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Wellness Messenger FAQs
Find answers to frequently asked questions related to the Wellness Messenger
I’m having trouble signing in to TELUS Wellness Messenger using TELUS My Account?
To create a new or troubleshoot an existing one, please see the .
My TELUS Account
My TELUS Support page
How do I add a contact?
- OpenTELUS Wellness Messenger
- Go to theMessenger tab
- Select theAdd icon
- SelectAdd New Contact
- Enter the new contact email address
- TELUS Wellness Messengerwill 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?
- OpenTELUS Wellness Messenger
- Go to theMessenger tab
- If you have any pending requests you will see a contact request notification drop down
- SelectAcceptorDenyusing the options in the contact request
How do I send wellness data from the Messenger tab?
- OpenTELUS Wellness Messenger
- Go to theMessenger tab
- Select the contact you would like to send the data to
- Select theGraph iconnext to theMessage window
- ChooseSend Data
- 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, pressSelectwhen done
- Select the Date Range (1 day, 1 week, 1 month, etc.) of the data you want to send
- 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, selectingEditwill take you to the previous screen
- To send the selected data, pressShare Dashboard. You will then be prompted to use TouchID or your device PIN to send the data
- 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 selectingView
How do I request wellness data from the Messenger tab?
- OpenTELUS Wellness Messenger
- Go to theMessenger tab
- Select the contact you'd like to send the data to
- Select theGraph iconnext to theMessage window
- ChooseRequest Data
- You will be prompted to select the data points you wish to send
- Select the data from the available categories, pressSelectwhen done
- 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. SelectSend
- The data request you have chosen will then be sent to your contact
- To send the selected data back to you, your contact will follow theRequest Replyflow
- Once your contact has sent the requested data back, the data request will displayView, select this to view the graphs of the data requested
How do I send pictures from the Messenger Tab?
- OpenTELUS Wellness Messenger
- Go to theMessenger tab
- Select the contact that you would like to send the picture to
- Select theCamera Icon
- SelectTake PhotoorChoose from Library, access to the camera or your picture library is required, seeHow do I allow TELUS Wellness Messenger access to my photos?for more information
- Use your camera to take the picture, selectRetakeorUse Phototo send the image to your chosen contact
- From your library, select the image, and it’s sent to your contact
How do I send wellness data from the Dashboard tab?
- OpenTELUS Wellness Messenger
- Go to theDashboard tab
- If this is the first time you are viewing theDashboard, you will be prompted to select the data points you wish to view. Select the data from the available categories then pressSelectwhen done
- Select the date range (1 day, 1 week, 1 month, etc.) of the data you want to send.
- 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, selectingEditwill take you to the previous screen
- To select a contact and send the data, pressShare Dashboard
- Select from the list of available contacts the recipient of this data. SelectSend
- You will then be prompted to use TouchID or your device PIN to send the data
- 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 selectingView
How do I add/change access to Apple Health data from TELUS Wellness Messenger?
- OpenApple Health
- Select theSources tab
- From the apps listed in theSources view, selectWellness Messenger
- Add or remove access to the data points displayed inAllow Messenger to read data
- Exit theApple Health app
- OpenTELUS Wellness Messenger, theApple Healthdata point access is now active in theTELUS Wellness Messenger Send and Receiveflows
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?
- OpenApple Health
- Select theSources tab
- From the apps listed in theSources view, selectWellness Messenger
- SelectTurn All Categories Onor add or remove access to the data points displayed in theAllow Messenger to read data
- Exit theApple Health app
- OpenTELUS 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:
- Go to iPhoneSettings
- SelectNotifications
- SelectWellness Messenger
- 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:
- Go toSettings
- SelectCellular
- SelectCellular Data Options
- SelectData 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 feesHow 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?
- OpenTELUS Wellness Messenger
- Go to theMessenger tab
- Navigate to the contact you wish to remove and swipe that contact to the right
- SelectRemove
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:
- Confirming you are using the latest version of TELUS Wellness Messenger from the App Store
- Restarting your iPhone
- Hold the power button until the messageSlide to power offappears
- Slide to power off your device
- Once it is off, press the power button to turn it back on
- Toggling Airplane mode on/off
- Go toSettings
- TurnAirplane ModeOFF and ON
- Reseting network settings
- Go toSettings
- SelectGeneral
- SelectReset Network Settings(WARNING: This will delete all your saved Wi-Fi passwords)
- Upgrading or restoring your iPhone's iOS to the latest version for your device. For more information visitUpdate 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:
- Go toSettings
- SelectPrivacy
- SelectPhotos
- Make sureTELUS Wellness Messengeris set toON
- OpenTELUS Wellness Messenger, and you should now be able to use your existing iPhone Photos withTELUS 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:- Go toSettings
- SelectGeneral
- SelectRestrictions
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
- OpenTELUS Wellness Messenger
- Select theAdd icon
- SelectCreate New Broadcast Group
- Enter a name for the broadcast group
- Select the(+) Add new contactand start typing the name of the contact you wish to add
- Select the contacts names from the search result to add them to your list
- SelectDoneonce 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
- Open the broadcast group you want to edit from theMessenger Tab
- Select theEditbutton
- Select the(+) Add new contactand start typing the name of the contact you wish to add
- Select the contacts names from the search result to add them to your list
- SelectDoneonce all the contacts have been added
Deleting a Broadcast Group
- Open theMessenger Tab
- Swipe left on the broadcast group you want to delete
- SelectDelete Broadcast Group
- SelectRemoveto 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:
- Make sure that your iPhone, iPad, or iPod touch is not in Airplane Mode
- Make sure that your iPhone, iPad, or iPod touch is updated to the latest version of iOS
- If you have an iPhone or iPad (Wi-Fi + Cellular), check for a carrier settings update
- Check your network connection. To send a message, you need a cellular data or Wi-Fi connection
- 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
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