Issues with Logging into the Care App

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. Check that the latest Care App version is installed.
   • Go to the Apple App Store (ios) or Google Play Store (android), search for 'Empatica Care', and check if the app needs to be updated. If so, proceed with updating the app from the Store. 
     • Install Empatica Care (not Empatica Care Lab)
4. If the QR code is used to login, make sure that the Care App is allowed to access the camera.
   • Steps to allow camera access to the Care App may differ from one phone to another. This is the general path:
     • androidSettings > App Settings > Care > Permissions > Camera toggle
     • iosSettings > Care > Camera toggle 

Resetting the credentials

Alternatively, you can reset the participant’s credentials by following the steps below:

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. The next screen will contain the QR code and the written Participant ID and password.
4. 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 as much information as possible to the Empatica Research Support Team and we will then reach out directly to assist you further.