If you've got a Swipe, you'll need to contact the 3Plus helpdesk at http://3plususa.com/support/. They should be able to get you the information you need.
Striiv Customer Care
I have the same problem and contacted customer service. The told me "It's a known issue with the app at the moment. The developer is currently working on a fix for the issue. I have had mine for 5 days so far and no fix for this problem. I think I will return mine.
This is the response I recieved from customer service when I asked them about having the same problem. Obviously no idea when it will be fixed.
That is a known issue with the app at the moment. The developer is currently working on a fix for the issue. I do apologize for the inconvenience.
3Plus Customer Support