Frequently Asked Questions

1. I am having problems with my Pedometer. What should I do?

Review the following questions for common pedometer troubleshooting:

a) Where are you wearing the pedometer?

Make sure you are wearing your pedometer correctly by following these steps:

• Clip your pedometer to your waistband or belt, directly above your knee.
• Be sure your pedometer is perpendicular to the ground, not angled or dangling from your clothing.
• Do not wear the pedometer on your shoe, sock, pocket or wrist. It will not provide an accurate reading.
• Test the pedometer for accuracy by setting the step counter to zero and walking 50 steps. Check the display. If the reading is between 45-55, your step counter is functioning properly. If it reads more or less, reposition the counter on your waist and check again.
• Your pedometer may give inaccurate results if you have had recent surgery or knee, leg, or foot problems. You may be favoring a leg or foot while walking.

b)My pedometer has a clicking or loose part sound? Is it broken?

No, a clicking or loose part sound is not an indicator of a broken pedometer. Every pedometer has an arm or pendulum inside of it. This is what counts the steps. The clicking noise that can be heard when the pedometer is shaken (or when you are walking) is the pendulum.

c)The reset button will not work.

The pendulum inside the pedometer is linked to the step counting device. The pendulum may become immobile from time to time, and this can prevent the reset button on the step counter from doing its job.

If pressing the reset button a few times does not clear the display, here is what you can do to release the pendulum:

• Give the pedometer a few gentle shakes while keeping the reset button held down. This un-sticks the pendulum.
• Release the button. If the display has not cleared, press and release the button one more time.
• If the display does not reset after trying this once or twice, please call Customer Service at (800) 407-9170 and we will send you a new pedometer.

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2. "Fun facts" pedometer users often ask about.

• Depending on the length of a person's stride, it takes 2,300-2,700 steps to equal a mile.
• Most older adults average 2,000-3,000 steps per day.
• 70% of Americans choose walking as their primary type of exercise.
• The average person walks approximately 115,000 miles in a lifetime. That is about 4 times around the globe!

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3. How do I use my pedometer?

Please visit our detailed description of the Steps pedometer.

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4. What are its features?

Please visit our detailed description of the Steps pedometer.

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5. When do I wear my pedometer?

Wear your pedometer all day. Attach it to your belt or waistband (in line with your kneecap) and wear it from the moment you get dressed in the morning until you go to bed. This will ensure that you are accurately tracking your activity for the entire day. Remember that your pedometer cannot get wet, so take it off when showering or swimming.

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6. What is my Steps member ID number, and how do I log in to the members-only section of the Web site?

Contact Customer Service at (800) 407-9170 for assistance regarding your member ID number and/or Web site access.

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7. My pedometer has malfunctioned. How do I get a replacement?

We know that just like you, your pedometer will get a good workout. Unlike you, devices such as this may break or malfunction under heavy use. Your membership in SilverSneakers® Steps entitles you to a free replacement pedometer should your current one malfunction or become defective under normal use. To request a new pedometer please call Customer Service at (800) 407-9170.

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8. Why should I report my steps?

Reporting your steps is an important part of the SilverSneakers® Steps program that keeps you motivated, helps track your progress and assists you with meeting your goals. Steps allows you to convert your favorite activities into steps. All physical activities such as bicycling, gardening, fishing, swimming and yes, even cleaning your house can be converted into steps. As an incentive, you are automatically enrolled to participate in the 'Get Off on the Right Foot' contest. Just report your steps for eight consecutive weeks and you will receive a prize! You can also participate in the Steps Challenge: Virtual tour of Hawaii just by reporting your steps. See how fast you can make it around the island of Oahu! Once you have completed the tour, you win a prize.

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9. What activities count as steps?

Although walking is a great way (and the most obvious way) to increase your steps, Steps is about more than just walking. Steps allows you to convert your favorite activities into steps. All physical activities such as bicycling, gardening, fishing, swimming and yes, even housework can be converted into steps.

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10. How do I report my steps?

You can report your steps by any of three ways:

• On the Web: Visit www.steps4life.com
• By phone: Call our Steps Hotline at (800) 407-9170.
• By mail: On a monthly basis, complete and mail us the activity reporting cards that you received in your Welcome Kit. You will receive additional Activity Logs quarterly by mail.

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11. How often will I receive a SilverSneakers® guest pass and when do they expire?

Another benefit of being a member of the Steps program is that you receive guest passes to participate in a SilverSneakers® Fitness class. Guest passes are sent quarterly through the Healthy Steps Newsletter and they never expire. Be sure and use your pass right away so that you can benefit from this sensational fitness experience!

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12. If I participate in 'Getting Off on the Right Foot' what do I receive as a prize?

After 8 consecutive weeks of reporting steps you receive a Fanny Pack. You can report your steps by one of three ways:

• On the Web: Visit www.steps4life.com.
• By Phone: Call our Steps Hotline at (800) 407-9170.
• By Mail: On a monthly basis, complete and mail us the activity reporting cards that you received in your Welcome Kit. You will receive additional Activity Logs quarterly by mail.

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13. I reported my steps for 8 consecutive weeks and I have not received my prize.

Congratulations! We're proud of you and want you to be rewarded for your efforts. If you have reported your steps consecutively for eight weeks and have still not received a prize please call Customer Service at (800) 407-9170.

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14. I have completed the Steps Challenge: Virtual Tour of Hawaii and have not received my prize.

Congratulations! We're proud of you and want you to be rewarded for your efforts. If you have reported your steps and completed the challenge and have still not received a prize please call Customer Service at (800) 407-9170.

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15. Can not find your Health Plan number when registering for Steps?

Please call the phone number located on your Health Plan card.

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16. Fun facts on navigating through the web

Finding your way through a website may be a little challenging if you've never done it before. Here are some useful tips that will help you along:

• When a word is blue and/or underlined it means it is a hyperlink (link) and you can click on it. For example: Instead of saying "Click here for more information" you may see "More Information". Blue text usually indicates a link that has not been clicked on and purple or maroon text means the link has been clicked on. Links can also be bold faced or a larger font size.
• If you see a list of main topics (usually on the left side of the screen, or across the top) it will usually hold a drop down menu or "flyouts". These are similar topics within a main topic and can be clicked on.

  

• Main topics are usually located on the left or across the top of a page and when you click on them you will be taken to each topics Home Page.

  

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