If your Continuous Glucose Monitor (CGM) data isn't updating in the Vively app, follow these steps to troubleshoot the issue.
1. Ensure that you have correctly completed the initial setup of the FreeStyle LibreLink app and the Vively app by following these steps:
1. Make sure you've downloaded the LibreLink app and created an account
2. Go to https://libreview.com and log in using your FreeStyle LibreLink credentials - If prompted, complete the activation process by adding a two-factor authentication method, such as your mobile number, so Abbott can send you a verification code.
3. Once you’ve logged in and finished these steps, return to the Vively app and try linking your account.
4. Go to the 'Track' page on the Vively app
5. Tap the 'Set up your sensor' button'
6. Follow the prompts — you'll have to enter your LibreLink account details here
7. Copy the Practice ID to your clipboard. (You can easily do this using the button shown in the screenshot, see example below. Please note that the Practice ID may vary depending on the country location.)
8. Open the LibreLink app, tap the menu icon in the top left corner, and select Connected Apps.
9. Find LibreView and tap Connect/Manage.
10. Choose Connect to a Practice, then paste the Practice ID you copied earlier.
11. Tap Accept to confirm.
12. Once the Practice ID has been added, return to the Vively app and press Continue — this should complete the connection and sync your account successfully.
13. Once you've been through this process, you should see your glucose data on your 'Track' page graph
14. If you don't see your glucose data, please refresh this screen by pulling down.
2. Check Your CGM Connection in the Freestyle Libre App
Since Vively pulls glucose data from the Freestyle Libre app, first ensure your CGM sensor is still connected and transmitting data.
Open the Freestyle Libre app and check if glucose readings are displayed.
If there is no recent data, manually scan your CGM sensor in the Freestyle Libre app.
Wait a few moments to see if the data updates.
If the CGM isn’t connected to the Freestyle Libre app, it won’t sync to Vively.
3. Allow Time for Data Syncing
Once data appears in the Freestyle Libre app, it may take 15-30 minutes to sync with Vively.
Ensure that Bluetooth is enabled on your phone, as the Freestyle Libre 2 sensor transmits data via Bluetooth.
4. Refresh the Vively App
If your data still isn’t showing in Vively:
Open the Vively app
Navigate to the Track page
Pull down on the screen to manually refresh the data
5. Restart Your Phone & Check for App Updates
Restart your phone, as sometimes a simple reboot can fix connectivity issues.
Check for updates in the App Store or Google Play to ensure you’re using the latest version of both Vively and Freestyle Libre apps.
6. Still Not Working? Send Us Screenshots
If the issue persists, please email contact@vively.com.au with:
A screenshot of your glucose data in the Freestyle Libre app
A screenshot of the Track page in the Vively app
This will help us diagnose the issue and assist you further.
We’re here to help and will work to resolve this for you as quickly as possible!