FAQ. Healthier Together

Transcription

1 FAQ Healthier Together

2 FAQ Content Webstore Device Challenge Webstore accessibility Additional fees Products Return and warranty Payment Joining the challenge Account creation Privacy terms/t&c Challenge accessibility Interracting with the challenge /other participants

3 Webstore

4 Is the web store accessible in my country? We deliver in Europe and North America. A list of countries is available with the estimated shipping time: for Europe click here, for North America click here. Can you share with me the webstore link? What s the delivery ETA? We deliver in Europe and North America. A list of countries is available with the estimated shipping time: for Europe click here, for North America click here. Webstore Webstore accessibility What do I do if the web store does not work properly on my web browser? We recommend that you attempt to open the webstore link in Google Chrome or Firefox. _3

5 For how long is the web store accessible? The Nokia webstore will be accessible until the 31 st of December Subsidies and products are available while supply last. My address domain isn t valid To have access to the store you must have an that ends with the one of the @belllabsconsulting.com Webstore Webstore accessibility _4

6 Will there be any shipping fees added to my order? Once you ve entered your shipping address, shipping costs are calculated and added to your cart. Please refer to the following link to check your shipping fees: Will there be any custom fees added to my order? Please note that custom duties may apply for some countries and that they re not included in our shipping fees. Webstore Additional fees _5

7 I am only able to find activity trackers on the web store. Can I purchase other devices, too? The webstore allows you to buy one subsidized tracker per person. You are free to buy more devices at a 50% discount only. Webstore Products _6

8 Can I return my device? How? Yes. You have 30 days to contact us for a return. Past this 30day period, no return will be possible. You can find out more about our return policy in our General Sales Conditions. To return your order, please reach out to us by clicking the «Contact us» button at the bottom of the Help Center homepage (link We will then send you the appropriate return label, along with instructions on how to proceed. Any return without the appropriate return label cannot be processed on our side. When you contact us, make sure you provide us with the following information to speed up the process: Order number (Mxxxxx) Reason for returning the order MAC ID/Serial number of each device in the order Webstore Return and warranty _7

9 How long is the warranty? The warranty runs from the date of delivery and lasts 1 year. For more information about your warranty, please have a look at our General Sales Conditions legal/withingsservicestermsandconditions#/us/en/legal/salesconditions under the article «Withings extended warranty» My device is defective If you encounter issues with your device, reach out to Customer Service by clicking the «Contact us» button at the bottom of the Help Center homepage Please provide the serial number of your product (it begins with 00:24). If you have trouble finding it, please follow the link below: Webstore Return and warranty _8

10 What payment methods are accepted on the web store? You can pay by credit card or with a PayPal account. Webstore Payment _9

11 Device

12 Which mobile devices are compatible with the activity trackers? Withings Activité / Activité Pop + Withings Go Compatible OS: ios 7.0 or higher Android 4.3 or higher The Withings Activité / Activité Pop / Withings Go is not compatible with Windows Phone. Compatible Devices: iphone 4s or higher ipod Touch 5th Gen ipad (3rd Generation or higher, as well as any ipad Mini) BLE (Bluetooth low Energy) compatible Android devices Device _11

13 Challenge

14 How can I access the challenge landing page? The Nokia challenge is accessible via the following link: What s the starting/ending date? Information regarding the challenge is available on the challenge subscription page What s the deadline to join the challenge? You can join the challenge until the last day of the program. Challenge Joining the challenge _13

15 Can I use my personal/professional address to join? Yes, please make sure you use the same address for both the challenge and your Health Mate/Withings account. Can I use my personal device to join? Yes, of course Is it mandatory? No, the challenge is based on consent. You re free to join it or not. How can I leave the challenge? You can leave the challenge whenever you want. Go to the Health Mate menu, select your challenge then go to the settings tab and tap «Leave the challenge». Challenge Joining the challenge _14

16 I am asked to make my account independent You can make any user profile independent from the web dashboard. When you do, a separate account is created for this user, and all his/her data is removed from the account it was linked to before. To do so, perform the following steps: 1) Click here 2) Click Make independent. 3) Enter the address of the new account and click Validate. You ll receive a confirmation shortly after that. 4) Click the link contained in the and set a password for your new account. I ve used two different addresses (1 for challenge account and 1 withings account) You need to join the challenge with the address registered for your Withings/HM account. Challenge Account creation Can I use my existing account? Yes. To do so, you need to login with the address of your current Withings account. _15

17 How can I view the terms and conditions for the challenge? The terms and conditions for the challenge are available during the challenge onboarding. What data/heath metrics does my employer have access to? All data tracked by your device are anonymized and aggregated. Your employer won t get access to any personal or individual data. How are my data used and how can I get access to your Privacy Policy? The way we use your data is outlined in our Privacy Policy. Click here for more information. Challenge Privacy terms/t&cs _16

18 What app do I have to download to access the challenge? You can use the Withings Health Mate app then the challenge logo will be displayed at the top of the Health Mate menu. Be sure that you are logged into the Health Mate app with the Withings account you used to join the challenge The challenge logo isn t displayed in my menu Please make sure you use the same address for both the challenge and your Health Mate/Withings account or force quit app and reopen it. Challenge Challenge accessibility _17

19 How can I create a team? How can I switch the team I am on? Go to the Health Mate menu, select your challenge then go to the settings tab and select «Switch/Create my team». The challenge and the app don t display the same number of steps/ My steps aren t correctly count/ I ve got 0 steps We recommend that you force quit the app and relaunch it in order to force the tracker to resynchronize. Please note that steps are automatically synchronized at least once a day by simply opening the Withings Health Mate application. The weekly ranking takes into account all steps performed from Monday 00:00 to Sunday 23:59. Challenge Interracting Please note that all steps must be synchronized by noon on Monday of the following week to ensure that they are counted. _18

20 What does my team score means? The Nokia challenge is a team average steps challenge. In a team average challenge the weekly rankings are based on the average number of steps from all team members for the week. How is the weekly/ranking done? The Nokia challenge is a team average steps challenge. In a team average challenge the weekly rankings are based on the average number of steps from all team members for the week. Please note that steps are automatically synchronized at least once a day by simply opening the Withings Health Mate application. The weekly ranking takes into account all steps performed from Monday 00:00 to Sunday 23:59. Please note that all steps must be synchronized by noon on Monday of the following week to ensure that they are counted. Challenge Interracting Do biking/swimming/other activities count for the ranking? No, the challenge is based on steps only. _19

21 What do the overview metrics mean (all time stepscaloriesdistanceelevation)? These metrics correspond to the total stepscalories burneddistance and elevation done by all the challenge participants Does my timezone affect my ranking? No, the challenge adapts to your timezone. How can I access the global/my team s ranking? You can access your global ranking by selecting the ranking tab in the challenge menu and your team internal ranking i by taping on your team in the leaderboard. Challenge Interracting How can I access my personnal ranking? I can t see my team/ individual ranking You can access your global ranking by selecting the ranking tab in the challenge menu and your team internal ranking i by taping on your team in the leaderboard. _20

22 How can I recruit new teammates? Go to the Health Mate menu, select your challenge then go to the Settings tab and select «Recruit new teammates! How can I message my teammates? Select your team and then tap on the speech bubble in front of the person you want to message Can I have access to my messaging history? Your messaging history is accessible from the Timeline of the HealthMate app Challenge Interracting _21

23 Can I prevent other participants from joining my team? The Nokia challenge is a team steps challenge aiming to gather a maximum of Nokia coworkers. It is the opportunity to meet coworkers from all around the world and reach a common goal. That s why teams are open to every Nokia employees. Can I access the challenge from my computer? Yes, you can have access the challenge on your computer by logging on to Health Mate Web at healthmate.withings.com and selecting Healthier Together on the righthand side of the page. Challenge Interracting _22