This problem only occurs occasionally. It is still being analysed. Close the app completely and try again. Functionality often returns after a few attempts. Please also check whether you are using the latest version of the app by visiting the store to see if any updates are available.

Sometimes, an error message appears during login, even though the user ID (i.e. the insurance number) and password have been entered correctly. This is still being analysed. Please check whether you are using the latest version of the app (visit the store to see if any updates are available). In many cases, uninstalling the app and downloading it again helps.

We are constantly working to improve our systems. If an error occurs, please make sure that you are using the latest version of the app. If that does not help, please contact our support team at mysupport@visana.ch, ideally attaching a screenshot of the error message.

Why does myPoints show 0 steps, even though my tracker has data?

• Android: Check in your tracker app (e.g. Google Fit or Google Health) to see if the ‘Synchronise with Health Connect’ option is activated, because otherwise, no data is sent to myPoints.
• iOS: In the Apple Health app, under ‘Sources’, check whether myPoints has permission to read data.
• General: myPoints only synchronises data retroactively within a specific time frame (around 30 days). Very old data will not be loaded retroactively.

I am using iOS and can see steps, but not calories. Why is that?

This suggests a lack of permission. In Apple Health, permission must be explicitly granted for ‘Steps’ and ‘Active Energy’ (or ‘Resting Energy’). Please activate all categories under Apple Health → Privacy → Apps → myPoints.

Synchronisation of my steps is not working in myPoints. Why is that?

• Check your smartphone’s system settings to see if any power-saving modes or background restrictions are blocking the myPoints app. In order for the data to flow, the app should be allowed to run in the background.
• Google Health users: Make sure that your migration to your Google Account is completely finished. Without this migration, data exchange via Health Connect can be interrupted.

Unfortunately, this problem is currently affecting individual users. We are working on a solution. For some users, display works if the documents are accessed via the menu item ‘Documents’, rather than directly from the app’s home screen.

In addition to the version of myPoints currently accessible via a link in the myVisana app, a newly developed version of the myPoints app is now available to download from the App Store and the Google Play Store. The background to this: The existing solution in the myVisana app is based on outdated technology and no longer runs stably on certain devices. The new myPoints app offers improved stability and faster performance. Changing to the new app does not affect your previously earned points, all of which are fully retained. 

We are offering a transition period until the summer of 2026. During this time, you can already make full use of the new app. That is why the previous version of myPoints is still accessible in the myVisana app. We will inform you in good time before the previous version is taken out of service.

Here you can register for myVisana with just a few clicks, so that you can manage your documents and invoices digitally, all in one place. If the details you provide during registration match the data in our system, you can start to use the portal immediately. If not, we will send you an activation letter by post for security reasons.

Your user ID is the insurance number of your contract’s primary insured person, for example: 1.123.456.78. You will find this on your policy or invoices, under ‘Family’. All family members use the same user ID to log in.

No, one registration per family is sufficient. All family members log in using the same details, i.e. user ID and password. After successfully logging in, you can select which person’s information you wish to view, or whose documents you wish to edit.

No. Once your account is active, your login details work on all devices, regardless of whether you are using the smartphone app or a browser. You can also log in on multiple devices at the same time.

After switching to a new smartphone, you need to set permissions again on that device. Reinstall your tracker app and the myPoints app and grant permissions for Apple Health or Health Connect once again. Next, reconnect your tracker in the myPoints app.

Please check the following:

• Are you using the correct insurance number (user ID) for logging in?
• Have you installed the latest version of the app?

Simply click on ‘Forgot password’ when logging in. We will immediately send you instructions on how to create a new password.

Security has top priority. Alongside your user ID and password, an additional text-message code is required. You receive this on your mobile phone every time you log in.

The code usually arrives within a few seconds. If you are abroad, it can take up to a minute. If you do not receive a code, you can request a new one by selecting ‘Resend’. This invalidates the previous code.

By registering for myVisana, you are opting to receive documents only in electronic form. In doing so, you help to keep insurance administration costs low, thus enabling V⁠i⁠s⁠a⁠n⁠a to offer competitive premiums. We notify you by email as soon as new documents are available in the portal. You can also digitally submit your receipts there.

To pay invoices directly from your online banking, register for eBill in your online banking portal and add V⁠i⁠s⁠a⁠n⁠a there as an invoice issuer.

In our digital bonus programme myPoints, the more you exercise, the more money you get back each year. Alongside physical activity, such as taking steps and burning calories, you can also earn points for loyalty, e.g. by taking out multi-year contracts or successfully referring customers. You will find more information on myPoints here.

Any V⁠i⁠s⁠a⁠n⁠a customer domiciled in Switzerland is eligible to take part, if all of the following criteria are met:

• They are aged 12 or over.
• They have active top-up insurance, as per the Insurance Policies Act (IPA/VVG).
• They use the myVisana customer portal and the myPoints app.
• They use a fitness tracker app (compatible with Apple Health or Google Health Connect).
• People whose mobility is restricted for health reasons can participate anyway and benefit from the customer loyalty points that they collect.

You can start as soon as you have accepted the terms of participation in the app. You receive your first points as a welcome gift. They are already credited to your account upon successful registration.

Points are calculated on the basis of sensor data from your smartphone or fitness tracker watch. For optimal results, we recommend using a smartwatch, as your smartphone will not always be carried on your body. Synchronisation occurs via Apple Health or Google Health Connect.

It is possible that you have already reached your weekly or annual points limit. Once this limit has been reached, no more points are awarded for additional activity during the current period.