Sensor and app troubleshooting
Tips and support to get you earning rewards with the sensor and app.
What issues are you having?
Select your issue below for more detailed information on trying to fix it.
I can't register or login to the app
How long has it been?
It can take us anywhere up to 48 hours from your car insurance cover start date to get you set up on our systems.
Please wait the full 48 hours before contacting us.
Getting an error code?
If it has been over 48 hours and you're receiving an error code when attempting to access the app, take a screenshot and send it to us at car@vitality.co.uk.
We'll get you up and running and make sure you don't miss out on your points and rewards in the meantime.
My named driver is having problems
Have they been activated?
Additional drivers named on your plan need to be activated by the planholder.
If you're the planholder, visit the named driver section on Member Zone and fill in the requested details for each named driver.
Seeing a 4000L error message?
Are they receiving a 4000L error message when attempting to login?
As part of the activation process the planholder needs to provide us with their email address, home address and mobile number in Member Zone.
If the email address and phone number entered isn't unique to them, or you've accidently added your own, they won't be able to login to the app.
To resolve this simply update the details on Member Zone, only this time provide us with their contact details.
I have a problem with my sensor
Is your phone compatible?
Most modern smart phones should be covered, however there are a few exceptions.
If your phone isn't compatible, it won't affect your cover. It just means that you won't be able to record your trips and earn good driving rewards.
We're regularly increasing phone compatibility, so if you have a new phone and it's not in the list, we may not have added it yet.
Before you get started
- Make sure you've turned on your sensor. This can be done by holding the button in the top right hand corner of your sensor until the light flashes red
- Connect your phone to Wi-Fi or Mobile Data
- Be within 5 metres of the sensor
- Turn on your phone's Bluetooth
- Turn on your phone's Location Services
Can't enable motion settings?
If you're struggling to enable Motion settings from within the Vitality Member app, there is a way you can fix this.
From your phone settings, enter the Privacy page, followed by Motion & Fitness. You can then use the toggle on screen to turn this on. After doing this you will then be able to proceed with linking the sensor in the app.
Can't see your car in the app?
Can't see your car shown in the app, when attempting to link the app and sensor?
This is us not you, but don't worry - we can fix it within 48 hours.
Simply send the make and model of your vehicle, together with the registration through to car@vitality.co.uk and we'll get this fixed for you.
Trips not recording?
Is motion being detected?
The light on the sensor should turn on briefly when the vehicle is in motion.
You can test this by clicking the button in the top right-hand corner of the sensor. If no light appears, try rebooting the sensor.
To reboot the sensor:
- Hold down the button for 10 seconds.
- The light should come on at this point and remain on until you release your finger from the button.
- This should resolve the connection issue you're having.
If no light appears after 10 seconds, get in touch with us so we can send you a new sensor.
Is the sensor connected?
Open the app with the sensor close by:
- Select More from the bottom menu bar.
- Select Connections to display the car currently linked to the sensor.
- Select the car and you'll be shown two options.
- The first should show the sensor as linked and the second should show your connection status as Connected.
If after 60 seconds the connection status doesn't change, please send a screenshot of this page to car@vitality.co.uk and we'll get this investigated further for you.
Don't worry about your points as we'll make sure you receive the full amount until we've fixed the problem.
Phone not present?
The driving sensor must be able to connect to your phone for a trip to record.
If you forgot to take your phone with you for one trip, that trip will be unrecorded and we'll deduct points based on the duration of that trip.
If you forgot to take your phone with you for all trips on a particular day, you'll receive 0 drive points that day regardless of the duration.
Problem with mobile reception?
For a trip to record, the sensor in your car and the Vitality Member app must maintain a constant connection.
If the service drops at any point this can impact our ability to track your location and score the trip.
It's also important that you have enough data on your phone to maintain this connection.
Trip not showing?
Anything below 0.6 miles won't appear within your trips.
It can take anywhere up to 24 hours for us to receive trip data and turn this into drive points.
I have settings issues
Check iPhone settings?
You may need to adjust your phone's settings outside of the Vitality Member app to record your trips. These settings may differ depending on your phone make and model. See if your phone is set up correctly using our checklist below.
- Is the operating software installed on your phone 11.0 or higher?
- Is motion enabled for the Vitality App?
- Have location services been set to Always for the Vitality App?
- Is Bluetooth enabled on your phone?
- Is background refresh turned on for the Vitality App?
- Is low power mode turned off on your phone.
We also recommend that:
- You turn on precise location in your phone’s settings.
- Your battery percentage is above 20% before taking a trip.
If you've updated your phones settings after reading the above you will find that your trips start recording more accurately. If not please get in touch and we'll be happy to help.
Check Android phone settings?
You may need to adjust your phone's settings outside of the Vitality Member app to record your trips. These settings may differ depending on your phone make and model. See if you’re phone is set up correctly using our checklist below.
- Is the operating software installed on your phone 6.0 or higher?
- Is motion enabled for the Vitality App?
- Have location services been set to Always for the Vitality App?
- Is Bluetooth enabled on your phone?
- Is battery saver mode turned off for the Vitality App?
- Is battery optimization turned off for the Vitality App?
- Is background restriction turned off for the Vitality App?
We also recommend that your battery percentage is above 30% before taking a trip.
If you've updated your phones settings after reading the above you will find that your trips start recording more accurately. If not please get in touch and we'll be happy to help.