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Apple Watch troubleshooting

Use this guide to troubleshoot issues with syncing your data between Apple Watch, Apple Health, and the Vitality Member app.

Step 1 – Check Apple Health is linked to the Vitality Member app

  1. Open the Apple Health app
  2. Click 'Summary'
  3. Click on the steps you've done today
  4. Scroll down to the bottom and click 'Data Sources & Access'
  5. Under ‘Apps allowed to read data’ you should see the Vitality Member app
  6. Ensure that the slider is green so that data is being shared

Step 2 – Re-download Vitality Member app

  1. On the home screen, tap and hold the Vitality Member app logo until an ‘x’ appears in the top left corner, press the ‘x’ to delete the Vitality Member app
  2. Visit the iOS App Store and download the Vitality Member app
  3. Log in to the Vitality Member app
  4. Tap ‘Rewards’
  5. Under ‘Link your device’ tap the Apple Health icon
  6. Tap ‘Connect to Health’ and follow the onscreen instructions – ensure you allow the permissions for steps, heart rate, and workout.  

Step 3 – Prioritise Apple Watch

Next, rearrange the order of your ‘Data Sources’ so that Apple Watch has the highest priority.

  1. Open the Apple Health app
  2. Click 'Summary'
  3. Click the steps you've done today
  4. Scroll down to the bottom and tap 'Data Sources & Access'
  5. Under ‘Data Sources’, ensure Apple Watch is at the top of the list
  6. To move it to the top, touch and hold the Change Order button next to your Apple Watch then drag it to the top of the list.
  7. Tap Done.

Step 4 – Remove Apple Health from ‘Data Sources & Access’

If you’ve recently completed a software update of your iPhone, then the Apple Health app may now be included on the ‘Data Sources & Access’ page.

  1. Open the Apple Health app
  2. Tap on ‘Health Data Summary’ 
  3. Tap on ‘Activity’
  4. Tap on ‘Steps’ and click on the steps you've done today
  5. Scroll down and tap on ‘Data Sources & Access’
  6. Scroll down to the ‘Data Sources’ section and check whether your Apple Health is now on this list
  7. If it is, tap ‘Health’
  8. Tap ‘Edit’ in the top right
  9. Tap ‘Delete all’ in the top left

Please note

In high demand periods, it can take up to 48 hours to sync your Apple Health data to the Vitality Member app and for your Vitality activity points to appear on the Vitality Plan Points Statement. We ask you not to close and open the apps again until the 48 hours have passed, as refreshing multiple times can overload your account and stop the data coming through. If you then close and open your Vitality Member app again after this period, your points will be showing on your statement. For any difficulties with syncing points, please view our troubleshooting guide.

Frequently asked questions

Here’s what Vitality members have been asking

If I upgrade my phone, will I need to link it to the Vitality Member app again?

Yes. Your new phone may download your current apps and passwords and show you’re linked to the Vitality Member app, but it won’t update your steps information. You need to delete the Vitality Member app, then download again from the App Store or Google Play and connect Apple Health or Google Fit to Vitality. 

If you have an iPhone, follow these steps to connect Apple Health to the Vitality Member app.

If you have an Android phone, follow these steps to connect Google Fit to the Vitality Member app.

What do I do if I recently updated my iOS software and my activities are no longer being tracked?

Check to see if the Apple Health app is now included on the ‘Data Sources & Access’ page and remove it if it is, detailed in step 4 above.

View all Apple Watch FAQs

Not what you were looking for?

Take a look at our frequently asked questions or visit Apple Watch Support for further troubleshooting