What This Guide Helps You Fix
If your steps, sleep, heart rate, activity, or other health information are not appearing in Preslie, this guide will help you identify the cause and resolve common syncing issues.
Preslie receives information through:
- Apple Health (iPhone)
- Health Connect (Android)
Preslie does not connect directly to wearable devices.
If information is not available in Apple Health or Health Connect, it will not appear in Preslie.
Step 1 — Check Where the Problem Is
Before troubleshooting, confirm where the breakdown is happening.
Check Your Data Source
iOS (Apple Health)
- Open Apple Health
- Check if today’s data appears for:
- Steps
- Sleep
- Heart rate
- Activity
Android (Health Connect / Google Fit / Samsung Health)
- Open your wearable app (Oura, Garmin, Fitbit, etc.)
- Confirm today’s data is visible
- Open Health Connect and check if categories show recent updates
What This Tells You
- If data is missing here, the issue is with your wearable or phone.
- If data is visible here, continue to Step 2.
Step 2 — Check Permissions
Preslie can only display data that you have allowed it to access.
iOS (Apple Health)
- Open Settings
- Go to Health → Data Access & Devices → Preslie
- Enable relevant categories:
- Steps
- Sleep
- Heart rate
- Activity
- Energy burned
Android (Health Connect)
- Open Health Connect
- Go to App Permissions → Preslie
- Enable all relevant categories
- Confirm your wearable app is also allowed to write data to Health Connect
If permissions are off, data will not appear.
Step 3 — Refresh Your Data Sync
Most issues occur because the data has not synced yet.
Try the following:
- Open your wearable app (Oura, Garmin, Fitbit, etc.)
- Manually refresh or sync
- Confirm data appears in Apple Health or Health Connect
- Reopen Preslie
- Keep the app open for 1–2 minutes
Step 4 — Allow Time for Syncing
Health information is not always available immediately.
Information may take time to move through the following process:
Wearable → Wearable App → Apple Health / Health Connect → Preslie
Delays of several minutes or longer can be normal depending on your device and syncing settings.
Step 5 — Check Background Settings
iOS
Go to:
Settings → Preslie
Ensure Background App Refresh is enabled.
Android
Battery optimisation can block syncing.
Go to:
Settings → Apps → Preslie → Battery
Set to Unrestricted or allow background activity.
Do the same for:
- Your wearable app
- Health Connect
Step 6 — Check Wearable Connection
If using a wearable:
- Ensure Bluetooth is on
- Keep your wearable close to your phone
- Confirm it is connected in its native app
- Check for firmware updates
- Restart the wearable if needed
Step 7 — Update Your Apps and Device
Outdated software can block syncing.
- Update Preslie (App Store / Google Play)
- Update your wearable app (Oura, Garmin, Fitbit, etc.)
- Update your phone’s operating system
Step 8 — Restart Your Devices
This resolves most sync issues.
- Restart your phone
- Restart your wearable
- Open your wearable app and confirm the data
- Reopen Preslie
Step 9 — Final Checks
Before contacting support, confirm:
- Information is visible in Apple Health or Health Connect
- Preslie has permission to access the relevant categories
- Your wearable is syncing correctly
- Battery optimisation is not restricting syncing (Android)
- Apps and operating systems are up to date
- You have allowed sufficient time for syncing to complete
Still Not Working?
If the issue persists:
- Contact support at customersuccess@prescribelife.ai
- Submit a bug report through the platform
Support requests are typically acknowledged within one business day.
FAQ: Health Information Not Showing in Preslie
Why is my information not appearing in Preslie even though my wearable is working?
Preslie does not read information directly from your wearable.
Information must first appear in Apple Health or Health Connect before Preslie can access it.
How long does syncing usually take?
Sync times vary depending on your device, wearable, and health platform.
Some information appears quickly, while other information may take longer to update.
Do I need to open the app for syncing to occur?
Sometimes.
Opening your wearable app, Apple Health, or Health Connect, and Preslie can help trigger a sync if background syncing has been limited.
Why is only some information appearing?
This is usually caused by incomplete permissions.
Review the categories shared with Preslie and ensure the relevant permissions are enabled.
Can I connect my wearable directly to Preslie?
No.
Preslie receives information through Apple Health (iPhone) and Health Connect (Android).
Why does my information stop updating?
Common causes include:
- Bluetooth connectivity issues
- Battery optimisation settings
- Disabled background activity
- Syncing issues within the wearable app
What if information appears later, after a delay?
This is usually normal.
Delays can occur during the syncing process and do not necessarily indicate a problem.
Why does information sometimes differ from my wearable app?
Different platforms may process and display information differently.
Preslie reflects the information available through Apple Health or Health Connect.
Do I need Bluetooth enabled?
If you use a wearable, Bluetooth is generally required for syncing information from the wearable to your phone.
When should I contact support?
Contact support if:
- Information appears in Apple Health or Health Connect, but never appears in Preslie
- Permissions are correctly enabled, but information is still missing
- Syncing has been attempted multiple times without success
- The issue continues after completing all troubleshooting steps