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Withings troubleshooting

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

Step 1 - Withings and phone compatibility check

  1. Make sure that your phone is compatible with your Withings device by visiting Withings 
  2. Searching for your Withings device in the list
  3. Tap ‘I have a question about this product’ 
  4. Select the question relating to ‘Which devices are compatible with this Withings device’
  5. Under ‘Compatible devices will be the specifications your phone needs to have.
Visit Withings
Check that your Withings device is recording your activity

Step 2 - Check that your Withings device is recording your activity

  1. Complete an activity and save it
  2. Check that it appears on the Withings Health mate app
  3. Then log into the Withings website at https://account.withings.com
  4. Your activity should appear on the homepage under ‘Journal’.

If your activity doesn’t appear in the Withings dashboard, visit Withings support for troubleshooting tips.

Log in to Withings
Re-link Withings to Vitality

Step 3 - Re-link Withings to Vitality

If your activity appears in the Withings 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 Withings
  3. Tap ‘Unlink’
  4. Link Withings to Vitality again by clicking on the blue ‘Link’ button and follow the instructions on the screen to complete the process.

Please note

In high demand periods, it can take up to 48 hours to sync your Withings 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:

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.

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.

Not what you were looking for?

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