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Frequently Asked Questions (FAQs) – Wellness Connected

 The Wellness Connected FAQs provide supplemental information beyond the device instruction manuals and provide answers to frequently asked questions.

General Questions:

Where can I find the Instruction Manual for one of these products?

The troubleshoot information within the product's Instruction Manual is outlined a series of steps that can be taken to diagnose the problem and provide a quick solution in most cases. The Instruction Manual can be downloaded from its product detail page on the website or in the Medical Resource Center under the Support tab on the website.

My device doesn’t work, how can I check to see if it’s functioning properly?

The Troubleshoot information within the product's Instruction Manual is outlined a series of steps that can be taken to diagnose the problem and provide a quick solution in most cases. The Instruction Manual can be downloaded from its product detail page on the website or in the Medical Resource Center under the Support tab on the website.

 

I purchased two or more separate products each with an ActiLink USB Transceiver. Do I need all of these?

Only new generation XL-20 devices will come with an ActiLink. One ActiLink can be used for all Wellness Connected devices no matter which user or account the device is registered for. When you first set up the Wellness Connected application, you can use any ActiLink on the registration page. If an ActiLink has already been registered the application will not request another, even with a new user account registration. It is recommend that you keep your extra ActiLinks. If you damage one ActiLink or lose it, simply plug in another ActiLink. There is no need to register the new link.

 

Wellness Connected Online Service

I am looking at my Wellness Connected Online Service Account and taking measurements, why can’t I see the new data appear?

New data is displayed on Wellness Connected only when the page is refreshed. Data is updated after a reading is taken on the scale or blood pressure monitor. The activity monitor uploads data every 20 minutes or whenever 200 continuous steps are recorded.

 

Why does my last offload appear as “---“?

The last offload is only for the currently registered device. If you do have not yet registered a device, or have removed a registered device, the last offload time will appear as “---“.

Where can I get support for Wellness Connected?

You can email Wellness Connected Customer Service Support at support@lifesourceonline.com. You can also request help through the support tab on WellnessConnected.com

 

Wireless Blood Pressure Monitor (model UA-851THW / UA-851TMW / UA-851THX)

Where can I find the Instruction Manual for this product?

The Instruction Manual for all Wellness Connected products can be downloaded from their product detail page on the website or in the Medical Resource Center under the Support tab on the website.

 

My device doesn’t work, how can I check to see if it’s functioning properly?

The Troubleshoot information within the product's Instruction Manual is outlined a series of steps that can be taken to diagnose the problem and provide a quick solution in most cases. The Instruction Manual can be downloaded from its product detail page on the website or in the Medical Resource Center under the Support tab on the website.

 

When does the device offload data to my account?

New data is displayed on Wellness Connected only when the page is refreshed. Data is updated after each reading is taken.

 

Wireless Precision Scale (model UC-324THW / UC-324TMW / UC-324THX)

Where can I find the Instruction Manual for this product?

The Instruction Manual for all Wellness Connected products can be downloaded from their product detail page on the website or in the Medical Resource Center under the Support tab on the website.

 

My device doesn’t work, how can I check to see if it’s functioning properly?

The Troubleshoot information within the product's Instruction Manual is outlined a series of steps that can be taken to diagnose the problem and provide a quick solution in most cases. The Instruction Manual can be downloaded from its product detail page on the website or in the Medical Resource Center under the Support tab on the website.

 

When does the device offload data to my account?

New data is displayed on Wellness Connected only when the page is refreshed. Data is updated after each reading is taken.

 

How do I switch between pounds (lb) and kilogram (kg) units?

The scale has a selector located on the underside of the display. The selector is a single gray button and switches between the lb mode and kg mode. Changing the units on the scale does not affect the units on Wellness Connected. If your scale is set to lb mode and your application to kg mode, your scale will display in lb and your application will display in kg.

 

Wireless Activity Monitor (model XL-20)

How is the Activity Monitor different than a pedometer?

Most pedometers work by using a simple pendulum method of counting steps. Any slight undulation will cause the pendulum to swing and count a step. Because of this, most pedometers are very inaccurate and can easily mistake small movements as steps. The ActiPed works by measuring foot contact time with the ground. The ActiPed uses a patented method to measure the amount of time the foot is making contact with the ground, from when the foot strikes the ground to when it lifts off. With some complex algorithms the ActiPed can determine distance, calorie burn, activity time, and of course it can count the number of steps. Shaking the ActiPed will not fool the device, unlike most pedometers.

 

How do I properly wear the activity monitor?

The activity monitor must be:

• TOP-MOUNTED (Can be worn on the side of the footwear but may not produce the best results.)
• FLAT against the shoe.
• SNUG (Should not move freely on the shoe.)

Put the activity monitor on desired footwear prior to wearing so you can quickly and easily move it to any shoe.

• If using lace shoes: place clip under as many laces as possible and towards the lower portion of your footwear. We recommend at least two points where the laces cross for best results.
• Mount the clip with the OPEN END pointing down TOWARDS the TOE.

 

What type of footwear is best suited for the Activity Monitor?

The ActiPed can be used on all different types of shoes and sneakers. The main idea is to be sure that the ActiPed is mounted snug in the proper position - Flat on the top of the foot. Additionally, make sure that the open part of the clip is facing down towards the toes. Note: Boots without straps and laces are tricky. Currently we recommend that you wear the ActiPed mounted on the top part/opening of the boot. As a word of caution, the ActiPed may capture only about 75% of steps when worn completely perpendicular to the ground.

 

Will the Activity Monitor work on a bike/elliptical machine/stair climber?

The ActiPed will capture activity time with great accuracy, however it may not capture steps or miles during these activities as they do not induce individual foot strikes, as do walking and running. Aerobic activity, from elliptical machines, bikes or stair climbers, is captured by the ActiPed as continuous activity with extremely low step counts and offloaded to the Wellness Connected database as such.

 

If I go on vacation, will the Activity Monitor capture my activity even though I’m far away from my computer for weeks?

Yes, the ActiPed has a good memory. It will remember and store all of your activity data on average for 21 days depending on how active you are. A very active person’s ActiPed may hold closer to 14 days worth of activity information. With a less active person the ActiPed will hold closer to 30 days worth of activity information. If for some reason you go longer than 30 days without offloading your activity information, the ActiPed will overwrite the new activity information over the old, starting with the oldest day of recorded information.

 

Is the Activity Monitor’s battery replaceable?

The battery in the new generation XL-20 devices is replaceable. Its expected lifetime is approximately 12 months for a moderately active person. Battery life can be observed through the Wellness Connected Online Service. See your Instruction Manual on how to change your device battery.

 

Is the Activity Monitor water resistant?

The ActiPed device is designed to be water resistant and water proof, up to three feet. They can withstand splashing and puddles, or even walking on the beach.

 

How do I cancel my Wellness Connected Online Service subscription?

To cancel your membership subscription to Wellness Connected Online, please click here: http://www.andonline.com/medical/wellness_connected/cancel_subscription.php

Notes regarding your Wellness Connected Online Service: Your payment method will be charged (on a recurring basis at your selected subscription rate) until you cancel your subscription. Your subscription will be cancelled at the end of the billing cycle that you are in based upon your membership activation date.

From time to time, we may offer different subscriptions terms, and the fees for such subscriptions may vary. Only credit cards are eligible for payment of your Wellness Connected Online Service subscription. The Wellness Connected Online Service subscription fee is non-refundable except as expressly set forth below. Taxes may apply on either or both of the subscription fees.

UNLESS YOU NOTIFY US 15 BUSINESS DAYS BEFORE THE END OF YOUR BILLING CYCLE OF YOUR SUBSCRIPTION RENEWAL THAT YOU WANT TO CANCEL OR DO NOT WANT TO AUTO RENEW, YOU UNDERSTAND YOUR WELLNESS CONNECTED ONLINE SERVICE WILL AUTOMATICALLY RENEW AND YOU AUTHORIZE US (WITHOUT NOTICE TO YOU) TO COLLECT THE THEN-APPLICABLE ANNUAL MEMBERSHIP FEE AND ANY TAXES, USING ANY CREDIT CARD WE HAVE ON RECORD FOR YOU.

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