Wellness Messenger FAQs

Download the TELUS Wellness Messenger Quickstart Guide

I’m having trouble signing in to TELUS Wellness Messenger using TELUS My Account?

To create a new My TELUS Account or troubleshoot an existing one, please see the My TELUS Support page .

How do I add a contact?

1. Open TELUS Wellness Messenger.
2. Go to the Messenger tab.
3. Select the Add icon.
4. Select Add New Contact.
5. Enter the new contact email address.
6. TELUS Wellness Messenger will attempt to find the contact and send a contact request.
   Note: If the email cannot be found, an Invitation to download TELUS Wellness Messenger from the Apple App Store will be sent to the email address provided.

How do I accept or deny a contact request?

1. Open TELUS Wellness Messenger.
2. Go to the Messenger tab.
3. If you have any pending requests you will see a contact request notification drop down.
4. Select Accept or Deny using the options in the contact request.

How do I send wellness data from the Messenger tab?

1. Open TELUS Wellness Messenger.
2. Go to the Messenger tab.
3. Select the contact you would like to send the data to.
4. Select the Graph icon next to the Message window.
5. Choose Send Data.
6. If this is the first time you are sending data to this contact, you will be prompted to select the data points you wish to send. Select the Data from the available categories, press Select when done.
7. Select the Date Range (1 day, 1 week, 1 month, etc.) of the data you want to send.
8. The information and date range you have chosen to send will then be presented to you in a set of graphs, if you need to add/remove data, selecting Edit will take you to the previous screen.
9. To send the selected data, press Share Dashboard. You will then be prompted to use TouchID or your device PIN to send the data.
10. You will be returned to the contacts message timeline where you can see the read status of the data you just sent, or view the graphs by selecting View.

How do I request wellness data from the Messenger tab?

1. Open TELUS Wellness Messenger.
2. Go to the Messenger tab.
3. Select the contact you'd like to send the data to.
4. Select the Graph icon next to the Message window.
5. Choose Request Data.
6. You will be prompted to select the data points you wish to send.
7. Select the data from the available categories, press Select when done.
8. Select the date range of the data you are requesting, you will see the start date move back in time the more data you request. Select Send.
9. The data request you have chosen will then be sent to your contact.
10. To send the selected data back to you, your contact will follow the Request Reply flow.
11. Once your contact has sent the requested data back, the data request will display View , select this to view the graphs of the data requested.

How do I send pictures from the Messenger Tab?

1. Open TELUS Wellness Messenger.
2. Go to the Messenger tab.
3. Select the contact that you would like to send the picture to.
4. Select the Camera Icon.
5. Select Take Photo or Choose from Library , access to the camera or your picture library is required, see How do I allow TELUS Wellness Messenger access to my photos? for more information.
6. Use your camera to take the picture, select Retake or Use Photo to send the image to your chosen contact.
7. From your library, select the image, and it’s sent to your contact.

How do I send wellness data from the Dashboard tab?

1. Open TELUS Wellness Messenger.
2. Go to the Dashboard tab.
3. If this is the first time you are viewing the Dashboard , you will be prompted to select the data points you wish to view. Select the data from the available categories then press Select when done.
4. Select the date range (1 day, 1 week, 1 month, etc.) of the data you want to send.
5. The information and date range you have chosen to send will then be presented to you in a set of graphs, if you need to add/remove data, selecting Edit will take you to the previous screen.
6. To select a contact and send the data, press Share Dashboard.
7. Select from the list of available contacts the recipient of this data. Select Send.
8. You will then be prompted to use TouchID or your device PIN to send the data.
9. You will be returned to the contacts message timeline where you can see the read status of the data you just sent, or view the graphs by selecting View.

How do I add/change access to Apple Health data from TELUS Wellness Messenger?

1. Open Apple Health.
2. Select the Sources tab.
3. From the apps listed in the Sources view , select Wellness Messenger.
4. Add or remove access to the data points displayed in Allow Messenger to read data.
5. Exit the Apple Health app.
6. Open T ELUS Wellness Messenger , the Apple Health data point access is now active in the TELUS Wellness Messenger Send and Receive flows.

Important Note: If you disabled access to a data point in the Apple Health App, you will still see the option to send it in TELUS Wellness Messenger , it will just display No Data as it does not have access to the data from Apple Health.

I see “You have no data on your dashboard” on the TELUS Wellness Messenger dashboard tab regardless of the data or date range I select?

1. Open Apple Health.
2. Select the Sources tab.
3. From the apps listed in the Sources view , select Wellness Messenger.
4. Select Turn All Categories On or add or remove access to the data points displayed in the Allow Messenger to read data.
5. Exit the Apple Health app.
6. Open TELUS Wellness Messenger , the Apple Health data point access is now active in the TELUS Wellness Messenger Send and Receive flows.

How do I receive TELUS Wellness Messenger push notifications?

When a message is sent to you via TELUS Wellness Messenger, but you do not have the app open to receive it, your iPhone will automatically display a push notification to alert you of the message. iOS apps can provide three types of notifications:

Sounds: An audible alert plays.

Alerts/Banners: An alert or banner appears on the screen.

Badges: An image or number appears on the application icon.

Setting up notifications

Please verify that your notification settings are turned on in both TELUS Wellness Messenger and iPhone settings:

1. Go to iPhone Settings.
2. Select Notifications.
3. Select Wellness Messenger.
4. Set your preferences for alert style (Banners, Pop-up alert, or None), Badges, and Sounds.

Note: If you want notifications to appear when your phone's display is off, enable Show on Lock Screen.

Troubleshooting notification problems

If you have verified that your notification settings are correct and you do not receive notifications, this is more than likely an issue with your connection, iOS or Apple's Push Notification Service.

Note: Delivery of notifications is controlled entirely by Apple's Push Notification Service (APNS), and TELUS Wellness Messenger has no way to resolve issues with this service. If someone sends you a message while you are offline, that message will be sent to APNS to be delivered to your phone. TELUS Wellness Messenger has no control or visibility over the delivery of these notifications. Also note that push notifications require a valid SIM card and an active Wi-Fi or cellular connection.

How do I restore my messages?

TELUS Wellness Messenger message, data or picture histories are not stored on our servers, your contact chat history is limited to 14 days on your device, then it is automatically deleted; we cannot retrieve any deleted messages, data or pictures from your device.

Important: Deleted data or pictures must be resent as a new message or requested from your contact.

Which Apple devices are supported?

TELUS Wellness Messenger for iPhone requires iOS 9 or later. For the best experience, we recommend you use the latest version of iOS available for your phone. Please read this Apple Support article to learn how to update your iPhone's software.

Note: iPod and iPad devices are not supported at this time.

We do not explicitly restrict the use of jailbroken or unlocked devices, but because these modifications may affect the functionality of your device, we cannot provide support for devices using modified versions of the iPhone's operating system.

How do I block or unblock a contact?

TELUS Wellness Messenger does not allow you to block or unblock contacts, please let us know if this is a feature you would like to see in future releases of TELUS Wellness Messenger.

When I travel abroad, will I be charged for data roaming?

TELUS Wellness Messenger uses the same Internet data plan as web browsing and email on your phone. You may be charged for using TELUS Wellness Messenger and other data while you are roaming. Contact your wireless carrier for details about international roaming countries, SIMs, rates and policies.

If you do not have an international data plan, turn off Cellular Data and/or Data Roaming to avoid data roaming charges.

For iPhone:

1. Go to Settings.
2. Select Cellular.
3. Select Cellular Data Options.
4. Select Data Roaming.

Using TELUS Wellness Messenger while your phone is connected to Wi-Fi should not incur charges from your carrier. Please note that some Wi-Fi networks may have charges or usage fees.

How do I delete messages, data or pictures?

TELUS Wellness Messenger will automatically delete messages, data or pictures after 14 days, at which point the information would need to be resent as a new message, data request/send or picture.

You cannot remove individual messages, data or pictures from a contact timeline.

How do I remove/delete a contact?

1. Open TELUS Wellness Messenger.
2. Go to the Messenger tab.
3. Navigate to the contact you wish to remove and swipe that contact to the right.
4. Select Remove.

This will delete all chat, wellness data and picture histories from BOTH devices, no notification will be sent to the contact you have removed.

How do I delete my account?

To delete your TELUS Wellness Messenger account, contact TELUS Wellness Messenger Support.

Why can't I connect to TELUS Wellness Messenger?

You may encounter issues sending or receiving messages, data or pictures, or be unable to connect to TELUS Wellness Messenger contacts. This is usually caused by a problem with your phone's wireless carrier or Internet service provider.

Most connection issues can be resolved by doing the following:

• Confirm you are using the latest version of TELUS Wellness Messenger from the App Store.
• Restart your iPhone
  1. Hold the power button until the message Slide to power off appears.
  2. Slide to power off your device.
  3. Once it is off, press the power button to turn it back on.
• Toggle Airplane mode on/off
  1. Go to Settings.
  2. Turn Airplane Mode OFF and On.
• Reset network settings
  1. Go to Settings.
  2. Select General.
  3. Select Reset Network Settings (WARNING: This will delete all your saved Wi-Fi passwords).
• Upgrade or restore your iPhone's iOS to the latest version for your device. For more information visit Update the iOS software on your iPhone, iPad, or iPod touch.

Also, Some Wi-Fi networks require that you log in before being able to connect to the Internet. These "captive Wi-Fi" networks are common at airports and hotels. If you are having trouble connecting to TELUS Wellness Messenger while on a Wi-Fi network that you do not normally connect to, please try opening a web page in the Safari web browser to make sure that you are properly logged in and connected to the Internet.

If you are on a campus or corporate Wi-Fi that has firewall restrictions in place, then you should contact your network administrator for help with accessing TELUS Wellness Messenger on your Wi-Fi network. TELUS Wellness Messenger is not designed to be used with proxy or VPN services, so we cannot provide support for those configurations.

How does TELUS Wellness Messenger work with my iPhone's contacts?

Easy, it doesn’t. To protect your privacy and data security, TELUS Wellness Messenger manages all contacts, connections exclusively in the TELUS Wellness Messenger application.

How do I allow TELUS Wellness Messenger access to my photos?

In order for TELUS Wellness Messenger to use the photos from your Camera Roll or Photo albums, you will need to give the app permission to use the Photos from your iPhone. If you declined permission to use photos, you will see this alert:

You can grant permission by changing your iPhone's privacy settings:

1. Go to Settings.
2. Select Privacy.
3. Select Photos.
4. Make sure TELUS Wellness Messenger is set to ON.

Open TELUS Wellness Messenger , and you should now be able to use your existing iPhone Photos with TELUS Wellness Messenger.

If TELUS Wellness Messenger is greyed out or does not appear in privacy settings

For a small number of users TELUS Wellness Messenger might be greyed out or does not appear in your privacy settings. Make sure that you do not have any restrictions set in your iPhone:

1. Go to Settings.
2. Select General.
3. Select Restrictions.

Can I use TELUS Wellness Messenger on my jailbroken device?

We do not support jailbroken devices, and TELUS Wellness Messenger will not work properly if your phone is jailbroken. If you wish to use TELUS Wellness Messenger and your phone is jailbroken, you should restore your iPhone to factory settings. For more information on how to restore, visit Apple Support.

How do I use Broadcast Groups in TELUS Wellness Messenger?

With the Broadcast Groups feature, you can send a message to several of your contacts at once.

Broadcast Groups are saved lists of message recipients that you can repeatedly send messages to without having to select them each time.

Creating a broadcast group

1. Open TELUS Wellness Messenger.
2. Select the Add icon.
3. Select Create New Broadcast Group.
4. Enter a name for the broadcast group.
5. Select the (+) Add new contact and start typing the name of the contact you wish to add.
6. Select the contacts names from the search result to add them to your list.
7. Select Done once all the contacts have been added.

This will create a new Broadcast Group. When you send a message to the Broadcast Group. The recipients will receive the message as a normal message. When they reply, it will appear as a normal message in your Chats screen; the reply will not be sent to other recipients in the Broadcast Group.

Editing a Broadcast Group

1. Open the broadcast group you want to edit from the Messenger Tab.
2. Select the Edit button.
3. Select the (+) Add new contact and start typing the name of the contact you wish to add.
4. Select the contacts names from the search result to add them to your list.
5. Select Done once all the contacts have been added.

Deleting a Broadcast Group

1. Open the Messenger Tab.
2. Swipe left on the broadcast group you want to delete.
3. Select Delete Broadcast Group.
4. Select Remove to delete the group.

How can I tell if someone has received or read my message?

You will see a “Delivered” message under the data receive/request once you have sent it to confirm the data was delivered. This will update to “Read” once it has been successfully viewed by your contact.

If you can’t send or receive messages, pictures or data through TELUS Wellness Messenger

If you try to send a message and you see a red exclamation point with an alert saying Not Delivered , tap the red exclamation point and then tap Try Again.

If you still see a red exclamation point, follow these steps:

1. Make sure that your iPhone, iPad, or iPod touch is not in Airplane Mode.
2. Make sure that your iPhone, iPad, or iPod touch is updated to the latest version of iOS.
3. If you have an iPhone or iPad (Wi-Fi + Cellular), check for a carrier settings update.
4. Check your network connection. To send a message, you need a cellular data or Wi-Fi connection.
5. Disable Wi-Fi, check that cellular data can send the message.

Learn more

• If you still can't send or receive messages, data or pictures, contact TELUS Wellness Messenger Support.
• If you're not receiving any network access, contact your carrier.