When a user has been inactive for 7 days, they will be moved to the inactivity list. This means after 7x24 hours= 168 full hours. After that the system will update a few times per day. So you might be able to see an inactive member that has not logged in for 8 days, but they will be move when the system updates.

If you see a user on your active list that has not logged in for 9 days or more, then you should contact help@livahealth.com to report this. Please be sure to include the programme name and the member ID.

Users will not be moved to the inactive list if:

• they have not yet received their first intervention
• they have only 1 final intervention remaining (so you can send the goodbye message)
• if they have sent a message to their health coach which has not yet been replied to.