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If you are a Study Participant, contact your Administrator directly as information in the Support Center is intended for qualified researchers and healthcare professionals. Misapplying the information below may affect your data collection.

QR code login issues with the Care App

Where the Care App and Care Portal are mentioned, the articles in the Support Center refer to both the professional Plan (Care Lab App and Care Lab Portal) and the enterprise Plan (Care App and Care Portal), unless indicated otherwise.


Participants can login to the Care App by scanning the credential QR code. The following requirements should be met in order to scan the QR code:

  • The smartphone has a functional camera.
  • The Care App has access to the camera in the companion device’s Operating System settings. 


BYOD Steps to allow camera access to the Care  App might be different for each companion device. This is the general path: 

  • android Settings > App Settings > Care > Permissions > Camera
  • ios Settings > Care > Camera toggle 

In case of the QR code still not working, try logging in by using the ‘Participant Identifier’ and ‘Password’ credentials. If the login works with the password, there might be a problem with the QR code. 


If the issue persists, fill the form by clicking on Submit a request at the bottom of this page or by going to this link. Please provide all the information needed to the Empatica Support Team and we will then reach out directly to assist you further.

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