The RESILIENT ENGINE Email support

App support

Something not working?

Email info@thrive-wellness.com and a person will answer. The most common questions are below, and most of them have a quick fix.

Taking a reading

The measurement itself.

The app keeps asking me to measure again

That is the app refusing a recording it cannot clean into a real number, which it does deliberately rather than store a bad reading. It almost always means movement or a poor camera seal. Sit still, rest your hand on a surface, cover the lens and flash completely with the pad of your finger, and use steady pressure. Not squeezed, not barely touching.

The camera reading will not start

The app needs camera permission. Open Settings, find The Resilient Engine, and turn Camera on. If the screen stays dark, make sure nothing is covering the flash, since the app uses it to light the fingertip.

Using a monitor instead of the camera

Any Bluetooth heart rate monitor that broadcasts beat to beat intervals works, and all of them are more forgiving than the camera. Polar H10, Kyto, Scosche Rhythm and the rest are all fine. Pair it in the app rather than in iPhone Settings, and keep the phone within a few feet.

When to take the morning check

Seated and still, before coffee and before the phone, as soon after waking as is practical. The exact time matters less than doing it the same way every day, because the whole point is a baseline that is comparable to itself.

Account

Getting in, and getting out.

My invite code does not work

Codes are single use and they expire. If yours has already been redeemed or has run out, email us and we will issue another. You do not need to have received the code at the same address you sign up with.

I forgot my password

Use the reset link on the sign in screen. Passwords are stored only as a salted hash, so nobody here can look yours up or send it back to you. A reset link is the only route.

Deleting my account and my data

Account settings inside the app, which removes your readings, sessions, conversations and account. It cannot be undone and it cannot be restored. Backups age out within fourteen days. See the privacy policy for the two records that deliberately survive deletion.

Who can see my readings

You, and the clinician whose invite code you used, if you joined through a practice. No other clinician can see anything of yours. The full detail is in the privacy policy.