Stops counting steps while listening to music

Kim Terge
Kim Terge Registered Users Posts: 1
Apprentice Seeker
edited January 24 in TomTom Sports
My watch has suddenly started not to count steps when I use my watch to listen to music, anyone know what could be wrong or how I have solved the problem


  • tfarabaugh
    tfarabaugh Posts: 16,948
    Never heard of this one, try a factory reset and if that does not work, call Customer Support. there is no reason that should be happening. To do a factory reset, make sure the Connect software is running and dock the watch to your computer. The Connect window will open; press the gear at the top right and select Factory reset from the next screen. Follow the steps provided, giving the watch the same name and using the same email address. When prompted to register or sign in to MySports, select sign in and use your existing account credentials. It is fairly straightforward and should take less than 5 minutes.

    To get the number for Customer Support, go to, choose Contact at the bottom, select the service required and the product name and click Contact Customer Care and then Phone Us. It will give you the phone number for the country your account is registered under (this can be changed by clicking the flag icon in the bottom right corner of the screen).

    I hope this helped answer your question. If so, please mark it as a solution so others can look for it if they have the same question.