FAQs

Using the app

What happens to my information when I delete the app?

Content deleted in My Health Guide goes into the app’s Recycle Bin. Items that were deleted more than 30 days ago can be purged from the Recycle Bin. Once purged, and when the app synchronises with the My Health Guide server, the data is deleted and cannot be restored.

I’ve forgotten my PIN. How do I get back into the app?

If you choose to set the PIN within My health Guide you will be prompted to enter your PIN each time you use the app. If you forget your PIN you can reset it by entering your My Health Guide account password. This is the password you entered when you first set-up the app on your device and created your My Health Guide account.

How do I delete my information when the app is in read only mode?

When the app is in read-only mode you can only un-share your content. You cannot add, edit or delete your content. To do delete content in read-only mode you will need to wipe the My Health data stored on your device in your device’s settings. Please be aware that this will remove everything, including your account details, from My Health Guide. Alternatively, you can renew your subscription to regain full access to My Health Guide at any time.

The app is asking me to re-validate. How do I do that?

My Health Guide needs to re-validate your app user token at least once every 30 days, to ensure your token is still current. To do this, all you need is to connect your Android or Apple device to the Internet and open My Health Guide. The app will re-validate the token every time it opens when you’re connected to the Internet. It’s a good idea to connect to the Internet regularly anyway (at least once a week) in order for My Health Guide to back-up your app data to the server. If you have information you want to share with remote people, or they have messages they’ve sent to you, you’ll only see these when you connect to the Internet and open My health Guide. This enables My Health Guide to synchronise your data. New versions of the app are also regularly released so you need to connect to the App Store to receive those too!

How do I add a document in the iOS version of the app?

To add documents in the iOS version of the app they must be imported as attachments using your email app. Any documents sent as an attachment can be opened and then using the share icon top right, a square with an arrow pointing up from the centre, imported using the option ‘Open in MyHealthGuide’. When selected this will open My Health Guide and automatically copy your chosen document into the documents section. This is due to iOS not having a typical file system where documents can be accessed from. Please see our ‘Adding documents’ how to video.

Audio Visual

The audio quality in audio recordings isn’t as good as the audio in the video recordings (Android)

Video recordings in Android are using Google’s app, whereas the audio recordings use built-in Android features, which don’t provide the same level of audio quality. We are looking at ways to improve this in future versions of the app.

I can’t hear anything using the Text-To-Speech feature

There are a number of reasons why you might not be able to hear anything when you press the icon to speak the text.

  • Firstly, check that the volume is turned-up on the device and is definitely not on mute.
  • Then, check whether Can you hear Text-To-Speech on the tablet outside the app? (Either in another app, or in the browser.)
  • If the problem persists, then get in touch with us.

Change Text-To-Speech voice

In the native Android TTS engine it is possible to switch from male to female voice, however this cannot be done programmatically within the app. It has to be done in the phone Settings.

  1. Launch the “Settings” app
  2. Click “Language & input”
  3. Click “Text-to-speech output”
  4. Click the configure icon next to the preferred engine (usually “Google Text-to-speech engine”)
  5. Click “Install voice data”
  6. Choose “English (United Kingdom)”
  7. Click the download icon next to the appropriate voice (Male or Female)
  8. Once downloaded, pres the Voice set package to ensure the appropriate voice is selected (you can press the arrow to test the voice during selection).

Why do short videos loop on my Android device?

This is a feature of Android’s video player. To prevent this you can:

  • Make sure “Loop video” is unchecked in this app in the top right and this will stop, or
  • Install a different video player and select it when asked

Google Play & Apple iTunes App Stores

Why is there no free trial in iOS?

Good question. Apple only allows apps to offer a free trial if they are newsstand [sic] apps. Other apps, such as My Health Guide, are not allowed to offer free trials.

My device says that the app is not available for download in this Country

My Health Guide is currently available in the UK. If you’re in the UK and see this message, there may be a problem with your Internet connection. Please check that your Internet connection is working fine and try again to download the app from the app store.

Other

What precautions do you take regarding data security?

We take data security very seriously. Maldaba – the software company behind My Health Guide is registered with the Information Commissioner’s Office (ICO). Our registration number is ZA163882. We have UK servers managed by an ISO-certified company. Only Maldaba and our hosting company have access to the My Health Guide servers. Both Maldaba and our hosting company comply with ICO best practice for data access (for example we don’t keep data longer than necessary, we only let specific staff who have a reason/need to access the servers to have the account details, we log access to the servers). Data transmission between the app and the severs is secure, using Secure Socket layer (SSL) certificates to encrypt data in transmission.

You can also read our Privacy Policy.