Helsana: Helsana+ points & rewards (Ordering & website)
Reviewers report widespread frustration with Helsana+'s points and rewards system, particularly regarding reliability, transparency, and functionality. While a small number of users praise the app’s design and ease of use, the overwhelming majority express dissatisfaction. Negative feedback centers on inconsistent point tracking, failed syncs with fitness devices, and sudden loss of earned points, issues that have persisted despite updates. Many users note that problems began around early 2024, with repeated complaints about app crashes, delayed or missing point updates, and poor support. The trend shows a clear decline in satisfaction over time, with only a few positive mentions highlighting the concept’s potential when working properly. Overall, the experience is seen as unreliable and frustrating, especially for those who rely on the system for tangible rewards.
What customers praise
Some users appreciate the idea of earning points through daily activity and find the app easy to use. One reviewer called it 'very cool' and noted that reaching full points is achievable with regular movement and app use. These positive comments focus on the app’s interface and the motivational aspect of the program when it functions as intended.
What customers said:
- „Easy to use!“
„Easy to use!“
Original„Einfach zu bedienen“
Common complaints
The most common complaints involve unreliable point tracking and syncing failures. Users report that activity data from Google Fit, Apple Health, Garmin, and ZWIFT is not recognized or delayed for days. Many say points are not credited at all, even after completing activities like walking, biking, or household chores. Some describe the sync process as a 'catastrophe' and say they must repeatedly reinstall the app to restore functionality.
What customers said:
- „and the reset function does not work.“
„and the reset function does not work.“
Original„und reset funktioniert nicht.“
- „Synchronization is a disaster“
„Synchronization is a disaster“
Original„die Synchronisation ist eine Katastrophe“
- „Every time there is an update the handshake with the tracker will stop working“
How it has changed over time
Issues with the points system appear to have worsened since early 2024. Multiple users mention that problems began after software updates, with point tracking failing or resetting unexpectedly. Some lost thousands of points after updates, while others report that the app was reset to demo mode without warning. The lack of transparency around these changes has led to frustration, especially when support is unresponsive or unavailable.
What customers said:
- „Due to maintenance work on January 6, 2026, the bonus program was severely limited, for…“
„Due to maintenance work on January 6, 2026, the bonus program was severely limited, for example, social memberships were halved.“
Original„Mit den Wartungsarbeiten am 6.1.2026 wurde das Bonusprogramm kastriert, z.B wurden die sozialen Mitgliedschaften halbiert.“
- „Why not perform updates at the beginning of the year?“
„Why not perform updates at the beginning of the year?“
Original„Warum nicht die updates Anfangs Jahr durchführen?“
Practical takeaways
For users relying on the system, the key takeaway is to expect instability. Syncing with fitness devices is inconsistent, and point updates are often delayed or missing. If you use the app for rewards, be prepared to manually verify activity and keep backup records. Avoid relying on automatic tracking until improvements are made. The app’s current state makes it difficult to trust the system for long-term point accumulation.
What customers said:
- „Syncing points from my smartwatch takes much longer now than before.“
„Syncing points from my smartwatch takes much longer now than before.“
Original„Die Synchronisierung der Punkte aus det Smartwatch dauert seit einiger Zeit auch viel länger.“
- „Unfortunately, the app does not sync my data, so I am not getting any points..“
„Unfortunately, the app does not sync my data, so I am not getting any points..“
Original„Leider synchronisiert die App meine Daten nicht, daher erhalte ich keine Punkte..“
- „My movements have not been evaluated since August 28, 2024.“
„My movements have not been evaluated since August 28, 2024.“
Original„Meine bewegungen werden ab 28.08.24 nicht bewertet“
Customer voices
Short excerpts - full reviews are available at the original source.
„Since the new software started this year, activity points are no longer reliably updated.“
„You cannot even view the total points for each day.“
„I did some exercises with Helsana Coach and didn't get any points.“
„When I tried to sync with Apple Health, it didn't recognize activities from Garmin and ZWIFT.“
„After nothing worked from the first address entry to receiving the final premiums and policies, there is nothing visible in the app.“
„The app was reset to demo version in the bonus program.“
„The app is frozen.“
„It can't be that I have to re-bind everything every time again.“