What should I know about participating in a wellness program?

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As part of Fitbit's mission to help people lead healthier, more active lives, we're proud to partner with companies that also value health and fitness. If your employer invited you to participate in a wellness program using Fitbit devices, this article may provide helpful information about the program. For more information about using your Fitbit device and dashboard, see Fitbit Help.

  • Ordering a Fitbit device

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    How do I use my unique promo code?

    You may be prompted for a promo code when ordering your Fitbit device. Ask your program administrator for the code if you haven't received one. If the code doesn't work, contact your program administrator.

    Why can't I order a device?

    Some employers provide an online company "storefront" where you can order your Fitbit device, and you'll either access the store using a unique promo code or your company email address. Ask your program administrator how to access your store. If access requires your company email address, you'll be prompted to create a free Fitbit account first and then you can order a device.
    When you visit the store for the first time, you'll be asked to confirm your email address. If you can’t place an order because you didn't receive a verification email, check your Spam or Junk folder. If the verification email isn't there, contact Fitbit's Customer Support team for assistance.
    If you have a unique promo code, go to the online company storefront and insert it where prompted.

    How can I get help with placing an order?

    If you're having technical difficulty while placing your order, please contact Customer Support for assistance.

    What is the status of my order?

    Your order confirmation email provides tracking information. If you didn't receive it, check your Spam or Junk folder. If you deleted your order confirmation email, you can contact Customer Support for details. Please provide your confirmation number and the email address associated with your order.

    How do I exchange my device?

    If you ordered the wrong device or the wrong color or size, Fitbit offers a 45-day return policy. We will refund your purchase price so that you can buy a different device. To request a return for refund, contact Customer Support.

    How do I return my device?

    If you want to return a Fitbit device that you ordered from your company's storefront, contact Fitbit Customer Support. If your employer gave you a device directly, contact your program administrator for information about returns.
  • Participating in a Wellness Program

    This section provides information about joining, participating, or leaving a wellness program.

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    How do I join my company's wellness program?

    When you set up your Fitbit device you should have received an invitation to join your company’s corporate wellness program. If you didn’t receive the invitation:
    1. Log in to your dashboard.
    2. Click the gear icon in the top right and choose Settings.
      User-added image
    3. On the Fitbit Wellness page, click the pink Join button. If you don't see this button, ask your program administrator for another invitation.

    How do I set up my device?

    Visit to get started. The setup process includes:
    • Installing the Fitbit app on your compatible iOS, Android, or Windows 10 device.
    • Creating a Fitbit account if you don't already have one and charging your device.
    • Connecting ("pairing") the device to the Fitbit app so you can sync your data to your dashboard.
    The dashboard is where you can see your data, analyze historical trends, set goals, log food and water, compete in challenges with your Fitbit friends, and much more. Note that using the Fitbit app on a phone is recommended but not required; if you don't have one, you can set up and sync your Fitbit device with a computer instead and use the dashboard to check your stats. Detailed setup instructions for both mobile and desktop methods are available in How do I set up my Fitbit device?

    If I declined an invitation can I join the program later?

    If you declined the invitation to join your program but change your mind:
    1. Log in to your dashboard and click the gear icon in the top right.
    2. Click Settings > Fitbit Wellness.
    3. Click the pink Join button.

    How do I leave my company's wellness program?

    To leave your wellness program at any time:
    1. Log into your dashboard and click the gear icon in the top right.
    2. Click Settings > Fitbit Wellness > Leave Program.

    Once you leave the program, your data will no longer be shared with the program administrator.

    How do I change my group?

    If you chose the wrong group when you joined the program and want to change groups:

    1. Log into your dashboard and click the gear icon in the top right.
    2. Click Settings > Fitbit Wellness.
    3. Choose your new group and click Save.

    What data is shared with my company?

    When you join a program, you're asked to agree to share certain information with your employer. If you want to see that list again later, ask your program administrator.

    Can other employees see my data?

    Each company decides how to configure their program, including which data is made available and where. Please ask your program administrator for details.

    If you've added other Fitbit users as friends and want to adjust what information they can see:

    1. Log into your dashboard and click the gear icon in the top right.
    2. Choose Settings > Privacy and make your selections. Note that My Achievements refers to badges and trophies.
    3. Don't forget to click Save.

    What guidelines for the wellness program does my company abide by?

    Fitbit asks employers to adhere to our Wellness Community Pledge.

  • Viewing your Data

    This section provides information on finding and viewing your data.

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    Do manually logged steps count towards wellness rewards?

    If you forget to wear your Fitbit device, you can manually log your activities to make sure your exercise history is still accurate. For more information see How do I track my exercise and activities with Fitbit?

    Each company determines whether manually logged steps count towards wellness rewards, so ask your program administrator for details and restrictions.

    Why don't my steps and program tiles match?

    Your Fitbit dashboard has tiles for different metrics, such as steps, active minutes, and more. If the total number in your steps tile and wellness program tile don't match, sync your Fitbit device. If you still see a discrepancy, contact Customer Support to investigate the issue.

    How can I see my group's ranking?

    To see the group rankings for your program, log into your dashboard and click the My Wellness tab located on the main navigation bar.

  • Troubleshooting your Device

    For more troubleshooting information, click the image of your Fitbit device on Fitbit Help and search for a term or browse the categories. If your device is charged but has stopped responding, we recommend following the instructions in How do I restart my Fitbit device?

    What should I do if I lost my device?

    Please see I lost my Fitbit device for help finding a lost device.

    What should I do if my device is damaged or defective?

    If your Fitbit device is damaged or defective, please contact Fitbit Customer Support so an agent can troubleshoot the issue. If necessary, Fitbit will replace defective devices that are covered under warranty. If you're asked for a proof of purchase, please let the agent know that you belong to a wellness program and give the company name. No receipt will be necessary.

Last updated: September 25, 2017
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