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Troubleshooting

  • How do I cancel my account?

    You can effectively cancel your account by erasing the ElderCheck Now® app from iPhone®. All information that was stored on your device will be erased. Copies of an elder’s check-in history are not stored in any depository outside one’s local device. Individual check-ins transmitted through our server are maintained, however, they are de-identified in regards to elder personal information and encrypted. They are not retrievable by caregivers once the app has been erased. If you wish to use the ElderCheck Now app at a later time, download the app from App Store®, and you can sign in using your original caregiver information and pair again with an elder.

  • How do I change the Elder with whom I check in with?

    This can be done inside the ElderCheck Now app via the settings button at the bottom of the check-in screen. Select “Manage Elder’s Profile", unpair with your current elder, then add a new elder by pressing the designated button. Caregivers must designate the elder they wish to check in with and complete the setup process before an elder is able to set up their device.

  • As a caregiver, I can’t pair with my elder’s device.

    • Ensure Wi-Fi or cellular data connectivity for the caregiver and elder devices
    • Be sure to verify the email address on the caregiver’s device by clicking on the secure link sent to the caregiver’s email from “no-reply@parseapps.com”
    • Be sure to spell the caregiver’s email address properly on the elder’s device during the setup process
  • I have NEVER received any responses from my elder.

    • Ensure Wi-Fi or cellular data connectivity for the caregiver and elder devices
    • Be sure the caregiver and elder devices were paired through the setup process
    • Be sure the elder has turned on “Notifications” either during the setup process OR through the following:

    Apple settings->ElderCheck Now->Notifications->turn on “Allow Notifications” and make sure “Show in Notification Center,” “Sounds,” “Badge App Icon,” and “Show on Lock Screen” are all toggled to “On” (colored green). 

    • Erase the ElderCheck Now app from both the caregiver’s and elder’s devices and download again to restart the setup process.  
    • Please see elder setup video tutorial for additional help.
  • I’m receiving check-in responses from my elder, but I am not receiving their heart rate data.

    • For the Elder, be sure Apple Watch® has been appropriately paired with iPhone® and is functioning
    • Be sure the ElderCheck Now app has been installed on Apple Watch® through the ElderCheck Now app on iPhone.
    • Be sure the elder is wearing Apple Watch properly.
    • Be sure the elder has been wearing Apple Watch for at least 20 minutes.
    • Be sure the elder has allowed the ElderCheck Now app access to the “health app” during the setup process and toggled the heart rate switch to “On” (colored green).
  • I’m receiving check-in responses from my elder, but I am not receiving their location data.

    • Be sure the elder has turned on location services either during the setup process OR through the following:

    Apple settings->ElderCheck Now->Location->select “While Using the App” OR “Always” 

  • The ElderCheck Now® app now functions normally when I have the app open, but it doesn’t update when I am outside the app.

    • Be sure you have connectivity with a Wi-Fi or cellular data network
    • Be sure that you have allowed the ElderCheck Now app to refresh in the background via the following:

    Apple settings->ElderCheck Now->Background App Refresh, toggle switch to “On” (colored green)

  • The ElderCheck Now app icon is not appearing on Apple Watch.

    • Be sure Apple Watch® is paired with iPhone® and that the ElderCheck Now app has been downloaded and setup properly.
    • Be sure that you have turned on permission to show the ElderCheck Now app on Apple Watch via the following:

    Watch->ElderCheck Now-> “Show App on Apple Watch” switch is turned “On” (colored green)

  • How do I turn on the color adjustment?

    Color adjustment can be accessed via the Apple settings icon->ElderCheck Now menu. The toggle switch can be turned “on”(colored green) or “off.”