To make sure you've received the proper points for completing an Activity, and you're using your well-being program website, check out the steps below. 

This applies to one-time completion, or completing a periodic (e.g., daily, weekly, monthly) or numerical (e.g., number of steps) goal.

Confirm the Activity is tracked properly 

1. First, we recommend you check your points history (click here for details), and take note of any relevant names and dates. You might keep your points history open in a separate browser tab for reference.  

2. Next, click the Discover link in the upper right.

   

3. On the next page, locate the Activities section and click the View All link to the right.

4. On the next page, scroll down to the My Activities section and click the View All link to the right. 

   

5. On the next page, you'll see your past and present Activities, including those required for the program level you're currently engaged in (if applicable), those you're enrolled in, and those you've completed. Click the Activity in question.

   

6. On the tracking screen, make sure your progress has been recorded properly, and on the date you intended. Take note of the point award per time period and/or overall completion.

   

7. Compare what you see in the tile to what's in your points history. Note that for periodic Activities, you can't track progress more than two weeks in the past. If there is an issue with tracking your progress or your awarded points, please contact us for assistance. 

If you need assistance with your well-being program or program account, please submit a help request. Click the chat icon (speech bubble) in the lower right corner of the page to connect with a live agent, or click the Submit a Request link at the top of the page, and we'll respond as soon as possible.

When using chat, be sure to close your browser window or tab to clear your chat once the discussion is completed. This will help protect your privacy, especially is you're on a shared computer.

When submitting a help request, please include the following information as applicable:

• Your name
• Email address associated with your well-being program account
• Your phone number and time zone (we'll need to speak to you personally for account, personal information, or protected health information issues)
• Your well-being program provider/employer
• Device you’re using and the operating system
• Web browser you’re using and the version number, OR Aduro Mobile App version number (when logged in, tap the menu icon in the upper right)
• Step-by-step description of the issue, including the names of any Activities, Paths, etc. involved
• Screenshots or video that illustrate the issue, if possible