Where the Care App and Care Portal are mentioned, the articles in the Support Center refer to both the Academic & Basic Research Plan (Care Lab App and Care Lab Portal) and the enterprise Plan (Care App and Care Portal), unless indicated otherwise.
This article applies to both EmbracePlus and EmbraceMini. Care App screens may differ depending on the device and accessory used.
In some situations, a participant’s EmbracePlus may need to be replaced in order to continue data collection. This can happen if the device is lost, damaged, or otherwise unavailable for continued use. Replacing a device allows the participant to resume data collection with minimal disruption.
If the current device is still operational, we recommend completing the standard offboarding flow before pairing the new device (see Logging Participants Out of the Care App). This ensures that any remaining data stored on the device is synced and uploaded. If the device does not respond or is unavailable, you can remove it from Care App and pair a new device, noting that any data still stored on the original device may be lost.
- Follow the steps listed here: Logging Participants Out of the Care App
- Make sure to have the Participant’s Credentials or QR Code on hand
- If necessary, Reset the Participant’s Credentials and use the latest set
- Open the Care App and log the participant in
- Follow the on-screen instructions to pair the new device;
Pairing steps may vary by device. See Pairing your Empatica Wearable
- Make sure the phone has an active internet connection
- In the Care App, tap on the three dots in the top-right corner
- Select Forget and confirm when prompted;
This will immediately forget the current device, while the participant won’t be logged out of the app - Follow the on-screen instructions to pair the new device;
Pairing steps may vary by device. See Pairing your Empatica Wearable
Important: Any data still stored on EmbracePlus will not be synced or uploaded at this time. The data will be assigned to the next Participant ID that pairs the device and syncs the data, not the logged-out participant. This may result in data being misattributed if the device is paired to a different participant.