Frequently Asked Questions

Got A Question?
Here’s an Answer!

Frequently Asked Questions (FAQ’s)

Got A Question?
Here’s an Answer!

There are many ways to reach us. Go on, choose your preferred method.

Wellness Plus – FAQ’s

Admin Dashboard

“A care team account is created by an administrator using your email and phone number.
You will receive an email with a temporary password to complete your login and have access to the dashboard”

OTP is one-time-password which is needed for access to the dashboard. An OTP will be sent to your registered mobile number when you log in.

Patients are assigned to their respective care team members by an administrator once they have completed their onboarding process. You will then be able to view those patients assigned to you.

You can only schedule 2 exercises daily; 1 in the morning and 1 in the afternoon.

The message will go to our 24/7 monitoring and escalation team before being forwarded to the respective care team members. This is to reduce occurrences of false entries.

There is no limit to the number of medications that can be scheduled for patients. Medications scheduled should be based on the prescriptions given to patients and after patients have been advised on the dosing regimen, possible drug interactions and side effects. Patients are required to review and accept the medications before they are being added to their medication schedule.

The patient will need to click the “Submit” button to accept the respective schedules set by the clinician.

In the Patient overview page you can select the patients that you want to send a message to and scroll to the bottom of the page to see the broadcast message feature

Support Team Dashboard

In the “Patients” panel, you will be able to see an overview of all the patients under you. Users are arranged by alert level severity, with the users displaying the highest alert type at the top of the list.

Each user has their own detailed page that you can view to see details on a more individual level. Features such as geolocation, medication adherence and schedule would be under the individual patient page.

The Key Parameter column displays a summary of the patient’s health condition and improvement. You can view the details of the patient’s self-reported conditions by hovering your cursor over the dot.

Different colours of the numbers will help you to identify if the numbers are within/outside the normal range; green being within the normal range, red being outside the normal range.

Different direction of the arrows will help you to identify if the condition is in a good trend or bad trend. Arrow pointing up shows improving condition, arrow pointing down shows worsening condition.

The Overall Compliance column displays a summary of the patient’s daily schedule adherence. You can view the detailed schedule of the patient by hovering your cursor over the dot.

Different colours of the numbers will help you to identify if the percentage is in a good or bad range. Green being range of 61%-100%, yellow being 41%-60%, orange being 21%-40%, red being 0%-20%.

In the Patient overview page you can select the patients that you want to send a message to and scroll to the bottom of the page to see the broadcast message feature

The watch icon next to a metric represents data that is collected from the patient’s Fitbit device.

Clicking the box icon in the right hand corner of a metric will expand the metric to provide more detailed information.

The Wellness Score has been designed to be used as a motivational tool to improve one’s health and wellness. It also serves as an alert, highlighting any health issues.

The wellness data is retrieved from the activities recorded via the Fitbit device and the information the patient enters from their schedule screen.

Each sector on the chart represents one parameter that contributes to the Wellness Score. The colours marked on the sectors will help you identify the parameters that need to be addressed on priority. They range from orange being critical, to green reflecting good condition.

Yes, The ranges set by default are reference ranges used as an general marker. Depending on the patient, you can adjust the target values.

In the Analysis section, click the three dots on the right hand side of the wellness score to edit targets, the targets page will open and you can adjust the value for individual metrics.

Based on the day’s overview and the analysis report, you can administer a schedule for the user.

Apart from medication, the schedule also allows you to set reminders for staying hydrated, reporting symptoms at specific times per day, or to exercise and rest.

These reminders are set in place to help nudge the user to perform the required logs. These logs will help the user better track the development of their symptoms and help you better understand how they are progressing in their recovery.

Yes, you can upload documents for the patient and allow them to view the documents through the application. The patients can also upload documents for your review and storage.

On the right side of the dashboard, there is a refresh icon. Please click this button to refresh the dashboard and refresh the data shown.

Please avoid using the browser refresh button as this can cause the dashboard to log you out of your account.

Mobile App

We require your Fitbit ID and authorization in order to sync your fitbit wearable data with our dashboard and application to provide a complete and centralized experience through our platform.

As long as you have data services available, it will take only a few seconds to sync your data to your Fitbit app.

It takes 15 minutes to update the ConnectedLife app with the latest Fitbit data

Yes, syncing daily allows for the platform to provide you with up-to-date scores and information for yourself and your care team.

Yes, syncing daily allows for the platform to provide you with up-to-date scores and information for yourself and your care team.

Please follow the instructions below to reestablish your connection to the Fitbit app

*Step by Step Instructions on how to Log Out/In of the ConnectedCare app*

1) Click into the ConnectedCare App.
2) Select “Profile” located at the bottom right-hand corner.
3) Select “Logout” located at the bottom of the screen.
4) Click “Logout”.
5) Click “Log in” at the bottom of the screen.
6) Click “Continue” to allow login
7) Enter your “login credentials” email address and password.
8) Check “Allow All” data to be collected/shared with Fitbit (Only Specific Phone models might have this step) & Click “Allow”
8) Login successful.
9) Click “Agree & Continue” (Only Specific Phone models might have this step)


There is a feature within the app that uses background location consistently, I believe that this is the reason that the app is consistently running. This feature is a specific feature for cohorts under quarantine (a COVID quarantine usage for example) or patients with dementia. The feature is used to geofence users and alert their care teams when they stray out of geofenced locations.
To switch off the location features please follow these steps:
ConnectedLife App
Go to Profile
Select My Profile
Switch off Geolocation Address
Switch off share your location

iPhone Settings
Location Services
CL ConnectedCare
Select Never

Restart the app.
Close the app and remove from background running.

The ConnectedLife app is available for download from Apple iTunes and Android Google Play Store.

You can contact or 9145 1576 to request access to your personal data. You are required to submit evidence of your identity for verification purposes before the request can be processed.

We reserve the right to refuse to provide you access to the personal data in the case of exceptions as stated in the Fifth Schedule of the PDPA.

The Wellness Score, calculated using scientifically validated hazard ratios and established risk factors, utilizes Fitbit data, self-logged metrics, inputs from vital signs monitoring and AI tools to provide details of an individual’s health and wellness aspects.

A message is available together with the Wellness Score to let you know how you fare as compared to others in the same demographic group as yours. Should your Wellness Score deviate substantially from those in your demographic group, you will be alerted by this message.

It is updated as soon as data is synced.

Please ensure your fitbit data has been synced.

It will be uploaded as soon as the data is synced again.

It can be the team of administrators (or clinicians) monitoring the overall population health and responsible for assigning challenges to the participants.

You can see from your Wellness Score and how it differs from those in the same demographic group as you. You can view what the negative contributors to your score are and find out more there.

No you can only have one device synced to your account at one time.

Yes, your data is protected.

Data from your fitbit device and any manually input data is collected through the platform. A full list of data points collected can be requested by emailing
Any data collected requires your consent and approval before any data collection occurs. This occurs during the onboarding of the program.
ConnectedLife Health is a DPTM certified company that ensures that all data is kept secure and managed with the strictest confidence. There are technical components such as data encryption and secure storage as well as access controls to ensure that data remains secure at all times.
Data in your app is only identifiable to you and your registered Care team member. You can at any time revoke access or request for a removal of your data from our systems by contacting us at
Your data is only shared with your Registered care team member and with service providers to provide tools such as billing and maintenance. Your data may be used in an anonymised fashion to generate population metrics and trends.

If you already own a Fitbit watch you can simply download the Wellness Plus application and log in with your Fitbit account. After you authorize the Wellness Plus application to pull your fitbit data, the connection will be established automatically.

If you purchase a new Fitbit watch, please pair and connect your new watch to your Fitbit account, Doing so will link your Fitbit watch to the Program as the connection has already been established
If you purchase a new Phone, please ensure you download the Fitbit application and the ConnectedCare application and go through the login process as before. Your data and accounts are already active and just require you to log back into the application.