Support & FAQ
Help for setup, Fitbit connection, Apple Health permissions, sync behavior, Pro billing, and privacy.
Last updated: February 14, 2026
Contact support
For account, sync, or billing help, contact support.
Email supportGetting Started
What is Health Relay?
Health Relay syncs selected Fitbit data into Apple Health on iPhone.
Is Health Relay available on Android?
Not right now. Health Relay currently supports iOS only.
Do I need a Health Relay account?
No separate account is required. You connect Fitbit and grant Apple Health permissions.
How do I set up Health Relay?
Open the app and complete three steps: connect Fitbit, grant Apple Health access, and finish setup.
Can I change which metrics are synced after setup?
Yes. Go to Settings -> Data Types and enable or disable metrics there.
What is included in the free plan?
Free plan includes steps sync with up to 7 days of history.
What does Pro include?
Pro includes up to 90 days of steps history, auto-sync on app open, and Pro metrics: resting heart rate, HRV, sleep, SpO2, and workouts.
Does Health Relay sync heart rate samples?
Not yet. Heart rate sample sync is currently not implemented.
Fitbit Connection
Why do I need to reconnect Fitbit?
Usually because your Fitbit session expired or required Fitbit permissions were not granted.
What Fitbit permissions does Health Relay need?
At minimum activity and profile; Pro metrics also require heartrate, sleep, and oxygen_saturation scopes.
What does 'missing Fitbit permission' mean?
Fitbit did not grant a required scope (for example activity, sleep, heartrate, or oxygen_saturation). Reconnect and allow all requested scopes.
What if Fitbit connection fails during setup?
Check internet, retry connection, and complete Fitbit authorization again.
Can I sync without connecting Fitbit?
No. Fitbit connection is required to fetch data for sync.
What happens if Fitbit rate-limits requests?
Sync stops and asks you to try again later. If retry-after is available, the app uses that guidance.
Apple Health Permissions
Why does Health Relay need Apple Health access?
Health Relay needs write access to save synced Fitbit metrics into Apple Health.
Where can I enable Apple Health permissions manually?
Health app -> Profile -> Apps -> Health Relay, or iOS Settings -> Health -> Data Access & Devices -> Health Relay.
Why are some Pro metrics not syncing even after I upgraded?
Those metrics may still be missing Apple Health permissions. Enable the corresponding toggles in Health app access settings.
What if the app says permission denied?
Grant Health Relay permissions in Apple Health, then retry sync.
What does 'needs permission' mean for a metric?
The metric is enabled, but Apple Health write access for that metric type is not authorized.
If Apple Health doesn't open from the app, what should I do?
Open Health manually and update permissions from Data Access & Devices -> Health Relay.
Sync & Data
How do I run a sync?
Tap 'Sync Now' on the Home screen.
Does Health Relay auto-sync?
Pro can auto-sync on app open once per day. Free does not auto-sync.
How much history does sync include?
Steps: Free syncs 7 days, Pro syncs up to 90 days. Pro metrics use their own metric-specific lookback windows.
What are current Pro metric lookback windows?
Current defaults are: resting heart rate 7 days, sleep 7 days, SpO2 30 days, workouts 30 days, and HRV 30 days.
Why does Apple Health steps total differ from Fitbit?
Apple Health can combine multiple sources (iPhone, Apple Watch, apps). Source priority affects totals.
How can I make Apple Health match Fitbit more closely?
In Health app, open Steps -> Data Sources & Access and move Health Relay higher in source priority.
What does 'Sync Completed' (not 'Sync Complete!') mean?
It usually means partial success: steps may sync while some Pro metrics failed or need permission.
What does 'no data' mean for a metric?
Fitbit returned no usable data for that metric in the current sync window.
Will sync create duplicate entries?
The app uses dedupe and source checks to reduce duplicates across sync runs.
I synced but steps did not increase. Why?
If Fitbit totals are not higher than app-written totals for that day, no additional steps are written.
Can I sync only steps?
Yes. Keep only Steps enabled in Settings -> Data Types.
Why might SpO2 fail to sync even with Pro?
Possible reasons include no usable SpO2 samples, missing Health permission, unsupported Fitbit payload type, or partial write failures.
Pro & Billing
How do I upgrade to Pro?
Open the Upgrade screen and choose a plan from the RevenueCat paywall.
How do I restore a previous purchase?
Use 'Restore purchases' on the Upgrade screen.
How do I manage or cancel my subscription?
You can cancel anytime from iOS subscription settings. The app may also provide a Manage subscription shortcut.
I purchased Pro but it is still locked. What should I do?
Refresh entitlements and try Restore Purchases. If still inactive, support should verify the entitlement identifier and offering setup.
Why does the app say billing is unavailable?
That build may be missing RevenueCat public API key configuration.
What should I do right after upgrading?
Go to Settings -> Data Types, enable Pro metrics you want, then confirm Apple Health permissions for those metrics.
Refunds & Cancellations
How do I cancel my subscription?
You can cancel anytime from iOS subscription settings.
What happens after I cancel?
Cancellation stops future renewals. Your access remains active until the end of your current billing period.
How are refunds handled?
Refund decisions are handled by Apple, not directly by Health Relay. Request a refund at reportaproblem.apple.com. See Refunds & Cancellations in Terms.
Why was I charged after canceling?
If a renewal was already processed before cancellation, Apple still charges that billing period. Cancellation prevents the next renewal, not charges already processed.
What does Restore Purchases do?
Restore Purchases is available in the app for re-linking active purchases.
My subscription status looks wrong. What should I do?
Contact support at healthrelay.app@gmail.com.
Privacy & Security
Where are Fitbit tokens stored?
On-device in secure storage.
Where is sync history/state stored?
On-device local storage for sync metadata such as last sync status and checkpoints.
Does Health Relay sell my personal data?
No. Current policy states Health Relay does not sell personal data.
Does Health Relay send my health data to its own backend?
Core sync flow is Fitbit APIs to your device and then Apple Health on-device. Billing/entitlement checks use RevenueCat services.
What does Disconnect All do?
It requests Fitbit token revoke, clears local tokens and sync metadata, resets checkpoints, and returns onboarding to initial state.
Does Disconnect All delete records already in Apple Health?
No. It clears Health Relay connection and local app state; it does not remove Apple Health records already written.
What happens if I uninstall the app?
Local app data is removed from the device. Existing Apple Health records remain unless removed directly in Health.
Is Health Relay a medical app?
No. It is not a medical device and does not provide diagnosis or treatment.
Troubleshooting
What does a connection failure usually mean?
Most often network connectivity issue, Fitbit auth issue, or missing Fitbit scope.
What should I do for general sync failed errors?
Retry sync, confirm Fitbit is connected, confirm Health permissions, and check internet connectivity.
Are notifications available?
Not yet. Notifications are currently listed as coming soon.
Before you contact support
- Confirm Fitbit is connected in the app.
- Run sync again from Home -> Sync Now.
- Open Health app -> Profile -> Apps -> Health Relay and confirm metric permissions.
- Or open iOS Settings -> Health -> Data Access & Devices -> Health Relay and confirm permissions.
- If Pro is active, enable the metric in Settings -> Data Types.
- If you upgraded recently, run Restore purchases once and retry.
Important limitations
- iOS only. Android is not supported right now.
- Heart rate sample sync is not yet implemented.
- Free vs Pro: Free includes steps sync with up to 7 days of history and no auto-sync on app open. Pro includes up to 90 days of steps history, auto-sync on app open, plus resting heart rate, HRV, sleep, SpO2, and workouts.
Known issues / known gaps
- Error-screen 'Contact Support' buttons currently do not open a support channel; they navigate back.
- Legal docs currently contain placeholder fields and should be finalized before publishing public support/legal pages.
Support-agent appendix
Reference for handling common ticket types.
| Error code | Meaning | Resolution |
|---|---|---|
| NETWORK | Network connectivity issue. | Ask user to check internet and retry sync. |
| OAUTH | Fitbit auth expired, invalid, or missing required permission. | Reconnect Fitbit and allow all requested scopes, then retry. |
| RATE_LIMIT | Fitbit rate-limited requests. | Ask user to retry later; if retry-after is provided, follow it. |
| HEALTHKIT_DENIED | Apple Health permission denied for one or more metrics. | Enable Health Relay permissions in Apple Health, then retry. |
| UNKNOWN | Unclassified sync failure. | Retry sync, verify Fitbit connection and Health permissions, then escalate if repeated. |
Canned replies
- Thanks for reaching out. Please run Sync Now once and share the exact message you see.
- This usually means Fitbit authorization needs a refresh. Please reconnect Fitbit and allow all requested permissions.
- If the message mentions missing permission, reconnect Fitbit and grant activity, profile, and Pro scopes if needed.
- Please open Health app -> Profile -> Apps -> Health Relay and enable the needed permissions, then retry.
- If Health does not open from the app, use iOS Settings -> Health -> Data Access & Devices -> Health Relay.
- Sync Completed usually means partial success. Steps may have synced while one or more Pro metrics still need permission.
- If Apple Health steps differ from Fitbit, check Health -> Steps -> Data Sources & Access and move Health Relay higher.
- If Pro is still locked after purchase, please use Restore purchases on the Upgrade screen and try again.
- Health Relay is currently iOS only, and heart rate sample sync is not implemented yet.
- If this continues after reconnecting Fitbit and confirming Health permissions, please contact support for deeper review.
Ambiguities found
- No explicit public support response SLA is provided.
- Current Pro metric lookback windows are listed as current defaults and may change.
- Known note states legal docs have placeholder fields, so legal pages may need final legal review.