What to do if you have disconnected a tracker that can no longer be reconnected, and how to get your activity counting again.
Time required: 3 minutes
User role: App user
Applies to: iPhone and Android
Module: Moves+ app > Profile > Tracker
Overview
It depends which tracker you disconnected.
| You disconnected | Can you reconnect it? |
|---|---|
| Apple Health | ✅ Yes. Just connect it again |
| Health Connect | ✅ Yes. Just connect it again |
| Garmin | ❌ No. Garmin cannot be reconnected once disconnected |
| Strava, Withings or Fitbit | Not applicable. These no longer connect to Moves+ at all, for anyone, whether or not you disconnected |
| Google Fit | Treated as no longer supported |
If you disconnected Garmin: that connection is gone for good. Garmin is no longer available to new users, so it cannot be connected for the first time either, and support cannot restore it.
If you disconnected Strava, Withings or Fitbit: reconnecting was never going to be the issue. Moves+ no longer connects to these trackers at all, for anyone, regardless of what you did. Your past activity and points are unaffected either way.
If you disconnected Google Fit: this is treated the same way as Strava, Withings and Fitbit. Contact moves@openplay.co.uk or your organisation's Moves+ team if you need this confirmed.
The good news: whichever tracker it was, you have not lost anything you had already earned. Your points, badges, challenge history and leaderboard position are all still on your account. Only the collection of new activity stopped.
What to do now
1. Connect Apple Health or Health Connect
- On iPhone, connect Apple Health.
- On Android, connect Health Connect.
2. Keep using the device you already own
You do not need to buy anything or change watch. Most wearables and fitness apps can send their activity into Apple Health or Health Connect, and Moves+ picks it up from there. That includes Samsung Health, Google Fit, Garmin Connect, the Fitbit app, and many watches and rings.
So if you were on a Garmin watch, for example, your watch keeps working exactly as before. It sends its activity to Health Connect or Apple Health, and Moves+ reads it from there instead of connecting to Garmin directly.
3. Expect a gap
Points only count from the moment you connect. Activity between disconnecting and reconnecting is not backdated. If that gap matters to you, contact your organisation's Moves+ team with the dates, since adjustments to points are made by your organisation rather than by OpenPlay.
Troubleshooting
Why can I not reconnect my Garmin?
Moves+ is moving to using your phone's own health app, Apple Health or Health Connect, as the way activity reaches us. New connections to Garmin were switched off, though existing connections keep working. Please do not disconnect yours.
Why can I not reconnect my Fitbit, Withings or Strava?
These no longer connect to Moves+ at all, even if the connection still appears to show in your settings. Connect Apple Health or Health Connect to keep earning points.
Can support restore my connection as a one-off?
No. The option no longer exists in the app for these trackers, so there is nothing to restore. This is worth knowing before you spend time asking.
I have not disconnected my Garmin. Should I be worried?
No, and please do not disconnect it. It keeps working for as long as you stay connected. There is no need to move across, but if you would like to, connect Apple Health or Health Connect; Garmin will carry on feeding into them.
I still have Fitbit, Withings or Strava connected but nothing is syncing.
That is expected. These no longer connect to Moves+ at all, even though the connection may still show in your settings. Connect Apple Health on iPhone or Health Connect on Android to keep earning points.
Will my activity look different through Health Connect?
It can differ slightly, because your phone's health app may record activity a little differently from the tracker's own app. See 'Perceived' versus 'Actual' activities.
I am on Android and nothing has synced since April, whatever I do.
That is a separate known issue. See Why has my Android activity stopped syncing?