Help

Which partner stores can I redeem my rewards at?

Your reward can be redeemed at KAUAI, vida e caffè, Mugg & Bean and Ster-Kinekor stores:

• Your reward can be redeemed at most KAUAI stores. However, if a KAUAI store is located inside a Virgin Active Health Club, it is at the discretion of the club's management to decide whether or not to allow non-Virgin Active members into the Club to redeem their rewards.
• You can claim your rewards at most vida e caffè stores and at Shell service stations nationwide (excluding Middelburg, Breede Valley, O R Tambo International and Cape Town International Airport, which will be added to the network soon). Your reward can also be redeemed at most vida e caffè stores nationwide, including most Torrador by vida e caffès.
• You can also claim your reward at Mugg & Bean Sit-down restaurants and Mugg & Bean ON THE MOVE stores nationwide. For a full list of participating stores, click here.
• Your reward can be redeemed at Ster-Kinekor cinemas nationwide at the snack counter. Ster-Kinekor rewards cannot be redeemed at self-service terminals.

How long is my reward valid for?

Your reward is valid for 14 days from the Wednesday they are first available. Rewards will be sent to you on the Wednesday after you achieve your goal and will expire two weeks later.

By when do I need to sync my fitness device or app to receive my reward?

You need to sync your fitness device or app with the Discovery app within your weekly goal cycle, which ends each Friday at midnight. If you don't sync your device or app before your goal expires, you won't receive your points and so won't reach your weekly goal to earn that week's reward.

I achieved my goal, when will I receive my reward?

You'll receive your reward the Wednesday after the week you achieved your goal.

How do you calculate my goal each week?

Goals are personalised to your activity levels, health status and your fitness levels that you will be asked about when you activate Vitality Active Rewards.

Why is there a delay in my points being awarded?

• Each weekly goal cycle runs from Friday midnight to the next Friday midnight.
• This means that you need to earn the points for each weekly goal by Friday, midnight.
• These Vitality points may not reflect right away, but as long as you have captured your points - synced your device, checked in on the iPad points device at your fitness facility, earned your points at a parkrun event or submitted your race event information to vitalityactive@discovery.co.za - before Friday midnight, then your points will count towards that week's goal.
• We allow up until Tuesday midnight for the points you've earned by Friday midnight the previous week to reflect.
• Rewards are only awarded on Wednesday so that there is enough time for the points you earned to pull through.

Why is it taking so long for my goal to drop or why did my goal increase when I didn't achieve my last goal?

Every week, you receive a personalised fitness goal based on various factors, including your goal achievement over previous weeks. This means that it's possible for your goal to increase even if you didn't reach your goal in the last cycle, depending on all your previous goal cycles.

If you do not achieve your goals, they will decrease. In some instances, it may take 4 to 10 weeks of not achieving your goals for you to see a decrease in your weekly goal, as your personal activity history determines the rate at which your goal will drop. Your goal will never drop below 350 points.

Your goal is based on several factors in addition to your goal achievement history, including your overall activity history as well as your health risk factors.

My reward QR/wiCode code isn't working?

Let the cashier at the reward partner scan your smartphone with the QR code of your selected reward on your app. The cashier can also manually enter the wiCode underneath the QR code at the till point. If that doesn't work, please ask them to call their head office for help.

Why is my Vitality Active Rewards goal so high?

Your goal level is based on your recent exercise history and if you have been able to achieve this number of points, or very nearly this number of points in previous weeks. Although you may not be able to achieve your goal by earning 100 points a day for gym visits, you will be able to achieve your goals if you track the exercise that you do at gym or by doing different types of activity.

We award points for activities where we receive verified data about the exercise that a member has done and fewer points where there is less detailed, verified workout data. This structure is intended to align the number of Vitality points awarded more closely to the expected health benefits of an exercise session, based on the data received.

This means that if you track your gym sessions with a heart rate monitor, you can earn up to 300 Vitality points for a workout.

Why do you award more points for heart rate than steps or gym visits?

We value clinically relevant and verifiable data because this helps us to better serve our members. Heart rate data is a more accurate measure and provides us with more verified data that can be linked to fitness and assessed for clinical relevance.

I don't want/have a device. How do I earn my points?

We still offer you many ways to earn Vitality fitness points, such as:

• Earn fitness points by taking part in any timed and verified race event locally or internationally in the disciplines of cycling, walking/running, swimming and major multisport events in line with our fitness points table.
• For members who are just starting out, you can earn 50 points for tracking 5 000 - 9 999 steps a day.
• You can also earn 100 points for taking 10 000 steps a day.
• There is a heart rate points category for workouts between 60 and 69% and between 70 and 79% of age-related maximum heart rate.
• The weekly maximum goal is 900 points for all Vitality Active Rewards members.

The weekly maximum goal for at-risk members with certain chronic conditions, health concerns during pregnancy, or members aged 65+ with risk factors is 600 points. You need to let us know if you qualify for this group.

Find out more about how to earn points on the 'How to achieve your goal' section of Vitality Active Rewards on the Discovery app.

How will I know which race events are points events or if I need to send my information to Vitality?

We have an online race calendar where you can see which events qualify for points. We advise our members to check the calendar on a regular basis due to the continuous update of the calendar with new events being added.

If the event does not feature on our race calendar, submit your race event details to vitalityactive@discovery.co.za. We accept proof of race completion in the form of a race results certificate (pdf or scanned) or a screenshot of the results with relevant info. The supporting document needs to have the following to be considered certified proof of completion of the event:

1. ID number
2. Event name
3. Date of event
4. Race type
5. Race number
6. Distance
7. Time in hours : minutes
8. Attach proof of race results i.e. certificate, screenshot of results on the website where Vitality can find the official race results.

Points for race events will be allocated depending on the discipline and distance of the event. Members have until Friday at 17:00 after an event takes place to submit their submission so as to count towards Vitality Active Rewards goals. Late submissions will still count towards Vitality fitness points.

My Vitality points are not reflecting what should I do?

Your Vitality points should reflect on your Activity history page within four days of completing a Vitality activity. Vitality points for fitness devices usually take between 24 and 48 hours to reflect, depending on when we get fitness data from our partners. Points that have not yet reflected towards your Vitality Active Rewards goal will be retrospectively allocated as soon as we receive them. This is an automated process so it is not necessary for you to report this to us. If your points have not reflected after this time, please email us and we'll assist.

Why did I only get one set of points if I did more than one fitness activity in one day?

Vitality points will only be awarded for one fitness activity a day. If you complete more than one fitness activity in a day, you will receive points for the activity that offers you the highest points. By awarding Vitality points for one activity on a day, we want to ensure that Vitality members achieve ongoing healthy behaviour they can keep up over time - rather than a "quick fix" that will earn you lots of Vitality points fast, but without the desired health and behavioural outcome.

Which devices and apps does Vitality use to award points?

Points for heart rate, speed and steps:

• Apple Watch
• Garmin
• Polar
• Samsung Gear
• Fitbit

Points for heart rate and speed:

• SUUNTO
• TomTom

Points for steps only:

• Jawbone
• Withings
• Misfit
• Health app (5s or newer model)
• Samsung S-Health
• iHealth

How do I link my Apple Watch to Vitality?

Once you have your Apple Watch, you first need to ensure that it is linked to your iPhone. To understand how to do this please visit the iStore or go to Apple support.

You must then give Vitality access to your Health app data by confirming the information you would like Health app to share with Vitality. You need to complete the following steps to successfully link your Health app to Vitality:

1. Ensure that your iPhone has the latest version of the Discovery app and the Health app installed. The Health app is available on iPhone (you need iPhone 5 or a later model to use Apple Watch).
2. Log in to the Discovery app and select 'Devices and apps' from the Vitality menu. A confirmation page will pop up on your screen.
3. Click 'Get started' which will take you to your Health app where you can choose the data that you would like to give permission to share with Vitality.
4. Select the data you would like to share with Vitality by toggling the button to 'On'. Then click on 'Allow' to share the data with Vitality.

To update the data permissions that you have given Vitality, complete the following:

1. Open your Health App on your iPhone. Click 'Sources' and then select 'Discovery'.
2. Select the data you would like to share with Vitality by toggling the button to 'On'. Then click on 'Sources' to share the data with Vitality.

Remember: Open the Discovery App to sync your Apple Watch workout with Vitality 30 minutes after every workout or once a week on a Friday before the Vitality Active Rewards goal period ends.

What is the age-related heart rate that I must reach in order to earn points during my workouts?

Vitality awards you:

• Up to 100 Vitality fitness points for tracking an average heart rate of between 60% and 69% (light).
• Up to 200 Vitality fitness points for tracking an average heart rate of between 70% and 79% (moderate).
• Up to 300 Vitality fitness points for tracking an average heart rate of between 70% and 79% (moderate) and 80%+ (vigorous).

Click here to view the average heart rate zones for your age.

How do I link my device to Vitality?

To link your device, please download the device app or visit the device website and create an account. You need to ensure that your device is linked to your device account.

Link your account to Vitality by clicking on the 'Link a fitness device or app' section and following the simple steps to link your account to Vitality. Remember to click on 'Allow' to authorise linking your account to Vitality. Once you have linked your device, it will show on the 'Link a device or app' page on the app.