Issues with logging into the Care App

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.

It could be possible that the login step to the Care App may fail. To resolve the issue, try the following steps:

1. Make sure that the companion device has an active internet connection.
2. Make sure that the Care App is allowed to access the network on the companion device.
3. BYOD Check that the correct Care App version is installed. 
   • Go to the Apple App Store (ios) or Google Play Store (android), search for the Care App, and check if the app needs to be updated. If so, proceed with updating the app from the Store. 
     • Academic & Basic Research Search for Care Lab App.
     • enterprise Search for Care App
4. BYOD If the QR code is used to login, make sure that the camera is enabled for the Care App. 
   • • Steps to allow camera access to the Care  App may differ from one phone to another. This is the general path:
       • android Settings > App Settings > Care > Permissions > Camera toggle
       • ios Settings > Care > Camera toggle 

5. Reach out to the Empatica Support Team by using this form. For privacy and security reasons, the password is not visualized. The Support Team will reset the credentials and provide you with a new set.  Include the following information when you contact the Empatica Support Team:
   • Organization
   • Study Name and Study ID
   • Participant ID
   • EmbracePlus Serial number
     • The Serial Number can be found on the box or on the bottom of the pod case starting with ‘S/N’
       
       

Care Portal access available

Resetting the credentials

Alternatively, you can reset the participant’s credentials by following the steps below. Note that research and healthcare professionals on the enterprise plan that have access to the Care Portal must have a Management Role assigned to their User Account in order to reset a Participant’s password. Verify the role assigned to your Care Portal account with your Organization or account manager and check if the operations below are within the Study’s guidelines.

1. From the Care Portal, click on `PARTICIPANTS` under the Management section.

2. Hover the mouse over the right-hand side of the screen for which the credentials need to be reset. A box will appear with some icons (a lock, a clock, and a flag). Click on the “lock” icon, which allows you to reset the password.

3. Enterprise Plan Verify your identity by entering your login credentials to the Care Portal, and click on `UNLOCK`.

4. The next screen will contain the QR code and the written Participant ID and password.
5.  Click `DOWNLOAD AND CLOSE` in the bottom right corner to save the PNG file. 

Note that this is the only time when the credentials are shown and downloadable. Make sure that the credentials are saved before closing the page.

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.