I can't help you but my wife and I have both had trouble maintaining the connection to our United Healthcare app. The connections were stable for about 10 months then my wife's Inspire 3 lost its connection the the UHC app. She input her data manually (we get a small monetary bonus for 10 days of 5000 steps/day) and on 4/1 I was able to reestablish the connection. Ironically, also on 4/1, my connection was lost. The UHC app shows my Inspire 3 as the tracker but its last update was 3/31. I am going to remove it and try to add it back and see if that helps. Fitbit and UHC both point to the other one as the problem.
Suggest you try the help line at Virgin Pulse if you haven't already.