Troubleshooting

How do I register?

Please click register in the main menu and follow the instructions.

How do I log in?

Please click login in the main menu and follow the instructions.

What is my patient ID?

This will be assigned to you by the investigator.

I’ve forgotten my patient ID

You can recover your information by clicking ‘forgot information’ on either the login or register pages. You will need access to your email address. We can also manually send you your patient ID as an alternative.

I’ve forgotten my email

Contact us, and we will re-register you again with a new email.

I no longer have access to my email

Contact us as soon as possible with your new email, and we will re-assign your account with the new email address.

How can I contact you?

You can use the contact function in the app, or email either Melanie (melanie.koelbel.15@ucl.ac.uk), or Alexander (a.laurence@celestial.tokyo).

I need to verify my IP address, what does that mean?

It registers your WiFi hotspot, so other people in different locations cannot break into your account. Every time you attempt to log in using a new location, the app will ask you to verify your IP address.

How do I verify my IP address?

The app will send an automated email to your registered email address. Please click the link to confirm your IP address.

I am using my phone’s 4G/Data. Do I have to verify my IP address every time I connect?

Unfortunately yes. We advise you to stick to your usual WiFi hotspot at home to avoid this.

I am getting an error in the automated email link

Try to not request for a link too many times. You may be clicking the expired link, as a new request could be voiding the previous links. Try to wait 5 mins, and click the latest link. Sometimes using public WiFi hotspots (such as ones in cafes) will prevent you from getting new emails. In this case, disconnect from the public wifi, and use your phone’s 4G data connection by turning off WiFi in your phone’s settings. Then let your phone download new emails. Be sure to check your spam folders too! If it still does not work, please contact us as soon as you can.

I am not getting the automated email link

See above.

I am not able to proceed onto the next page

Ensure that all fields are completed as the app will disable the 'Next' button if fields are left blank in some cases. In other cases, a 'Do Not Wish To Answer' option will be provided, should you wish to opt out of answering the question.

How do I know what data is being stored?

After each section, you will be presented with a list of all the data which will be stored on the database.

How do I find out more information about the study?

You can find out more about the study in the information sections once you have logged in.

Can I see the source code?

Not fully due to certain licensing rights in the app. However, you can freely view and/or make use of Alexander's code snippets for SAC.