FAQ

Question 1

How do I change my password?

Accepted Answer

On the login page, tap "Forget Password?" and enter the e-mail that you used for registration. The system will send a change password e-mail to your e-mail account.

Question 2

Can I change my e-mail or phone number?

Accepted Answer

Sure! Please send an email to our customer service mailbox at service@health2sync.com, informing us of your request to change your account's email or phone number. A dedicated representative will provide further assistance.

Question 3

How do I sync data from the "Health" App or other applications on my phone?

Accepted Answer

From the "More" page, please tap on "Connect Apps & Devices", then tap on "Health App" or other applications and follow the instructions on the page.

Question 4

How do I edit or delete my records?

Accepted Answer

Go to "Diary" and tap on the diary you wish to edit or delete. Please note that if the record is synced directly from the measurement device, the readings and the times of the readings cannot be further modified.

Question 5

Can I record multiple items at the same time?

Accepted Answer

Tap the "Add Diary" button and choose the primary data type that you would like to record. In the diary entry page, you will see an "Add Others" section which allows you to add other items such as weight, medication, or exercise to your primary data type.

Question 6

Can I sync my blood pressure monitor, blood glucose meter, or weight scale to the Health2Sync App?

Accepted Answer

Yes! Go to "More" and tap on "Sync Device", then tap on "Add Device" to find the list of devices supported by Health2Sync. You can also check our website or contact us if your meter is not on the list.

Question 7

Can I add historical records to the diary?

Accepted Answer

Yes! Add diaries as you would normally, but just remember to update the "Time" to reflect the time of the measurement or activity.

Question 8

Can I import my recordings through Excel or other formats?

Accepted Answer

We currently don't support importing data from files. However, if you are using a device our app supports, you can sync the historical records directly into our app. If you are using an iPhone and have connected to the Health App, you can also import records from the Health App as well.

Question 9

What should I do if I frequently forget to take my meds or measure my blood glucose?

Accepted Answer

Try setting "Medication & Reminders" and "BG Measurement Plan" from the "More" page.

Question 10

How do I export my records as an Excel file?

Accepted Answer

App users may use the "PDF Report/Excel" function under "More" to export the data to PDF or Excel and send it to your personal e-mail. Please note that the maximum date range is 90 days (meaning the date range between the start date and end date cannot exceed 90 days).

Question 11

Will I lose my records if I log in again or change my smartphone?  How do I transfer data?

Accepted Answer

You can keep your old data as long as you login with the previous account. You can recall the account details when you first regsitered to Health2Sync and retrieve all data you have put.

Question 12

I no longer want to receive any notifications about my partner not logging blood glucose records or his or her readings exceeding target range. How do I change my Partner's notification settings?

Accepted Answer

Go to the partner list and select the partner whose settings you wish to change. Next, tap the top-right arrow button, and select "Notifications" to turn off the notifications you no longer wish to receive.

Question 13

How do I add other users or healthcare professionals as partners?

Accepted Answer

Select "Add Partner" in the Partner function and choose a way you'd like to use. The "Invitation Code" function allows you to join a medical institution's care platform. Please consult your medical institution for the codes.

Question 14

Where can I view the educational content that Health2Sync sent me?

Accepted Answer

You can find links to articles and tips in the Health2Sync partner's chat history. If you are a Heath2Sync premium member, you can also find past educational articles by tapping on "Content Collection" in the "More" page.

Question 15

How do I turn off notification reminders for the Health2Sync partner account?

Accepted Answer

Go to the Partner page and tap on the "Health2Sync" partner. Next, tap on the setting button at the top-right corner, then tap on "Notifications" to disable the push notifications.

Question 16

Can the Health2Sync App measure blood glucose directly?

Accepted Answer

The objective of the Health2Sync App is to provide diabetics with a convenient tool to record data and to obtain feedback based on the data. The app cannot measure your blood glucose for you. If measurement of blood glucose is required, please purchase a blood glucose meter and consult a medical professional.

Question 17

Is the Health2Sync App free to use?

Accepted Answer

Yes, most of the features are free to use. If you need more analyses, educational content, and reports, you can also purchase a subscription to our premium membership.

Question 18

I forgot my password, can Health2Sync help me?

Accepted Answer

For security reasons, Health2Sync does not save your password. You can click "Forget your password?" on the "Sign In" page to reset your password.

Question 19

Are there limits to the number of users and patients that can be on the platform?

Accepted Answer

No!  You can add as many users and patients as you want.

Question 20

Is there a place where healthcare professionals can jot down notes about patients?

Accepted Answer

You can use the "Notes" function to write down notes that you or other care providers can refer to.  You can also add tags such as "Food", "Exercise", "Medication" to each note.

Question 21

Can patients send messages to us?

Accepted Answer

Yes, after your patient is connected to you on the Health2Sync app, they can send messages directly to you.

Question 22

Must I use the message function?  I'm afraid I might not have the time to do so.

Accepted Answer

"Messages" is a function that you can choose whether to use or not.  You can set an auto-reply to messages you received from patients if you would not be able to reply to the messages immediately.

Question 23

Will patients know which person in my medical institution sent a message to them?

Accepted Answer

No.  Patients will only know that the message came from your medical insitution, they will not be able to see the name of the healthcare professional.

Question 24

Can I set reminders for return visits?

Accepted Answer

Yes, once you set the return visit date for each patient, the patient will be reminded to go for a visit 3 days before the day of the visit.

Question 25

How do I review my patient's data?

Accepted Answer

You can see a 4-digit "Invitation Code" in the dashboard of the platform, and you can ask your patients to enter this invitation code to connect with your platform. After the patient consents to joining your platform, the data will be automatically reflected in the platform when the patient makes new data entries.
*Note: The patient's smartphone must be connected to the internet for you to see his/her records.

Question 26

Do patients need to re-enter our invitation code everytime they want to upload data?

Accepted Answer

No, the invitation code just needs to be entered once.

Question 27

How does Health2Sync protect patient data?

Accepted Answer

Health2Sync safeguards patient data by adhering to best practices of information security when we engineer our software. Moreover, our products and engineering practicies are ISO-certified. We have obtained ISO 27001:2013 Information Security Management System certification and ISO 27017:2015 certification for information security controls for cloud services.

Question 28

Would I be held accountable if I failed to respond to patient events or messages in a timely manner?

Accepted Answer

The Patient Management Platform is intended to help you manage patients more efficiently.  It is not intended for the detecting and responding to medical emergencies.  We suggest you let patients know how you will be using the platform and that you will not be able to provide 24/7 service.

To learn more about how to use Health2Sync Mobile App, please refer to our Health2Sync Mobile App User Guide

Health2Sync Mobile App User Guide