FAQ

Q: MyLink WeWalk Terms and Conditions

The MyLink application (「MyLink」) is operated and managed by China Mobile Hong Kong Limited (「China Mobile Hong Kong」). By using MyLink, you agree to these terms and conditions. Please read these terms and conditions carefully before using MyLink. These terms and conditions may be changed at any time without prior notice or with your consent. You shall comply with the changes to these terms and conditions without limitation or condition. Therefore, you should refer to these terms and conditions regularly.

A. MyLink Points Terms and Conditions

The MyLink application (「MyLink」) is operated and managed by China Mobile Hong Kong Limited (「China Mobile Hong Kong」). MyLink users (「Users」) may earn MyLink Points (「Points」) in various ways to redeem for different rewards, products or services. The user's use of points is subject to the following terms and conditions and the relevant terms and conditions published or notified by China Mobile Hong Kong through other channels.

1. MyLink WeWalk will hold hiking or team group activities from time to time for users to participate in. During the activity period, the MyLink points obtained by the user will be deposited into the user's MyLink account. The MyLink point balance is displayed on the 「MyLink Points → Points Records」page.

2. All points are valid for use (「Points Validity Period」). The validity period of the points depends on when the points are credited to the user's MyLink account. In the event of any discrepancy between the points claimed and the terms and conditions of any point claiming activity, the valid points displayed in the MyLink account shall prevail.

3. Users should use the points for online bill payment, top-up with stored-value cards and/or purchase designated products/services before the expiration of the points’ validity period. If the points are overdue, they will be voided and will not be reissued or the validity period will be extended. Before redeeming MyLink points, users must read and agree MyLink Points Terms and Conditions, please visit: http://www.hk.chinamobile.com/tc/mylinkpoints.html

4. China Mobile Hong Kong reserves the full discretion and discretion to deal with the user's points. MyLink may suspend the issuance of points or deduct points from any user's MyLink account at any time without notice under the following circumstances (including but not limited to):

I. In the event of user fraud or suspected fraud;

II. Users earn points by unfair means (including but not limited to dishonest use, deception, misuse or abuse);

III. The user cancels or revokes any mobile phone number service eligible for collecting points or the MyLink account is no longer eligible to participate in the event;

IV. CMHK or any service provider miscalculates the points that the user should earn due to abnormal computer, network, telephone, technology or system operation or other problems; and/or In any case where China Mobile Hong Kong reasonably ensures that the user earns points properly.

V. From January 1, 2022, the reward point collection mechanism has been changed to require users to take the initiative to collect the upgrade reward from WeWalk main page「Level → Growth Exp. → WeWalk updrade rewards」 within 60 days from the date of the point issuance. China Mobile Hong Kong reserves all rights of interpretation.

5. If the user loses or steals the MyLink account or points for any reason, CMHK shall not be responsible for the loss of points and rights.

6. If a user has redeemed/used/transferred points that do not belong to the user, CMHK has the right to (a) charge the user the value of the redeemed points; (b) charge the user for the transferred points according to the current point conversion rate or (c) any combination of the foregoing treatments.

B. Personal Information Collection Statement

1. The user agrees and accepts the content contained in the General Personal Information Collection Statement and Privacy Policy Statement of China Mobile Hong Kong. The above statement is set out at http://www.hk.chinamobile.com/tc/pics.html and http://www.hk.chinamobile.com/tc/privacy.html respectively.

2. Users may be required to provide personally identifiable information to CMHK. This information is necessary in order for users to be able to participate in the event. If the user fails to provide the required information, the user will not be eligible to participate in the event/award.

3. CMHK has the right to request access to or correction of users' personal data in accordance with the provisions of the Personal Data (Privacy) Ordinance (Cap. 486). For any request to access or correct data, please refer to China Mobile Hong Kong's Privacy Policy Statement for details.

C. WeWalk Terms of Use

1. Users must read the Terms and conditions of the MyLink WeWalk Event ("WeWalk Event") and the arrangement for accepting the Prize. By participating in the WeWalk Event, users agree to abide by all the terms and conditions of the Event and the arrangement for accepting the Prize.

2. If a user is found to have participated in WeWalk activities by cheating, using multiple accounts for one machine or by hacking and/or modifying computer programs in any way, China Mobile Hong Kong has the right to cancel the award qualification of the user, and the user shall bear all relevant responsibilities and consequences.

3. If an individual misuses or abuses the WeWalk Activities, which affects the operation of the activities and other users, or does anything that has any adverse, negative impact or loss to China Mobile Hong Kong, China Mobile Hong Kong reserves the right to pursue and claim compensation.

4. Any content or words containing nudity, violence, indecency, vulgarity, pornography, plagiarism, illegal behavior, endangering national security or any offensive content or words are prohibited in WeWalk Group. Any illegal message or post will be immediately deleted without any appeal mechanism. Once the message or dynamic is deleted, it cannot be restored. At THE same time, China Mobile Hong Kong reserves the right to investigate the users who publish illegal messages or dynamic users.

5. The user agrees to the message provided or dynamic contains all of the intellectual property rights are all China mobile Hong Kong, and for China mobile Hong Kong shall have the right of the message or dynamic system, transfer, use after editing, and publishing media for commercial publicity purposes, and shall not be obliged to notice or pay any fees to the user.

D. Disclaimer

1. If China Mobile Hong Kong suspects that a customer has (I) carried out or in connection with unusual/suspicious activities, (ii) used improper methods or fraudulent acts to interrupt or disrupt the operation of any part of the activities, Causes technical problems or detects (iii) any dishonest conduct, false or incorrect information or (iv) any violation of these Terms and Conditions or any other applicable law or provision; Or (v) users have any goodwill or malevolent use any related service, the status of China mobile Hong Kong have discretion and the final decision without any notice and shall not be obliged to take on any responsibility for any person, decided to suspend, withdraw the qualification of participation and/or the prize, and the people shall be investigated for rights reserved.

2. Any person who has committed dishonest and fraudulent acts in the MyLink activities of China Mobile Hong Kong will be automatically blacklisted and disqualified from participating in the activities and winning awards.

3. The number of steps recorded by each specified mobile device can only record the number of steps of one MyLink user account.

4. Step count data will be updated and stored at 00:00 every day. In the event of loss and damage (whether direct or indirect) caused by power or network failure or any failure, interruption, delay or temporary suspension of service beyond the control of China Mobile Hong Kong, For example because of any technical problems, difficulties or errors, network failure, interruption or congestion, mobile phone program fault, the cause of any third party caused, software incompatibility issues or any other reason (including but not limited to any terminal equipment or Internet network problem) and produce or cause any delay, loss, errors or response cannot be identified, and so on and so forth, China Mobile Hong Kong is not responsible for and will not make any reissue or compensation. There is also no appeal mechanism for step data.

5. The number of steps is subject to the data of WeWalk. China Mobile Hong Kong will not accept the difference between the number of steps of any other step counting software, instrument, equipment, etc. and WeWalk as the reason for complaint. The User agrees and accepts that there is a risk of any delay, loss, error or unrecognition due to any technical interruption or error, network congestion or for any other reason.

6. The calculation criterion of exercise experience value in WeWalk can refer to "MyLink Growth System Level reward score Criterion" in WeWalk Q&A. Exercise experience is not only automatically accumulated by the number of steps, but also can be obtained once a day during the exercise task. Users need to collect exercise experience by themselves in the "Tasks". There is a 24-hour time limit for daily exercise experience. There is no retroactive period and no appeal mechanism for exercise experience points.

7. Rewards/points obtained by users cannot be exchanged or exchanged for cash, replaced, refunded, sold, split, donated or transferred to others, and points from different users cannot be used together. When a user terminates his/her MyLink account, the credits in his/her MyLink account will be automatically cancelled and China Mobile Hong Kong will not make any compensation.

8. China Mobile Hong Kong shall not be responsible for any delay, loss, error or unidentifiable response arising from or arising from any technical disruption or error, network congestion or any other reason.

9. China Mobile Hong Kong shall have no control over or guarantee the quality, safety and legality of the goods or services provided by the Supplier, the truthfulness and accuracy of the content published, or the goodwill and credibility of the Supplier. Any enquiries, claims or complaints about the quality or availability of the preferential prizes should be directed to the supplier concerned. The User shall settle any dispute or dispute with the supplier in connection with the use of the goods or services provided by the Supplier. China Mobile Hong Kong does not accept any liability.

10. All products, gifts or offers given, purchased and redeemed by users are subject to the terms and conditions of the relevant products or offers. All products or discounts are subject to availability, while exchanges/sold out.

11. Users clearly understand the content and nature of WeWalk activities, know that activities require physical exertion, and determine that their health conditions are suitable for participating in activities. All users should pay attention to their physical condition and fitness to participate in the activities. If users feel unwell during the activity, please stop the activity immediately and seek medical help if necessary.

12. The user is solely responsible for any damage caused by the activity, which is purely of its own nature and needs to bear the risk of participating in the activity. Any, time, consequence, and impact (including indirect, direct and consequential but resulting losses) caused to the user due to participating in the activity, China Mobile Hong Kong shall not assume any legal responsibility or compensation.

13. If CMHK delays and/or fails to perform all or part of these terms and conditions due to factors beyond its reasonable control, or is not attributable to CMHK , the threat of imminent war, riots, civil unrest, rebellion, natural disasters, restrictions imposed by the government or other beyond the national legal authority, other labor disputes, fires, explosions, storms, floods, lightning strikes, earthquakes and other natural disasters CMHK shall not be liable for any loss and/or damage arising therefrom.

14. The user agrees to indemnify China Mobile Hong Kong for any claims arising from its actions and hold China Mobile Hong Kong harmless for any behavior that violates the law, these terms and conditions or damages the rights of a third party.

E. Interpretation and Modification

1. The criteria for points, rewards and experience points will be reviewed and revised from time to time, please pay attention to the latest information on MyLink.

2. Except for the User and CMHK, no one shall have any rights under the《Contracts (Rights of Third Parties) Ordinance》to enforce or enjoy the benefit of any provision of these Terms and Conditions.

3. These terms and conditions are governed by the laws of the Hong Kong Special Administrative Region (“Hong Kong”). User agrees that any action or claim arising out of these terms and conditions shall be subject to the exclusive jurisdiction of the courts of Hong Kong.

4. China Mobile Hong Kong reserves the right of final decision on activities. There is no appeal mechanism for all events. China Mobile Hong Kong reserves the right to revise and interpret these terms and conditions. Any temporary changes or cancellations of relevant activities will be subject to the announcement of China Mobile Hong Kong.

5. Each clause in these terms and conditions shall have independent enforcement, and its validity shall not be affected by the invalidity of other clauses.

6. In case of any inconsistency between the Chinese and English versions of these terms and conditions, the Chinese version shall prevail.

Q: How to get Growth experience points?

Every 100 steps can be converted into 1 experience point, and the maximum number of steps that can be converted per day is 150 experience points (ie 15,000 steps). Users can obtain up to 25 additional experience points by completing other tasks. The tasks are as follows:

a. Check-in task + 2 experience points/day;

b. Share sports records + 3 experience points/day;

c. Initiate a route mission + 5 experience points/day;

d. Increase running group members + 10 experience points/day;

e. Consecutive 7-day tasks per week (completing one of the tasks a-d) can get an additional +35 experience points.

Q: How can I check the reward points I have earned?

The MyLink points earned by the user during the event will be credited to the client's MyLink account. The MyLink point balance is displayed on the「MyLink Points -> Points Records Details」 page. For WeWalk upgrade rewards, users need to take the initiative to go to WeWalk within 60 days at「Exercise Records -> Growth History -> WeWalk Upgrade Rewards」.

Q: What is the rule of the step’s ranking in MyLink?

The rules of step’s ranking as follows:

1. After the user is authorized to open the leaderboard, each time the user opens or uses MyLink, the user will upload the current step information of the user. The system will calculate the total number of steps uploaded by the user on the same day (0:00-23:59) at 23:59 every day to generate the leaderboard. The participants in the ranking are the MyLink users who agree to the ranking and have uploaded the step information on that day.

2. At present, the leaderboard only displays the names and steps of the top 100 users. We hope that users can work hard to enter the leaderboard.

3. After the application enters the background or is terminated, the step information cannot be uploaded in time. It may cause inaccurate information about yesterday's step count or ranking. IOS users are advised to open the app once after exercising on the same day to ensure that the step count information can be accurately uploaded. Android users are advised to turn on the step-by-step count function once in the morning and again in the evening to ensure that the step count information can be accurately uploaded.

Q: How to allow access to step authorization and position authorization in iOS?

The authorized path of the number of active steps in iOS system is as follows:

The source of iOS step counting is 「Health」. Please first confirm that there is "Health" App in iPhone. After downloading MyLink and starting WeWalk, follow the prompts on the screen to complete the authorization. If the number of steps cannot be read, follow the following steps: 「Setting」→ 「Privacy」→ 「Health」→「MyLink」→ Open「Walk + Run Distance」.

The path to enable location authorization in the iOS system is as follows:

「Setting」→「MyLink」→「Location」→ Allow WeWalk to access location → During use the App.

Q: Why does sports information not display sport information including step count in iOS?

You can use below methods to solve the problems:

1. Check the mobile phone -> [Setting] -> [Privacy] -> [Health] -> [MyLink] to confirm whether MyLink is enabled, as shown below:

2. Check the mobile phone -> [Setting] -> [Health] -> [Data Access and Device] -> [MyLink] -> [Steps] to make sure that MyLink is enabled to read Steps.

3. If still can't count steps, please close the MyLink application and then open it again or restart the phone.

Q: Why are sports information different from iOS health app/MyLink app (iOS version) and other third-party health app?

The system health app not only records the sensor data of the phone, but also records if the user is wearing other pedometer devices (such as Apple Watch, exercise band, etc.). The calorie consumption information is calculated according to the height and weight set by the user, so the data show differences. Vendor applications that support reading sports data from other pedometer devices and calorie algorithms may also differ.

Q: How to link with Google fit in Android system?

Android Phone:

The path of binding fitness center in Android system is as follows: open MyLink and enter Wewalk and click the authorization of the card wrap to allow MyLink to access your Google Fit account service, as shown below:

Q: How to set step counting on Android?

The Android step counting source is「Google Fit」. Please download the "Google Fit」 App from the Play Store first, download MyLink and start WeWalk, then follow the prompts on the screen to complete the authorization. If the number of steps cannot be read, follow the following steps:

Step1: 「Google Fit」→「Profile/Personal Information」 to confirm whether the account is the same as the authorized MyLink account.

Step 2: If no, switch the original authorization account.

Q: Why does step count not display in Android?

You can use below methods to check the reasons:

1. Please check whether the mobile device has a step sensor, which is usually supported by Android 6.0. At present, MyLink has supported models, and please click here to check the supported device list.

2. Please check whether the step authorization switch is disabled. The path of motion authorization varies according to the Android system. Please go following path: [Setting] - [Authorization Management] - [Application Permission Management] –MyLink.

3. When the user opens MyLink for the first time on the same day, the number of steps will be 0. This situation occurs because the application has not started the step sensor to start the step counting. It is recommended to open the MyLink application once every morning to start the sensor to start the step counting.

Q: Why are sports information different from Android OS/MyLink (Android Version)/ other third-party health app?

The Health App not only records the information of the mobile phone sensor, but also records if the user is wearing other stepping devices. The calorie consumption information will be calculated according to the height and weight set by the user, so there will be differences in the information. Vendor applications that support reading exercise data from other pedometer devices or calorie algorithms may also differ.

Huawei mobile phone step counting setting instructions

Please make sure that user has logged in to Huawei Store and Huawei Health, click the WeWalk page of MyLink to jump to the authorization page and authorize the steps. The path to check the authorization status of exercise steps in the Huawei system is: Huawei Health-Settings-Privacy Management-Data Sharing and Authorization, keep MyLink authorization open, as shown below:

Due to the automatic management mechanism of system applications on Huawei mobile phones, the step counting service may fail to start. Users need to manually change the application startup management to the "manual management" state. The setting steps are as follows:

1) Open Huawei's " Optimiser" app, as shown below:

2) Enter the startup management interface, click "Battery" - "App launch", as shown below:

Click "App launch", as shown below:

3) Check whether the "MyLink" application is in the automatic management state, if so, click the slider (or APP name) to enter the manual management interface, as shown below:

4) Turn on "Run in background " and allow "Auto-launch ", as shown below:

5) After clicking OK, make sure MyLink is in the "Manage manual" state, as shown below:

Q: Why does the pedometer interrupt, the pedometer becomes unstable, or the pedometer goes backwards?

Due to the different sources of step counting, the reasons for the above situations include the device cannot detect the number of steps, the sensor is faulty, the wrong account is registered, the step is not authorized, the power saving mode is turned on, the installation of optimization software does not exclude MyLink, etc. It is recommended to check with the original device manufacturer for further information, and Android users can report and inquire with Google Fit.

Q: Why is the number of steps not displayed immediately?

Since the step count data is obtained from "Health" or Google Fit in the mobile phone, it is recommended that you activate the authorization first to synchronize the step count.

Q: Why is the number of steps still 0 or abnormal after I have authorized MyLink?

If you have authorized MyLink, it is possible that the third-party data source needs to be updated or re-linked. Please check your step count against your phone's third-party data source.

iOS:

Please check whether Health has enabled exercise step authorization. If the number of steps is abnormal, please bind it again.

Android:

Please check whether Google Fit has enabled exercise step authorization. If the number of steps is abnormal, please download the update or re-bind.

Huawei:

Please check whether Huawei Health has enabled exercise step authorization. If the number of steps is abnormal, please download the update or re-bind.

Q: Why is the step count of WeWalk different from the step count of "Health", Google Fit and other programs on my phone?

If you enter the data manually or use a device that is not supported by WeWalk, the data will not be recorded. At the same time, please confirm whether you have logged in more than one account on the same device. If you have logged in to different accounts, the number of steps may be scattered to different accounts.

After all steps are uploaded, MyLink will verify the data source again. If the third party pedometer of your phone (Health,Google Fit, Huawei Health, etc.) is not updated to the latest version, the number of steps may also be inaccurate.

Q: How is MyLink located?

MyLink uses the GPS chip built into the phone for location. In order to accurately record the number of steps, it is recommended that you turn on the GPS positioning function of your phone when running.

☆ GPS positioning permission: users need to allow MyLink to obtain this permission in the mobile phone Settings, in order to locate and obtain the location of the weather, offline map, etc., and in the outdoor running process correctly record running track and calculate mileage.

Q: I am running normally, why is it said that there is a problem with my step data?

This is related to the GPS signal and the hardware of the phone itself. When the GPS signal is offset, it can cause the distance to become longer and the speed to become faster, so that the system will have a misjudgment. MyLink will also be continuously optimized to minimize misjudgments.

Q: Why is the step count data inaccurate, lost, or the running track is incomplete?

This is because the GPS signal is poor or interfered, and the mobile phone cannot obtain the correct coordinates and provide them to MyLink. It is recommended that users turn on GPS to warm up ten minutes before running, and check whether the GPS signal is normal. If the signal is too weak, you can restart the phone, clear the cache, and close the software that is not commonly used.

Q: Why is the message「Upload failed」 displayed when uploading step data records?

This may be caused by the poor network environment. Please check the current mobile network and try again after ensuring that the network is unblocked.

Q: Why does WeWalk stop recording when the screen is locked?

Please confirm whether the power saving mode is turned on, and make sure that the background running permission of MyLink is allowed by the mobile phone system or security software.

Q: Can I recover the lost steps data?

No. If the data is lost, it means that the system has not recorded the step data. The data cannot be recovered in this case.

Q: What devices support step counting?

iOS System:

System	System	Authorization Switch
iOS11.0 and above	iPhone 6S and above, and need to support Health	1. [Settings]-[Privacy]-[Sports and Fitness-[MyLink]
iOS11.0 and above	iPhone 6S and above, and need to support Health	2. [Settings]->[Health]->[Data Access and Devices]->[MyLink]->[Steps]

Android System:

Brand	System	Health Support App	Authorization Switch
Huawei	Android 6.0 or above	Huawei's health	For details about how to enable the authorization switch, see the Settings in the user model
Samsung, Xiaomi, OPPO and other Android	Android 6.0 or above	Google Fit

Tip:

MyLink does not support step statistics for external devices such as sports bracelets.