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Data4Life help center

Find help here to get the most from the app

Trust and privacy

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All you need to register for the app is the following:

note Note: We only store your email address and your phone number. The password you chose isn't stored by us but is stored encrypted on your device.

We use the double opt-in procedure for registration. This means that after your registration we send you a message to the email address you provided, in which we ask you to confirm your registration.

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See How do I create a user account?

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Nobody except you can access your personal information because we always store your data encrypted. If you decide to share your data with your doctor, you can export your health information.

  • As a PDF file, for example, your symptom history in the symptom tracker.
  • As a QR code, for example, at a test center during a coronavirus screening.
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We store your data and documents exclusively on servers within Germany and always encrypted. Only you have access to the content of your data.

Data4Life is certified by the German Federal Office for Information Security (BSI) as ISO 27001 compliant
on the basis of "IT-Grundschutz".

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Besides many other measures to protect your privacy, we use end-to-end encryption (E2EE) for all health data.

End-to-end encryption ensures that only you can access the content of the encrypted data. Even Data4Life cannot understand the encrypted data since we don't have access to the cryptographic keys needed to decrypt the data. This means that we never have access to the content.

Personal data is encrypted on your personal device – mobile device or desktop computer – and can only be decrypted by you. You're in control and can decide if you want to explicitly grant access, for example, to your doctor.

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To help protect your data privacy, the app uses two-factor authentication (2FA), also called 2-step verification.
Two-factor authentication is a process where during sign-in, we ask you for an additional form of identification.

This second factor of authentication increases security because an attacker would need access to your phone, as well as your email address and password, to access your account.

Two-factor authentication uses the following:

  • Something you know: your password
  • Something you have: your phone or tablet

note Note: Two-factor authentication is always active and can't be switched off.

When you log in, the app asks you for the following:

  • Your email address and password
  • The verification code that we send to your phone by SMS

Two-factor authentication is the reason why we ask for your phone number when you create your user account. If we can send verification codes to your personal phone by SMS, that's another layer of security for your account and your data.

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See Why do you send me SMS codes?

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The auth.data4life.care website handles secure account creation and login services at Data4Life. Banking apps and healthcare apps often use a separate service with its own web address to provide secure access to your personal information.

You're redirected to auth.data4life.care when you choose Log in or Create account on the start dialog.

Related topics

See What is two-factor authentication?

See Which information do you save during my registration?

See How do I create a user account?

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The app is not a medical device. The app doesn't offer diagnostic services, monitoring, or treatment of diseases. The app doesn't replace medical advice or treatment by a doctor.

note Important: If you’re concerned about your health status or unsure about what to do, please consult a doctor.

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We'd love to hear from you. Your feedback helps us improve our app for all users.

Please get in touch by sending a message to feedback@data4life.care


Android android / iOS ios To send feedback from within the app:

  1. Go to your profile profile.
  2. Choose Feedback.
  3. Select your email client.
  4. Send your message.
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Getting started

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The app is free with no adverts or subscription fees.

note Note: The app requires an internet connection. Additionally, you must be able to receive SMS messages for authentication. Your mobile service provider may charge you for data use.

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You must be at least 18 years old at the time of registration and have full legal capacity to register for our services. See our terms of use.

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Android android Android 6 or later


iOS ios iOS 12 or later


Web web Supported browsers for the web app:

important Important: Older browser versions can sometimes not be supported for data security reasons. The web app works best with a current browser version.

Required browser settings

  • Browser must not be set to "Block all cookies".
  • For Firefox, Private Browsing is not supported.
  • JavaScript must be activated.
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You can use the app in these ways:

  • On your smartphone or tablet with Android or iOS
  • In your browser without installation

checkbox Prerequisite: Your device meets the software requirements.

note Note: The app is available in the app stores for the following countries: Germany, Austria, Switzerland, UK, and Ireland.


Android android To install the app:

  1. Go to our app page on the Google Play Store.

  2. Tap Install.


iOS ios To install the app:

  1. Go to our app page on the Apple App Store.

  2. Tap the Get button.

  3. Tap Install.


Web web You can run the web app in a browser without installation.

checkbox Prerequisite: Your browser meets the software requirements.

To use the web app in your browser:

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checkbox Prerequisite: Your browser meets the software requirements.

Your registration process has the following steps:

To create a user account:

  1. On the Welcome dialog, choose Start now.

  2. On the Start dialog, choose Create account.

  3. Enter your email address.

  4. Create your password and confirm it.

  5. Select the Health data processing checkbox to give consent to the processing of your data.

  6. Choose Next.

  7. Save your recovery key.
    note Note: The following recovery key lets you reset your password if you forget it. The key is a series of unrelated words. Ensure that you store your recovery key somewhere safe that you can access even without your computer or mobile device.
    note Important: Your data is always encrypted for your protection. Our team can neither access nor recover any data if you forget your password and lose this recovery key.

  8. Select the checkbox I’ve stored my recovery key in a safe place and I understand why the key is vital to securing my private data..

  9. Choose Next.
    We send you an activation email.

  10. Go to your email inbox and click on the Verify email address link in the email.
    A success message is displayed.

Your account is now set up and you can log in.

To log in for the first time:

  1. On the Start dialog, choose Log in.

  2. Enter your mobile phone number so we can send you an SMS message with a verification code for logging in.
    note Note: We only use your mobile number to securely log you in. We don't share the number with anyone else.

  3. Choose Next.

  4. Enter your verification code from the SMS, then choose Confirm.
    You have successfully logged in and you can start working with the app.

note Note: Ensure that the Remember this device checkbox is selected when you enter the verification code from the SMS. Then you don't have to enter the information for the next login on the device.

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No. Only one user account may be maintained per person. See our terms of use.

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To help protect your health data, create a complex password for your user account. You should always use different passwords for your important accounts, like email, online banking, social media, and health information.

Your password for the app must meet the following requirements:

  • 8 characters or more
  • At least 1 numeric character (0-9)
  • At least 1 special character (such as %, @, or #)
  • Mix of uppercase and lowercase letters (A-Z, a-z)

note Tip: The best passwords are randomly generated ones like x7fbjsBAEZyF@,Z$. To create random passwords, you can use password managers.

Password managers can do the following for you:

  • Generate strong passwords
  • Store passwords
  • Autofill passwords when you log in to websites and web apps
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To help you protect your user account and your data privacy, the app runs a password check when you create your user account. The check is an extra step after ensuring that your password meets our complexity requirements.

important Important: The password check can detect if your password was compromised in a previous data leak on the internet. Such compromised passwords are considered unsafe and should be changed.

Related topics

See How do I create a strong password?

See HPI Identity Leak Checker

See Check if you have an account that has been compromised in a data breach

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The recovery key is a personal code that protects your account. The key is a series of unrelated words. If you ever forget your password, or want to change it, you need your recovery key.

The key is like a backup password, similar to the personal unlocking key (PUK) of your phone.

You receive your recovery key when you create your account. You must store your recovery key in a safe and private place that you can access without a computer.

important Important: If you don’t have your recovery key, and you forget your password, you'll permanently lose access to your account and all of your data.

We can’t help you reset your password without your recovery key because we use end-to-end encryption to keep your account protected and private.

Related topics

See How do I save my recovery key?

See I saved my recovery key. But where?

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important Important: When you create your user account, ensure that you store your personal recovery key somewhere safe. Make a printout so you can access the key without a computer or mobile device.


Android android / Web web To save your recovery key on your Android device or on your computer:

checkbox Prerequisite: You've taken the first steps to create your user account.

  • In the third step, under the Your recovery key field, tap or click DOWNLOAD RECOVERY KEY.
    A confirmation message is displayed.

By default, your recovery key is saved in your Downloads folder in the data4life-recoveryKey.pdf file.


iOS ios To save your recovery key on your iOS device:

checkbox Prerequisite: You've taken the first steps to create your user account.

  1. In the third step, under the Your recovery key field, tap or click Copy to clipboard.
    A confirmation message is displayed.

  2. Paste the recovery key to a safe place where you can find it again.


Related topics

See What is the recovery key?

See I saved my recovery key. But where?

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Two-factor authentication is the reason why we ask for your phone number when you create your user account. If we can send verification codes to your mobile phone by SMS, that's another layer of security for your account and your data.

We only use your phone number for two-factor authentication and don't share it with anyone else.

note Note: Two-factor authentication is always active and can't be switched off.

Related topics

See What is two-factor authentication?

See Why do you send me SMS codes?

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User account and user profile

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checkbox Prerequisite: You've created your user account.

To log in to your user account:

  1. On the Welcome dialog, choose Start now.

  2. On the Start dialog, choose Log in.

  3. Enter your email address and your password.

  4. Choose Log in.

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To log out of your account:

  1. Go to your profile profile.

  2. Choose Log out.

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To change your email address:

  1. Go to your profile profile.

  2. Choose Account settings,

  3. In the Email address field, tap or click your address and edit it.

  4. Choose Save changes.

We send a confirmation message to your new email address.

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Your mobile phone number helps protect your data privacy because the app uses two-factor authentication.

important Important: To protect your user account, the process of changing your telephone number involves several steps to verify your identity. These steps take some time.

To change the phone number associated with your user account, please get in touch with Customer Care.

Send Customer Care your old phone number to initiate the next steps to make the change.

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checkbox Prerequisite: You have access to your personal recovery key.

To change your password:

  1. On the login dialog, choose Forgot password?

  2. On the Reset your password dialog, enter the email address that you use for your user account.

  3. Enter your personal recovery key.

  4. Create and confirm your new password.

Related topics

See What is the recovery key?

See How do I store my recovery key?

See I saved my recovery key. But where?

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Web web You can export and download all your data together in one ZIP file.

To download your data:

  1. Go to your profile profile.

  2. Choose My data.

  3. Under Export data, choose the Download button.

The download to your device can take several minutes. Your data is stored in a ZIP file with the name my-data.zip.

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You delete your data by deleting your user account.

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See How do I delete my user account?

See How do I delete my user account even though I can't access it?

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checkbox Prerequisite: You have access to your user account. Otherwise, see How do I delete my user account even though I can't access it?


Web web To delete your user account:

important Important: Deleting your user account deletes all your data on our platform.

  1. Go to your profile profile.

  2. Choose Account settings.

  3. Under Delete account, choose the Delete account button.

  4. On the Are you sure you want to close this account? dialog, choose Delete account.

note Note: Deleting your user account might take several minutes.

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If you want to delete your user account but have lost access to it, please get in touch with Customer Care.

Customer Care uses your email address to find the related information and initiate the next steps to authenticate you.

If the authentication is successful, Customer Care deletes your user account.

important Important: Deleting your user account deletes all your data on our platform and can't be reversed.

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To help protect your user account, the app uses two-factor authentication. To log in, you must provide the following information:

  • Your email address and your password
  • The verification code we send you by SMS

iOS ios In iOS 12 or later, you can automatically enter SMS verification codes by using AutoFill (Settings > Passwords & Accounts > AutoFill Passwords).

note Note: The verification code expires after 10 minutes but you can request a new one.

To request a new SMS code:

  • On the Enter verification code dialog, choose the Resend SMS button.

note Note: Ensure that the Remember this device checkbox is selected when you enter the verification code from the SMS. Then you don't have to enter the code for the next login on the device.

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System and settings

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The app is available in English and German.

Android Android / iOS iOS The texts in the app are displayed in the language of your device's operating system.


Web web The texts in the app are displayed in the language of your browser and operating system.

note Note: If the app isn't available in your language, English is the default.

To change the language in the app:

checkbox Prerequisite: Your browser is configured to accept cookies.

  1. In the app, go to your profile.
  2. At the top-right of the My profile dialog, use the DE / EN language switch.

To change the language before you log in:

  • At the top-right of the screen, use the DE / EN language switch.
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Enabling the Keep me logged in option on the login dialog gives you longer access to your user account. The option extends your session duration and the time until you have to log in again.

By default, you're logged out of the app after 15 minutes of inactivity.

note Important: Don't use the Keep me logged in option on public or shared computers.


note Note: The setting works per browser and per device. If you log in with another browser or from another device, you have to log in again.

To enable Keep me logged in:

  • On the Login dialog, select the Keep me logged in checkbox.

To disable Keep me logged in:

  1. Log out of the app (My Profile > Log out).

  2. On the welcome dialog, choose the Log in button.

  3. On the login dialog, clear the Keep me logged in checkbox.

  4. Log in again.

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Digital test result delivery

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Test result delivery is a fast and efficient way to receive your test result digitally.

  • Prepare for the test and save time at the test center.
  • Receive your test result digitally and fast as soon as it is ready.

Use cases:

Getting tested regularly is required for your workplace
As a requirement for your employment, you regularly take coronavirus tests.

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No, you can take a SARS-CoV-2 test without using our service. But test result delivery makes the test admission process more efficient, helps save resources at the test center, and you receive your test result faster.

There is an alternative workflow at the test center for anyone who can't or doesn't want to use the digital test result delivery.

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The service is free with no adverts or subscription fees.

note Note: The app requires an internet connection. Additionally, you must be able to receive SMS messages for authentication. Your mobile service provider may charge you for data use.

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You can run test result delivery in a browser without installation.

checkbox Prerequisite: Your device meets the software requirements.

Web web To start using test result delivery:

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No. Test result delivery is a web app that runs in a browser without installation. It's not available from the Google Play Store or the Apple App Store.

checkbox Prerequisite: Your device meets the software requirements.

Web web To start using test result delivery:

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It's important to us to keep your health data encrypted and private when we store and transmit your information. That's why digital test result delivery only works with a Data4Life user account.

Related topics

See Which information do you save during my registration?

See How do you transmit and store my test information?

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To take a test and receive your results digitally, you must create a test order number.

A test order number is a unique and personal code to identify tests and to ensure that you receive the correct results. Test order numbers come with a machine-readable optical code that is automatically created.

When you visit the test center, a staff member scans your code to import your test order number.

Related topics

See How do I create the test order number and the code?

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When you start a new test in the app, your test order number and the machine-readable code are created.

checkbox Prerequisite: You've created your user account. See How do I create a user account?

To start a test:

  1. Log in at https://app.data4life.care/labres.

  2. In the My tests dialog, choose Start new test.

  3. Choose Continue to questionnaire and answer the questions.

When you answered all questions, the machine-readable code and the test order number are displayed along with an overview of your answers. Your answers are included in the code.

  1. Choose Back to overview.

Your new test is displayed under My tests. The status is Waiting for result.

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See What is the test order number and the code?

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You can add a label or name to your tests to help you identify them. For example, "kindergarten test 9/2020".

To add a label when you create a new test:

  1. Log in at https://app.data4life.care/labres.

  2. In the My tests dialog, choose Start new test.

  3. In the Label (optional) field, enter additional information to identify your test.

  4. Choose Save label.

  5. Choose Back to overview.

In the overview, the label you entered is displayed with your test name.

note Note: The label text isn't shared with the laboratory.


To add a label to an existing test:

  1. Log in at https://app.data4life.care/labres.

  2. In the My tests dialog, select a test.

  3. In the Label (optional) field, enter additional information to identify your test.

  4. Choose Save label.

  5. Choose Back to overview.

In the overview, the label you entered is displayed with your test name.

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You can’t create a test order number for another person because test order numbers are linked to individual user accounts.

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Show your code at the test center and get it scanned.

checkbox Prerequisite: You've created a test order number and the machine-readable code. See How do I create the test order number and the code?

To access the test order number and the machine-readable code:

  1. Log in at https://app.data4life.care/labres.

  2. In the My tests dialog, select the test.

The machine-readable code and the test order number are displayed.

  1. Show the code at the test center and let staff scan it.

note Note: If scanning fails, staff can enter the test order number from the code manually into their laboratory information system.

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You are tested for the novel coronavirus (SARS-CoV-2) using a polymerase chain reaction (PCR) test. This test is also called a swab test.

This means that the staff takes swabs from your upper respiratory tract – your nose and throat.

Your swabbing sample is then sent to a laboratory for molecular testing.

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checkbox Prerequisite: You've been tested at a test center and your code has been scanned.

To check the status of your test:

  1. Log in at https://app.data4life.care/labres.

  2. In the My tests dialog, select your test:

The following information is displayed for your test.

  • Test order number
  • Date when you created the test (Note: not the date you took the test at the test center)
  • Test status
  • Additional information
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For your test

  • Waiting for result
  • Result available (you receive an email message when your result is available)

For your test result

  • Negative
  • Invalid

note Note: If your result is positive, the Gesundheitsamt (local health department) calls you to let you know and inform you about next steps. Data4Life isn't responsible for calls from the Gesundheitsamt.

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After you've taken the test, you receive your result usually within 72 hours. Result delivery may take longer during busy times.
We send you an email message to let you know about the updated test status.

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checkbox Prerequisite: You've been tested at a test center and you've received a status update notification by email.

To view your test result:

  1. Log in at https://app.data4life.care/labres.

  2. In the My tests dialog, select your test.

Under Test result, the result is displayed.

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No. Because email is an insecure communication channel, we don't send your test result by email.
We send you a test status update notification. You then log in to your account to view the test result.

checkbox Prerequisite: You've received a status update notification by email.

To view your test result:

  1. Log in at https://app.data4life.care/labres.

  2. In the My tests dialog, select your test.

Under Test result, the result is displayed.

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If you don’t take the test, your test order number and the related code is deleted within 48 hours.

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To protect your data privacy, we always use encryption for transmitting and storing the following information:

  • Your test order number
  • Your lab result

Only you have access to this information.

When you register for test result delivery, you can create a test order number that is used to send lab results directly to Data4Life.

You share the test order number at the test center by using a machine-readable code that contains the number. Alternativelly, you can share the number verbally.

Your lab result can be displayed in the app as soon as it's available.

Learn more about how Data4Life helps protect your data privacy.

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The test center tests you for the novel coronavirus (SARS-CoV-2) using a polymerase chain reaction (PCR) test, also called a swab test.

The swabbing samples are then sent to a laboratory for molecular testing.

The laboratory uses PCR tests to detect genetic information of the coronavirus, the RNA (ribonucleic acid). By detecting viral RNA, the tests can detect early on whether you have the virus. Viral RNA is present in the body before antibodies form or symptoms of the disease are present.

If the laboratory finds the genetic information of the virus in the sample, a positive result is returned.

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Symptom tracker

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checkbox Prerequisite: You've created your user account. See How do I create a user account?

In the app, you enter your symptoms using a daily questionnaire with a checklist. The questionnaire only takes 1 minute per day.

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checkbox Prerequisite: You've created your user account and you haven't entered symptoms in the past 24 hours.

To document your symptoms:

  1. In the app, go to the timeline.

  2. Under Symptom tracker, choose Start.

  3. Optional: Choose Same symptoms as before if there are no changes.

  4. Enter your symptoms in the checklist.

  5. Choose Submit.

The Thank you dialog is displayed. If you go back to your timeline, your documented symptoms are displayed with date and time.

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In the app, you enter symptoms using a questionnaire with a checklist. If you have symptoms that aren't included in the list, you can enter symptoms in a text field.

To enter symptoms that aren't in the symptom list:

checkbox Prerequisite: It's time to make your daily entry in the symptom tracker.

  1. In the app, go to the symptom checklist.

  2. Select the checkboxes to document your symptoms.

  3. Under the list of symptoms, enter additional symptoms in the Other symptoms or notes field.

  4. Choose Submit.

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Your timeline gives an overview of entries you made in the symptom tracker. For the past 14 days, you can edit the symptoms you entered.

To view and edit symptoms you've documented in the past:

  1. In the app, go to your timeline.

  2. Choose a day, then click or tap the (!) icon to display details.

  3. In the Symptom tracker dialog, edit your documented symptoms.

  4. Choose Submit and confirm your edits.

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The app can send you reminders to enter your symptoms in the morning.

  • Push notifications on your phone
  • Email notifications if you're using the web app

Reminders are disabled by default. To manage reminders, go to your profile settings.


Android Android / iOS iOS To change your settings for reminders:

  1. In the app, go to your profile profile.

  2. Select or clear Push notifications - Symptom tracker daily reminders.


Web web To change your settings for email reminders:

  1. In the web app, go to your profile profile.

  2. Select or clear the Get a daily reminder to track my symptoms checkbox.

If you choose to receive reminders, the status is displayed in your timeline with an envelope symbol.

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Web web In the web app, you can export your symptom history to a PDF file as an overview and summary of your recorded symptoms. The PDF file also lets you easily share your symptom history with your doctor.

To export your symptom information:

  1. Choose the Export symptom information icon to the right of the profile icon profile.

  2. On the Export PDF dialog, choose Create PDF in English or Create PDF in German.

The D4l-symptoms.pdf file (English) or the D4l-symptome.pdf file (German) is saved on your device with an overview of your recorded symptoms from the past 14 days.

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Android Android / iOS iOS When you use the mobile app, you can track your symptoms without a Data4Life user account. All data is stored locally on your device.

Creating a user account gives you the following advantages:

  • Your health data is encrypted and private on our platform, even if you lose your phone.

  • You can easily access and edit your health information from different devices. For example, on the go from your smartphone or at home on your computer.

  • Sharing with your doctor is easy, for example, by sharing a PDF file that shows your symptom summary.

Related topics

See How do I create a user account?

See Trust and privacy

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The symptom tracker lets you document your coronavirus tests. The list helps if you're unsure which type of test you took. Different tests are performed to detect infections with the novel coronavirus (SARS-CoV-2).

  • PCR test
    You have a nose and throat swab at a test center. Afterwards, your samples are sent to a medical laboratory. After a few days, you receive your test result.

  • Rapid antigen test
    You have a nose and throat swab and your sample is tested using a test strip. You receive your test result after a few minutes at the point of care.

  • Antibody test
    A blood sample is taken. Antibody tests check your blood if you had a past infection.

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Troubleshooting

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We're here to help you. To get in touch with Data4Life Customer Care, send an email to help@data4life.care

note Note: To help us solve your issue, please try to include the following information:

  • What's the operating system of your device?
  • What are you trying to do?
  • What happens when you do x, then y?
  • What do you see on the screen when you have the issue? Ideally, you can send a screenshot.

This helps us to better understand your problem. Thank you.

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Issues with message delivery can have the following reasons:

Email delivery is slow
Sometimes it takes 10 minutes or more until the messages are delivered to your inbox. This sometimes happens for cloud-based mailbox service providers.

tip Tip: To receive a new verification email, try to log in again. An error message is displayed and a new email is sent to you with a new link.

Email message is in your spam folder
Check your spam folder.

Mistyped email address
Go back 1 step during account creation and check if you maybe have a spelling mistake.

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When you create your user account, you must activate it using the Verify email address link in the email message we send you.

When the There was an error validating your email address message is displayed, the causes can be the following:

Too much time has passed since you received the email message
If the link in the email message expired, you can restart the registration process: To receive a new verification email, try to log in. An error message is displayed and a new email message is sent to you with a new link.

You already activated your account
Try to log in.

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When you log in to your account for the first time, you receive an SMS message with a verification code.

If you haven't received this SMS message, confirm the following:

  • Your phone number is active and receiving service
  • You have selected the correct country code for your phone number
  • You have entered the correct phone number

important Important: When typing your phone number, begin with the number after the first 0. For example, if your number starts “0175”, type “175” in the text field.

Related topics

See Why do you send me SMS codes?

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After you enter an incorrect password too many times, you must wait for 5 minutes until you can try to log in again.

This is a setting to help protect your account.

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Android android / Web web When you create your user account, you save your recovery key as a PDF file.

Prerequisite: To display your recovery key, you must have a PDF viewer installed.

By default, your key is saved here:

  • Downloads folder
  • data4life-recoveryKey.pdf file

Related topics

See What is the recovery key?

See How do I save my recovery key?

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Your personal recovery key consists of 12 unrelated English words. For example:

art income kidney erosion punch dress
velvet crazy soccer trip fresh arch

If you're sure that you use the correct recovery key, issues during key entry can have the following causes:

When you manually enter your recovery key
Ensure that there's exactly 1 space between words. It's easy to misspell the key when you type in the words or have incorrect spaces.

When you copy and paste your recovery key from the PDF file
When you copy and paste your recovery key from your saved PDF file,
unwanted double spaces can be inserted. After you paste your recovery key, verify that there's exactly 1 space between words.

Maybe you have several recovery keys
If you had issues when you created your user account, you might have created 2 or more recovery keys in as many PDF files. The files are stored together. If you have several recovery key PDF files, enter the recovery keys to find the correct one.

Related topics

See What is the recovery key?

See How do I save my recovery key?

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We send you a confirmation message when you change the password of your user account.

If you receive an email saying that your password has been changed, but you didn't change your password, your user account may have been compromised. And someone else might have access to your account.

To protect your user account:

  1. Change your password by following the steps to reset your password.

  2. Send an email to help@data4life.care to inform us about the issue.

Once we receive your email, Customer Care can investigate the changes to your user account.

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We send a confirmation message when you change the email address registered to your user account.

If you receive an email saying that your email address has been changed, but you didn't change your email address, your user account may have been compromised. And someone else might have access to your account.

To protect your user account:

  1. Change your password by following the steps to reset your password.

  2. Send an email to help@data4life.care to inform us about the issue.

Once we receive your email, Customer Care can investigate the changes to your user account.

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checkbox Prerequisite: You have access to your personal recovery key.

important Important: If you forget your password, you reset it by creating a new one. Because we use end-to-end encryption and don't know your password, we can't help by sending you a reset link. You must reset your password yourself using your personal recovery key.

To create a new password:

  1. On the login dialog, choose Forgot password?

  2. On the Reset your password dialog, enter the email address that you use for your user account.

  3. Enter your personal recovery key.

  4. Create and confirm your new password.

Related topics

See What is the recovery key?

See How do I store my recovery key?

See I saved my recovery key. But where?

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checkbox Prerequisite: You're using a supported browser for the web app.

To delete cookies, site data, and cached images and files from your browser, follow the instructions at the following links:

tip Tip: To solve browser problems, you may need to delete all cookies, site data, and cached images and files, then restart your browser.

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A cookie is information stored on your computer by a website you visit.

checkbox Prerequisite: You're using a supported browser for the web app.

To accept cookies in your browser, follow the instructions at the following links:

tip Tip: To solve problems with the app, you may need to accept cookies or change certain browser modes and settings.

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Gender-neutral language

We try to avoid gender-specific word forms and formulations. As appropriate for context and readability, we may use feminine or masculine word forms to refer to all genders.

With your consent, we will analyze your behaviour on the website to improve the website for all users. If you consent to the transmission of analysis data, click “Accept”. You can use the website without giving consent to analyze your behaviour. For further information, visit the privacy policy.

We care about digital health.

  • An initiative by the

  • Data4Life is certified by the
    German Federal Office for Information Security
    (BSI) as ISO 27001 compliant
    on the basis of “IT-Grundschutz.”