Unable to connect to Apple Health

"It's been always a problem connecting to Apple Health. I have tried deleting Vida and reinstalling a while ago per suggestion of a support person at Vida and still unable to sync information from Apple Health."

Can't see my data from Apple Health

 Upon reply, client sent in screenshots showing apple health was connected. 

 

 

 

Thank you so much for the information. I'm sorry you're experiencing these issues and will do my best to help troubleshoot them for you. In order to proceed, I will need to know a few things. Can you please let me know the version of iOS you are using, what mobile device you are on, and the version of the Vida app you are using? Also, if possible, can you please try to provide a screenshot or a screen recording of the issue you are facing? Please click here to learn how to capture a screen recording.

Please let me know if you have any further issues.

 

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1. go to https://www.vida.com/admin/accounts/user/ and search for the user

2. Scroll down to the bottom of the page to verify metrics are being sent

3. If there is data, and the screenshot the client sent does not contain any of the following trackers, they will need to open them

 

Exercise
Steps
Sleep
Calories
Fat
Protein
Carbs
Mindfulness Minutes

 

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Thank you for providing this information, and thank you for providing this screenshot. Upon further investigation, it appears that your Apple Health is connected to Vida and we are seeing data coming into your account. It appears the reason you are not seeing the data is due to the trackers not being enabled on your Home screen.

 You can enable trackers by creating weekly goals to follow your progress. To find out more about creating goals in Vida, we have created this article here: How to Set & Modify Your Goals

Please make sure the following trackers are open on your Home screen:

Exercise
Steps
Sleep
Calories
Fat
Protein
Carbs
Mindfulness Minutes

Also, as you have already synced your Apple Health with Vida before these trackers were enabled, you might need to reconnect them. Can you please try deleting the app, and reinstalling it from the download links provided Here?

Once you have done this, can you please try reconnecting your Apple Health account with Vida following the steps located in this article: Connecting Apple Health with Vida

Please make sure to select All when syncing the app.

Once this has been completed, can you please let me know if you begin to see data flow into your account? If there is a large history it may take some time for this data to be fully be sent over.

Please let me know if you have any further issues.

 

 

1. Reach out to the coach to confirm if the client has the trackers open, and/or have them to be enabled from the dash. You can search for the coach's name under teams.

2. So copy the user's email address, then go to https://www.vida.com/admin/teams/team/ and search for their email address

3. Collect coach's email address 

4. Navigate back to the ticket

5. Paste the Coach's email address in the  requester

6. Respond with the following

 

Hi, [coach]

Can you turn on the following trackers for client [client's team code]

Exercise
Steps
Sleep
Calories
Fat
Protein
Carbs
Mindfulness Minutes

Can you please confirm if these were already enabled? Do you see data on these trackers if so?

 

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If there is further work to be done, please assign this ticket to the technical solutions engineer. 

 

 

 

 

 

 

 

The user's Apple Health is connected and syncing information. The reason the user could not see their information is that those trackers are probably not enabled on their account. 

 

To prove this I searched for the user's account in admin. Under the users' account, you can clearly see that there is validic information syncing in. The fact that it is coming in, with the fact that the user sent in screenshots showing apple health is connected, makes me believe that the home screen does not have the trackers enabled for her to see her information. 

Depending on the program as well, not all information synced in is visible in the journey tab.