just 1,500 steps per day - this is definitely an error. What happened?
A: It looks like your Apple Health app is no longer sharing steps data with CARROT. Please open your Apple Health app, tap on "Sources" from the bottom menu, and allow Health to share steps data with CARROT. (Please be sure you allow CARROT to Write Data as well as Read Data.) Then return to CARROT and pull down on the activity screen to refresh. (If you prefer, you can simply close the app and then reopen it to refresh.)

If you still do not see steps data, go to your iPhone's Settings, tap on "Privacy", them tap on "Motion & Fitness" to make sure Fitness Tracking is enabled for "Health".
12. Why is my steps data in my iPhone's Apple Health app different than what was visible/entered in the CARROT app?
A: If you use a tracking device (such as an iWatch, Fitbit, etc.) or if you have another fitness app on your phone, those gross step totals are reported to Apple Health, and then CARROT taps into your Apple Health app to give you credit for the single source that reports the most steps each day. It also does not allow manual inputs (if any are made to Apple Health or any other fitness app).

If you open your Apple Health app, tap on "Activity", then tap on "Steps", you'll be presented with the option to "Show All Data". You can then tap on any day and see the specific, individual steps entries into your Apple Health app. The icon on the left identifies the source of each entry. (If you use a Fitbit, an orange CARROT icon will be displayed next to Fitbit steps entries.)

If Apple Health and CARROT are displaying different step totals, it's likely that there is more than one source reporting steps data to your Apple Health app -- so you are seeing the gross total of steps from ALL sources. Again, CARROT will look at all of those sources and give you credit for the single source that reports the most steps each day.
13. I'm receiving a "Google Play Services" error message when I try to use CARROT - what do I need to do?
A: Google Play services is used to update Google apps and apps from Google Play. Google Play services also enhances your app experience. It speeds up offline searches, provides more immersive maps, and improves gaming experiences. Apps may not work if you uninstall Google Play services. Here is a link to a YouTube video that shows you how to address the issue you're having with the Google Play services on your phone: Once you've completed these steps, please relaunch CARROT.
14. What is "Refer & Earn"?
A: CARROT’s patented algorithm uses your personal activity history to determine a daily steps goal for you. Your steps goal will update each day, but your daily goal will never be greater than 10,000 steps.
15. Can I use a fitness tracker, such as a Fitbit, with CARROT?
A: If you use an iPhone, we strongly recommend the use of an Apple Watch to count steps. If you have an Android or would prefer to use a different device, we recommend using a Fitbit. Fitbit is fully integrated with CARROT for both iPhone and Android, and it has demonstrated itself to be reasonably consistent in reporting steps data.
16. If I choose to use a Fitbit, what do I need to know?
A: The most important thing you’ll need to know is your Fitbit login info. To link your Fitbit, tap on the CARROT menu button, go to “Settings” and tap on the “Link Fitbit” button. You will then need to log into your Fitbit account. After linking your Fitbit, CARROT will automatically accept the steps data from the device that has the greatest number of steps each day (either your phone or Fitbit). IMPORTANT: You should open your Fitbit app and sync steps data before opening CARROT each day.
17. I linked my Fitbit, but CARROT doesn't appear to be receiving steps data from Fitbit - how can I make sure I'm receiving credit or Fitbit steps?
A: You should be sure to sync your Fitbit app with your Fitbit device BEFORE opening the CARROT app each day. If you have done this and CARROT is still not receiving Fitbit data, there is another likely explanation. At least once per month, Fitbit requires that you allow permission for apps (such as CARROT) to continue using Fitbit data. If you did not receive or see Fitbit’s permission notification, the connection between Fitbit and CARROT could be temporarily severed. If you follow these steps, the apps should be properly reconnected:
  1. On the CARROT "Settings" screen, tap "Unlink Fitbit" button and confirm unlink.
  2. Close the CARROT app.
  3. Go to Fitbit.com and log in to your account.
  4. Go to "Settings" and tap on the "Applications" menu item.
  5. Under "Applications" you should see a listing for "Carrot Pass"; Tap on the "Revoke Access" button, then log out of Fitbit.
  6. Open CARROT, return to "Settings", and tap on the "Link Fitbit" button. You will then be prompted to log in to your Fitbit account (do so), and then tap the "Allow" button to give CARROT the ability to access your activity and exercise data. Then "Open in CARROT" to return to the CARROT Settings Screen.
18. I have a fitness tracker, but it's not a Fitbit - can I use it with CARROT?
A: Many CARROT users have had success in using wearable devices other than Fitbits, but based on your phone’s operating system, the tracker used and its mobile app, success varies greatly. Misfits, for example, currently work extremely well with iPhones, but their app does not currently reports data reliably to GoogleFit, so we would recommend that Android users do NOT use a Misfit.

To use the steps data from a wearable tracker (other than a Fitbit), go to the wearable device’s app and then connect/share/sync your steps data with Apple Health (iPhone) or Google Fit (Android). You should open your device’s app to sync steps data before opening CARROT each day.
19. I have an Android phone and a Garmin tracker – can I use my Garmin’s data on CARROT?
A: Garmin does not currently share steps data with GoogleFit, so the assistance of a free third-part app is needed (we recommend Strava, although we understand others such as MyFitnessPal may also work). By adding the Strava app, you can earn credit on CARROT for all the steps your Garmin is counting for you.
To do this, please follow these steps:
  1. Add the Garmin Connect and Strava apps to your Android phone.
  2. In the "Settings" of your Strava app, connect it to Google Fit (it will show up automatically in your settings menu).
  3. Using a web browser, log-in to your Strava account and click on the plus sign at the top-right, on the option that says "Upload Activity."
  4. On that page, you should see a link to Garmin with a box that says "Get Started." Click "Get Started" and follow the instructions. You will be taken to a Garmin pop-up that will authorize the sync to and from Strava.

At that point, the connection is complete. CARROT will collect your steps data from GoogleFit, who got them from Strava, who got them from Garmin. (This may not be an elegant solution, but until Garmin and Google decide to play nicely, this works!) And please be sure to sync your Garmin app with your device before opening CARROT. You should periodically open/refresh/sync your Strava app as well.
20. Can I use my Under Armour (UA Record) data with CARROT on my iPhone?
A: In order to link your UA Record account to the Apple Health app, open the Record app and tap the "UA Sync" icon in the top right of the dashboard. Then scroll to select "Apple Health", tap "Connect", toggle permissions for all data to the "on" position, then tap "Allow".
21. How is my daily goal determined?
A: CARROT’s patented algorithm uses your personal activity history to determine a daily steps goal for you. Your steps goal will update each day, but your daily goal will never be greater than 10,000 steps.
22. Can I adjust my daily goal?
A: Your personalized steps goal was determined by CARROT as a way to encourage you, on a personal level, to lead a more active lifestyle. To prevent people from “gaming” the app and taking shortcuts to receive rewards, CARROT sets all daily steps goals and does not allow for user input, adjustments or modifications. Following the CDC's recommended level of daily activity, your personal daily goal will never exceed 10,000 steps.
23. I’m trying to install CARROT on my Android so I can join my employer’s wellness program. I know that I need to enter my work email to join wellness, but CARROT is also asking for a Google account and also gives me the option to use my phone number or Facebook. What do I need to do?
A: You are referencing the three different parts of the android signup process:
  1. When you first install the app, you are asked to link a valid Google account for the purpose of allowing CARROT to receive steps data from GoogleFit. This is unique to Android users -- you must select an account that belongs to you (it's typically a personal Gmail account). This step allows your CARROT app to get activity data from GoogleFit where your steps data is stored.
  2. When logging in to the app, you are asked to log in with either your PHONE NUMBER (recommended) or your Facebook account. This steps creates a secure CARROT account for you.
  3. Finally, in order to see all of your employer's exclusive rewards on the app, you must enter your work email address on the "Wellness" tab. Once you have completed this and clicked on the verification link, you have access to all of your employer’s rewards. By completing these steps, you will have a secure CARROT account that will receive reliable steps data and have access to your employer's rewards. These steps must only be completed once, during the sign up process.
24. How do I join a CARROT Health & Wellness program?
A: If your employer is sponsoring a CARROT Health & Wellness program, open the CARROT app, scroll over to the “Wellness” tab and enter your work (not personal) email address. (The “Wellness” tab is located to the right of the “Activity” tab.) You will then be sent an email from CARROT Pass containing a verification link; tapping on that link will complete your enrollment. At that point, you can return to CARROT and refresh to see your employer’s rewards.
25. I tried to join a wellness program but received a "Member email not found or already taken" message when I tried to enter by email - what happened?
A: First, be sure you are entering your work (not personal) email address. Second, if you previously attempted to join a wellness program (within the past 24 hours) and entered your valid (work) email address, check your inbox for a verification email from CARROT Pass. (If you don’t see it, be sure to check your spam folder.) If this is your valid work email address and it has been more than 24 hours since you last tried to join a wellness program, press the “Resend” button and a new verification email will be sent to you.
26. Why am I getting a "member email not found or already taken" error message when I try to join a wellness program?
A: If you get this message, please take the following steps:
  1. Log into CARROT using your phone number or Facebook, and then note your five-digit CARROT ID# (it’s found by tapping on the menu button).
  2. Send an email to support@carrotpass.com with the subject line “Wellness member email not found or taken”. Please also include your work (wellness) email address as well as your CARROT ID#.

The CARROT Support Team will use this information to resolve your issue.
27. Why am I getting an "email not valid" warning when I try to join a wellness program?
A: There are different reasons you may be receiving this message. First, be sure you entered your COMPLETE work email address, including the full domain (“@yourcompanyname.com”, etc.) Also, you may be receiving this message if there is a space (perhaps at the beginning or end of your entry), so please check to eliminate any extraneous spaces.
28. Why can't "Guest" users join wellness programs?
A: “Guest” accounts are unsecured (temporary) accounts – if you delete the app, you will lose everything you have earned, including Reward Points and Goal Coins. Because these accounts are unsecured, “Guest” users cannot join a CARROT Health & Wellness program. To permanently secure your account, you simply need to link your CARROT account with your Facebook account or sign in using your phone number. To link either of these, tap on the menu button (top left corner of the app) and go to “Settings”.

To link your phone number, tap the “Link Phone Number” button. When you enter your phone number, you’ll receive a confirmation text with a 6-digit code – by entering that code, you will secure your account and protect the points and coins you’ve earned (and will earn in the future!)
29. How do I make sure I have the latest version of the app?
A: Go to the Apple or Google Play Store and search for "CARROT Wellness." Or you can follow this direct link: http://onelink.to/CARROT
30. How can my employer sign up to use CARROT Health & Wellness?
A: Creating a CARROT program is quick, easy, and extremely affordable. Please ask your primary HR or wellness rep to visit http://www.carrotpass.com/wellness/. They can also launch their own CARROT Pilot Program by entering their work email address into the “Wellness” tab (they will be emailed instructions on how to complete the launch of their own CARROT program).
31. How do I purchase rewards with my Reward Points or Goal Coins?
A: Go to any of the tabs on CARROT and scroll through the posted rewards. Tapping on the reward of your choice opens a purchase screen where, if you have enough “CARROT currency”, you can complete your purchase of that item. All rewards require that you provide your email address to receive your reward so that you can be sent a confirmation email. The purchase of physical goods will require that you provide a valid shipping address.
32. I just purchased a reward on CARROT - how long should it take to receive my digital gift card?
A: You should receive a confirmation email for any purchased reward item, including e-Gift Cards, almost immediately. Please be sure to check the email inbox that is associated with the award you purchased, and if you don’t see an email from CARROT Wellness (“@azure.com”), please check your spam folder. If you do not receive your confirmation email within one hour, please contact us at support@carrotpass.com (please enter “Didn’t Receive Confirmation E-mail” in the subject line and provide the details of your purchase).

Your e-Gift Card should arrive within one hour of your purchase, and it will come from Tango (the exact address is “noreply@tangocard.com” – you may want to add this to your approved emails list). If you do not receive your e-Gift Card within 24 hours, please contact us at support@carrotpass.com (please enter “Didn’t Receive eGift Card” in the subject line).
33. I recently purchased a reward on CARROT but have changed my mind - can I cancel my purchase? Can I get my points/coins refunded?
A: It is not possible for purchased rewards to be refunded. All sales on CARROT are final.
34. I'm not seeing all the same rewards my friends are seeing - why is that?
A: To ensure that CARROT users are receiving rewards that are most relevant to them, many of the rewards provided by CARROT and CARROT merchants are displayed by location. So please be srue you've allowed location services to CARROT in your phone's app settings so you receive nearby rewards available to you.
35. I recently switched departments at work - how do I change departments on the CARROT Leaderboard?
A: Although there currently is no way for you to make the change on the app, the CARROT staff would be happy to make that change for you. Simply contact us at support@carrotpass.com (please enter "Switch Leaderboard Team" in the subject line).
36. What is a CARROT Survivor Challenge?
A: CARROT Survivor is a “last man standing” competition that challenges all contestants to make their personal activity goal every day – fail to meet your goal and you’re eliminated. The winner is the last remaining contestant with his/her goal streak intact. Survivor Challenges are posted periodically and may be hosted by CARROT or an employer (for its wellness program participants.)
37. Why are Fitbit users cautioned about using their device during CARROT Survivor Challenges?
A: As a participant in a Survivor Challenge, you must report your previous day’s activity by opening and refreshing the CARROT app each morning. This must be completed BEFORE 12:00 NOON ET each day; failure to do so will eliminate you from the competition. If you want to use the steps data from a Fitbit, you do so at your own risk, because the Fitbit cloud (where Fitbit data is stored) can be inconsistent in terms of how long it takes to report steps data to CARROT. Using a Fitbit means there is a chance you may not be credited with the previous day’s steps data until AFTER the noon deadline, leading to your disqualification from the challenge (even if CARROT learns later that you did meet your goal).
38. Despite the risk of not prompty recording steps data, I still want to use my Fitbit during CARROT Survivor Challenges - what do I need to know?
A: If you do choose to use a Fitbit, we recommend that you open and refresh your Fitbit app AS EARLY AS POSSIBLE each morning. Many CARROT users have reported that syncing can take a significant amount of time, but syncing must be fully completed before opening and refreshing CARROT – but you MUST complete the entire process BEFORE 12:00 NOON EASTERN TIME or you will be disqualified.
39. I'd like to use a fitness tracker (or fitness app) other than a Fitbit for a Survivor Challenge - what do I need to know?
A: If you use a tracker other than Fitbit, you must sync that device's data before opening CARROT. We recommend you do this as early as possible each day.

If you use a companion activity app (such as Pacer) to track steps, you must open and refresh that app before opening and refreshing CARROT each morning.
40. Will I be able to use CARROT on my smartphone?
A: The vast majority of iPhones and Android models are supported:

FOR iPHONE: iOS 8.1 and above is needed to gather CARROT Reward Points. To earn Reward Points for walking, you must have iPhone5s and above. For earlier versions of iPhone, a wearable device is needed to get Reward Points for walking. CARROT is supported on iPhone 4s and above.

FOR ANDROID: To earn CARROT Reward Points for walking, your phone must have KitKat 4.4.x and above operating system with supporting hardware. Android devices supported include the Samsung Galaxy S4 and above; HTC One M7 and above; Motorola Moto X and above.
Note: Some CARROT users with older phones have found success using the "Pacer" pedometer app, which is free on the iTunes and Google Play Stores, to receive credit for steps. For iPhone users, you must be sure to allow Pacer to share steps data (both "read" and "write") with Apple Health.
41. Can I use CARROT on my tablet?
A: For CARROT users looking to earn rewards for walking, the short answer is ‘no’.
42. How do I transfer my CARROT account to a new phone?
A: You MUST have a secure account – created either through your phone number or Facebook – to transfer everything you have earned to a different phone. (Do NOT log off of CARROT or delete the app on your old phone until you have created a secure account.) Then download the CARROT app onto your new phone and sign in using your existing account information.
43. Can I still receive credit for the steps I take while my phone is offline, such as in airplane mode? I'm still having issues that aren't addressed here - how can I contact CARROT?
A: CARROT does not use GPS to count steps - it uses the microprocesssor in your phone's chip to extract the steps you take with your phone - so you will receive credit for your steps as long as your phone is on. However, until the connection with the CARROT server is restored, you will not be able to view your current steps data, earned coins/points, or make reward purchases.
44. What happens if I log out or delete the app?
A: If you are signed into CARROT as a “Guest” (formerly “Anonymous”), you will lose your account, including Reward Points and Goal Coins earned, if you log out of CARROT or delete the app. That’s why it is IMPORTANT to create a secure account as soon as possible either through Facebook or your phone number.

If you are securely signed into CARROT with either your phone number of Facebook, you can log out of the app at any time… but you MUST sign back into CARROT using the SAME method (phone number or Facebook) that you used to create your account. HELPFUL HINT: It is best to stay logged into CARROT at all times. The app can remain closed as long as you like, but it always best to stay logged in to minimize the chances of being disconnected from your account.
45. Can manual wheelchair users compete for CARROT rewards?
A: Manual wheelchair users can fully participate in the CARROT program through the use of an iPhone and Apple Watch. Manual wheelchair users are rewarded for “pushes”, rather than “steps”, with goal coins and reward points earned by meeting daily personalized goals based on the user’s activity history. The user must select the “wheelchair” and “pushes” options in Apple Health, and the iPhone’s “Activity” app wheelchair settings must also be selected. Thanks to these new Apple innovations and CARROT’s proprietary program, manual wheelchair users can now compete with all other participants in Survivor Challenges and in all other aspects of CARROT.
46. What is an "Unlockable Reward"?
A: Unlockable Rewards require that you complete a specified personal goal streak (4 days, 7 days, etc.) to “unlock” the reward. This reward will be available for purchase after you complete the required goal streak. Note that the number displayed on the padlock indicates the NUMBER OF DAYS STILL NEEDED to unlock the reward. Please be advised that if you do not meet your goal one day, the process restarts from the beginning and the reward once again locks.
47. There is an unlockable reward that says it takes 3 days to unlock, and I have made by goal the last 3 days - why is it still locked? Shouldn't I be able to buy this locked reward?
A: The number indicated on the locked reward is the number of days STILL NEEDED to unlock that reward. For example, if you have made your goal the last three days and wish to purchase a reward that requires a 6-day streak, the reward would say "3" -- and if you make your goal again today, it would change to a "2". But if you don’t make your goal any one day – even once you’ve unlocked the reward – the reward re-locks from the beginning and reverts to the original requirement. (In this example, the number displayed for the reward would be a "6".)
48. What are CARROT Reward Points?
A: Users earn one CARROT Reward Point for each step they take. They can also earn Bonus Reward Points (from 500 up to 5,000) for visiting a CARROT-registered business with a CARROT iBeacon. (Note: You must have Bluetooth enabled to receive Bonus Reward Points.)
49. What are CARROT Goal Coins?
A: Registered participants in a CARROT Health & Wellness Program earn one Goal Coin each time they meet their personalized daily activity goal. (This feature is only available to registered participants of CARROT Health & Wellness programs.)
50. How do businesses sign up to offer CARROT rewards?
A: Businesses interested in offering rewards and joining the CARROT Merchant Network should visit http://www.carrotpass.com/merchant.
51. How can I get my favorite businesses to offer CARROT rewards?
A: By using CARROT’s “Maps” feature, you can select local businesses and tap the “Request This Merchant” button. Or, you can use the direct approach – and ask the business owner to check out carrotpass.com!
52. Will CARROT be able to post to my Facebook page if I sign in using that account?
A: Signing into CARROT using your Facebook account protects your account and allows you to keep all of the Reward Points and Goal Coins you’ve earned, even if the app is deleted. CARROT does NOT post to users’ Facebook pages. Your personal information is safe and never shared with others.
53. I received a message from CARROT on my lock screen, but it disappeared when I unlocked my phone - how can I retrieve the message?
A: Unfortunately, lock screen notifications are temporary and they are not saved on the app. Once you swipe open a notification or unlock your phone, those messages disappear.
54. I'm still having issues that aren't addressed here - how can I contact CARROT?
A: We know that in the world of mobile technology, some unexpected things can happen, and we want your experience with CARROT to be a great one. If you need additional assistance, please contact us at support@carrotpass.com. It would be helpful if you could include your CARROT Account ID Number (you’ll find it by tapping the menu button in the top-left corner) as well as the info you used (Facebook ID or phone number) to set up your CARROT account.