Frequently asked questions

If you paid with Google Play, then please check if you received a payment confirmation email from Google on the Google email account that was used during the payment process. If you received a payment confirmation email, then close Health Sync and open the app again. Check the license status in the About menu. If it still says “Trial period”, then please submit a problem report: select the Help Center menu in Health Sync and then click on on the last item ‘Report another problem’.

If you did not receive a payment confirmation email from Google, then the payment hasn’t been accepted by Google. You will get a refund from Google. You can submit a problem report, then we can check what happened, and help you solve the payment issue: select the Help Center menu in Health Sync and then click on on the last item ‘Report another problem’.

If you paid with the Huawei payment service, please submit a problem report: select the Help Center menu in Health Sync and then click on on the last item ‘Report another problem’.

Did you previously pay for the Health Sync license with the Google Play payment service? Then the payment information is stored with the Google account used when you made the payment. You probably use multiple Google accounts on your phone. If this is the case, try the following to solve the license issue:

With multiple accounts, the purchase problem is caused by the Google rule that the active account in Google Play while downloading the app, should be the same as the account used for the purchase.

It won’t work to use a reinstallation using the Google Play app on your phone. Google didn’t make this easy. You need to apply the following steps:

1. uninstall the Health Sync app
2. reboot your phone
3. on a desktop computer or laptop (not on your phone), open a web browser
4. in the web browser on the laptop/desktop computer search with Google for “Google Play Health Sync”, and select the page from Google Play showing the Health Sync app
5. check which Google account is active in the web browser: it must be the Google account that you used for the purchase. If it isn’t, change the Google account to the account used for the purchase
6. now click on Install and select your phone for the installation. If the install button is grayed out, please check the url, it must be https://play.google.com/store/apps/details?id=nl.appyhapps.healthsync without any suffix like &hl=en&gl=US)
7. wait until Google installs Health Sync again on your phone
8. initialize Health Sync
9. check in the ‘About’ menu of Health Sync the license status.

If you can’t solve the license issue, please contact us for support.

If you paid the license previously with the Huawei payment service, please submit a problem report: select the Help Center menu in Health Sync and then click on on the last item ‘Report another problem’.

Did you previously pay for the Health Sync license with the Google Play payment service? Then the payment information is stored with the Google account used when you made the payment. You probably use multiple Google accounts on your phone. If this is the case, try the following to solve the license issue:

With multiple accounts, the purchase problem is caused by the Google rule that the active account in Google Play while downloading the app, should be the same as the account used for the purchase.

It won’t work to use a reinstallation using the Google Play app on your phone. Google didn’t make this easy. You need to apply the following steps:

1. uninstall the Health Sync app
2. reboot your phone
3. on a desktop computer or laptop (not on your phone), open a web browser
4. in the web browser on the laptop/desktop computer search with Google for “Google Play Health Sync”, and select the page from Google Play showing the Health Sync app
5. check which Google account is active in the web browser: it must be the Google account that you used for the purchase. If it isn’t, change the Google account to the account used for the purchase
6. now click on Install and select your phone for the installation. If the install button is grayed out, please check the url, it must be https://play.google.com/store/apps/details?id=nl.appyhapps.healthsync without any suffix like &hl=en&gl=US)
7. wait until Google installs Health Sync again on your phone
8. initialize Health Sync
9. check in the ‘About’ menu of Health Sync the license status.

If you can’t solve the license issue, please contact us for support.

If you paid the license previously with the Huawei payment service, please submit a problem report: select the Help Center menu in Health Sync and then click on on the last item ‘Report another problem’.

Health Sync requires a license after the free trial period. In-app payments via the Google Play Store are currently not possible in Russia. We do not expect this situation to change any time soon, due to the war in Ukraine and international sanctions. But you can install Health Sync through the Huawei AppGallery and make a payment through the mobile phone provider or Qiwi payment. Follow the directions below.

On a non-Huawei phone, install the Huawei AppGallery
On a non-Huawei phone you first have to install the Huawei AppGallery. You can use the Huawei AppGallery website to install the AppGallery.

After installing the AppGallery, you need to create a Huawei ID. We recommend creating a Huawei ID with Belarus region if you want to sync with Huawei Health. Syncing from Huawei Health won’t work well if you use a Huawei ID that is created with country/region Russia. If you don’t want to sync with Huawei Health, you can create a Huawei ID with region Russia.

On a non-Huawei phone, install HMS Core
The HMS Core app is already installed on a Huawei phone. But on non-Huawei phone, you need to install HMS Core package, otherwise Health Sync cannot work properly with Huawei services.

1. Open the (Huawei) AppGallery
2. Search for HMS Core
3. Install HMS Core

Health Sync installation
Now you can proceed to uninstall the Google Play version of Health Sync and install the AppGallery version of Health Sync:

1. Uninstall Health Sync
2. Open the (Huawei) AppGallery
3. Search for Health Sync
4. Install Health Sync
5. Initialize Health Sync

Important: disable Google Play updates
If the Google Play Store is available on your phone, you should prevent updates to Health Sync via the Play Store:

1. Open the Google Play Store
2. Select the menu ‘Manage apps & device
3. Select the ‘Manage’ tab
4. select the “Installed” apps (default this list is selected)
5. select Health Sync in the list of installed apps
6. click on the three dots menu in the top right corner, and disable the auto-update

License payment
You can now arrange the license for Health Sync:

1. Open the Trial Period menu in Health Sync
2. Use your mobile provider as payment method, or use Qiwi as payment method

In some situations, you can’t configure QiWi or your mobile provider as payment method. If you have a problem with this, then please follow the directions:

1. open the AppGallery
2. select the “Me” tab
3. scroll down and select “Russia” as country/region (don’t do this for your Huawei ID, just here in the AppGallery, not somewhere else)
4. click on your account icon in the top left corner
5. select “Payment and purchases”
6. configure QiWi or mobile provider as payment method

Then start the payment process:

1. open Health Sync
2. select the Trial Period menu
3. select ‘buy now’
4. use the QiWi or mobile provider payment method during the payment process

This problem is often related to an incorrect installation of Health Sync on the phone. You can try reinstalling Health Sync on your phone. If it still does not work after the reinstallation, please contact us by sending an email to info@appyhapps.nl and let us know which phone model you are using. Then we can help you solve this problem.

Garmin doesn’t allow third party apps such as Health Sync to write data to Garmin Connect. Some third party apps offer a sync to Garmin, but this is not allowed by Garmin. These apps request your account name and password, and get full control over your Garmin account. This is against GDPR privacy rules. Apps shouldn’t require the password of your Garmin account.

The way Garmin offers to integrate with Garmin is safe but doesn’t allow syncing to Garmin. When Health Sync would add the illegal connection for syncing to Garmin, Health Sync would lose the license for the legal integration with Garmin.

When syncing step count data to Google Fit, it can easily happen that Google Fit still continues to track step count data and sometimes also activity data. Synced step count data can’t be combined properly with existing data in Google Fit. So Google Fit should not track step count data or activity data itself.

You can solve this issue, but it will take some time. Please follow the directions:

First verify the Google Fit setting about activity tracking:

1. open Google Fit
2. select the Profile tab
3. click on the gear icon (up to the right), the Settings menu opens
4. scroll down a little to “Track your activities”. Turn off this option.

When you turn off the “Track your activities’’ in Google Fit, sometimes Google Fit continues tracking steps and activities. This happens when another app is connected to Google Fit that triggers the tracking in Google Fit. In the settings menu of Google Fit, you can check the option ‘manage connected apps’. You could (temporarily) disconnect all apps that have some interaction with Google Fit, except Health Sync, and if you use the WeWard app, also except WeWard. Then check if the following day the sync is ok. If that works, then you could try to reconnect the apps you need one by one (one per day) to Google Fit, and see with which app the problem occurs again.

When you use a Samsung Galaxy Watch 4, 5 or 6, please make sure you uninstall the Google Fit app from the watch. When Google Fit is installed on the Watch 4, 5 or 6, Google Fit on the phone will track steps even when you disabled this.

After you make a change, you have to wait till the next day to see if the warning in Health Sync appears again. For the current day Google Fit already tracked steps itself, this can’t be undone.

Health Sync can’t integrate with the Zwift platform, because Zwift doesn’t allow this. But you can link your Zwift app with a free Strava account and then sync with Health Sync from Strava to for example Google Fit, Health Connect, Samsung Health or another app.

If you also sync activity data from Garmin Connect and activity data from Zwift is uploaded automatically to Garmin Connect, then Health Sync won’t sync the Zwift activity data that is stored to Garmin Connect. Garmin doesn’t allow third party apps such as Health Sync to read activity data written to Garmin Connect by other apps (not by a Garmin device).

You can combine the activity sync from Garmin and Strava without duplicated data. Health Sync will sync Garmin activity data from Garmin Connect, but if the Garmin activity data is also present in Strava, it won’t be synced from Strava. So you can link Zwift with Strava, and Garmin with Strava, and Health Sync can sync the activity data from both Garmin Connect and Strava without duplicating the Garmin activity data. You can configure the activity sync configuration in Health Sync with both Garmin Connect and Strava as the source app.

It seems the wrong Huawei account is linked with Health Sync. You use another Huawei account in your Huawei Health app. Please do the following:

First check the “Login ID” that you see in the personal info page in the Huawei Health app, because you will use this Login ID in the next actions when you reconnect Health Sync to Huawei Health:

1. open Huawei Health
2. select the “Me” tab
3. click on your account icon in the top of the “Me” screen
4. select “Personal info”
5. check the Login ID (not the email or phone number)

Then follow the directions to reconnect Health Sync with your Huawei account, using the Login ID that you see in the Personal Info page of Huawei Health:

1. open Health Sync
2. you probably see the popup about the wrong Huawei account, click on OK
3. you now should see the ‘Health Kit Authorization’ screen
4. click on the Huawei Health Kit icon at the top of the screen to start the reconnect process
5. Health Sync will first unlink your connected Huawei account, you will see after  a short time a Health Sync message on a green website. On older phones, Health Sync will automatically open again, on newer phones you will receive a notification that you need to tap.
6. then Health Sync will proceed with the new authorization, you will see the Huawei authorization page. Please use the Login ID that you saw on the “Personal Info” page in Huawei Health in combination with your password to login to your Huawei account.
7. you will again see a Health Sync message on a green website, and again receive a notification (if you have a relatively new phone). When you tap on the notification Health Sync will open to finalize the authorization process.
8. then Health Sync will ask you to do a new check if the linked Huawei account is the active account you use in the Huawei Health app. If you logged in with the correct Login ID then the check should show that everything is ok now.

Please first check if the correct Huawei account is linked with Health Sync:

1. open the Health Sync app
2. select the ‘connected apps’ menu
3. select ‘Huawei Health Kit Authorization’
4. tap the button ‘Check connected account’

If the connected account is ok, then try the following steps:

1. open Huawei Health
2. select the “Me” tab
3. select “Privacy management”
4. make sure the cloud links are enabled as shown in the screenshot:
   
5. disable the Huawei Health Kit link for about 10 seconds, then enable this link again
6. go back one screen and select “Settings” in the Huawei Health app
7. click on the “Sync” button in the top of the screen and wait for the internal sync in the Huawei Health app to finalize, this can take several minutes. Make sure it reaches 100% and a tiny popup with “Data synced” should appear at the bottom of the screen (for a short time period).

Then check if the sync starts working.

If the sync still doesn’t start working, you can reset the HMS Core app, please follow the directions:

1. First go the list of apps in the “Apps” Settings menu. First open the Settings menu, then Apps, and on some phones, one more time you need to select “Apps”.
   
2. In the ‘Search apps’ field, write: HMS Core
   
3. Select the HMS Core app
   
4. Select the Storage menu
   
5. Select MANAGE SPACE
   
6. Now click on CLEAR DATA. This doesn’t do any harm. But you will have to authorize Health Sync again for Huawei Health. Health Sync will show you what to do when you open the app. Maybe you will get some other service that asks for authorization. This depends on the apps you use on the phone.

After the HMS Core reset you have to wait a few hours to see if the sync starts working. If after a few hours the sync still doesn’t start working, please submit a problem report: open the Help Center menu in Health Sync and select the last option: Report another problem. Then follow the directions to submit the report.

When you live in the USA, you can use Huawei Health with a workaround to get all the Huawei Health features that people outside the USA can use. You can use this guide even when you don’t use Health Sync. Just follow the steps and enjoy your Huawei watch:

1. You need the Huawei AppGallery on your phone. T’he Huawei AppGallery app is called ‘AppGallery’. If you haven’t installed the Huawei AppGallery yet yet, please visit the site https://consumer.huawei.com/en/mobileservices/appgallery/ and install the Huawei AppGallery.
2. Only use data on the phone. No VPN.
3. If Huawei Health is installed on your phone: clear data for and uninstall the (Huawei) Health app (settings ->apps-> Health -> force stop, on the same page click on storage, clear data, then uninstall).
4. If HMS Core is installed on your phone: repeat step 3 for HMS Core: clear data and uninstall the HMS Core app.
5. Clear cache and data for AppGallery, but do not uninstall the AppGallery app.
6. Open AppGallery and it will immediately have a pop-up requiring you to download HMS Core. If it doesn’t request HMS Core, then you don’t need to install HMS Core if you don’t use Health Sync. Download the HMS Core app and then turn off the internet connection (no wifi, no mobile data) on your phone before installing. DO NOT open it yet.
7. Reopen the AppGallery and turn on the internet connection. Register for a new Huawei ID using Canada as the country/region.
8. If you selected Canada, you can use your own phone number for the account registration. Then verify by email to finish setting up the account.
9. Open AppGallery and check that it is logged in (log in if not).
10. Open HMS Core and make sure your account is logged in there as well.
11. Go back to Huawei AppGallery and download the Huawei Health app, then turn off the internet connection (no mobile data, no wifi) before you install the Huawei Health app.
12. With the internet connection still off, start the Huawei Health app. It will ask you about the country, select Canada.
13. Go through the next couple of screens of permissions until it requires an internet connection and then reconnect to your internet connection.
14. Link your watch with Huawei Health.

Your phone by default restricts background processes.

With Android 12 or 13 on Samsung phones, there are phone settings that restrict background processes for apps. Due to the default Samsung phone configuration, some sync update messages cannot be processed in the background. Another problem could be that the automatic synchronization is not working properly.

You can easily solve this, but it requires a few actions. You see the required configuration changes below, together with screenshots:

First open the Settings menu/app on your phone

Select “Battery and device care”

Click on the ‘Battery’ section in the device care page

Make sure Power saving is turned off, as shown in the screenshot.

Scroll down where you see the option ‘More battery settings’.

Click on the ‘More battery settings’

Make sure ‘Adaptive battery’ is disabled as shown in the screenshot.

Go back to the previous screen and click on the Background usage limits

1. Long press on the Health Sync icon
2. Select ‘App info’ in the popup menu. Sometimes you don’t see ‘App info’ but just a tiny circle with the letter i inside, then you can click on the tiny button
3. Select the ‘Battery’ menu
4. Make sure ‘Unrestricted’ is selected

Please visit the site https://dontkillmyapp.com/samsung and follow the directions for your phone model based on the Android version that your phone uses.

Huawei applies a default restriction policy for background processes. This prevents Health Sync from processing the sync in the background. You can fix this as follows:

1. Open your phone settings menu
2. Open the Battery menu
3. Make sure that “Performance mode”, “Power saving mode” and “Ultra power saving mode” are all three disabled
4. Then select the App Launch menu
5. You get a list of all your apps. Search for Health Sync and select the button: set it to “manage manually” and accept all three background options.

If your Pixel phone runs with Android 13, then you can do the following to solve the automatic sync issue:

1. Open the phone battery menu
2. Make sure ‘Battery saver’ is disabled
3. In the section about ‘Adaptive preferences’ make sure ‘Adaptive Battery’ is disabled
4. Go back to the main screen on your phone where you see the Health Sync app icon
5. Long press on the Health Sync icon
6. Select ‘App info’ in the popup menu (the tiny 🛈 button)
7. Select the ‘Battery’ menu
8. Make sure ‘Unrestricted’ is selected

If your Pixel uses Android 14, then the actions are slightly different:

1. Open the phone battery menu
2. Click on “Battery saver”
3. Make sure ‘Battery saver’ is disabled (maybe you need to configure this in the “Schedule and reminders” subsection
4. In the ‘Battery saver’ screen, click on “Adaptive battery” to open that section in the screen
5. Make sure ‘Adaptive Battery’ is disabled
6. Go back to the main screen on your phone where you see the Health Sync app icon
7. Long press on the Health Sync icon
8. Select ‘App info’ in the popup menu (the tiny 🛈 button)
9. Select the ‘App battery usage’ menu
10. Make sure ‘Unrestricted’ is selected

Your phone restricts apps from working in the background. This sometimes prevents Health Sync from processing background sync updates. Please open the phone settings menu, and especially the battery menu:

1. Make sure that your phone doesn’t use a power saving mode, or battery optimization mode.
2. Check for other restrictions that could harm the background processing of Health Sync and make sure that Health Sync can run without any restrictions in the background.
3. If there is an option to auto-start or auto-launch (not always there is such an option in the battery menu) then allow Health Sync to auto-start in the background.

Please visit the site https://dontkillmyapp.com/ and select your phone model, then follow the directions for your phone.

You can find the Android version on your phone as follows:

1. Open the phone Settings menu
2. Scroll down and select “About phone”
3. In the list of items about your phone you can find the “Android version”