Which phone and operation system are you using? How do you track steps in the game? Do you always convert steps into energy or do you sometimes convert them into amethysts and rubies?
I have an iPhone 6, 10.2.1 was the last update. I have converted them to amethyst once, the rest of the time it’s been converted to energy.
Can I please have your game ID to further investigate? Thank you!
I just traded more steps for energy and it did work this time
Thanks for the information. We will try to find a permanent fix to the issue in our updates. 
i’m using Xiaomi note 4, but it’s not supported to convert step