Frequently Asked Questions
(Select your language using the flags below if required)
The first section called 'Top 10 Most Popular Questions' lists the most common questions we receive from users, all with steps to solve. Review this list of questions and answers first. For most people it just works 'straight out of the box'. But if you are having a problem or need a bit more info, then you'll find the answers below.
Top 10 Most Popular HeartWatch Questions & Answers
iOS 15 Issue Only: I do not see any health permissions in iPhone settings for AutoSleep
Question #1: Not seeing any data or Watch app not working?
Answer: This is due to either some iPhone/Watch settings, Apple's iPhone & Watch operating system or health permissions. We have documented out all the steps starting with the most common. Refer to the following link.
Question #2: Updated my iPhone iOS and Watch OS but my data disappeared?
Answer: This is due to some health permissions that have not been granted by Health during your update. Your data is still in Health. This is more common in Watch OS6.
Question #3: Pulse not working on my Watch?
Answer: This is also due to some health permissions that have not been granted.
Question #4: Why are my heart rate alerts slow?
Answer: Because the Watch is capable of running lots of apps, Apple uses various strategies to decide whether an app is granted background time. See the below link for steps to get the best performance with alerts and notifications.
Question #5: Asking for my Date of Birth (DOB)?
Answer: For mysterious reasons there are multiple places that Apple allows you to enter your date of birth, but this is the right one. Date of Birth is stored and maintained in the Apple Health app. This is an app that comes pre-installed on your iPhone and has a white icon with a red heart. To enter your data of birth in iOS 14+:
Go into the Apple Health app. If you can't find it, swipe right on your home screen until you get to search and then type in "Health".
Tap the Summary tab at the bottom
Press your profile icon in the top right corner, then select Health Details.
Press the Edit button in the top right corner.
You can now edit your details.
If after doing the above and it still doesn't work, then it will be due to missing permissions. Follow this link here to review your health permissions.
Question #6: How do I learn more about using HeartWatch?
Answer: Visit our Quick Start Guide as a first step to understand the basics. Over time you may like to refer to our User Guide which explains all the functionality in detail.
Click here for the Quick Start Guide
Click here for the Full User Guide
Question #7: I use the Apple Sleep app or my sleep data looks incorrect?
Answer: There is a design flaw in Apple's Sleep app where it uses your iPhone for 'In Bed' and Watch for 'Asleep'. Consequently 'In Bed' is often wrong meaning your sleep metrics will be out and this will pull through into HeartWatch. You can fix this by changing some setup options.
Question #8: Where is the Watch App?
Answer: This is a lovely little bug that has become much more popular in iOS 13+. If the Watch app isn’t showing in the Apple “Watch” settings app on your iPhone then here's what to do. You fix this by "turning it off and on".
Power the iPhone and Watch off and on as per these links. i.e. Shut down completely and restart.
The Watch app should now appear in the “Watch” settings app on the iPhone so that you can install it to the Watch.
Question #9: No Blood Oxygen SpO2 Data Showing
Question #10: How do I use the Watch app to take my pulse, start a workout or sleep, etc.
Answer: The Watch does lots of things. You can learn how it works and what it does here.
If you haven't read the Quick Start Guide of HeartWatch's main features yet, we highly recommend this as a first step for beginners as it explains some of the common setup issues that catch out new Apple Watch owners.
Popular Data Questions
Where Does My Health Data Live
All your health data used by HeartWatch is stored in the Apple Health app. HeartWatch will never be able to delete your health data, as this all managed in the Apple Health app. HeartWatch deliver total privacy on your health data, refer to our Privacy page for more information.
Not Seeing Any Data or Watch App not Working
There are two mains reasons for errors. Click here to see a dedicated page setup for this with steps to solve.
Not Seeing Any Data After Updating
This is due to some health permissions that have not been granted. This is more common in Watch OS6. Its an easy fix following these steps:
1. Go into the iPhone Settings app on your iPhone. Choose Privacy, Health. Press HeartWatch and then press all categories off.
2. Power the iPhone off and on as per this link. (i.e. shut the iPhone down completely so that it restarts with the on screen). https://support.apple.com/HT201559
3. Power the Watch off and on as per this link. https://support.apple.com/HT204510
4. Now in iPhone Settings, Privacy, Health, HeartWatch press all categories on. Make sure that all the switches are turned on
6. Now go into HeartWatch iPhone app
7. Press the little Settings Cog on the top row (image below)
8. Select Advanced Settings (image below)
9. Select Rebuild History (image below). A red heart will appear and days will start to pre-fill. Note this may take a few minutes as it loads up 12 months of data.
Watch data different to iPhone data
Your Watch communicates with your iPhone app during the day and night, so sometimes it may be a little behind and not exactly in sync. To refresh your iPhone app data, pull down on the HeartWatch Today view until you see the HeartWatch logo appear and it will refresh. All sections on the Today view also have a quick refresh icon you can tap, as shown in the Navigation section.
Not seeing Heart Rate, Energy or Sleep Data
This is normally due to HealthKit permissions. Heart Watch reads your heart rate data via your iPhone's Health Data Store. When you first launch the app it will ask for your permission. It's important that you provide your ok for all this information as it is required for all the required calculations. If you were accidentally a bit quick doing this and missed granting permissions, then you can do this at any time by going into iPhone Settings, Privacy, Health, selecting Heart Watch and turning the required permissions on.
If you are not seeing anything you have entered on the Watch, such as sleep or measurements then pay particular attention to the write permissions.
News shows "you do not capture this useful metric..."
This is due to the information not being captured for that story. For example, you may not wear your Watch for sleep tracking so it cannot report on your sleep bpm, or perhaps you cannot see SpO2 data because it requires an Apple Watch Series 6 or above. Remember you can add/remove stories by scrolling to the bottom of the screen.
How do I show HeartWatch Data to my Doctor?
Some users open HeartWatch, go into Journal and show directly from their iPhone, viewing the list view and then drilling in where needed. Other options include using the Export feature found in settings, which can produce a report with all the key measurements over the time period you select. Its really up to whatever you feel comfortable with. But we are developing a new Health Report that will be exactly for this type of scenario.
Showing: There's a Problem with Apple HealthKit on Rebuild
This has been fixed in the latest Version 4.1.1 release. We recommend updating to the latest version. Once updated, please perform a rebuild of your history by going into Settings (red cog), tap on Advanced Settings then tap on Rebuild History.
Popular Setup Questions
How do I enter my Date of Birth?
Date of Birth is stored and maintained in the Apple Health app. This is an app that comes pre-installed on your iPhone and has a white icon with a red heart. To enter your data of birth in iOS 14+:
1. Go into the Apple Health app. If you can't find it, swipe right on your home screen until you get to search and then type in "Health".
2. Tap the Summary tab at the bottom
3. Press your profile icon in the top right corner, then select Health Details.
3. Press the Edit button in the top right corner.
4. You can now edit your details.
I've got a Shiny New iPhone! How do I keep my data?
Everything is stored in the Apple Health database.
There are two ways to restore this on a new iPhone:
Using iTunes (my preferred method as it is faster and much more reliable)
Once you are happy your old iPhone is up to date and have decided on what you want to carry across to your new iPhone, turn on flight mode on your old iPhone.
Connect to iTunes on your Mac or PC.
Perform a backup, but, make sure that you have turned on the password protection option. As long as you do this, it will save all your encrypted data, such as health data, network settings passwords etc.
When you get your new iPhone, connect to iTunes and restore from the backup of your previous iPhone.
If you have previously enabled iCloud health synch then you can restore your health data by signing into your iCloud account on the new iPhone. Then go into the Apple Health app and you’ll start to see all the data appearing. It can take quite some time for everything to show up. Sometimes a whole day.
If everything fails to show up in the app, then is sometimes due to permissions not being carried across. Usually deleting and re-installing the app solves this. But remember to press Keep on the second message that you get when you delete the app.
Finally. Always unpair the Watch from your old iPhone and set up as a new Watch on your new iPhone. The automatic method Apple provides is not very reliable.
Family Sharing has Stopped Working
Family Sharing is enabled with HeartWatch (and encouraged by us!) We have heard of the rare issue in iOS 13.
Many folk have been able to solve via this method:
If not, then you will need to contact Apple Support as they run the App Store and set up and control family sharing (developers have no access or control over this, it's all handled by Apple). Here's the link to use to do this: Contact Apple Support
Popular Heart Rate Questions
Not seeing automatic Heart Rate readings
If you have disabled "Wrist Detection" in your Watch settings, General panel, or have set your watch to low power mode, this can result in your Apple Watch no longer taking automatic heart rate readings throughout the day. Check Wrist Detection by going into the Watch app, then Passcode.
Delays in Seeing Heart Rate or Sleep Data in the iPhone app
Occasionally you will experience a minor delay while your Watch writes health data to your phone and the health store does its updates. These are generally minor. You can pull the Heart Watch summary screen down at any time to get the latest update, this is shown in our Navigation page.
What are the Daily Graph Icons
You will notice a little icon to the right of the screen against each measurement, this acts a quick reference to the following:
Purple 'Sleeping' Person = shows you were asleep when the measurement is taken
Green Person = the measurement was taken when you were sedentary (did not move for 5 minutes before the measurement)
Red Person = You were active, eg. walking, etc.
Blue = Neither of the above
Broken Heart icon = the broken heart icon is when your Watch is streaming data. This either comes from the Watch detecting that you are moving at a faster rate, or, if you use the Apple Heart Rate app on your Watch. This means that your Watch is streaming the heart rate. Capturing a reading every 5 to 10 seconds. HeartWatch caters for this so that your average is not adversely affected by the streaming results and gives a more accurate average for the day.
Heartbeat line ECG icon = The ECG icon refers to when you have taken an ECG. The averages have also been refined to take these types of high frequency readings into consideration to provide a more accurate picture of your day.
More information can be found in the Wellness page.
No Blood Oxygen SpO2 Data Showing
What is Sleeping HRV and Waking HRV?
Have you used Morning Briefing in HeartWatch news? If you touch the story it will explain what it is and what it is use for.
Sleeping HRV is the average of your HRV readings for the night. When compared against your trailing average it is a good indication of how stressed you were during sleep. If your days reading is higher than the average then you are less stressed. If it is lower then more stressed.
Waking HRV is taken upon waking by using the Breathe app on your Apple Watch. On waking lie very still and do a 1 minute breathe session. When compared to your accumulated averages this can then let you see mental & physical stress. If higher, you are less stressed. If lower more stressed.
Refer to HRV in the Wellness page for more information.
How Does Blood Pressure Work
As up to the current Apple Watch Series 6, the Watch cannot measure your blood pressure, but you can speak measurements into HeartWatch or use a blood pressure device to do the measurements that integrates into Health on your iPhone. Unless you have an integrated device that sends your blood pressure readings directly into Apple Health, we recommend using the Speak option on the HeartWatch app, its super easy and it recognises your voice as a blood pressure measure and puts it directly into your Health app. More information can be found in the Watch Use section on recording measures and notes, but as a quick example, you just open the Watch app, select 'Speak' from the menu, tap the microphone icon and then speak the reading, for example "blood pressure 124 over 81", HeartWatch will do the rest by recognising it as a blood pressure reading and add it directly into HeartWatch.
More information on blood pressure can be found on the Wellness page.
Popular User Interface Questions
What are the tiles, badges and stuff?
How do I enter Measurements like weight, blood pressure, temperature?
You can use your Watch to speak in measurements or you can use Journals in the iPhone. See links below for both to understand more:
I Have Lost My HeartWatch Tiles?
You can enable or hide HeartWatch tiles within the app, so never fear if you accidentally turned one off. Refer 'Turning Tiles On and Off' in Navigation to see how to turn them back on.
I'm Stuck on the Welcome Screen After Installing
Just do a force close of the app and reload and you should be good to go from here on. Click here to see how to force close an app.
Viewing Details Graphs for a Previous Day
Popular Watch App Questions
How do I use the Watch app to start a workout or sleep, etc.
The Watch does lots of things. You can learn how it works and what it does here.
Im using the Apple Sleep app and my data looks incorrect
Apple's Sleep app where it uses your iPhone for 'In Bed' and Watch for 'Asleep' which can lead to issues. Refer to this page for using HeartWatch sleep tracking with the Apple Sleep app.
How do I see my live heart rate on my iPhone during Workouts
HeartWatch allows you to broadcast your heart rate to your iPhone when running a workout, very handy for when exercising on a rower or stationary bike. Refer to Watch Use Workouts to see how to stream your heart rate.
Not Seeing Data on Watch App
If you are seeing your heart rate data in the HeartWatch iPhone app, but not seeing any data on your HeartWatch Watch app, then this is likely a HealthKit permission problem. To fix, follow these five steps.
1. Remove the Watch app from your Watch.
2. Reboot the Watch by simultaneously pressing the Crown & Side button until you see the Apple logo appear.
3. Reboot the iPhone by simultaneously pressing the home button and the sleep wake button until the Apple logo appears.
4. Once both devices are back to life, wait a few minutes until they are both happy and communicating.
5. Re-install the Watch app.
This should fix most cases of not seeing data on the Watch.
The Watch app has become slow or unresponsive
A quick reboot of the Watch will get everything performing well again. They are fancy computers on your wrist so they can get a little tired after a week or so. You can do this by pressing the crown and side button simultaneously until you see the Apple logo. This will take about a minute. After that everything will be super fast again. It's good to do this once a week when you put the Watch on the charging dock.
Pulse Not Working on Watch
This is due to some health permissions that have not been granted. Refer to the health permissions page for instructions to fix.
Where is the Watch App?
This is a lovely little bug that has become much more popular in iOS 13. If the Watch app isn’t showing in the Apple “Watch” settings app on your iPhone then here's what to do.
You fix this by "turning it off and on".
Power the iPhone and Watch off and on as per these links. i.e. Shut down completely and restart.
The Watch app should now appear in the “Watch” settings app on the iPhone so that you can install it to the Watch.
Cannot add Complications?
Sometimes the Watch setting app on iPhone doesn't get informed that there are shiny new complications.
You can resolve by adding them directly on the Watch itself. Refer to the official Apple support page on setting up Complications here. For additional information on the Complications available in HeartWatch, refer to Complications on our Watch Use section.
Complication on Watch Not Showing Data
This could be due to a few reasons:
If you are not seeing any data on the Complication at all, refer to this page for steps on 'Not Seeing Any Data'. This is due to some health permissions that have not been granted.
If you have data showing it may just be that you need to make sure you have the correct Complication setup, as HeartWatch has multiple options to select from for Pulse, Daily Avg, Sedentary Avg and so on. That is, you may want to see your Pulse but it is showing Sedentary Average. This is all setup from your Watch Settings menu, go to Watch Use Complications for more instructions.
If your alerts are not updating quickly enough, refer here on getting the best performance.
Why is it draining my Watch battery?
Well, it isn't really. There's an Apple install bug that sometimes doesn't end gracefully and keeps the comms open between your Watch & iPhone and drains your battery.
It’s very important to perform all these steps in the exact order. Especially 2 & 3 are these cause crashed OS services to restart.
Remove the Watch app (via the Apple “Watch” settings app on your iPhone - black icon with picture of Watch).
Power the iPhone off as per this link. (i.e. Shut the iPhone down completely so that it restarts with the on screen). https://support.apple.com/en-au/HT201559
Power the Watch off and on as per this link. https://support.apple.com/en-au/HT204510
After a couple of minutes, install the watch app.
Popular Alerts & Notifications Questions
My background alerts are delayed/not working.
Firstly, in order to get the background processing time in the Watch to be able to do alert monitoring, you need to have the HeartWatch complication on your watch face. It is also best practice to go into the app when you first put your Watch on. This tells the Watch that you use the app and that it is important to you and ensures that any background services are started.
To add a complication to your Watch, press the clock face firmly until you feel it push back, then press customise. Swipe and you will be able to set up the complication. Refer to the official Apple support page on setting up Complications here.
The complication should be updating every 10 minutes. This same process also does the alert processing natively on the watch. It will only alert for things that it knows you haven't seen though. The Apple Watch takes background readings every 2-10 minutes so this timing ties in well.
ALSO NOTE: If you put the Watch on the charger for even a single minute, then put it back on, this resets the processing budget for all complications and makes them much faster. This is useful to do in the morning if you have worn the Watch overnight.
How do I control Alerts
Alerts are all configured directly from the Watch app under the Settings menu. Open your Watch app, scroll down to Settings and you will see a menu item for Alerts. Additional information please refer to the alerts section in Watch Use - Alerts on configuring alerts.
I want to set custom alerts for my workouts.
Yes, your heart rate max percentage can be set to custom values. It is all setup in Settings under Heartbeat. Refer to our Settings page for setting HR zones alerts during workouts
I want to set custom daily zones for my heart rate.
Yes, this is similar to the above workout zones. Your heart rate max percentage can be set to custom values. It is all setup in Settings under Heartbeat. Refer to our Settings page for setting HR zones for your daily heart beats.
Popular Workout Questions
Which Workouts Show GPS Maps
How Do I Turn Off Workout Vibrations & Alerts
Not seeing Workouts
When you are active, by default your Apple Watch will not take automatic heart rate readings. When exercising, you need to tell your Watch that you are doing a workout. This changes the heart rate monitoring mode to the high sampling rate.
The easiest way to do this is to start a workout directly in the HeartWatch app. You can also either use the inbuilt Apple Watch workout app or whatever your favourite workout is that writes workout data to the Apple Health database (HealthKit).
Always remember to end and save the workout. This will write the workout information to the Apple Health database and allow it to show in the HeartWatch iPhone & Watch apps.
Walks and Runs Show in Health but not on HeartWatch
Move, Steps or Distance Different on Watch to iPhone
Why are my Steps slower to update
Popular News, Fitness Habits & Activity Questions
How do I learn more about Fitness Habits?
Why is my Morning Briefing mainly blank?
Sometimes you might see in News the text "You do not capture this useful metric..." This is due to the information not being captured for that story. For example, do you wear your Watch for sleep tracking? The Morning Briefing focuses on your sleep heart vitals and waking heart vitals, hence it needs you to wear your Watch overnight to capture the data with wrist detection and passcode enabled. Or perhaps you cannot see SpO2 data because it requires an Apple Watch Series 6. Remember you can add/remove stories by scrolling to the bottom of the screen. Refer to News for more information on how to do this. If you did wear your Watch to bed and its still blank, it may require health permissions to be allowed, as seen in this link.
Im Not Seeing Much Data in Fitness Habits?
Do you have at least 7 days of data? For Fitness Habits to work effectively it needs at least a weeks worth of data to analyse your data. The more you wear your Apple Watch the better the data will be. Refer to Fitness Habits for more information.
My Recommended Goals Are Decreasing
Depending on your goal level this may well be the case. As your Habit Status is tracked over a longer period of time, you may have achieved well over your targets for consecutive days, so the app will start to reduce your targets. This is not a bug, but part of the smarts of the Habit Status tracker. Refer to Activity and Fitness Habits for more information.
External Heart Rate Monitors
Why Use Heart Rate Straps
These monitors record samples at one reading per second and measure your heart's electrical activity rather than measuring the result optically per your Apple Watch's inbuilt sensor. While the Apple Watch has a fantastic heart rate monitor (the best wrist based monitor we have tested), when your workout isn't rhythmic like walking and running, such as weights workouts or is very high intensity, the optical sensor will sometimes skip recording heart rate readings when it doesn't have complete confidence in the result. In these sort of cases, external monitors are not affected, and will continue to deliver constant readings.
How to Setup with HeartWatch
There's a one time setup, then it is all automatic.
Firstly, in HeartWatch iPhone app:
Press the settings cog.
Select Advanced Settings.
Turn on "Enable 15 sec samples". This is to handle the enormous volume of data that these external monitors produce and ensure that you get clear easy to read results for your Workout Badge and detailed analysis.
Note: You can also set this to 1 minute samples. This is useful if you want to wear the external monitor for all day use or very long periods of exercise.
To connect the external monitor to your Apple Watch:
Put the chest strap on and click the module into place via its press studs.
Now, on your Watch, press the Crown to go to the menu, select Settings and then Bluetooth.
You'll see the external monitor appear in HEALTH DEVICES*.
Touch this and it's now connected. You never need to this again.
* If it doesn't appear, just exit the settings and go back in. It usually shows up the next time.
Now, in the future whenever you click the press studs into the chest strep your Apple Watch will use the external monitor in place of the inbuilt optical sensor.
The built in HeartWatch workout face will now update the workout gauge at one second intervals when the external HR monitor is connected.
Got a new iPhone and iPhone app is crashing
If you restored the new iPhone via an iCloud backup instead of iTunes then this has a minor problem in that they forgot to apply heath permissions via this method.
If you delete the app then re-download it will be fine.
iPhone App crashing on start
If HeartWatch is crashing on start, this is caused by HealthKit permissions not being correctly updated when you upgraded your iOS. This can be fixed by deleting the HeartWatch iPhone app, rebooting both the iPhone and Apple Watch and then re-installing and going through the setup process in the HeartWatch iPhone app.
As above, if you delete the app (note it gives two prompts, say Yes to the first question and Keep to the second question to keep your data) then re-download and it should be fine.
I just updated iOS on my iPhone / WatchOS on my Watch and things stopped working.
The most common problems are updating Watch without updating iPhone, Updating iPhone without Watch, or doing automatic updates. Even doing things properly, there are some Apple Health synch bugs where system services are not correctly started after an update. Step 4 below usually fixes those.
When updating iPhone or Watch, here's what's important.
1. Never, ever do automatic updates. They break things.
2. Always update your iPhone first. This is in iPhone Settings, General, Software Update.
3. Then update your Watch. This is in "Watch" app (black icon with a picture of a Watch on it), General, Software Update.
4. When the update has finished, power both devices off and back on again.
Power the iPhone and Watch off and on as per these links.
i.e. Shut down completely and restart.
In most cases, everything should now be just fine.
If not, then the update may have removed health permissions. Yes, honestly, they do this sometimes. You can resolve that problem below in the respective sections for each app.
Finally, in extremely rare cases, the update can corrupt the Watch's pairing to iPhone. You can solve that problem by unpairing then re-pairing as a New Watch per this link: https://support.apple.com/en-au/HT205025
Glossary of Terms
If you are still having problems, please contact us via the Support page or directly from within the HeartWatch app (recommended). There is a very good chance we can help you with your Watch problems and get everything working. Unfortunately if you decide to post your problem as a review on the App Store, there is no way we can help you as it is not possible for us to contact you by this means and this is really depressing as we want to help you.
Should you have any other questions or suggestions for our FAQ, please refer to our Support page for details