Do you have a question? Do you need help because you’re not succeeding? Or is there anything else we are here for you!
I DON’T SLEEP WELL WITH MY FITBIT ON
If you don’t sleep well with your Fitbit on, it’s best to stop wearing your Fitbit while you sleep. After all, sleeping well is more important. In addition, you are not collecting good data if the Fitbit negatively affects your sleep. Some users are bothered by the green lights that measure heart rate; others report that the strap pinches while sleeping. Unfortunately, there is not much you can do to change this inconvenience. If you still find it interesting to know more about your sleep, discuss alternatives for measuring your sleep with your coach.
THE BAND OF THE FITBIT IRRITATES MY SKIN
Annoying that you are having a problem with your Fitbit’s band. Fortunately, there are all kinds of straps on the market that are made of other materials. Leather, fabric or iron irritates almost no one. Just Google band Fitbit + your type number (Charge 3, 4, Inspire 2, etc) The choice is vast. Don’t know what to choose? Then ask your Vitality Coach for advice!
I AM UNABLE TO AUTHORIZE VITALFACTS FOR MY FITBIT DATA
In some browsers or corporate networks, you may get an error message or the sync gets stuck in VitalityProfile. This is often related to network security settings or browser version. If you try synchronization again on another computer outside your organization’s corporate network, it usually works. Does it not work on another device? Then submit the report using the report form on this page and we will contact you within 24 hours on weekdays.
I FORGOT MY PASSWORD
If you go to the https://vitalityprofile.nl page and select “Forgot Password” and then enter your email address from registration, you will be emailed a new link. If you click on this, you can change your password.
I HAVE PROBLEMS WITH MY VOUCHER CODE
The voucher code must match exactly or it will not be accepted. You may have accidentally put a space before or after the voucher code. In addition, it is important that uppercase and lowercase letters match exactly. To avoid errors, it is best to copy the voucher code directly from your received E-mail message.
I HAVE PROBLEMS WITH MY QR CODE
We recommend that on the first page of VitalityProfile.co.uk you select “Forgot Password” create a new password and then go through all the steps again. You will then be given another opportunity to scan your QR code.
The QR code changes every 30 seconds. So you may have entered the code just a little too late. In addition, it is important that you enter code for the VitalityProfile application. Maybe there are other applications you use as well. For this, the app creates other codes.
VITALFACTS CANNOT REVIEW MY FITBIT DATA EVEN THOUGH I HAVE A CONNECTION TO MY FITBIT ON THE VITALITYPROFILE PLATFORM
This could mean that you linked the wrong Fitbit account or something went wrong with the pairing. We recommend that you log in on a laptop/desktop and recreate the link. You do this by following the following steps:
Step 1: Login to Fitbit.com
Go to Fitbit.com in your browser and log in with your credentials. If you have logged in with the right account you will see that information about steps, sleep, etc. is already available here. If the screen is blank or shows no current data, this is probably not the right account and you will have to try logging in with another account. If you do see data, then you are logged into the right account and leave this tab open and stay logged into Fitbit.
Step 2: Making a connection in VitalityProfile
Open a new tab and go to vitalityprofile.co.uk and log in. Press the “Fitbit Connected” button in the upper right corner if you are on the home screen or “Sync Fitbit” if you are on the home screen. If all goes well, the system will now automatically connect to the Fitbit account you are logged into. You are still given the option to select all information categories. Here you preferably select “all” and press “ok.” If you don’t want to select everything, you can turn off only the “friends” and “GPS” categories; the remaining categories are necessary for VitalityProfile to work properly. You can log out of the system.
Step 3: Send a message to se*********@********ts.nl
Once you have completed the above steps send an E-mail to se*********@********ts.nl requesting a quick check that everything is now in agreement. We will then verify that everything is properly installed. You will be notified by us with the current status of the system.
MY HEART RATE DOES NOT REGISTER PROPERLY DURING EXERCISE
If your heart rate could not be displayed, it could be because the tracker could not read your heart rate properly or because you wore it too loose. You might want to wear the tracker tighter or on your other wrist. In addition, with some sports, intensity of arm movements may cause the tracker to experience constant shock and the sensor to be unable to properly record the heart rate as a result. Consider, for example, HIT training or martial arts.
MY SLEEP IS NOT PROPERLY RECORDED
If sleep phases are not displayed, it may be because the tracker could not read a proper heart rate or because you wore it too loosely. You might want to wear the tracker tighter or on your other wrist. Sleep phase information is also not displayed if you have slept less than 3 hours.
In addition, you can adjust sleep sensitivity in your Fitbit app. Go to the Accounts tab and choose Advanced Settings. Tap Sleep Sensitivity and choose from the available options. The default option is the normal setting. This only counts movements when awake, such as rolling over. The sensitive setting ensures that your tracker records almost all movements as time spent restless or awake. You can experiment with this and see if it makes any difference.
MY FITBIT DOES NOT SYNC ANYMORE
If you cannot sync your Fitbit, or if you have problems with GPS or tracking your stats, you can restart your tracker. From the dial, swipe to “Settings” and tap “Restart Device.” If your tracker does not respond, follow the instructions below for a restart:
Connect the charging cable to your computer’s USB port
Clip the other end of the charging cable into the port on the back of the tracker. The pins on the charging cable should be properly locked with the port. Make sure the button on your tracker is aligned with the button slot on the charging cable. You know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display.
Press and hold the button on your tracker for 8 seconds. Release the button. When you see an icon and the tracker vibrates, the tracker is restarted.
Disconnect your tracker from the charging cable. Your tracker should now work normally.
If your tracker still does not work after a reboot, you can contact the Fitbit service desk/customer service in the Netherlands which can be reached at https://help.fitbit.com/ or 085 208 4132. If you refer to us (VitalFacts) they will handle everything else with you and get you new Fitbit if it is defective. If you have another question, or can’t figure it out with this page please send a report using the report form on this page. We will contact you within 24 hours on weekdays.
MY FITBIT RECORDS MORE STEPS THAN I TAKE
The technology Fitbit uses to count steps is tuned to recognize patterns of walking and running. This includes certain arm movements. When you are sitting at your desk or cooking, you may find yourself making a certain movement with your arms similar to the movement you make while walking. It is important that you wear your tracker on your non-dominant wrist (not your writing hand) so as to minimize the number of erroneous steps as much as possible. And yes, if you move your arms and hands vigorously, it just seems like you’ve taken extra steps. On a daily basis, the number of erroneous steps is usually there limited.
HOW LONG DO I HAVE WARRANTY?
You have a 2-year manufacturer’s warranty on your Fitbit.
MY FITBIT IS DEFECTIVE
If your tracker is faulty or not working, you can contact the Fitbit service desk/customer service in the Netherlands which can be reached at https://help.fitbit.com/ or 085 208 4132. If you refer to us (VitalFacts) they will handle everything else with you and get you new Fitbit if it is defective.
THE STRAP IS BROKEN
Annoying that you are having problem with the band of your Fitbit. If your band breaks within the warranty period, you can contact the Fitbit service desk/customer service in the Netherlands which can be reached at https://help.fitbit.com/ or 085 208 4132. If you refer to us (VitalFacts) they will handle everything else with you and get you new Fitbit band if it is defective. Good luck!
SOFT RESET
A soft Fitbit reset is done when your activity tracker stops syncing and does not respond to tapping, swiping or pressing the button or buttons. Also, if your Fitbit stops recording your data or no longer shows notifications, use a soft reset.
PRIVACY IN VITALITYPROFILE
VitalFacts has met the ISO 27001 international standard for information security since 2021. In addition, we are certified according to the Dutch standard NEN 7510 for health information. This means that information security for health data is technically and organizationally sound. Data on the platform is not shared with third parties or resold; you own it yourself. The only one who has insight into this, other than yourself, is the coach who is paired with you and analyzing your data.
DATA STORAGE FITBIT AND VITALITYPROFILE
All common brands of activity trackers store data in America, of which you also get notification in the Fitbit app. If you decide to use a Fitbit, this could not be more different. The same applies, by the way, to data storage for Apple or Samsung phones, among others. Under European rules, the company must then be able to demonstrate that it must protect users’ privacy and data as well as it does under the GDPR (AVG). Fitbit data may not be combined with other available data from google there are clear agreements with the U.S. organization overseeing privacy compliance. VitalityProfile stores all its data in servers in Amsterdam in the Netherlands.
HOW LONG DOES VITALFACTS HAVE ACCESS TO MY FITBIT DATA?
After 12 months from the conclusion of the program, we will automatically delete your account unless a new subscription is taken out. If you want us to cancel your account sooner, you can do so by sending a message to se*********@********ts.nl.
WHAT PRIVACY POLICY DOES VITALFACTS OPERATE?
Here you can find our privacy statement: Privacy Statement 2023 version 1.5.pdf
HOW CAN I REVOKE MY FITBIT AUTHORIZATION FROM VITALFACTS?
For this, you have two ways:
Fitbit App
Open the Fitbit app -> select settings (= cogwheel at top right) -> select paired apps -> Choose Manage paired apps -> you now come to a screen that lists all the apps you have given permission to interact with your account -> select revoke access under the heading “Vitality Profile by VitalFacts” -.> you’re done!
Online
Go to www.fitbit.com and log in with your credentials -> select top right cog and choose “Settings” -> choose “applications” -> select revoke access to the VitalityProfile application.
The video below shows how this works step by step.
Instructional video-Access-Fibit-account-by-VitalFacts-withdraw
If you have another question, or can’t figure it out with this page, please fill out the form above. We will contact you within 24 hours on weekdays.
Here you will find our current General Terms and Conditions: VitalFacts Terms and Conditions 2023 version 1.4
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We use cookies on this website. A cookie is a simple small file sent with pages from this website [en/of Flash-applicaties] and stored by your browser on your computer’s hard drive. The information stored therein can be sent back to our servers on your next visit.
Use of persistent cookies
A permanent cookie allows us to recognize you when you visit our website again. This allows the website to be set specifically to your preferences. Even if you have consented to the placement of cookies, we may remember this through a cookie. This eliminates the need to repeat your preferences each time, thus saving you time and allowing for a more enjoyable use of our website. Permanent cookies can be deleted through your browser settings.
Use of session cookies
A session cookie allows us to see which parts of the website you have viewed with this visit. This allows us to tailor our service as much as possible to the browsing habits of our visitors. These cookies are automatically deleted as soon as you close your web browser.
Use of tracking cookies
Tracking cookies from ourselves: With your permission, we place a cookie on your equipment, which can be retrieved as soon as you visit a website from our network. This allows us to find out that you have visited the relevant other website(s) in our network in addition to our website. The profile thus built up is not linked to your name, address, e-mail address and the like, but serves only to tailor advertisements to your profile so that they are as relevant to you as possible.
Google Analytics
Through our website, a cookie is set by the U.S. company Google, as part of the “Analytics” service. We use this service to track and get reports on how visitors use the website. Google may provide this information to third parties if Google is legally required to do so, or to the extent that third parties process the information on Google’s behalf. We have no control over this. We have not allowed Google to use the analytics information obtained for other Google services.
The information Google collects is anonymized as much as possible. Your IP address is expressly not included. The information is transferred to and stored by Google on servers in the United States. Google claims to adhere to the Privacy Shield principles and is a member of the U.S. Department of Commerce’s Privacy Shield program. This includes an adequate level of protection for the processing of any personal data.
Right to access and correct or delete your data
You have the right to requestaccess to and correction or deletion of your data. See our contact page for this. To prevent misuse, we may ask you to provide adequate identification when doing so. When it comes to accessing personal data linked to a cookie, you should include a copy of the cookie in question. You can find it in your browser’s settings.
Enabling, disabling and deleting cookies
More information regarding enabling, disabling and deleting cookies can be found in the instructions and/or using your browser’s Help function.
Removal of tracking cookies placed by third parties
Some cookies are set by third parties who display advertisements to you through our website, among other things. You can delete or permanently block these cookies through your browser settings.
How has VitalFacts organized information security?
We work hard to get, and keep, the security of our services at the highest level. To demonstrate this, VitalFacts has held the ISO 27001 international standard for information security since 2021. In addition, we work according to the Dutch standard NEN 7510 for health information.
If there are questions about the certification or access to specific documents is desired, requests can be made at in**@********ts.nl.
VitalFacts is committed to providing the best possible service. If you are dissatisfied with our services, we ask you to contact your contact person within VitalFacts about this.
Want to file an official complaint? Of course you can. To ensure proper handling of your complaint, VitalFacts follows a clear complaint procedure. We would like to learn from complaints to improve the quality of our services so that we can better advise you as a client and as a participant.
1. Filing a complaint
You can submit your complaint in writing by sending an email to in**@********ts.nl. By submitting your complaint in writing, we will treat your text as a starting point, thereby excluding any interpretations of the complaint by our employees. You will receive an acknowledgment of receipt within three business days.
2. Your complaint will be addressed
The complaint will be investigated by the management who may contact you for an explanation.
3. Verdict
Based on the information gathered, the board reaches a verdict. If the complaint is (partially) justified, this will indicate what improvement actions VitalFacts is taking. If the complaint is (partially) unfounded, this is clearly explained in the ruling. You will receive written confirmation of the ruling.
If you disagree with the ruling, you may file a written objection within one month of receipt. You will then be invited to explain your objection orally. Within one month of this interview, you will receive written notification of the decision from the management.
In some corporate networks, data that is sent is blocked and you, the participant, cannot complete the questionnaire, if at all. We then recommend that you complete the questionnaire on your own device (laptop or tablet) outside the company network.
By using the questionnaire with the “save” button at each section in between, you ensure that all completed questions are saved for each section and none of your effort is lost.
Don’t forget to send in the complete questionnaires at the end. If it is incomplete you will be notified of this and will have to complete the questionnaire first before you can submit it.
VitalFacts is “Vitality for Everybody.” Young, old, male, female, fit or not fit. There is something to improve vitality and energy for everyone. With innovative solutions that are fun, personal and easy, we achieve demonstrable improvement in vitality and energy in your organization.
