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Fitbit Troubleshooting

Use this guide to troubleshoot issues with syncing your data between Fitbit and Vitality.

Step 1 - Fitbit and phone compatibility check

  1. Make sure that your phone is compatible with your Fitbit device by visiting Fitbit’s website and viewing the list
Visit Fitbit

Step 2 - Check that the Fitbit device is recording your activity

  1. Complete an activity and save it
  2. Check that it appears on the Fitbit app
  3. Then log into the Fitbit website at 
  4. Your activity should appear on the homepage under ‘Recent Exercise’.

If your activity doesn’t appear in the Fitbit dashboard, visit Fitbit support for troubleshooting tips. Once your activity is appearing in the Fitbit dashboard, follow the ‘Connect Fitbit to Vitality’ guide.

Log into Fitbit

Step 3 – Re-link Fitbit to Vitality

If your activity appears in the Fitbit dashboard but it has been longer than 48 hours since you completed your activity and it hasn’t appeared in your Vitality Points Statement, then:

  1. Go to the ‘Activity Tracker’ page in Member Zone
  2. Scroll down to Fitbit
  3. Tap ‘Unlink’
  4. Link Fitbit to Vitality again by clicking on the blue ‘Link’ button and follow the instructions on the screen to complete the process.
48 hours icon

Please note

In high demand periods, it can take up to 48 hours to sync your Fitbit 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. 

Frequently asked questions

Here’s what Vitality members have been asking:

Is there a limit to the number of Vitality points I can earn each day for tracking my activity?

Yes, you can earn a maximum of 8 Vitality points a day per member and a maximum of 40 Vitality points a week per member.

How long do I have to exercise for to receive Vitality activity points?

To earn Vitality activity points, you must record a workout of at least 30 minutes in duration and your average heart rate must be at least 60% of your age-related maximum heart rate for that entire workout. Find out how many points you can earn for a heart rate activity by visiting the activity tracking page.

Not what you were looking for

Take a look at our frequently asked questions or visit Fitbit support for further troubleshooting.