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25 Posts authored by: go365admin3

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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 - Tips 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, here are some helpful tips to assist!

 

Please be sure that you are using your username and password with Go365. This will not be an email, if you are not sure what your username is, please follow the process "Forgot Username" on www.go365.com to verify.

 

Please be sure to select remember this device for each device you log in with.

 

The confirmation code is only active for 5 minutes, if it has been longer than that, the code will expire and you will need to start the process again. The code is valid for 5 minutes after the time stamp on the email.

 

Code not received: If you have not received your code, please be advised that it can take some time to be sent to your email and it may have been directed to your junk or SPAM folder

  • If you are using and email from the following providers, there is a current delay in the emails being sent. This is being worked as the highest priority by our IT department. If you have a secondary email, you can enter that to have it sent to. If you do not have another email, please continue to check back periodically.
    • Yahoo
    • Ymail
    • Rocket Mail
    • AOL

*Update* If you have not already, please try again to get your verification code there was an update by our IT department.

 

Locked out: If you have tried your code more then 10 times, it will state that you are locked out. There is no need to contact Go365, your account will reset in one hour and you will be able to try again.

 

Multiple Codes: If you have received multiple confirmation codes, please be sure to use the most recent one. As soon as a new code is sent, the previous confirmation code is no longer active.

 

Invalid Code: If you are receiving a notice saying your code is invalid, it could be due to the following reasons.

  • The code is more than 5 mins old. Once it has hit 5 mins, the code is no longer valid and will need to be resent.
  • You received multiple codes. If you have more than one code, be sure to use the most recent codes that was sent to you.
  • On a mobile phone. If you are on a mobile phone, please restart your phone and request a new code to try again.
  • There is a five code max, all codes after will be invalid. To resolve, please do the following:
    • Close all browsers
    • Clear cookies and internet history
    • Open a new browser
    • Please wait for all codes to come through, all will be invalid, delete all previous codes
    • Request a new code, allow time for the code to come through

 

Mobile App Code Entry Issue: Some versions of Samsung mobile devices, and others, are not letting you leave the app to retrieve your code and return to the app to enter it. If you are experiencing this issue, please do the following.

  • Once you retrieve the code from email or text, select the "App Finder" button at the bottom of the screen. This is most likely 3 straight vertical lines next to your home button.
  • Once selected, it will display all apps that are running.
  • Scroll to find the Go365 Mobile app.
  • You will then be able to enter your code.

 

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

 

Continued Issues: If you are still having troubles with the 2-Step verification process, please call 1-844-715-7402 for assistance. This is a dedicated number to help with the new verification process.

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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.

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What is happening? There is currently a delay with Daily Workout Points awarding, there may also be a longer delay than normal for the steps to get to any active challenges.

 

Who is affected? Anyone with a connected device.

 

What days are affected? Depending on how often you sync your device you may notice a delay from late December to present, more specifically 1/3/18 going forward.

 

What do I need to do? Nothing at this time. Continue to sync your device as usual, our IT department is working on a resolution and will backdate all of the Points and Bucks.

 

ETA? There is not an ETA at this time. Please be assured our IT department is working to have this resolved as soon as possible.

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What is happening? There is a delay in Daily Workout Points and Steps awarding.

 

What days are affected? 11/9/18-Present

 

What should I do? Nothing, continue to sync your devices as normal. All Points and steps will be backdated and uploaded once resolved.

 

ETA? Currently there is not an ETA but our IT department is aware of the issue and they are working on a resolution.

 

11/13/18 - UPDATE: All data is now uploaded and backdated into our systems. Please allow 24-48 hours for the Points to be processed and awarded.

 

What is happening? Points are awarding correctly for the CPR and First Aid Activities, however, we are noticing that it may not be showing accurately on the member's Go365 Statement.

 

Who is affected? This is not a wide spread issue, not all members are affected.

 

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

 

ETA? There is currently no ETA at this time. All updates will be added to this post as they are made available.

 

Please note: Points are awarded correctly on your account, they just may not be showing accurately on your Go365 Statement.

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What is happening? We've made some changes to the Message Center. This page will now only be used to store notifications.

 

 

Who is affected? All Go365 Members.

 

 

What does this mean? If you used secure messaging as a way to submit activity forms in the past, going forward you will need to upload them from the Activity Page on www.go365.com.

 

 

Ways to submit activities: From now on, you can upload your forms directly on the Activity Detail pages at www.go365.com. There is a new process to submit your Biometric Screenings to Go365. Follow How to submit a Biometric Screening for directions. You will still be able to submit prevention activities by following How to Submit a Preventive Exam?  or How to submit a Preventive Exam through the Go365 Mobile app?

 

 

Is there anything that I need to do? No actions are required. We encourage you to print any messages you wish to keep for your records, as you will not be able to view them  once the Secure Messaging tab is removed.

 

 

How do I contact Go365: You will still be able to reach Go365 at any time. Check out Contact Us  for all of the ways to contact Go365 if you have any questions or concerns.

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What is happening? There is an unable to join an employer created challenge due to “team full” error through the Go365 Mobile app.

 

Who is affected? All members trying to Join a Challenge through the Go365 Mobile app.

 

What do I need to do? Nothing at this time. Our IT department is aware of the issue and the fix is being escalated.

 

How can I Join my Challenge? You are able to join any and all challenges through a web browser at www.go365.com.

 

When will this be resolved? Our IT department has a fix in place and it will be escalated and resolved shortly. Any updates will be added to this post.

 

UPDATE** Issue is now resolved

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What is happening? When creating or joining a Private Challenge on the Go365 Mobile app, the invitation link from a friend to join a challenge does not work.

 

How does this affect me? You will not be able to join private challenges.

 

What do I need to do? Nothing at this time. Our IT department is aware and they are currently working on this issue as a high priority. No tickets or reports are required. This does not affect your ability to join other Community or Sponsored Challenges.

 

ETA: Our IT department is testing a fix as a high priority. There currently is not a scheduled release at this time, however they are hopeful it will be fixed within a week.

 

*As updates are provided, they will be added to this post. 

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What is happening: We are phasing out our  secure messaging system. You may have used this to send Go365 a message about your account or submit an activity.

 

Who is affected: All Go365 Members.

 

What should I do: No actions are required. We encourage you to print any messages you wish to keep for your records, as you will not be able to view them  once the Secure Messaging tab is removed.

 

Ways to submit activities: From now on, you can upload your forms directly on the Activity Detail pages at www.go365.com. There is a new process to submit your Biometric Screenings to Go365. Follow How to submit a Biometric Screening for directions. You will still be able to submit prevention activities by following How to Submit a Preventive Exam? or How to submit a Preventive Exam through the Go365 Mobile app?

 

How do I contact Go365: You will still be able to reach Go365 at any time. Check out Contact Us for all of the ways to contact Go365 if you have any questions or concerns.

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What is happening? Go365 Application will be unavailable due to a scheduled update. You will not be able to login.

 

How does this affect me? Members will not be able to access Go365 Application both web and mobile.

 

When will this happen?

Start:  8/17/2018 10:00:00 PM ET

End:    8/18/2018 12:00:00 AM ET

 

What do I need to do? Nothing at this time, it will be resolved once the update is complete.

 

If you need to contact Go365 please follow Contact Us for more information.

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As a Go365 member who earns Points by checking in at Anytime Fitness, this is to inform you that as of August 17 your preferred Anytime Fitness location will move to Beacon technology, changing how Go365 will verify your Anytime Fitness workouts and award Points. 

 

Action Required:

1. Download Go365 App

2. Go to the menu on the App and tap "Account & Settings"

3. Choose "Beacon" setting and make sure it's turned on

How Do I use the Beacon Check in?

 

Keep in mind that location services and Bluetooth must be on to wirelessly check in and get rewarded. You must also have a valid data connection to your smartphone carrier’s internet connection or available Wi-Fi connection.

 

That’s it!  Once your location has enabled the Beacon technology on August 17, 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.

 

However, not all locations will have Beacon technology.

 

Not to worry! Go365 offers more ways to earn up to 50 daily fitness points:

1. Use a compatible, connected fitness device such as a pedometer, fitness tracker (wearable devices or apps on your smartphone) or heart rate monitor. Use Device and Workout Guide to view a complete list.

2. Choose another participating fitness facility from our network of 30,000 nationwide locations

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What is happening? An error occurs while trying to log into the Go365 Community.

 

Why is this happening? There were updates over the weekend that caused a disconnect in the Go365 Community.

 

How does this affect me? You will be unable to login or post any content or questions.

 

What do I need to do? Nothing at this time. You will still be able to browse the posts and the information in the Go365 Community for any questions you may have.

 

When will it be fixed? Our IT department is working on a resolution. There is no time frame available at this time and any updates will be posted on this thread.

 

If you have an escalated issue, please follow the other forms of contact in Contact Us

 

8/14/2018 - UPDATE - Issue is resolved, you will be able to login as usual. Thank you for your patience!