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?

How do I add a contact?

How do I accept or deny a contact request?

How do I send wellness data from the Messenger tab?

Open
TELUS Wellness Messenger
Go to the
Messenger tab
Select the contact you would like to send the data to
Select the
Graph icon
next to the
Message window
Choose
Send 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, press
Select
when 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, selecting
Edit
will take you to the previous screen
To send the selected data, press
Share 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 selecting
View

How do I request wellness data from the Messenger tab?

Open
TELUS Wellness Messenger
Go to the
Messenger tab
Select the contact you'd like to send the data to
Select the
Graph icon
next to the
Message window
Choose
Request Data
You will be prompted to select the data points you wish to send
Select the data from the available categories, press
Select
when 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. Select
Send
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 the
Request Reply
flow
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?

Open
TELUS Wellness Messenger
Go to the
Messenger tab
Select the contact that you would like to send the picture to
Select the
Camera Icon
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
Use your camera to take the picture, select
Retake
or
Use Photo
to 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?

Open
TELUS Wellness Messenger
Go to the
Dashboard tab
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
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, selecting
Edit
will take you to the previous screen
To select a contact and send the data, press
Share Dashboard
Select from the list of available contacts the recipient of this data. Select
Send
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 selecting
View

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

Open
Apple Health
Select the
Sources tab
From the apps listed in the
Sources view
, select
Wellness Messenger
Add or remove access to the data points displayed in
Allow Messenger to read data
Exit the
Apple Health app
Open
TELUS 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?

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 iPhone
Settings
Select
Notifications
Select
Wellness 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?

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?

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 to
Settings
Select
Cellular
Select
Cellular Data Options
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?

How do I remove/delete a contact?

How do I delete my account?

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
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

Toggling Airplane mode on/off
1. Go to
  Settings
2. Turn
  Airplane Mode
  OFF and ON

Reseting network settings
1. Go to
  Settings
2. Select
  General
3. Select
  Reset 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 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?

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 to
Settings
Select
Privacy
Select
Photos
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:

Go to
Settings
Select
General
Select
Restrictions

Can I use TELUS Wellness Messenger on my jailbroken device?

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

Open
TELUS Wellness Messenger
Select the
Add icon
Select
Create New Broadcast Group
Enter a name for the broadcast group
Select the
(+) Add new contact
and 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
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

Open the broadcast group you want to edit from the
Messenger Tab
Select the
Edit
button
Select the
(+) Add new contact
and 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
Select
Done
once all the contacts have been added

Deleting a Broadcast Group

Open the
Messenger Tab
Swipe left on the broadcast group you want to delete
Select
Delete Broadcast Group
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:

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
.

Wellness Messenger FAQs

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

How do I add a contact?

How do I accept or deny a contact request?

How do I send wellness data from the Messenger tab?

How do I request wellness data from the Messenger tab?

How do I send pictures from the Messenger Tab?

How do I send wellness data from the Dashboard tab?

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

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?

How do I receive TELUS Wellness Messenger push notifications?

How do I restore my messages?

Which Apple devices are supported?

How do I block or unblock a contact?

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

How do I delete messages, data or pictures?

How do I remove/delete a contact?

How do I delete my account?

Why can't I connect to TELUS Wellness Messenger?

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

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

Can I use TELUS Wellness Messenger on my jailbroken device?

How do I use Broadcast Groups in TELUS Wellness Messenger?

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

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