FAQ

What is Tandem?

Tandem partners with health plans, employers, and other sponsors of healthcare to better serve their members and employees health care needs. Tandem makes it easy and rewarding for individuals take health care actions that are important for them. It helps you make the most of your health benefits.

What is a Sponsor?

A sponsor is your health plan, employer or healthcare provider who works with Tandem to encourage you to take the right actions for your health. All win. You are rewarded for doing the thangs that you should od to live a healthier life, and they a better able to deliver their promise to help you do that.

What is the difference between Tandem and EveryMove Fit?

When you participate in a fitness related offer on Tandem it will automatically create for you an EveryMove Fit account that will help you track your activity, set goals, and connect with friends (if you want). It’s a lot like Facebook for fitness.

Tandem, on the other hand, is an application that rewards you for taking healthy actions. It helps you make the most of your health benefits. Unlike EveryMove Fit, Tandem is not a social network...Tandem is just for you.

Will my Tandem account work with my EveryMove Fit account (or vice versa)?

Yes, if you have an account on EveryMove Fit, you can use the same credentials to sign into Tandem and vice versa.

How does Tandem get my personal information?

Tandem personalizes offers for you based on information from the Sponsor and through your interaction with Tandem. No specific medical information is shared. All information is kept strictly private and secure. Please visit our Privacy Policy.

Is my personal information private and secure on Tandem?

We take data privacy and security very seriously. Tandem is a HIPAA-compliant entity. To read more about our data privacy and security, please visit our Privacy Policy.

How does Tandem use my personal information?

Tandem uses your personal information to determine your eligibility for, and to tailor and provide you with, our services. Our services include the delivery of tailored health action offers based on your information, direct communications with you about these health action offers, and delivery of rewards in the form of gift cards, cash cards, and more.

We may disclose personal information to third-party service providers (e.g., payment processing, reward vendors) that assist us in our work. We limit the personal information provided to these service providers to that which is reasonably necessary for them to perform their functions, and we require them to agree to maintain its confidentiality. All such service providers are secure.

For more information on how we may use your personal information, please visit our privacy and security page.

Why does Tandem ask for information about my insurance/employer/other affiliation?

Health Plans, Employers, and other sponsors of healthcare can work with Tandem to help their populations make the most of their health benefits. If you use Tandem, giving us information about your employer, health care provider or other accountable care organization allows us to verify you as a member of that organization.

Will you ever collect my SSN?

It is possible that a sponsor (such as your health plan) may ask for your SSN to verify your membership. Many others may use membership numbers.

Is participation in Tandem voluntary?

Yes, using Tandem is voluntary. If you require a reasonable alternative to any offers, benefits, etc., your sponsor will make that available to you on request as required.

I'm having trouble registering, logging into my Tandem account, or redeeming a reward, what do I do?

Visit our Contact Us page and our friendly and knowledgeable staff will help sort things out.

My EveryMove Fit account is connected to my Tandem account. But, an app or device I have connected to my EveryMove Fit account is not properly updating. What do I do?

For Most Connection Issues:
Here are some steps you can take to troubleshoot an issue with an app or device:

  • Try disconnecting and reconnecting your app/device to EveryMove
  • Check your time zones are the same on EveryMove and your app/device (you can check the EveryMove side by logging in and going to your Settings page)
  • If you share a computer, make sure you're logged into EveryMove as you (instead of your roommate or spouse) and that you are properly connected to your third-party account
  • Check your activity is showing up on the third party site correctly (ie. login to your Fitbit account and see if your steps count is updating correctly)
  • Sometimes these problems will fix themselves - so you can try waiting a few days to see if the issue persists.
  • We are dependent on what an app or device is willing to share with us, so can't always see what you see in your account. Issues can arise due to network connections, mismatched activities, timing differences, missing or incorrect data passed on to us.
In addition, for Apple Health specifically:
Verify that you have given EveryMove permission to receive your Apple Health data. To do this, open Apple Health on your iPhone:
  1. Go to the "Sources" tab.
  2. Tap the EveryMove icon under "Apps."
  3. Turn "Steps" and "Workouts" On to allow EveryMove to read data (green is On).
  4. Go to Settings on your iPhone.
  5. Tap on "Privacy."
  6. Tap on "Motion & Fitness"
  7. Enable "Fitness Tracking" and "Health," Both of these should be in the On (green) position.
If you are using an Apple Watch, there are additional settings to check:
  1. Open the Apple Health App and go to the "Health Data" tab.
  2. Tap on "Fitness" and select the activity you are wanting to sync (ie. "Steps").
  3. From this Activity page you should see an orange graph with your activity for the day on it. Tap on the "Share Data" folder.
  4. Tap the "Edit" button and Re-arrange the list of Data Sources and put your iPhone on the top of the list (if it is not already). Click Done.
After this...
  • Go to the EveryMove app > Apps & Devices. Tap the orange "Sync" button next to "Apple Health App".
  • Check Profile page to see if steps data appears.

Why is the Tandem password so long?

Tandem uses the latest security best-practices to ensure your personal information is private and secure.

Part of that protection is dependent upon you choosing a good password. You may not know it, but eight character passwords, no matter how complex, are no longer secure and can be compromised quite easily. In order to for your password to be secure it needs to be a minimum of 14 characters, preferably longer.

So how do you choose a password that is so long and still remember what it is so you can login?

One way to do this is to use passphrases. Passphrases are a group of four or more words combined to make one really long password. They should not be words that normally go together.
Example Password: correct horse battery staple

Another option is using a password vault, like 1Password or LastPass. These applications remember and fill in your password for you. It can be anything, including a long random string, since you don't need to remember it.
Example Password: Vm59^s8,TW3BTSNm+94YQYa&#HRdjyxK;fC

Discrimination is Against the Law

EveryMove complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex.

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