Q: Why am I only receiving one survey a day?
A: After you have hit the 3-month mark in our study, the daily surveys decrease from six to one.
Q: Why is my watch flashing red?
A: Your watch is likely experiencing some connection issues. To reconnect your phone to your embrace, click on the top right corner of the Mate app (next to the battery symbol) to click "Troubleshooting" and then click "Repair my device." If this does not resolve the problem, please contact us for further assistance.
Q: Why does my embrace disconnect?
A: There could be several reasons why your embrace disconnects. Sometimes the Embrace can cycle rapidly between connecting and disconnecting; it's possible this issue will resolve on its own but if it does not stop after a few minutes, try to restore pairing by clicking the troubleshooting settings on the Mate App (as detailed in the question above, click the top right icon on the screen next to the battery symbol).
The watch may also disconnect if your phone is more than approximately 10 feet from the watch (like if you walk away after putting your phone down). Sometimes physical obstacles, like crossing your arms over the watch, can disrupt the connection. These cases almost always resolve themselves and are expected.
Q: My Mate app says that my watch memory is full. What do I do?
A: The Mate app backs up your data on the cloud through WiFi or cellular data. When the memory gets full, this means that the app needs to be connected to WiFi or cellular data to be able to upload the data from the watch onto the server. So, connect your phone to WiFi or cellular data for a few hours and allow the app to backup the data onto the server; it should empty out throughout the day. Check the next day, and if there's still an issue, we are happy to help troubleshoot with you.
Q: How do I access my safety plan?
A: Click the Person Icon on the RealLifeExp app and then click "Safety Plan". If you're having any issues with access, contact the Tech team and we are happy to help you troubleshoot.
Q: Is there a way to reduce the number of notifications I receive per day?
A: In order to keep the study experience consistent for everybody, we can't reduce the number of times you receive surveys each day. However, there is no pressure to complete every survey that you receive - we only ask that you do so when you are able and willing. If there are any personal adjustments you need such as timing of your morning or nightly survey, we are happy to explore those adjustments with you - feel free to contact us.