Apple Health and Apple Watch

A. Connecting Your Apple Device

For a direct integration with your Apple Watch you need to use our native iPhone app. You can download the app from our website or the Apple App Store.

Once you have the app installed you can login with your own account and then enable Apple Health sync from the Dashboard or Me tabs. Once you grant permissions to allow access to your Apple Health data, we will start auto-syncing steps and activities from your Apple Watch. 

You can also force a manual sync from this same screen to load data from the last 7 days in one go.

B. Troubleshooting Apple Health Data Sync

Most data syncing issues are related to permission issues. To fix these, disconnect and re-connect the app from Apple Health. When reconnecting, make sure to grant all requested permissions.

B.1 Verifying Permissions If No Data Syncs to Our App

Please follow these steps to verify the permissions for our app.

1. Open Apple Health
2. Select Sharing tab
3. Select Apps
4. Select our app.
5. Tap on Turn On All
   1. 📷 Please create a screenshot of what you are seeing on this screen when you're contacting support.

Open our app and sync again. Note that if the app shows you are connected to Apple Health but Apple Health does not list the app in the Sharing tab, you should try disconnecting and reconnecting to Apple Health in the app.

B.2 What to Do If Your Apple Device Steps Don't Match The Steps in the App

Once you have confirmed permissions as described in B.1 above, please follow these steps to help our technical support team to diagnose your issues.

1. Open Apple Health
2. Select the Browse tab
3. Select the Activity group
4. Select the Steps group
5. Select the bar in the bar graph that coincides with the day(s) that don't match
   1. 📷 Please create a screenshot that shows the date and the total steps when you're contacting support.

B.3 What to Do If Your Apple Device Workouts Don't Match The Activities in the App

Once you have confirmed permissions as described in B.1 above, please follow these steps to help our technical support team to diagnose your issues.

1. Open Apple Health
2. Select the Browse tab
3. Select the Activity group
4. Select the Workouts group
5. Select the Show All link
6. Select Show All Highlights
7. Select Workouts
   1. 📷 Please create a screenshot that shows the date and the total steps when you're contacting support.

If you can't access the workout data in Apple Health because it is in the past and your Health app is linked to the Apple Fitness app, you can also send screenshots of the historical workout from the Fitness app.

C. Your Apple Device Stops Communicating With Our App

On occasion, the connection between our app and Apple Health becomes severed. To reconnect your device, please follow these steps:

1. In our app, go to the Dashboard or Me tab (bottom of screen).
2. Scroll down until you see Manage Connected Fitness Trackers and select that button.
3. Click the iPhone or Apple Watch (Apple Health, iOS Only) link.
4. Click the three vertical dots ( ⋮ ) to the right of the Sync Now link.
5. Select Disconnect from the drop-down menu.
6. Select Confirm.
7. Select Connect.
8. Select Done.

If you still can't connect after completing the above steps, please open your Apple Health app and send a screenshot of your connected Apps by going to Sharing—>Apps.

Once all connection steps are complete, it may take several minutes for your data to populate our app.