Frequently Asked Questions: Healthy 365 app for Rep with Steps Challenge

Transcription

1 Frequently Asked Questions: Healthy 365 app for Rep with Steps Challenge Question 1. Is the Healthy 365 app compatible with my smartphone? Answer List of incompatible phones: To date, we have found that the following phone models are incompatible with the Healthy 365 app: 1. Mercury A3S 2. LG G Pro Lite 3. LG G2 4. ASUS Zenfone 2 5. Samsung S3 6. Umi Hammer 7. Acer Liquid X1 8. iphone 4 We are working on the Healthy 365 app to make it compatible so that more people can participate in the Challenge. 2. Do I need data or internet connection to use the Healthy 365 app? The Healthy 365 app requires data plan or internet connection to register for challenges, update the steps that you have accumulated and for you to view the updated challenge summary.

2 REGISTRATION 3. How do I sign up for the Rep with Steps Challenge? Please ensure that your mobile phone is connected to the Internet before following the below instructions: a) Tap on Challenges on the menu bar of the Healthy 365 app. b) Select Rep with Steps Challenge. c) Tap on Start Challenge. d) Please fill in your particulars and tap on Register. 4. I am unable to complete registration for a challenge. You might not have internet connectivity or our servers are may be busy/under maintenance at the moment. Please try again later. If the problem persists, please contact us at [email protected] for technical assistance. 1

3 PAIRING AND SYNCING 5. I just signed up for the challenge on my smartphone, what do I do now? Pairing your Steps Tracker with smartphone: All you need to do now is to pair your HPB steps tracker to the Healthy 365 app. Please ensure that you have switched on the Bluetooth connection on your mobile phone and that the HPB steps tracker is placed as near as possible to your mobile phone. Next, follow the below instructions: a) Tap on the Dashboard on the menu bar of the Healthy 365 app. b) Tap on the green sync button. c) The app will prompt you to enter a 4 digit code. Please enter the code displayed on your steps tracker and tap on Submit (it will appear in the same form as the time). If you only see the current time and not another 4 digit code, please tap Resend code to try again. Once you have successfully paired your steps tracker, the dashboard will show you the HPB steps accumulated on the steps tracker. 6. How do I pair my steps tracker to the Healthy 365 app? Please ensure that you have switched on the Bluetooth connection on your mobile phone and that the HPB steps tracker is placed as near as possible to your mobile phone. Next, follow the below instructions: a) Tap on the Dashboard on the menu bar of the Healthy 365 app. b) Tap on the green sync button. c) The app will prompt you to enter a 4 digit code. Please enter the code displayed on your steps tracker and tap on Submit (it will appear in the same form as the time). If you only see the current time and not another 4 digit code, please tap Resend code to try again. Once you have successfully paired your steps tracker, the dashboard will show you the steps accumulated on the HPB steps tracker. 2

4 7. I am unable to pair my HPB steps tracker with my smartphone. Please try the following methods. Method 1: Please ensure that your smart phone s Bluetooth is switched on and is able to detect nearby Bluetooth devices. Method 2: For optimal performance, please also ensure that there are no other Bluetooth devices within a 3m radius, and that your HPB steps tracker is next to your smart phone. Method 3: Turn off & on your smart phone s Bluetooth, exit & restart Healthy 365 app, then retry. OR 3

5 Method 4: If Method 3 does not solve the problem, restart phone, turn on Bluetooth, launch Healthy 365 app, then retry. OR Method 5: If the problem persists, please contact us at or us at [email protected] for technical assistance. 4

6 8. How do I sync steps data from my HPB steps tracker to the Healthy 365 app? Once the HPB steps tracker is paired to your profile on the Healthy 365 app, the app will automatically retrieve the data from your HPB steps tracker when Bluetooth connection is available. You can also manually sync your HPB steps tracker data by tapping on the green button on the Dashboard. Please note that you have to sync data from your steps tracker to the app at least once every 7 days. 9. I am unable to sync my HPB steps tracker with my mobile phone. On the Apps page, please check that HPB Steps Tracker is selected and that the steps tracker is charged (check the power bar on the steps tracker). Please also ensure that your smart phone s Bluetooth is switched on and is able to detect nearby Bluetooth devices. The app should be able to automatically retrieve data from your steps tracker once Bluetooth connection is available. If the above fails to solve your problem, proceed to do the following methods: Method 1: For optimal performance, please also ensure that there are no other Bluetooth devices within a 3m radius, and that your HPB steps tracker is next to your smart phone. 5

7 Method 2: Turn off & on your smart phone s Bluetooth, exit & restart Healthy 365 app, then retry. OR Method 3: If Method 2 does not solve the problem, restart phone, turn on Bluetooth, launch Healthy 365 app, then retry. 6

8 OR Method 4: If the problem persists, please contact us at or us at for technical assistance. The HPB steps tracker uses Bluetooth Low Energy (BLE) to pair and synchronise data with the Healthy 365 app. Bluetooth scanning and discovering your Steps Tracker The Bluetooth scan does not run continuously and will stop-start every few seconds. Because of this stop-start mechanism, there is a chance that your Steps Tracker may fail to transmit data to the Healthy 365 app when the Bluetooth is temporarily off. This can cause a few seconds of delay before the Steps Tracker is paired with the app. If you think that the app failed to pair/sync your Steps Tracker, try again by following the steps below: a) Open Settings on your Android operating system b) Switch on Bluetooth c) Tap Scan for devices d) Check if the steps tracker is visible under the device list e) Start Healthy 365 app f) Tap on the green sync button g) The steps should synced over Restarting the Healthy 365 app In case there is no data connection between your Steps Tracker and your mobile phone (Bluetooth icon on 7

9 smartphone not blinking at all), it is advisable to restart your Healthy 365 app by terminating it from the running applications on your phone (note: do not just push it to the background). Sometimes, the Bluetooth adaptor of your mobile phone may be stuck in a state where it does not continue scanning for external Bluetooth devices. To fix this problem, it might be necessary to restart the Healthy 365 app. Turn OFF Wi-Fi Optimisation under Wi-Fi Setting (For Android only) Some Android users have reported that turning OFF an advanced Wi-Fi setting called Wi-Fi optimisation helps to improve Bluetooth connectivity. To turn OFF this setting, a) Open Settings on your Android operating system b) Select Wi-Fi then select Options / Setting c) Select Advanced d) Un-tick Wi-Fi Optimisation Troubleshooting Steps 1) Terminate the Healthy 365 app if it is running. 2) Check that you have downloaded the latest version of the Healthy 365 app from App Store or Google Play store. Update your app if there is a newer version. 3) Turn OFF Bluetooth and turn ON again. 4) Start the Healthy 365 app. 5) Move away from other Bluetooth devices (at least 1.5m). 6) Place your HPB Steps Tracker near your mobile phone (within 30cm). 7) Scroll to the Activity Dashboard and tap on the Green Sync button. 8) Pairing: Enter the 4-digit code displayed on your steps tracker and tap Submit (it will appear in the same format as the time). If you only see the current time and not another 4-digit code, please tap Resend code to try again. Syncing: The number of steps accumulated on your steps tracker will be reflected on the app. 8

10 9) Retry Steps 7 & 8 once or twice if you do not see the 4- digit code. 10) If Steps 1 to 9 fail, switch OFF and restart your mobile phone and retry Steps ) If Step 10 fails, try Un-installing and Re-installing app. Restore your profile (under Profile) before re-trying Steps 1 to 9. If the problem persists, please contact HPB hotline at or [email protected] for technical assistance. Please also send a Diagnostic Report via Healthy 365 app under About page. 10. The steps that are synced from my HPB steps tracker are inaccurate. 11. No step is synced from the steps tracker. Please try to manually sync your steps data by tapping on the green button at the Dashboard. If the problem persists, please restart the app and try again. Please contact us at [email protected] for further assistance. Please try to manually sync your steps data by tapping on the green button at the Dashboard. If the problem persists, please restart the app and try again. Please contact us at [email protected] for further assistance. 9

11 DATA RESTORATION 12. Why is my profile and data missing even though I have previously registered for a challenge? 13. I accidentally deleted or reinstalled the Healthy 365 app and now my data is missing. This might happen if you have deleted and reinstalled the Healthy 365 app, or if you have switched phones midway through a challenge. Simply use the data restoration feature to retrieve your data and challenge progress. We have released the Data Restoration feature in the latest ios and Android versions. It allows you to restore the data that was last synced to the server (which is done once a day upon launching the app). To access this feature: a) Tap on Profile on the menu bar of the Healthy 365 app. b) Tap on the Restore Account button at the top of the page. c) Key in your NRIC and mobile number (as entered during registration) and tap on Restore Now. Your data should appear on the profile page. 14. Can I change my mobile phone mid-way through a challenge? If you would like to retain the steps data you have previously accumulated and retrieve them on your new mobile phone, please do the following: a) Uninstall the Healthy 365 app from your old mobile phone. b) Install the Healthy 365 app to your new mobile phone. c) Use the data restoration feature to restore your data that was last synced to the server. Please do this as soon as you set up your new mobile phone. 10

12 15. How do I restore my data? 16. Why can t I restore my data? Please follow the below instructions: a) Tap on Profile on the menu bar of the Healthy 365 app. b) Tap on the Restore Account button at the top of the page. c) Key in your NRIC and mobile number (as entered during registration) and tap on Restore Now. Your data should appear on the profile page. Please ensure that you have previously created a profile on the Healthy 365 app. If you did not, your data cannot be restored. If the problem persists, please restart the app and try again. Please contact us at [email protected] for further technical assistance. MISCELLANEOUS 17. What if my steps tracker becomes faulty while I am participating in the Challenge? Your steps tracker has a warranty period of 1 year. If your steps tracker is found to be faulty due to a manufacturing defect upon assessment by our technician, please bring along the steps tracker user guide containing the warranty number which will allow you to do a one for one exchange. Every steps tracker packaging comes along with a user guide appended within. Smartphone users* may exchange their steps trackers at these authorised service providers. 1. Starhub Telestation- AMK Hub 53 Ang Mo Kio Ave 3, #02-57, S Tel: Operating Hours: Daily 11am-9pm 2. Starhub Telestation- City Square Mall 180 Kitchener Road, #01-17, S Tel: Operating Hours: Daily 11am-9pm 3. Starhub Telestation- Northpoint Shopping Centre 930 Yishun Ave 2, #B1-03, S Tel: Operating Hours: Daily 11am-9pm 4. Starhub Telestation- The Clementi Mall 3155 Commonwealth Ave West, #B1-03/04, S

13 Tel: Operating Hours: Daily 11am-9pm 5. Macpherson Office 8 Burn Road, #17-06 TRIVEX, S Tel: Operating Hours: Mon-Fri, 9am-6pm Please call the service centres hotline to check if there are any stocks before making your way down. Alternatively, you can visit Customer Care Centre located at the Health Promotion Board Building. Our customer service officers can provide support for one-for-one exchange of faulty steps trackers. Venue: Health Promotion Board, 3 Second Hospital Avenue, Singapore Level 1 Lobby (next to 7-11 store) Note: HPB is located within walking distance of Outram Park MRT station Operating Hours: Mon to Fri: 11am to 8pm Sat: 9am to 1pm (closed on Sundays, Public Holidays, including eves of Public Holidays) To avoid long waiting time, you can book an appointment with the Customer Care Centre. *For non-smartphone users, please refer to IT FAQ no

14 18. How do I pair my new steps tracker with the Healthy 365 app after replacing my faulty steps tracker? Please do the following as soon as possible to prevent losing steps data a) Select Apps on the menu bar and tap on the Change Tracker button (located under HPB Steps Tracker. Tap the green sync button that appears on the screen. Please ensure you have switched on Bluetooth connection on your smartphone and that the new steps tracker is placed next to your smartphone. b) The app will prompt you to enter a 4-digit code. Please enter the code displayed on your steps tracker and tap on Submit. If you only see the current time and not another 4 digit code, please tap Resend Code to try again. c) Pairing complete! Note that the step count recorded for today will be the higher of the two steps trackers. Do remember to sync at least once every 7 days. 13

15 19. I am a non-smartphone user. Where can I replace my faulty steps tracker? You can visit Customer Care Centre located at the Health Promotion Board Building. Our customer service officers can provide support for one-for-one exchange of faulty steps trackers and pair your new steps tracker for your account. Venue: Health Promotion Board, 3 Second Hospital Avenue, Singapore Level 1 Lobby (next to 7-11 store) Note: HPB is located within walking distance of Outram Park MRT station Operating Hours: Mon to Fri: 11am to 8pm Sat: 9am to 1pm (closed on Sundays, Public Holidays, including eves of Public Holidays) To avoid long waiting time, you can book an appointment with the Customer Care Centre here. 14