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Why is the Vitality integration failing or not syncing check-ins?

Troubleshooting Vitality / Discovery integration issues

Overview — How Vitality Integration Works
Octiv integrates with Discovery Vitality (South Africa) to allow Vitality members to book fitness classes and earn Vitality points.

Key requirements:

  • The facility must be vetted and approved by the Vitality Fitness team before the integration is enabled.
  • Members must have their Discovery account linked in the Octiv app.
  • Both check-in AND check-out are required to earn Vitality points — check-out appears only when a Discovery account is linked.

Facility Not Yet Vetted by Vitality
If Vitality is enabled in Octiv before the facility completes Vitality's vetting process, bookings may error or points may not register.

Resolution:

  1. Contact the Vitality Fitness team at VitalityFitness@discovery.co.za to initiate or confirm vetting.
  2. Once vetting is confirmed by Vitality, Octiv Support will enable the integration.
  3. (not something the facility can do/ no Vitality settings)

⚠ Vitality vetting is per-location — each branch of a multi-location facility must be vetted separately.

Vitality Booking Error — "Package Reference Not Found"
This error occurs when a Vitality drop-in booking cannot be matched to a unique transaction record:

  1. Forward the error (including member user_id and package reference) to Octiv Support.
  2. Octiv support will investigate and export the relevant class-booking data.
  3. The exported data is shared with the Vitality Fitness team for reconciliation.

Check-Ins Not Syncing with Vitality
1. Confirm the member has their Discovery Vitality account linked in the Octiv app (Profile >> General >> Discovery / Vitality account).

  1. Confirm the member is checking out (not just checking in) — both are required for points.
  2. If check-out is unavailable, the member may need to unlink and relink their Discovery account (see article: Vitality check-out not working).

Vitality QR Code — Where to Find It
The Vitality QR code is found on the menu bar under Check-In.

The QR code is dynamic and rotates every 30 minutes as a security measure. It is advised not to screenshot or print the code — members must scan the live code at the facility.