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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. Tap on ‘Today’
  3. Tap on 'Steps'
  4. Scroll down and tap on ‘Data Sources and 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. Tap on ‘Health Data’ 
  3. Tap on ‘Activity’
  4. Tap on ‘Steps’
  5. Scroll down and tap on ‘Data Sources & Access’
  6. Scroll down to the ‘Data Sources’ section and check whether your Apple Watch is the first source listed
  7. If it’s not at the top of the list, tap on ‘Edit’ in the top right corner of the screen
  8. Tap and hold the three-lined icon on the right of Apple Watch, then drag it to the top of the list
  9. Tap on ‘Done’ in the top right corner of the screen

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’ 
  3. Tap on ‘Activity’
  4. Tap on ‘Steps’
  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

Step 5 – Vitality Member app and Apple Health synchronisation

To make sure that the Vitality Member app and Apple Health synchronise, please do the following: 

  1. Close down all open windows –iPhone 8 or earlier double tap the Home button and swipe each item upwards so that it disappears –iPhone X swipe upwards from the bottom of the screen and hold for one second, swipe each item upwards so that it disappears
  2. Open the Apple Health app and leave running in the background as an open window
  3. Open the Vitality app and leave running in the background as an open window 
  4. Leave both windows running in the background for 30 minutes

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.

Not what you were looking for?

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

  • Apple Watch Support

    All the topics, resources, and contact options you need for Apple Watch.

  • Apple Watch FAQs

    View our FAQs to find the answers to your questions about the Apple Watch benefit.

  • Apple Watch
    support videos

    Watch our Youtube videos to find out how to track activities and use the Vitality Member app