Troubleshooting and Reporting

1. I can't log in

Try these steps:

1. Check your login details. Make sure you're using the details you were given when you joined, and check for typos.
2. Check your internet. Make sure you're connected to Wi-Fi or 4G.
3. Close and reopen the app.
4. Still stuck? Contact Alivra support. Please don't try to get around the login screen.

2. The camera isn't working

If the camera or movement guidance won't load:

1. Check camera access.
   • Apple: Go to Settings, then Alivra, and turn on Camera.
   • Android: Go to Settings, then Apps, then Alivra, then Permissions, and allow Camera.
2. Check your lighting. Turn on more lights and don't stand in front of a bright window.
3. Close and restart the app.
4. Still not working? Don't do the exercise session without the guidance. Contact Alivra support.

3. My watch or tracker data isn't showing

1. Check your watch or tracker is paired with your phone and close by.
2. Give it time. New data can take up to 24 hours to show up.
3. Still missing after 24 hours? Contact Alivra support.

If your step data is late, it doesn't affect your exercise program or the movement guidance. You can keep exercising as normal.

4. My message or booking won't send

1. Check your internet connection.
2. Close and reopen the app, then try again.
3. Still not sending? Contact Alivra support.

If it's urgent, don't wait for the app. Phone your clinician directly. In an emergency, call 000.

5. Report a problem or safety concern

If something went wrong while using Alivra, or you think the app may have caused harm, please tell us.

Tell Alivra:

• Email: support@beyondtheclinic.io
• Phone: +61 7 5241 4962
• Tell us what happened, when it happened, and which part of the app you were using.
• Don't include more personal or health details than you need to.

If you've been hurt or feel unwell, get care first. Contact your clinician, or call 000 in an emergency.