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Data4Life help center

Do you need help with your account or your app? Our help center is here to help you.

Don’t find here what you’re looking for? Get in touch with our support team: we@data4life.help.

If you’re signed in, you can easily send feedback directly in your Data4Life account.

Find help here to get the most from your Data4Life account

Trust and privacy

Which information do you save during my registration?

All you need to register for an account 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.

important Important: We ask for your mobile number to send you a code and confirm it’s really you signing in. This is called two-factor authentication and protects your data.
We never call you or share your number with anyone.

Related topics

See How do I create a user account?

Who can access the health information in my account?

Nobody except you can access your personal information because we always store your data encrypted. When your data is shared with researchers, it’s pseudonymized first.

Related topics

See What is pseudonymization?

Where do you store my personal data?

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”.

How do you encrypt my data?

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.

What is pseudonymization?

Pseudonymization is a method to alter data so that it can’t be linked to you without the use of additional information.

Before we share your data with researchers, we replace identifying information, such as your name, email address, and phone number, with a unique random number (the pseudonym). This way, your data helps research while your identity is protected.

What is two-factor authentication?

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.

Related topics

See Why do you send me SMS codes?

What is auth.data4life.care?

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 Sign 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?

Does Data4Life offer medical devices?

Our digital solutions are not medical devices. They neither offer nor replace medical advice, diagnostic services, or the monitoring and treatment of diseases.

important Important: If you’re concerned about your health, please seek help from a doctor.

How can I send you feedback?

We’d love to hear from you. Your feedback helps us improve our digital solutions for all users.

Please get in touch by sending a message to we@data4life.help.


To send feedback from within your Data4Life account:

  1. Go to the menu menu.
  2. Choose Give feedback.
  3. On the Improving the app for you screen, enter your feedback.
  4. Optional: If you select the checkbox, we can get back to you by email about your feedback.
  5. Choose Send feedback.

Getting started

How much does the app cost?

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.

Is there an age limit?

You must be at least 16 years old at the time of registration and be capable of giving consent for our services. See our terms of use.

How do I install the app?

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 country: Germany


Android android To install the app

  1. Go to the Google Play Store.

  2. Tap Install.


iOS ios To install the app

  1. Go to 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:

Related topics

See What are the software requirements for the app?

What are the software requirements for the app?

Android android Android 5 or later


iOS ios iOS 15 or later


Web web Supported browsers for the web app:

important Important: Older browser versions are sometimes not 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.
How do I create a user account?

tip Tip: It’s easiest to create your user account on a desktop computer.

checkbox Prerequisite: Your browser meets the software requirements.

Your registration process has the following steps:

  • Create your user credentials (email address and password)
  • Verify your email address
  • Provide your mobile phone number for two-factor authentication

To create a user account

  1. Go to https://app.data4life.care.

  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.
    We send you an account verification email. The email is valid for 24 hours.

  7. 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 sign in.

To sign in for the first time

  1. On the Start dialog, choose Sign in.

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

  3. Choose Next.

  4. Enter your verification code from the SMS, then choose Confirm.
    You have successfully signed in.

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.

Can I create more than one user account?

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

How do I create a strong password?

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 (! " # $ % ' ( ) * + , - . / : ; < = > ? @ [ \ ] ^ _ ` { | } ~)
  • Mix of uppercase and lowercase letters (A-Z, a-z)

tip 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:

  • Create strong passwords
  • Store passwords
  • Autofill passwords when you log in to websites and web apps
How do you help me create a strong password?

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

What is the recovery key?

The recovery key is a personal code that helps to protect your user account. 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 mobile phone.

The recovery key consists of 16 blocks of numbers and letters:

33ef 3c1d d4e6 8694 0820 9f1f 1468 32ae

1109 cc5d 4b99 90b7 048d 8ab1 808c 6c7b

Creating a recovery key is an optional step when you create your user account. It's highly recommended as the key ensures access to your user account.
Store your recovery key in a safe and private place that you can access without a computer.

important Important: If you don’t have a recovery key, and you forget your password, you permanently lose access to your account and 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?

How do I store my recovery key?

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?

Why do you ask me for my phone number?

The recovery key is a personal code that helps to protect your user account. 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 mobile phone.

The recovery key consists of 16 blocks of numbers and letters:

33ef 3c1d d4e6 8694 0820 9f1f 1468 32ae

1109 cc5d 4b99 90b7 048d 8ab1 808c 6c7b

Creating a recovery key is an optional step when you create your user account. It’s highly recommended as the key ensures access to your user account.
Store your recovery key in a safe and private place that you can access without a computer.

important Important: If you don’t have a recovery key, and you forget your password, you permanently lose access to your account and 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?

User account

How do I sign in?

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 Sign in.

  3. Enter your email address and your password.

  4. Choose Sign in.

How do I sign out?

To sign out of your account

  1. Go to My account profile.

  2. Choose Sign out.

How do I change my email address?

To change your email address

  1. Go to My account 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.

How do I change the phone number for my account?

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 our support team.

Send the support team your old phone number to initiate the next steps to make the change.

How do I change my password?

checkbox Prerequisite: You've created your personal recovery key and have the key available.

To change your password

  1. Go to My account profile.

  2. Choose Account settings.

  3. Under Change password, choose the Change password button.

  4. On the Reset password dialog, enter your email address and recovery key.

  5. Choose Enter and create 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?

How do I download my data?

important Important: These steps download your data in a technical file format (JSON) that is contained in a ZIP file.

To download your data

  1. Go to My account 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.

How do I delete my data?

You delete your data by deleting your user account.
You delete your user account and related data in your account settings. Please note that there are possible restrictions to the deletion of your data. For example, when your data is part of the dataset for a scientific study which has been published.

Related topics

See What data is deleted when I delete my user account?

See How do I delete my user account?

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

How do I delete my user account?

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

  1. Go to My account 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.

What data is deleted when I delete my user account?

When you delete your user account, Data4Life will automatically delete all personal data related to your user account. You can no longer sign in and access, edit, or download any data you entered in your account.

Your account deletion will generally result in the deletion of your study-relevant data submitted in scientific programs, such as studies. Such data will not be deleted only if it's already part of the database used for a scientific analysis with the purpose of answering research questions. If such an analysis leads to a scientific publication, Data4Life will retain the database for 10 years. This ensures good scientific practice based on the "Guidelines for Safeguarding Good Research Practice" of the German Research Foundation.

note Note: Please note that Data4Life regularly stores data backups, including users' account data and study-relevant data. Data in backups isn't deleted when your account is deleted.
Therefore, Data4Life stores your account data and study-relevant data for up to 90 days in encrypted backups. For the purpose of identifying and reacting to cyber attacks, Data4Life also stores log data for up to 180 days and backups of log data for up to 1.5 years in encrypted form.

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

If you want to delete your user account but have lost access to it, please get in touch with the Data4Life support team.

Our support team uses your email address to find the related information and to initiate the next steps to authenticate you.

If the authentication is successful, your user account is deleted.

important Important: We use end-to-end encryption and pseudonymization as technical measures to secure your data. Because of these measures, you must be signed in to your account to match your user account and data to your pseudonymized data in the Data4Life Analytics Platform.

When the Data4Life support team deletes your data, we can only delete your account information and data stored in your account. We can’t delete the pseudonymized data that has been transferred from your account to the Data4Life Analytics Platform.

Where do I find my account ID?

Your account ID is an identifier with blocks of numbers and letters and looks like this: 8f621150-b9ed-4a15-b181-738908a4ff68.

When you have issues with your account, your account ID helps our support team analyze and troubleshoot.

To find your account ID

  1. Go to My account profile.

  2. Choose Account settings.

  3. Your Account ID is displayed with an option to copy the ID to your clipboard.

Why do you send me SMS codes?

To help protect your user account, we us two-factor authentication. To sign 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.

How do I manage my newsletter subscription?

Our email newsletter informs you about Data4Life, our partners, and developments in health.

To subscribe or unsubscribe from the newsletter, you have the following options:

  • Web web Go to menu menu > My account profile > Preferences > Email newsletter > Make your selection.

  • In the newsletter, in the email footer, choose the Unsubscribe link.

  • Send a message to we@data4life.care and include "unsubscribe" in the subject line or in the message body.

System settings and preferences

How do I change the language?

These languages are available for app and account:

  • German
  • English

The texts in the app are displayed in the language of your browser and operating system. You can change the app language.

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

Web web To change the language

checkbox Prerequisite if you run the app in a browser: Your browser is configured to accept cookies.

  1. In the app, go to My account profile.

  2. Choose User preferences.

  3. At the top right, next to Language, select your language.

How do I add the web app icon to my Home screen?

tip Tip: To easily access your account, you can add the web app to your Home screen. Then you can run the web app like a mobile app.


Android android To add the icon to the Home screen on your Android phone (Chrome browser)

  1. On your Android device, open the Chrome app.

  2. Enter the web address of the Data4Life web app.

  3. Tap the vertical More icon (⋮).

  4. Tap Add to home screen.

  5. Tap Add.

  6. Follow the instructions on the screen to place the icon.

The Data4Life app is displayed on your Home screen like a Smartphone app.


iOS ios To add the icon to the Home screen on your iOS phone (Safari browser)

  1. On your iPhone, open the Safari app.

  2. Enter the web address of the Data4Life web app.

  3. Tap the Share button.

  4. Scroll down and tap Add to Home Screen.

  5. Enter a name for the app, then tap Add.

The Data4Life app is displayed on your Home screen like a Smartphone app.

What does the “Keep me signed in” sign-in option do?

Enabling the Keep me signed in option on the sign-in dialog gives you longer access to your user account. The option extends your session duration. That is the time until you have to sign in again.

By default, you’re signed out after 15 minutes of inactivity.

important Important: For privacy reasons, don’t use the Keep me signed in option on public or shared computers.


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

To enable Keep me signed in

  • On the Sign-in dialog, select the Keep me signed in checkbox.

To disable Keep me signed in

  1. Log out of the app (My Account profile > Sign out).

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

  3. On the sign-in dialog, clear the Keep me signed in checkbox.

  4. Sign in again.

Which version of the app am I running?

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

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

To change the language in the web app

checkbox Prerequisite: Your browser is configured to accept cookies.

  1. In the app, go to My account profile.

  2. Choose User preferences.

  3. At the top left, under Language, select your language.

To change the language before you sign in

  • At the top-right of the screen, use the DE / EN language switch.

Study participation

Overview of research studies with your Data4Life account

Your health information helps the research community gain insights on how to better prevent, diagnose, and treat diseases.
You can take part in research studies on your mobile device or your home computer.

Here’s an overview of the steps to participate in a research study using your Data4Life account:

  1. To easily answer the questionnaires on your phone, tablet, or computer and to keep your health data secure, create a Data4Life account.

  2. Go to the website of the research study.

  3. Sign in to your Data4Life account.

  4. Option: If you’re entering an invite-only study, enter your participation code to join.

  5. Once you’ve joined a study, you can start answering study questions digitally in your Data4Life account. We’ll send you email notifications when new questions are available for you.

We’re looking forward to your participation.

What happens to my personal data in the study?

All information in your Data4Life account is private and always encrypted.

Before researchers see your answers to the study questions, we remove all personal identifiers, for example, name, email address, and phone number. This step, called pseudonymization, makes data useful for research without disclosing your identity.

Related topic

See How do I delete my data?

Which studies are available?

There are 2 types of studies:

  • Open studies – Everyone can participate.

  • Invite-only studies – You need an invitation and a participation code, for example, from a research organization.

Currently available study:

  • DAKI Health – Study to identify pandemics and weather events at an early stage. The study is part of DAKI-FWS, a research project sponsored by the German Federal Ministry of Economic Affairs and Climate Action (BMWK).
    More info about DAKI Health
How do I join a study?

checkbox Prerequisite: You’ve installed the Data4Life Studies app and created a Data4Life account.

checkbox Optional prerequisite: For closed studies, you have a personal participation code. The code is issued by the organization that conducts the study.

To join a research study

  1. If you’re in the app for the first time, choose a study, then choose the About or the Go to study button.

  2. Optional: If you're already in the app, choose Menu menu > Research studies and see all studies at a glance.

  3. On the start page of your study, choose Get started.

  4. Before you can join, a disclaimer is displayed, choose I understand.

    You're now in your study on your To do tab which displays your tasks.

  5. Optional: Choose the Enter participation code button.

  6. Optional: On the Enter code to enroll dialog, enter your participation code and choose Verify code.

You’re now enrolled in the study and you can start by answering the study’s initial questionnaire.

Thank you for your participation!

Related topics

See Which studies are available?

Why must I create a user account to participate in studies?

To secure your personal health data during your study participation, we ask you to create a Data4Life user account.

A user account gives you the following advantages:

  • You can easily answer your study questions from different devices. For example, on your smartphone on the go or at home on your computer.

  • All your study data is encrypted on your device and only transmitted with end-to-end encryption. Even Data4Life can't read your data.

  • Your data is transferred to researchers in pseudonymized form. This way, researchers can see your data, but it can't be traced back to you.

Related topics

See How do I create a user account?

See Trust and privacy

See What is pseudonymization?

Can I add kids to a study?

To help a study more, you can add kids living in your household to your user account. Afterwards, you can report their health status during the study. Otherwise, 18 and over is the age limit for most studies.

note Note: For studies, “kids” means person under 14.

checkbox Prerequisite: You’ve joined a study and you’ve answered that you live with kids in your household.

To add kids to your account

  1. In a study, at the top, choose Details.

  2. Choose the Include kids button.

  3. Under Add one or more kids..., enter a nickname for the kid.

  4. Option: To add more kids, choose + Add another kid.

  5. Choose Save.

You’ve now added one or more kids to your account. And you can answer on their behalf whenever new questions are available in your To dos in the study. This way, the study gets more valuable info and insights.

Related topics

See Which studies are available?

See How do I create a user account?

What is a participation code?

The participation code is part of your invitation to a study.
Without participation code you can't join invite-only studies.

The code has 6 characters (letters and numbers) and looks like this example:

58ROJS

note Note Some studies have 8-character participation codes.

checkbox Prerequisite You must first create a Data4Life user account before you can enter the participation code.

Incorrect participation code. What now?

When you enter an incorrect participation code, an error message is displayed.
Try the following:

  • Try again to check if you mistyped the code. The letters in the code are case-sensitive.

  • tip Tip: If you received your code digitally, use copy and paste to enter the code.

  • If you forgot your code, please get in touch with your study contact person.

  • If you participate in several studies, maybe you used a code for the wrong study.

How do I change my answers in a questionnaire?

checkbox Prerequisite: You've joined a study.

important Important: Only answers less than 48 hours old can be changed.

To change an answer

  1. Go to the History tab.

  2. Select the checkmark icon next to a questionnaire you already answered.

  3. Choose Edit answers.

  4. Make the changes in the questionnaire.

  5. Choose Save to save your changes.

How do I leave a study?

Leaving a study means:

  • You won’t receive any further notifications or questionnaires.
  • You lose access to the study’s information.
  • Your answers from past questionnaires are still available for research.

checkbox Prerequisite: You’ve joined a study and are currently enrolled.

To leave a research study

  1. Go to My account profile.

  2. Choose User preferences.

  3. Under Participation, select your study.

  4. Choose Leave study and confirm.

Keep the Leaving program dialog open until the process is completed.

See How do I delete my data?

Troubleshooting

I can’t find the help I need in the Help Center. How can I contact your support team?

We're here to help you. To get in touch with the Data4Life support team, send an email to we@data4life.help

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.

important Important: Ensure that you don’t share private information in your screenshot file by mistake.

Account registration email message doesn’t arrive

We’re here to help you. To get in touch with the Data4Life support team, send an email to we@data4life.help

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.

important Important: Ensure that you don’t share private information in your screenshot file by mistake.

I get an error message when I try to verify my email address

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 sign in. An error message is displayed and we send you a new email message with a new link.

You already activated your account
Try to sign in.

Text message with the verification code doesn’t arrive

When you sign in, we sometimes send you a text message with a verification code to ensure that it’s really you signing in. This step is part of the two-factor authentication.

If you don’t receive the text message, check the following:

  • Your phone number is active and you have a network connection
  • You’ve entered the correct country code for you phone
  • You’ve entered the correct phone number

important Important: When you enter your phone number after the country code, omit the leading 0. For example, enter "175" if your number begins with “0175”.

note Note: For some cellular networks in the USA, we are experiencing outages. The text messages can't be delivered by SMS.

Related topics

See Why do you send me SMS codes?

See How do I change the phone number for my account?

See What is two-factor authentication?

I can’t sign in

If you can’t sign in to your account and an error message is displayed, the reason could be:

  • Incorrect email address was used.

  • Incorrect password was used.

  • User account not activated yet. Within 24 hours after you start to create your account, you must verify your email address. Otherwise, your account will be deactivated. To continue, recreate your account.

  • You’ve been inactive for a longer time. After 2 years, we delete inactive user accounts. We inform you in advance by email.

Related topics

See How do I create a user account?

I entered an incorrect password too many times. What now?

After you enter an incorrect password too many times, you must wait for 60 minutes until you can try to sign in again.

This is a setting to help protect your account.

I saved my recovery key. But where?

When you sign in, we sometimes send you a text message with a verification code to ensure that it’s really you signing in. This step is part of the two-factor authentication.

If you don’t receive the text message, check the following:

  • Your phone number is active and you have a network connection
  • You've entered the correct country code for you phone
  • You've entered the correct phone number

important Important: When you enter your phone number after the country code, omit the leading 0. For example, enter "175" if your number begins with “0175”.

note Note: For some cellular networks, for example, in the USA, we are experiencing outages. The verification messages can’t be delivered by SMS.

Related topics

See Why do you send me SMS codes?

See How do I change the phone number for my account?

See What is two-factor authentication?

I enter my recovery key and get an error message

Your personal recovery key has of characters. For example:

33ef 3c1d d4e6 8694 0820 9f1f 1468 32ae
8809 cc5d 4b99 90b7 048d 8aa1 808c 6c7b

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 blocks. It's easy to misspell the key when you type the characters 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 blocks.

  • Maybe you have more than one recovery keys – If you had issues when you created your user account, you might have created 2 or more recovery keys in 2 or more PDF files. The files are stored together on your device. 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 store my recovery key?

I get a recovery key error message during account creation

During account creation, a message is displayed:

  • (i) It seems like you haven’t downloaded or copied the recovery key. Be sure to complete this step before you finish your account creation.

The app checks if you’ve done one of the following:

  • Downloaded the recovery key

  • Copied the recovery key to your clipboard

If the app doesn’t detect any of those, you can’t proceed and the message is displayed.

Solution

Your recovery key is essential to protect your personal health data.

  • Download the recovery key to your device, then print it out.

  • Copy the recovery key to the clipboard, paste it into a document, then print it out.

Related topics

See What is the recovery key?

See How do I store my recovery key?

Why did I get a message saying my password has been changed?

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 we@data4life.help to inform us about the issue.

Once we receive your email, our support team can investigate the changes to your user account.

Why did I get a message saying my email address has been changed?

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 we@data4life.help to inform us about the issue.

Once we receive your email, our support team can investigate the changes to your user account.

I forgot my password. What do I do?

Android android / Web web When you create your user account, create your recovery key to ensure you can access your account even if you forget your password. You can save the 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 store my recovery key?

How do I delete cookies, site data, and cached files?

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.

How do I turn on cookies in my browser?

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.

Your emails go to my spam folder

Android android / Web web When you create your user account, create your recovery key to ensure you can access your account even if you forget your password. You can save the 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 store my recovery key?

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.

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