Data4Life help center

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

• Your email address
• A password which you choose
• Your phone number for two-factor authentication

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.

Nobody except you can access your personal information because we use end-to-end encryption for your data. If you decide to share your data with your doctor, you can export your health information to a PDF file, for example, your symptom history in the symptom tracker.

We store your data and documents exclusively on servers within Germany and always encrypted. Only you have access to the content of your 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.

Note: Here's why we ask for your mobile phone number when you create a user account with us.

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: 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.

See Why do you send me SMS codes?

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.

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

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

Please send an email to feedback@data4life.care

The app is free with no adverts or subscription fees.

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.

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.

Web Supported browsers:

• Apple Safari

• Google Chrome

• Microsoft Edge

• Mozilla Firefox

• Opera

Older browser versions can sometimes not be supported for data security reasons. The 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.

You can run the app and the features in a browser without installation.

Prerequisite: Your device meets the software requirements.

Web To start using the app:

• For test result delivery, go to app.data4life.care/labres
• For testing at the airport, go to app.data4life.care/labres/airport
• For the symptom tracker, go to app.data4life.care/corona

Prerequisite: You have downloaded and installed the app. See How do I download the app?

Your registration process has the following steps:

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

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: 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.
   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 checkboxes I understand the importance of my recovery key and I've stored my recovery key in a safe place.

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: 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: 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.

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

To help protect your health data, choose 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 minimum 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)

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

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.

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

Related information

HPI Identity Leak Checker

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

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: 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 reset your password without your recovery key because we use end-to-end encryption to keep your account protected and private.

Important: Ensure that you store your recovery key somewhere safe that you can access without your computer or mobile device.

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

• Under the Your recovery key field, tap or click DOWNLOAD RECOVERY KEY.
  A confirmation message is displayed.

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

iOS To save your recovery key:

1. Select the key text – touch and hold.
2. Save the key to a safe place – copy and paste.

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

See What is two-factor authentication?

See Why do you send me SMS codes?

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

To log in to your user account:

1. On the Welcome screen, choose Start now.
2. On the Start screen, choose Log in.
3. Enter your email address and your password.
4. Choose Log in.
5. Optional: We use two-factor authentication. Enter the verification code we sent you by SMS, then choose Confirm.

Web To log out of your account:

1. In the app, go to your Profile.
2. Choose Log out.

You need to request a new password.

Prerequisite: You have access to your personal recovery key.

To request a new password:

1. On the login screen, choose Forgot password.
2. On the Reset your password screen, enter your email address.
3. Enter your personal recovery key.
4. Enter and confirm your new password.

Web To change your email address:

1. In the app, go to your Profile.

2. Choose Account settings,

3. Select your email address and change it.

4. Choose Save changes.

We send a confirmation message to your new email address.

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

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

To change the phone number associated with your user account, please send an email to Customer Care.

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

You can download all data in your user account together in one ZIP file.

To download your data:

1. Go to your Profile .
2. Choose Account settings.
3. Choose My data.
4. Next to Export data, choose the Download button.
5. In the Create and download archive file dialog, choose Download.

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

You delete your data by deleting your user account.

To delete your user account including your data:

See How do I delete my user account?

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

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

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

1. In the app, go to your Profile .

2. Choose Account settings.

3. Next to Delete account, choose the Delete button.

The warning message You will lose access to your user account and all your data is permanently deleted is displayed.

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

Note: Deleting your user account might take several minutes.

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 corresponding information and initiate the next steps to authenticate you.

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

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

If you withdraw your consent, we can no longer process your data. You must delete your account and we ensure that the data is deleted.

To withdraw your consent by deleting your 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?

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

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 screen, choose the Resend SMS button.

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.

The app is available in English and German. The texts in the app are displayed in the language of your browser and operating system.

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

To change the language in the app:

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.

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.

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

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 screen, 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 screen, choose the Log in button.
3. On the login screen, clear the Keep me logged in checkbox.
4. Log in again.

Test result delivery is a fast and efficient way to get your test result sent directly to the app.

• 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:

You're getting tested at the airport after returning from a trip
You just returned from a flight abroad and you're taking a coronavirus test to determine whether you might need to self-quarantine.

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

No, you can take a SARS-CoV-2 test without using our service. But this service makes the test admission process more efficient, helps save resources at the test center, and speeds up communicating the test results to you.

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.

The service is free with no adverts or subscription fees.

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.

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

Prerequisite: Your device meets the software requirements.

Web To start using test result delivery:

• For testing at the airport: app.data4life.care/labres/airport
• For test result delivery for other testing: app.data4life.care/labres

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.

Prerequisite: Your device meets the software requirements.

Web To start using test result delivery:

• For testing at the airport: app.data4life.care/labres/airport

• For test result delivery for other testing: app.data4life.care/labres/screening

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.

See Which information do you save during my registration?

See How do you transmit and store my test information?

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.

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

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

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

To start a test:

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

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

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

3. Choose Done.

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

See What is the test order number and the code?

You can add a label or name to your tests to help you identify them. For example, "trip with grandma, Berlin airport".

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: 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.

Note: For some older tests without results, you can't add a label.

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

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

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 to the app 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.

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

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

The test center tests you 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.

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 took the test
• Test status
• Additional information

For your test

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

For your test result

• Positive
• Negative
• Weak positive
• Invalid

After you've taken the test, you receive your result usually within 48 hours. Result delivery may take longer during busy times.
We send you an email message to let you know about the updated test status.

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.

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.

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.

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

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.

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.

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.

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.

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:

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.

To change your email reminders:

1. In the app, go to your 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.

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 .
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) with an overview of your recorded symptoms from the past 14 is saved on your device.

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

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 along a screenshot.

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

Issues with message delivery can have the following reasons:

Email delivery is slow
Sometimes it takes 5 to 10 minutes until the messages are delivered to your inbox. This sometimes happens for cloud-based email mailbox services.

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.

After you enter an incorrect password 5 times, you must wait for 20 minutes until you can log in again.

This is a setting in the app to help protect your account.

Android / 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

When your test result is ready, the "Right side of assignment cannot be destructed" error message is displayed.

The test result is displayed correctly. You can ignore the error message and work with your result.

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, follow these steps:

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.

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, follow these steps:

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.

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:

• Apple Safari (Mac), Apple Safari (iOS)
• Google Chrome
• Microsoft Edge
• Mozilla Firefox
• Opera

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

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

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

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

• Apple Safari (Mac), Apple Safari (iOS)
• Google Chrome
• Microsoft Edge
• Mozilla Firefox
• Opera

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