If you're seeing a message in the app indicating that your program is paused when it shouldn't be, there are a couple of reasons this might be happening:
1. Your app is hanging onto old data and needs a refresh!
It's possible that your program was recently unpaused, but the app is still holding onto old data. In this case, try restarting your phone by turning it off for at least 30 seconds before turning it back on. This often resolves the issue.
- You can also try signing out and then back into your app by doing the following:
- Open the app and tap the three horizontal bars on the top left corner of the screen.
- Tap “Settings,” then tap “Sign Out.”
- You’ll then see a screen that says “It pays to be healthy. Get Started.” Tap on “Get Started” and use your mobile phone number to sign back into the app.
2. We haven’t received a check-in from your app in a while.
Alternatively, if we haven't received a check-in from you for a while, our system automatically pauses your program to prevent loss of rewards. If this is the case, please contact us so we can try to assist you with anything that may have been preventing you from checking in.
If you know you shouldn't be paused, simply tap on "Not Now," snap a photo for your check-in, and submit it as you normally would. Repeat this process twice, and you should no longer receive the pause message.
If you know you shouldn't be paused, please don't hesitate to contact us.