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35 Posts authored by: go365admin3

What is happening? The Android version for the Go365 Mobile app has been crashing or closing for some users. The Challenges, and beacons check ins may also be affected as well. 

 

What do I need to do? Nothing at this time. Our IT department is working on a resolution and they will implement it as soon as possible. 

 

Thank you all so much for your patience! Updates will be posted to this thread as we have them. 

 

UPDATE:

11/14/19 - Our IT department has discovered the root cause and have currently set a fix to update overnight. 

What happened? Over night, Go365 made some changes to the Activities page on www.go365.com

 

You will now be able to view your recommended activities under their corresponding tab! This will make your activities easier to find by category! 

 

When you select "View Details" under the activity, it will take you to your Recommended Activities tab to get started on your wellness! 

 

 

 

Also added, were direct links to courses and conversations!

 

This will make finding and continuing your courses easier and more efficient when you are looking to start the next part of your course!

 

Be sure that you have the corresponding Recommended Activity set in order to earn Points for your courses and conversations. If the activity was not set or the course or conversation was not recommended, Points will not be awarded. 

 

 

 

What is happening? There is a current delay for steps and workout data starting from 10/3/19 to present. 

 

Who is affected? All devices and apps are being affected at this time.

 

What does that mean? You may notice a delay in your Daily Workouts awarding from recent dates.

 

What do I need to do? Nothing at this time, our IT department is aware and is currently working on a resolution. All Daily Workout data will be backdated to your account.

 

Updates will be added as they are received.

 

UPDATE 10/10/19: The underlying issue has been resolved. Please allow up to 48 hours for the steps to backdate and the Points to award. 

 

What is happening? You may be seeing a "Login Failed" or "Maintenance" error when logging into your Go365 account.

 

Who is affected? The Go365 Mobile app and www.go365.com as well as MyHumana and www.humana.com 

 

What do I need to do? Nothing at this time, our IT department is aware and is working on a resolution. Please be assured that this is a top priority and it will be resolved as soon as possible.

 

Updates will be added as we have them to keep you informed! 

 

UPDATE 10/1/19: The cause was discovered and has been resolved. The fix continues to process, however, most members will experience no issues moving forward.

 

If you are still experiencing an error after tomorrow, please contact Go365 through the secured chat or ask a question in the Go365 Community! 

Some troubleshooting steps may require you to check if your internet browser is set to auto clear your cookies and internet history. Here are some steps for the different browsers and how to disable that option. 

 

Browsers:

 

For Chrome
1. Open Google Chrome .
2. Click Settings. (In the address bar you can type; chrome://settings
3. Click on "Content Settings
4. Click on “Cookies”
5. Under the "Cookies" section, unselect "Keep local data until I quit my browser"

 

 

For IE
1. Open IE .
2. Click Tools (also shown as a gear)

3. Internet Options
4. Under “General tab”, go to “Browsing history” section and unselect “Delete browsing history on exit”

 

 

For Safari
1. Open Safari
2. Click Preferences (they can click Command+comma)
3. Under “General tab”, go to “Remove history items” section and change it to never.

 

 

For Firefox
1. Open Firefox
2. Click the menu button and choose Options.
3. Select the Privacy & Security panel and go to the History section.
4. In the drop-down menu next to Firefox will, choose Use custom settings for history.

5. Uncheck the box for Clear history when Firefox closes.

 

 

Go365 Mobile app:

 

Iphone:

To clear the cache and cookies, please uninstall the Go365 Mobile app and reinstall.

 

Android:

1. Open the Settings of your phone.
2. Tap the Storage heading to open its settings page.
3. Tap the Other Apps heading to see a list of your installed apps. 
4. Find the application you want to clear the cache of and tap its listing. 
5. Tap the Clear cache button.

What is happening? While logging in, you may experience a loading screen, or need to re-verify your device with each login.

 

What is affected? The Go365 Mobile app and Go365 Website.

 

What do I need to do? Nothing at this time, our IT department is aware of the issue and is currently working on a resolution. 

 

ETA? There is currently not an ETA at this time. 

 

Updates will be added to this post as they are available. 

 

9/27/19 UPDATE:

 

If you were experiencing the loading issue after the verification. This issue has been resolved and you will now be able to complete the verification process. 

 

If you are having to re-verify your device each time you login, please be sure that you do not have your browser set to auto clearing and that you are not using the incognito browser. Please check out the post below to disable this option. 

 

How to disable auto clearing of cookies 

 

You may need to clear the cache and cookies on your Go365 Mobile app, follow the steps below for directions. 

 

Iphone:

To clear the cache and cookies, please uninstall the Go365 Mobile app and reinstall.

 

Android:

1. Open the Settings of your phone.
2. Tap the Storage heading to open its settings page.
3. Tap the Other Apps heading to see a list of your installed apps. 
4. Find the application you want to clear the cache of and tap its listing. 
5. Tap the Clear cache button.

What is happening? Some members may experience an error, such as TFA Pending Registration, while trying to login or complete the verification process on www.go365.com

 

What is affected? www.go365.com 

 

What do I need to do? Nothing at this time. Our IT department is working on the issue as we speak. Please be assured that they are working on a quick resolution. 

 

What can I do? If you would like to check your Go365 account, please use the Go365 Mobile app for the time being. 

 

Please be assured that this error does not affect your account and you will continue to earn Points and Bucks. Any updates will be added to this post as we have them. 

 

9/11/19 Update: This has been resolved. You may need to follow the process to uninstall the Go365 Mobile app and reinstall. If you are still receiving the error, please Contact Us 

 

What is happening: Steps are being delayed from certain devices starting on 8/30/19. 

 

What devices are affected: Apple Health and Shealth apps and corresponding devices and watches.

 

What do I need to do: Nothing at this time, our IT department is working on a resolution and steps and Points will be backdated. 

 

ETA: There is currently no ETA at this time.

 

Updates will be provided as we have them!

 

Update 9/4/19: Apple Health delay (iOS Users) 9/4/9 - Please be sure that you have the version 4.0.1 of the Go365 Mobile app. 

 

Some important notes: Points can take up to 24-48 hours to fully award. Please be sure that if you had to uninstall and reinstall the Go365 Mobile app that you reconnect Apple Health or Shealth. 

 

How to connect Apple Health  

How to connect Samsung Health  

 

Update 9/6/19: Samsung Health Update 10.21.2019 - The Shealth issue has been resolved. Please be sure that when you reinstall the Go365 Mobile app that you reconnect Shealth and allow all data to be shared. 

 

As a Go365 member who earns points by checking in at your participating fitness facility, some of the facilities are moving to Beacon Technology. This will change how Go365 verifies your workouts.

 

Below is a list of facilities making the change, and the date that you will need to begin using your Go365 App to connect with the Beacon, for your fitness center check-in.

 

Facility NameFacility will be Beacon only on:
YMCA OF GREATER WAUKESHA COUNTY9/1/19
YMCA CENTRAL KENTUCKY 10/1/19
FRANKFORT KENTUCKY YMCA10/1/19
YMCA SAN ANTONIO11/1/19
HEUSER HEALTH11/1/19

 

How to use the Beacon:

Follow the directions in the link below to set up your Beacon check in.

 

How Do I use the Beacon Check in? 

 

That’s it! Once your location has enabled the Beacon technology, and you have completed the steps above you will be prompted to check-in through your smartphone and continue to earn your Points – within 24 hours! You can also check-in manually by pulling up the Beacon setting in the App and tapping your location once the App recognizes there is a Beacon nearby.

 

What is happening? The National Step Challenge is not available to view from your Go365 account.

 

Why is this happening? The National Step Challenge is going live as of 6/10/2019. Currently from now until then, there is a technical period where you will not be able to see the National Step Challenge listed in your app. This is happening so our IT department can divide companies into the proper divisions based off of team size. 

 

What do I need to do? Nothing at this time. If you are registered, the challenge will be back on your account as of 6/10/19 when it begins. In the mean time, please be sure that your devices are connected and are currently syncing to Go365. 

 

ETA? You will be able to view the challenge as of 6/10/19 when the challenge goes live.

 

Helpful Posts:

Go365 National Step Challenge 

Device and Workout Guide 

Connect your devices! 

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What is happening: Some members may experience the following error in the Go365 Mobile app as well as an overall lag or slowness in the app.

 

"Sorry we are unable to load the resources at this time. Please try again."

 

 

What do I need to do: Nothing at this time, our IT department is working on a fix. You are still able to access parts of the Go365 Mobile app and the online experience through the website is not affected. We will let you know if any further actions are required.

 

 

When will this be resolved: Our IT department is currently working on a resolution as a high priority. There is currently no ETA at this time. Any updates will be added to this post as they are received.

 

 

Please know that we will continue to keep you updated on any further actions needed. Thank you so much for your patience at this time.

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What is happening: Some members may be noticing a delay in Daily Workout Points being awarded.

 

Who is affected: Devices have included Apple Health, Shealth and Beacon Check-Ins.

 

What do I need to do: Nothing at this time, our IT department is working on a fix. We will let you know if any further actions are required.

 

When will this be resolved: Our IT department is currently working on a resolution as a high priority. There is currently no ETA at this time. Any updates will be added to this post as they are received.

 

Please know that we will continue to keep you updated on any further actions needed. Thank you so much for your patience at this time.

 

3/29/19 UPDATE: Resolution is expected for early next week. As long as your device was connected previously, you can expect the following:

  • Steps will be backdated
  • Points will be awarded within 24-48 hours
  • Steps will filter to all challenges within 48-72 hours

 

4/2/19 UPDATE: Our IT department as implemented a fix early this morning. With the information backdating, it can take up to 72 hours for the process to be complete and your Points to award.

 

If you do not see your steps in 72 hours: please complete the following to refresh the connection. :

  • Uninstall your Go365 Mobile app
  • Restart your phone
  • Reinstall the Go365 Mobile app
  • Reconnect Apple Health or Shealth

 

Please note: After uninstalling and reinstalling, you may need to follow the new verification process. Please check out 2-Step Verification Process - FAQ's and More if you are having troubles.

 

Thank you so much for your continued patience!

To protect your information and to keep your account secure, Humana has implemented a 2-step verification process. If you are finding some trouble with the new process, check out the FAQ's here:

 

Sign in help | Go365 

 

For more information on the 2-Step verification process, check out 2-Step Verification Experience

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What is happening? Due to updates to the Go365 Website, the site may not be available for a brief time.

 

When? This Friday, March 8th from 9:00pm-11:00pm

 

What do I need to do? Nothing, once the updates are complete, you will be able to login as usual.

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What is happening? Steps are uploading to Go365, however, they are not transferring to some challenges.

 

What is being done? Our IT department is aware of the issue and they are working on a resolution at this time. Your steps will be back dated to any and all challenges that you are participating in.

 

What do I need to do? Nothing at this time. Please continue to sync your device like normal to avoid missing data.

 

ETA? There is no ETA at this time, however, please know our IT department has this escalated and is working on a resolution as soon as possible.