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Garmin Troubleshooting

Use this guide to troubleshoot issues with syncing your data between Garmin and the Vitality Member app
Garmin compatibility check

Step 1 - Garmin and phone compatibility check

  1. Make sure that your phone is compatible with your Garmin device by visiting Garmin’s website and viewing the list
Visit Garmin
Check that your Garmin device is linked to Garmin Connect

Step 2 - Check that your Garmin device is linked to Garmin Connect

  1. Open the Garmin Connect app
  2. Tap the hamburger icon in the top left
  3. Tap ‘Garmin devices’
  4. You should see your device listed here with ‘Connected’ underneath it

If you don’t see your Garmin device here, re-link your device to the Garmin Connect app by following the instructions supplied by Garmin for your device.

How to use Garmin Connect
Check Garmin is linked to Vitality

Step 3 - Check Garmin is linked to the Vitality Member app

  1. Open the Vitality Member app
  2. Tap the hamburger icon in the top left
  3. Tap ‘Partners and Rewards’
  4. Tap ‘Garmin’
  5. You should see a pink tick and the text ‘Connected’

If you don’t see the pink tick and ‘Connected’, please follow the ‘Connect Garmin to Vitality Member app’ guide.

View guide
Check Garmin account isn't being shared

Step 4 - Make sure your Garmin Connect account isn't being shared

If your Garmin Connect has been linked by two people, then the second device to be added will take priority.

  1. Log in to Garmin Connect online by clicking here and entering your login details
  2. Tap ‘Account Settings’ underneath the icon in the top right
Disconnect multiple instances of Vitality

4. Tap 'Account Information'
5. Make sure that only one instance of ‘Vitality’ appears under application
6. If more than one instance appears, tap ‘Disconnect’ on both instances and link your Garmin device again by following our ‘Connect Garmin to Vitality Member app

View guide
Check only Vitality is connected to Garmin

Step 5 - Check only Vitality is connected to Garmin Connect

  1. On the same page as the previous step under ‘Application’, check that only Vitality appears here
  2. If other applications are connected tap ‘disconnect’ for each application including Vitality
  3. Then relink Vitality to Garmin by following the ‘Connect Garmin to Vitality’ guide.

Please note

In high demand periods, it can take up to 48 hours to sync your Garmin 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 Garmin support for further troubleshooting.