Under Activity Types do you have Ride, Virtual Ride, and Workout selected to sync FROM Strava?
If the problem persists it’s best to file a support request with support@xertonline.com as it sounds account related.
You may be interested in my Onboarding post for newbies –
Onboarding steps for Xert Trial users and newbies - General - Xert Community Forum (xertonline.com)