Frequently Asked Questions

fitze is a fitness-first platform designed to help you stay consistent with your movement and reward you for it.

Every step you take contributes toward rewards, structured programs, and experiences that turn everyday activity into meaningful outcomes.

Yes, fitze is free to download and use.

Some advanced features such as Streaks and fitze PRO are available as paid experiences.

fitze can be used globally. However, certain features such as payouts are currently available only in supported regions like the UAE.

fitze Points are in-app reward points earned through your daily activity. They:

• reflect your movement
• can be used within the app for rewards
• do not have cash value
• cannot be transferred between users

fitze Points are earned through your step activity.

Typically, every 1,000 steps contributes toward earning 1 fitze Point.

Yes, daily earning limits may apply depending on your account type. These limits may be updated from time to time.

Expiry rules may be introduced depending on program updates. Any changes will be communicated within the app.

This may happen due to:

• step syncing delays
• device permissions
• daily limits
• invalid or flagged activity

Challenges are time-bound fitness campaigns where you work toward a defined step goal within a fixed duration.

Completing a Challenge makes you eligible for rewards based on the campaign structure.

Challenges operate in two stages:

Completion

• Goal met → Challenge completed
• Goal not met → Challenge failed

Reward Eligibility

• Completed → eligible for rewards
• Rewards are distributed through automated systems based on predefined criteria

No. Completing a Challenge makes you eligible for rewards, but does not guarantee receiving one.

• Total Goal Challenges → complete a total step target over time
• Daily Goal Challenges → complete a step goal every day

Missing a required day in a daily challenge will result in failure.

Each Challenge has a defined join window.

• You can join anytime within that window
• Once the window closes, entry is no longer allowed

Your completion window begins from your join date. You will still receive the full duration to complete the Challenge.

• Steps are counted from the moment you accept the Challenge
• Each day resets at midnight based on UAE time
• Missed steps cannot be carried forward

To ensure accurate tracking, your fitze app must be connected to a supported step source, such as:

• Apple Health, Google Fit, Fitbit, HUAWEI Health, Garmin, or other supported apps via Health Connect

If you use a smartwatch or external tracker, ensure it is synced with your phone daily before midnight.

fitze can sync up to 7 days of past steps if the app has not been opened regularly.

Yes. An internet connection is required to sync your steps from your connected health app.

• Non-PRO users → 1 active Challenge at a time
• PRO users → multiple active Challenges

Your steps apply across all active Challenges simultaneously.

• You can leave a Challenge at any time
• Leaving does not affect any fitze Points already earned

If you rejoin:

• your progress will restart
• some Challenges may not allow rejoining or switching teams

Corporate Challenges are restricted programs designed for specific organisations.

• Access may require an invite or PIN
• Rules and rewards may differ from public Challenges

Winners are selected through an automated system with no manual intervention.

To qualify for daily or weekly reward draws, participants must maintain an average of 8,000 steps per day. Users who meet this requirement are entered into the relevant reward draws.

Winners are:

• announced on Instagram and Facebook @fitzeuae
• notified directly via email

Only UAE residents with a valid Emirates ID are eligible to win fitze rewards.

Challenges may follow different reward structures:

• Standard model → users become eligible for reward draws upon completion
• Guaranteed model (rare) → all users who complete receive a reward
• Hybrid model → a mix of guaranteed rewards and additional reward draws

Yes. fitze PRO users receive double entries into reward draws upon successful Challenge completion.

If you are not selected:

• you will not receive a reward
• your activity still contributes to your overall progress and fitze Points

fitze promotes fair play across all Challenges. Any manipulation or misuse of activity data will result in:

• automatic disqualification from the Challenge
• removal from reward eligibility
• potential restriction from future participation

Check the following:

• your step source is connected
• your device is syncing correctly
• the app has been opened recently

If the issue persists, contact fitze support.

Streaks are commitment-based programs where you follow a daily step goal over a fixed period to qualify for a payout.

Challenges are campaign-based with variable outcomes.

Streaks are consistency-driven. Your outcome depends entirely on meeting daily goals.

Each Streak runs over 4 weeks:

• Week 1 (Warm-up) → no elimination
• Weeks 2–4 → full rule enforcement

Missing a required day results in immediate elimination.

There is no retry or recovery.

Yes, but:

• your credit is consumed
• you are marked as failed

No.

Step goals are personalised based on your recent activity.

• Steps sync from your device
• Sync may be delayed depending on device behaviour
• Opening the app improves accuracy

Yes, steps can sync up to 7 days after activity.

However, all steps must sync before final evaluation.

Step data is finalised 2 days after the Streak ends. After this, no changes are accepted.

Payout = Total Prize Pool ÷ Number of Finishers

All finishers receive equal distribution.

Payout eligibility is guaranteed upon completion, but the payout amount is variable.

Typically:

• Streak ends → Sunday
• Step freeze → Tuesday
• Payout → later that week

Payouts are processed via Careem Pay.

No. They depend on how many users successfully complete the Streak.

In rare cases, manual review may be conducted if a system issue is verified.

fitze PRO is a subscription that enhances your experience and unlocks additional participation across the platform.

Depending on your plan:

• ability to join multiple Challenges
• double entries in Challenge reward draws
• Streak Credits allocation
• higher participation limits

Typical allocation:

• Quarterly → 3
• Half-yearly → 6
• Annual → 15

No. PRO does not impact payout calculation or distribution.

No.

Yes, credits can be purchased separately.

Yes. Subscriptions auto-renew unless cancelled before renewal.

No, subscription payments are not refundable under any circumstances.

Steps are tracked via connected devices and health platforms.

No. Data is processed in batches and may take time to sync.

Differences may occur due to device accuracy and syncing behaviour.

In rare cases, steps may not sync due to device or system issues.

Yes. Automated systems monitor activity to ensure fairness.

fitze may:

• disqualify activity
• remove reward eligibility
• restrict participation

• Challenges → brand partners
• Streaks → fitze-funded pools

• digital rewards → email
• physical rewards → collection from fitze office

Yes, rewards may be modified or withdrawn depending on availability and partner terms.

Your data is used to:

• track activity
• enable participation
• process rewards
• maintain platform integrity

Limited data may be shared with:

• payment providers
• reward partners
• corporate programs

Contact support with relevant details, including screenshots if possible.

• in-app chat
• support@fitze.ae