Help Centre

Welcome to the Health Connected Help Centre, where you’ll find troubleshooting tips and answers to commonly asked questions.

 

Getting Started

Accessing your Health Connected Account

  • The way users are granted a Health Connected Account varies from organization to organization. In some cases, Health Connected Accounts are created automatically upon access from an organization's benefits portal, and in others, an individual needs to create their own via an organization’s identification code (Sponsor Identification Code).
  • If you are unsure how to access Health Connected, please contact your human resources department, wellness team, or program sponsor.

Deactivating your Account

You can deactivate your Health Connected account at any time. If you change your mind, you will have to create a new account.

Learn what deactivating your account means

You will no longer be able to access your deactivated account. All email and/or SMS messages from Health Connected will no longer be sent to you except for the Health Connected email newsletter. This email newsletter requires you to unsubscribe from it explicitly by clicking the unsubscribe link in the footer of the newsletter. Your personal information stored in Health Connected will be deleted but other information will not be deleted.

Reports that contain your information without identifying who you are will still be available. Your identifying information will also be removed from reports used to facilitate awarding incentives or prizes for participation in activities facilitated by Health Connected, going forward.

To delete your account, take the following steps:

  1. Sign into your Health Connected account.
  2. Go to Settings by clicking on the Account button in the top right corner.
  3. Scroll to the bottom of the page and click on the Deactivate button.
  4. Click on the Deactivate button in the modal window to confirm.

If you do not have access to your Health Connected account, you can tell us to deactivate your account at any time through the Help Centre feature in Health Connected.

Apps and Devices

Connecting with Apple Health

  • To integrate Health Connected with your Apple Health, you will need to download the mobile app from the respective app store.

After you have downloaded the app, browse to your Health Connected account from your laptop / desktop, and go to your Profile page to find instructions on how to access your account on the Health Connected app. Alternatively, you may sign into Health Connected from your mobile browser and click on the Open App button.

Compatible Tracking Devices

  • Health Connected integrates with most major consumer mobile apps and wearable devices including Fitbit, Garmin Connect, iHealth, Strava and Withings. You can also view available apps and devices directly in your account. To do so, sign in to your Health Connected account and go to Trackers. Then click, Connect to app.
  • Follow the prompts and enter your fitness app credentials. This will be your username and password for your fitness app account.

Help categories

Assessments

  1. What is the Health Risk Assessment and why should I take it?

    The Health Risk Assessment is a comprehensive individual assessment tool that uses validated assessment scales, clinical practice guidelines and evidence-based research to evaluate your risk levels across 15 broad health and wellness areas.

    The Health Risk Assessment is an important first step on your journey to a healthier lifestyle as it provides a picture of your health and helps you understand your risks.

  2. What is the Health Skills Profile and why should I take it?

    The Health Skills Profile is a short, validated assessment tool that measures your health skills. Health Skills are the seven key skills associated with effective self-management, independent of health conditions. Each of the skills capture precise behavioural elements associated with adopting and maintaining healthy lifestyles.

    Understanding your health skills is an important step towards your wellness journey. They are the tools you can use to maintain a healthy lifestyle change.

  3. What is the difference between the Health Risk Assessment and the Health Skills Profile? Which one should I take?

    The Health Risk Assessment assesses your health risks, where the Health Skills Profile assesses the health skills needed to maintain healthy behaviours. You should take both to get a holistic view of where you currently stand with your health and your ability to make and maintain healthy lifestyle changes.

  4. What do I need to have ready to complete the Health Risk Assessment?

    You’ll need your current weight, height and waist circumference measurements to complete the assessment.

    While it’s not necessary, if you have them handy, the Health Risk Assessment also asks about your blood pressure, blood sugar, and cholesterol levels (total cholesterol, HDL cholesterol, LDL cholesterol, triglycerides).

  5. What is the difference between the Health Connected Health Risk Assessment and others on the market?

    Health Connected’s Health Risk Assessment is built from gold-standard validated assessment scales and clinical practice guidelines. Validated assessment scales are tools that have been widely researched and published to measure health.

    Health Connected’s Health Risk Assessment is also very comprehensive, measuring your health across 15 different areas in four categories (medical, lifestyle, mental and work).

  6. How long does it take to complete the Health Connected Health Risk Assessment?

    You will need approximately 20 minutes. If you’re unable to complete the assessment in one sitting, you will have 14 days to come back and finish it.

  7. Are my Health Risk Assessment responses shared with my plan sponsor? What details will my plan sponsor see?

    Your plan sponsor can see aggregate results that combine your answers with others any time they request this information. Your individual responses to the Health Risk Assessment are not shared with your plan sponsor.

    Your plan sponsor may offer incentives or other promotions to encourage participation in and use of Health Connected. To support this, Health Connected generates engagement reports, which contain your information, if you consent to share it, along with your completion status.

    However, they will not be able to see your individual responses.

    Please refer to our privacy policy for more details.

  8. How is my Health Risk Assessment data stored and where?

    The Health Risk Assessment data you provide while using Health Connected is stored on secure servers hosted in a Canadian data centre.

  9. How can I share that I have completed a Health Risk Assessment with my plan sponsor?

    When you have completed a Health Risk Assessment you can elect to print a certificate of completion from the “Your HRA report” page. You will see this page when you complete the assessment or you can navigate to this page by clicking “Assessments” from the navigation bar, then the “Your HRA Report” banner (this will only show if you have completed the assessment).

    Once on the “Your HRA report” page, scroll to the bottom and find the yellow “Certificate of Completion” box. Click on “Get Certificate” and enter any details requested (e.g. first and last name, Employee ID) and then click “Download”. You will then be promoted to either open or save the PDF version of the certificate which you can share with your plan sponsor.

  10. If I don’t have time to complete the full Health Risk Assessment, can I stop midway?

    Yes! You can stop the Health Risk Assessment at any time. You will then have 14 days to come back and finish it.

  11. Why are Assessments labelled “Mission 1”? Do I have to do the missions in order?

    Although it is not necessary to complete the missions in any particular order, Health Connected uses them to guide you in your wellness journey. Assessments are Mission 1 as we strongly encourage you to understand your health risks and skills before engaging in other parts of the platform.

    Not completing the missions in order may affect your level progress. For example, getting to level 1 requires you to complete the Health Risk Assessment. However, regardless of the order you complete the missions, you will continue to earn points as you use Health Connected.

  12. Will I be able to see my previously completed Health Risk Assessments?

    Yes! You can see your previous assessment results by clicking on your completed Health Risk Assessment on your dashboard or the Assessments hub. On the results page, you will be able to see a “Date completed” drop-down. From there you can select any of your past Health Risk Assessments reports to view.

  13. I do not identify as a gender listed (male/female). Why does the “Other” category ask me my sex at birth?

    While we understand there are more gender identities than simply male and female, if you answered “Other”, we ask you for your sex at birth to better assess your risks in certain health categories.

  14. I think my plan sponsor is running a promotion. Where will I see details about this?

    If your plan sponsor is running a promotion, a promotion notice, containing the necessary details, will appear on your dashboard.

Challenges

  1. What is a Solo Challenge?

    A Solo Challenge is a 28-day challenge you can do by yourself. Each challenge commits you to perfecting a single healthy habit for 28 days (for example, devoting yourself to spending 30 minutes relaxing every day).

  2. What challenges can I take on my own?

    You can do Solo Challenges and Virtual Adventures on your own.

  3. Can I take a Solo Challenge more than once?

    Yes! You can re-challenge yourself to any previously completed Solo Challenges.

  4. Why are challenges labelled “Mission 2”? Do I have to do the missions in order?

    Although it is not necessary to complete the missions in any particular order, Health Connected uses them to guide you in your wellness journey.

    Not completing the missions in order may affect your level progress. For example, getting to level 2 requires you to complete a challenge. However, regardless of the order you complete the missions, you will continue to earn points as you use Health Connected.

  5. What is a Team Challenge?

    A Team Challenge is a 28-day team-based competition that encourages you and your team members to rally together and fight for the top spot. There is a challenge-related goal each week, represented by four actions to be completed daily. The more actions you complete, the more points you’ll earn.

    Team Challenges encourage you to support your team and compete against others, all in good fun.

  6. Do I need to take part in a Team Challenge?

    Although encouraged, you do not have to take part in a Team Challenge if you don’t want to. However, you won’t be eligible for any prizes associated with participating, if applicable.

  7. I think my plan sponsor is running a promotion. Where will I see details about this?

    If your plan sponsor is running a promotion, a promotion notice containing the necessary details will appear on your dashboard.

Coaching

  1. What is Digital Health Coach and how do I use it?

    Digital Health Coach is a personalized application that helps to improve your health skills and reduce your health risks by utilizing custom actions and content. Specific information from your completed Health Risk Assessment and Health Skills Profile will be used to help tailor your Digital Health Coach. This makes the recommendations personalized to you, specific to your own challenges and health risks.

    Create a Digital Health Coach plan by selecting one that interests you. Choose a few actions you’d like to do for the next 28 days and create your plan. As you’re logging your progress, you’ll have access to articles to help you succeed and receive tips when you’re stuck.

  2. I see information loaded from the most recent Health Risk Assessment I completed. Why?

    Information is loaded from your most recently completed Health Risk Assessment to provide recommendations on which topics to focus on to reduce your health risks. Information from the Health Risk Assessment and Health Skills Profile is also used to help tailor the content to you and your specific health needs.

  3. How long are Digital Health Coach plans?

    Digital Health Coach plans are 28 days, but you can stop your plan midway if you don’t want to continue anymore. At the end of the 28 days, you can choose to complete your plan or to restart it.

  4. Is any of my personal information captured in a Digital Health Coach plan shared with anyone?

    Although aggregate Digital Health Coach engagement information (e.g. how many people created a plan in a specific Digital Health Coach topic) may be seen by your plan sponsor, none of the personal information captured inside the plan is shared with anyone.

    Your plan sponsor may also offer incentives or other promotions to encourage participation in and use of Health Connected. To support this, Health Connected generates engagement reports, which contain information that identifies you along with your completion status, provided you have consented to sharing this information. However, they will not be able to see which plan you’ve completed, or any specific information related to the plan.

  5. Why is Digital Health Coach labelled “Mission 3”? Do I have to do the missions in order?

    Although it is not necessary to complete the missions in any particular order, Health Connected uses them to guide you in your wellness journey.

    Not completing the missions in order may affect your level progress. For example, getting to level 3 requires you to complete a plan. However, regardless of the order you complete the missions, you will continue to earn points as you use Health Connected.

  6. How is my data stored and where?

    The Digital Health Coach data you provide while using Health Connected is stored on secure servers hosted in a Canadian data centre.

  7. I think my plan sponsor is running a promotion. Where will I see details about this?

    If your plan sponsor is running a promotion, a promotion notice containing the necessary details will appear on your dashboard.

  8. Can I get reminders for the Digital Health Coach plans I start?

    Yes! From the coaching tab, select the plan and the action you would like to set a reminder for.

    When on the action logging page, scroll down until you see the “Add reminders” button.

    You can schedule a weekly, daily or a one-time reminder. Ensure that your coaching consent toggle is turned on in the settings page.

    You can opt-out from receiving the emails by clicking the “unsubscribe” link in the email or turning the consent toggle off in the settings page.

Points, levels and badges

  1. Why are there points in Health Connected? What do they mean?

    Health Connected rewards you points for engaging with the platform. This is done as a way of acknowledging your wellness progress and efforts.

    Your plan sponsor may also offer incentives or other promotions to encourage participation in and use of Health Connected. To support this, Health Connected generates reports that show your points and level progress if you have consented to share this information.

  2. What are the common badges in Health Connected and how do I get them?

    You can find out more about the badges available in Health Connected by going to your profile.

    All the available badges will be listed there. Clicking on them will provide information on how each is earned.

  3. What are the medals in Health Connected and how do I get them?

    There are three medals in Health Connected. They are awarded when you finish each of the 3 Missions for the first time:

    • Health Risk Assessment Medal: Earned when you finish the Health Risk Assessment for the first time.
    • Challenge Medal: Earned when you finish any of the three challenges for the first time (Solo Challenge, Virtual Adventures, or Team Challenges)
    • Coaching Medal: Earned when you finish a Digital Health Coach plan for the first time.

  4. Are medals and badges shown to my plan sponsor?

    Although medals are not specifically shown to your plan sponsor, if you’ve consented to having your information included in the engagement reports, your plan sponsor will be able to know if you’ve earned certain medals through the Points and Levels report. This report lets your plan sponsor know your level and the amount of points you have accumulated.

    For example, to reach level 1, you need to have earned a Health Risk Assessment medal. Hence it can be assumed that all users who are at level 1 or above have earned the Health Risk Assessment medal.

    Badges are not shown to the plan sponsor.

  5. Are points and levels shared with my plan sponsor?

    Your points and level progress within Health Connected is only shared with your plan sponsor if you provide your consent to be included in engagement reports. Engagement reports help your plan sponsor fulfill any incentives related to participating in Health Connected.

    You can withdraw your consent at any time in your Account settings.

Trackers and device syncing

  1. What devices and apps are supported by Health Connected?

    The following devices and apps are supported by Health Connected:

    • Strava
    • Garmin
    • Fitbit
    • Withings
    • Misfit
    • iHealth
    • Apple Health (only available on iOS for iPhone)
    • Google Fit (only available on Android phones)

  2. My tracker device or app is connected, but it does not show my latest data. How do I synchronize my data?

    To troubleshoot data synchronization issues, follow these steps:

    1. If applicable, check that your tracker device is synchronized with the tracker app on your phone.
    2. If applicable, check that your tracker device is synchronized with the website maintained by your tracker device or app.
    3. On the Health Connected Tracker page, click the ‘Reload’ button.
    4. If you’re still having problems, refresh the Tracker page on Health Connected.
    5. Log out then log back in to Health Connected.
    6. If you just connected your device, try again within a few hours, as the first data synchronization may take a longer time.
    7. If your data has still not been updated, disconnect then reconnect your device or app again to ensure connectivity to Health Connected. You may have to consent to share all activities to ensure optimized data synchronization on Health Connected.

  3. How do I log activity from a previous day?

    You can only log activity from the past 7 days.

    To manually log activity from a previous day:

    1. Click the ‘+’ button on the activity card you would like to update.
    2. When filling out the form, select the calendar icon under ‘Day’.
    3. The current month’s calendar should appear with available dates to log. Select the date you would like to log for.
    4. Submit the form by clicking the ‘Log’ button.

  4. I require modified activities. How can I log for a modified activity?

    To log a modified activity:

    1. Click the ‘+’ button on the activity card you would like to update.
    2. Under the ‘Activity’ dropdown menu, select the ‘See more...’ option.
    3. A list of modified activities should appear. Select one of the options.
    4. Complete the rest of the form and submit by clicking the ‘Log’ button.

  5. Where can my data from health devices and apps be used?

    Your health devices and apps can be used in Trackers and Virtual Adventures.

  6. Does anyone see my synced data?

    No, only you can see your synced data.

  7. How is my data stored?

    The data you provide while using Health Connected is stored on secure servers hosted in a Canadian data centre. If you use third party devices or applications (e.g. wearable devices) and agree to share and make available in Health Connected the data collected by these devices and applications, this data will be processed and stored by our integration partner, Validic, in a de- identified format. This means that information that could personally identify your data as belonging to you, is removed.

Account settings and privacy

  1. What are the different consents in Health Connected?

    There are 4 different consents in Health Connected. You can manage your consents in the Account settings.

    1. Terms and conditions: all users with Health Connected accounts must agree to Health Connected’s Terms and Conditions.
    2. Engagement reports consent: Your plan sponsor may offer incentives or other promotions to encourage participation in and use of Health Connected. To support this, Health Connected generates engagement reports, which contain your information along with your completion status or progress related to certain Health Connected activities. If you would like to be included in these reports, your consent is required.
    3. Challenge emails: You can use challenges individually or your employer may choose to run a team challenge. Health Connected sends communication and notification emails to you related to these challenges to promote your engagement. If you’d like to receive these emails from Health Connected, your consent is required. If you change your mind, you can unsubscribe at any time by updating your preferences in the account settings, or through the “unsubscribe” link within the challenge emails.
    4. Coaching emails consent: You can set up a Digital Health Coach reminder at any time for the actions you’re working on in your coaching plan. Health Connected sends coaching reminder emails to users who have manually set up reminders. If you would like to receive these emails, your consent is required.

  2. How is my data used and stored?

    The data you provide while using Health Connected is stored on secure servers hosted in a Canadian data centre. If you use third party devices or applications (e.g. wearable devices) and agree to share and make available in Health Connected the data collected by these devices and applications, this data will be processed and stored by our integration partner, Validic, in a de- identified format. This means that information that could personally identify your data as belonging to you, is removed.

  3. My question isn’t here

    Please contact support@ihealthconnected.com for assistance.