Apple Watch troubleshooting

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

Step 1: Check Apple Health is linked to the Vitality Member app

Open the Apple Health app
Click 'Summary'
Click on the steps you've done today
Scroll down to the bottom and click 'Data Sources & Access'
Under ‘Apps allowed to read data’ you should see the Vitality Member app
Ensure that the slider is green so that data is being shared

Step 2: Re-download Vitality Member app

If you don’t see the Vitality Member app under ‘Apps allowed to read data’, please uninstall the Vitality Member app and re-download it by following these steps:

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
Visit the iOS App Store and download the Vitality Member app
Log in to the Vitality Member app
Tap on your account icon in the top right
Under ‘Device connections’, tap the Apple Health icon
Tap ‘Connect to Health’ and follow the onscreen instructions – ensure you allow the permissions for steps, heart rate, and workout

Step 3: Prioritise Apple Watch

Next, rearrange the order of your ‘Data Sources’ so that Apple Watch has the highest priority.

Open the Apple Health app
Click 'Summary'
Click the steps you've done today
Scroll down to the bottom and tap 'Data Sources & Access'
Under ‘Data Sources’, ensure Apple Watch is at the top of the list
To move it to the top, press ‘edit’ at the top of the screen, and hold the 3 lines that appear next to your Apple Watch and drag to the top of the list
Tap Done.

Step 4: Remove Apple Health from ‘Data Sources & Access’

If you’ve recently completed a software update on your iPhone, then the Apple Health app may now be included on the ‘Data Sources & Access’ page.

Open the Apple Health app
Tap on ‘Summary’
Click on the steps you've done today
Scroll down and tap on ‘Data Sources & Access’
Scroll down to the ‘Data Sources’ section and check whether your Apple Health is now on the list
If it is, tap ‘Health’
Tap ‘Edit’ in the top right
Tap ‘Delete all’ in the top right

Step 5: 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.