Discovery Health - Vitality & Team Vitality plus everything else you need to know

[Frosty]

It's definitely not a Garmin problem I am with Multiply and had no issues on Monday when I linked Garmin connect with Multiply. I got delivery of the device on Friday and at that point the device was not yet linked with active dayz as it was still under testing but on Monday they (multiply) phoned me to say all is cool now I can link and he checked on his side that it was linking and it immediately allocated the points for the weekend's rides.

Garmin SA told me it's not a problem with the device, but their (Vitality) system. Edited September 21, 2016 by geraldm24

[Gen]

Garmin SA told me it's not a problem with the device, but their system.

I hope it is sorted out fast .. because to battle like you and others have been is just ridiculous.

 

 

PS Garmin connect links 100% with Multiply.

Edited September 21, 2016 by Gen

[Frosty]

Luckily I achieved my goals last week, and I have until Tuesday next week to submit via the app.

 

 

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[Captain Fastbastard Mayhem]

I hope it is sorted out fast .. because to battle like you and others have been is just ridiculous.

 

 

PS Garmin connect links 100% with Multiply.

yeah, it does. It's also baffling why it only seems to affect certain individuals, and repeatedly so as well. 

 

Mine has been flawless from day 1. 

[Gen]

yeah, it does. It's also baffling why it only seems to affect certain individuals, and repeatedly so as well.

 

Mine has been flawless from day 1.

Very strange

[Captain Fastbastard Mayhem]

Garmin SA told me it's not a problem with the device, but their (Vitality) system.

yeah, it's definitely a problem with the systems not talking to each other. There's an error somewhere along the line in the handshake or transposition of details between the 2 platforms. I know that Garmin pushes the data, but the app / systems that have been developed don't seem to recognise the data in certain instances. I can imagine it being HIGHLY frustrating for those who are doing everything right, yet don't get the recognition when it has "synced" 

[Captain Fastbastard Mayhem]

Very strange

There MUST be an anomaly somewhere along the lines, that is just being missed. 

 

The devs SERIOUSLY need to work it out. 

[Runbikeswim]

Missed the call but got a vm from a chap from vitality "executive office " who is assigning a device specialist to my query .

 

 

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[Frosty]

Missed the call but got a vm from a chap from vitality "executive office " who is assigning a device specialist to my query .

 

 

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My email is almost ready to send - have been compiling all my screenshots, previous communication, and additional notes into one easy to read (chronological order) document.

 

Hopefully my email reaches them while your query is still fresh in their minds.

[brucem76]

There is a bug on the linking delinking process that the call centre is as clueless about as the developers who wrote the process.

 

The reasons I've read here are all BS, it is a bug that they cannot find.

 

What is pretty obvious is that you can only link 1 GC account to 1 Vitality account but you can link as many GC accounts to 1 device as you wish. Once the work out is in GC it should flow automatically to Vitality IF IT IS A GARMIN DEVICE on GC.

 

It is possible to load GC activities that were not recorded on a GARMIN device but no points will be allocated for these. My Tacx uploads to strava which then syncs to GC via tapiriik. No matter how much I hope, no GARMIN device is reflected and Vitality DO NOT award points.

 

Once you are linked from GC to Vitality but your workouts are not reflecting in Vitality NO AMOUNT of delinking and linking will fix the problem. Only a support call to the developers will fix it MANUALLY.

 

The moral of the story: stop delinking and linking hoping it will sort you out. It won't.

That may be your experience, but delinking and relinking has caused workouts to sync and awards points on many occasions

 

 

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[Frosty]

That may be your experience, but delinking and relinking has caused workouts to sync and awards points on many occasions

 

 

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Has your query been resolved yet?

No - send a mail to the CEO of Vitality and copy Adrian Gore.

 

Scroll back a few pages to get their email addresses.

 

RoboJedi has already received feedback

 

My mail has just been sent

 

If yours arrives today, they will see it's a problem with more than one unhappy customer.

 

Just don't be rude, and explain the steps you've taken (including all the reference numbers received).

[Frosty]

I have just successfully delinked and relinked my wife's GC account - not that she uses it (I think she used it on a few tandem rides with me before winter).

 

This time I removed the permission from GC before delinking on the Vitality app.

 

It worked without any problems or delays.

 

I'm going to use her Apple Watch for the next three days to see what happens.

 

 

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[Frosty]

Everything back to normal for me.

During the linking of my wife's Apple Watch to my phone, I noticed the Garmin device was showing as a device to link in Vitality.

 

And just like that... Ka boom!

Deleted my previous workouts from GC and reloaded them.

[Runbikeswim]

I have just successfully delinked and relinked my wife's GC account - not that she uses it (I think she used it on a few tandem rides with me before winter).

 

This time I removed the permission from GC before delinking on the Vitality app.

 

It worked without any problems or delays.

 

I'm going to use her Apple Watch for the next three days to see what happens.

 

 

Sent from my iPhone using Tapatalk

On my garmin connect there is no vitality to delink.... but on my vitality there is a linked garmin connect

 

 

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[carbon29er]

On my garmin connect there is no vitality to delink.... but on my vitality there is a linked garmin connect

 

 

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That means you have already removed the permission on garmin for vitality to take your data.

[Runbikeswim]

I have just successfully delinked and relinked my wife's GC account - not that she uses it (I think she used it on a few tandem rides with me before winter).

 

This time I removed the permission from GC before delinking on the Vitality app.

 

It worked without any problems or delays.

 

I'm going to use her Apple Watch for the next three days to see what happens.

 

 

Sent from my iPhone using Tapatalk

On my garmin connect there is no vitality to delink.... but on my vitality there is a linked garmin connect

 

 

Sent from my iPhone using Tapatalk