Google Health: a complete troubleshooting guide

Don't worry, we'll get your data back on track!
Having problems transferring data to Live Well? Let's tackle this together. We have a clear plan for restoring your connection.

Important: after each step, please wait 30 minutes and check whether the data is flowing again.

Step 1: check your Google Health data
- Open your Google Health app
- Check whether your steps and training sessions are displayed
- If not: synchronise your wristband/watch with the app
Tip: data goes directly from Google Health to Live Well, not from the device!

Step 2: reconnect the tracker in Live Well
- Open Live Well Menu → ‘Tracker connection’
- Find the Google Health logo
- Click on ‘Disconnect’
- Select Google Health again
- Follow the instructions
- Enable ALL permissions

Step 3: disconnect in the Google Health app
- In Live Well: disconnect Google Health again
- Open the Google Health app
- Go to: Account → Third-party apps → Manage apps
- Disconnect access for Live Well and/or Thryve
- Reconnect Google Health in Live Well

Step 4: disconnect on the Google Health website
- In Live Well: disconnect Google Health again
- Visit: https://myaccount.google.com/permissions 
- Log in
- Remove access rights for Live Well/Thryve
- Reconnect Google Health in Live Well

Step 5: clear the app cache
- Open your smartphone settings
- Go to ‘Apps’ → Live Well
- Select ‘Storage’
- Tap ‘Clear cache’

Step 6: complete restart
- Uninstall Live Well
- Switch your smartphone off and on again
- Reinstall Live Well
- Set everything up again

Reassurance boost: don't worry, your data will be retained during reinstallation!

Pro tips for best results
1. Be patient:
- Wait 30 minutes after each change
- Check the synchronisation regularly

2. Proceed systematically:
- Test one solution after another
- Make a note of what you have already tried

3. Keep apps up to date:
- Update Google Health and Live Well regularly
- Check for updates for your Google Health device

If nothing helps...
Have all the steps failed? Our support team is here for you!
- Document the steps you have taken so far
- Describe the problem in detail

Motivation boost: technical problems are only temporary. Stay active: your health will still benefit!

Your path to success
Start with the first step and work your way through systematically. Most problems can be solved with one of these measures. You can do it!

Remember: we are here to help you. Together, we will get your Google Health data flowing again!

Need further assistance? Don't hesitate to contact our support team. We are here for you and will find a solution!