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Vitality

Apple Watch troubleshooting

Check your Apple Watch is set up ok to track your activity.

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. Follow this guide to reconnect Apple Health to the Vitality Member app

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

Vitality Member app and Apple Health synchronisation

To make sure that the Vitality Member app and Apple Health synchronise, please do the following: 
 
1. Open the Vitality Member app 
2. Drag the home page downwards 
3. ‘Refreshing your points and syncing new data’ will appear 
4. Leave the Vitality Member app in the background as an open window  
5. Your points will update in 15 minutes. This can take up to 48 hours in busy periods.
 

Apple Watch troubleshooting FAQs

Check step 4 of the above troubleshooting guide. You may need to remove Apple Health from your 'Data Sources & Access' page so that Apple Watch activity is prioritised.

Official Apple Support

Head to Apple's website to learn how to make the most of your Apple Watch