How can we help?
Most things are answered below. If yours is not, a real person replies within 48 hours.
Common questions
My steps aren’t counting
Your phone counts the steps; WalkACK needs permission to read them.
- Android: open Settings, then Apps, then WalkACK. Tap Permissions, then Physical activity, and choose Allow. If WalkACK told you it reads your steps from Health Connect, open Health Connect, tap App permissions, then WalkACK, and allow Steps.
- iPhone: open Settings, tap Privacy & Security, then Health, then WalkACK, and turn on Steps.
Then open WalkACK and pull down on Home to sync. Open the app at least once a week: WalkACK counts steps from the last seven days, and a day older than that can no longer be counted.
My phone counted steps while I was in a car or bus
That is normal. A phone can count a few steps in a car, bus or train, or on a bike, and it does not break the fair play rules. You do not need to do anything. WalkACK reads the steps your phone counts, so counting cannot be paused in the app.
If a message from us ever says steps are held back on a day you were travelling, reply to it or write to us and a person will review that day. What the rules do not allow is using a vehicle, or any other movement, to make steps on purpose.
I watched an ad but didn’t get coins
Coins are granted once the ad finishes and is verified, so there is a short delay. If nothing appears, wait a moment and try once more. Still nothing — check your connection, then send us the date and time and we can look it up.
How do redemptions work?
Open the Rewards tab, add what you want to your cart, and check out with your coins. Some items cost coins plus a small cash amount, always shown before you commit. Order status is tracked in the app.
Can I return a reward?
No. Rewards cannot be returned or replaced once they are delivered, including an item that arrives damaged, faulty or different from what you ordered.
You can ask to cancel an order in the app, under My orders, until we confirm it. We confirm an order once we have checked the items; after that it can no longer be cancelled.
WalkACK gives no warranty of its own. Any warranty is the maker’s, on the maker’s conditions. If a gift card code was invalid or already used when we sent it, write to us and we will replace it after checking with the issuer.
How do I delete my account or data?
Everything is on Delete your account — how to ask, what is removed, and the two records we are legally required to keep. Spend your coins first: deleting forfeits any unspent balance and we cannot restore it.
Still stuck?
Send us the mobile number or email on your account and your app version — with those we can usually answer first time instead of writing back to ask.