Bearable

Archives: Support

Not receiving notifications / reminders

We understand that some of you are having issues receiving our notifications. Either:

    1. You are not receiving the reminders you set up at all.
    2. Or you only receive reminders when you open the app, at which point they all come flooding in at once.

If you experience problems with push notifications, the reason usually lies in restrictions imposed by the device maker.

Some things that might help you to resolve this.

    • Check that Alarms & Reminders are enabled (this is separate to Notifications settings)
    • Check that you don’t have Do Not Disturb or Bedtime mode turned on.
    • Check that Battery Saver mode is not active.
    • Make sure Bearable is running on the latest version.
    • Make sure your phone’s System doesn’t need updating.
    • Check your Mobile Data Usage settings.
    • Check that you have ‘alarms & reminders’ permissions enabled in your device’s settings app

For more tips like these and for advice on how to solve them, take a quick look at this article about other things that might be affecting how you receive reminders and notifications.

👋 Still have questions?

Let us know by contacting support@bearable.app and a member of the Bearable team can help you with anything you need.

How to prevent crashing, lagging, and freezing

1. Give the app a fresh start

Force‑quit Bearable and Re‑open the app and see if the issues continue.

    • iOS – swipe up from the bottom and flick the Bearable card away.

    • Android – open the Recents view and swipe Bearable off the screen.

2. Update everything

    • Update Bearable in the App Store / Google Play.

    • Update your OS via your device’s Settings app.

    • Restart your phone to clear any lingering memory issues.

    • Uninstall and reinstall Bearable to re-enable your permissions (this won’t delete your data, just make sure to sign back into Bearable using the same sign in method and account email address as when you signed up).

3. Free up space

If your device is low on storage, Bearable can crash/lag/freeze as it tries to write data.

    • iOS. Go to Settings > General > iPhone Storage.
    • Android. Open the Files app, tap the menu icon, and then tap Clean to view your options.

4. If you’re still experiencing issues

Take the following steps to see if you can pinpoint the cause of the issue:

    1. Pause any data you sync with Bearable e.g. from Google Health Connect or Apple Health.
    2. Open the Settings screen in Bearable, tap Diagnostics, then tap Clear event queue, and then restart Bearable.
    3. Temporarily hide some of your Symptom and Factor groups.

Then get in touch with us at support@bearable.app and let us know:

    • What you’ve already tried to fix the issue
    • Whether you found any potential causes
    • When you noticed the issue began

👋 Still have questions?

Let us know by contacting support@bearable.app and a member of the Bearable team can help you with anything you need.

I’ve lost my data.

Your data is encrypted and backed up on our Google Cloud servers in the EU. If your data has been lost, we should be able to restore this for you. However, before you get in touch there are some things you’ll need to confirm first.

Have you signed in using the wrong email address and/or sign in method?

The most common cause of ‘lost data’ is that someone has attempted to log into their Bearable account using the wrong sign in method (email, google, apple, or facebook) or the wrong email address. As a result, they’re shown a bank home screen.

After attempting to log in, If you’re shown privacy policy, or onboarding questions such as ‘which conditions do you live with’, then you’ve accidentally created a new account rather than logging into an existing account. 

If you’re shown onboarding screens, please close Bearable and contact support@bearable.app instead. We’ll be able to help you identify the correct email address and sign in method.

Does logging in and out of your account solve restore your data?

We recently introduced a feature that forces Bearable to restore data from your encrypted backup file each time you log out, close, re-open, and sign back into Bearable.

If neither of these options restores your data…

If you’re logged into the correct account and restarting Bearable doesn’t restore your data, then please contact us at support@bearable.app  so that we can restore your data for you manually.

👋 Still have questions?

Let us know by contacting support@bearable.app and a member of the Bearable team can help you with anything you need.

Syncing not working correctly

If you’re using a 3rd party app or wearable device, first check that the data is syncing correctly with Apple Health or Google Health Connect. If the data in the Apple Health or Health Connect app on your device doesn’t match the source, this is likely the cause of the problem and you’ll need to double check all of your permissions in your device’s settings app and then, if still not resolved, contact the Apple or Google support team for help with this.

If you’re syncing metrics directly from Apple Health or Health Connect, check that your permissions are all enabled (including alarms & reminders) by:

    1. Opening the settings app on your device
    2. Searching for / locating Bearable
    3. Enabling permissions, notifications, and alarms & reminders

If permissions are already correctly enabled, please uninstall and reinstall Bearable so as to be able to re-establish the sync between apps from scratch. Typically, once you reinstall Bearable, you’ll be shown a screen that allows you to select where to sync data from, check that this is the correct source i.e. the Apple Health or Health Connect account that you collect data in.

Note. Before uninstalling, make a note of the account email address and sign in method that you used to create your account. You’ll need this info to be able to log back into your Bearable account when you reinstall the app.

If your permissions are enabled and reinstalling the app to restart your permissions doesn’t work, please get in touch with support@bearable.app so that our team can take a look into fixing this for you.

Note. If you’re a Fitbit app user and you’re using a VPN on your device, this is likely to prevent syncing from working. You can confirm this by temporarily pausing the VPN on your device. This appears to be an ongoing bug in the way that Fitbit syncs data with other apps. Please contact their support team about this issue.

👋 Still have questions?

Let us know by contacting support@bearable.app and a member of the Bearable team can help you with anything you need.

What happens to Factors that I leave blank?

If you’re using variable Factors (little, moderate, a lot), then you have the option to mark Factors as none (didn’t happen) or leave them blank (excluded from the data for correlations). 

However, for binary Factors (yes/no), then days left blank are assumed to be “no” i.e. the factor didn’t happen as opposed to being blank. That is, blank binary Factors are included in the data for correlations as ‘didn’t happen’. 

We do have plans to update this to include the option to mark binary Factors as blank, so hopefully, you’ll see this in an update to Bearable soon.

👋 Still have questions?

Let us know by contacting support@bearable.app and a member of the Bearable team can help you with anything you need.

What happens when I mark ‘day complete’?

The “day complete” tool is intended to help distinguish between missing data on incomplete days and purposefully blank data, because you didn’t have those symptoms or mark those factors.

Currently, this is not applied to insights. However, we’re due to work on a feature soon which will let you filter certain days from insights (eg when you were sick, travelling, or your days were not marked complete)

Day Complete is still a relatively new feature, and we’re working on ways to improve how it helps you to identify trends and insights, as well as ways it can help us to improve the overall quality of your insights across the app.

👋 Still have questions?

Let us know by contacting support@bearable.app and a member of the Bearable team can help you with anything you need.

Can you see what I enter into the app?

No. The data you enter into Bearable is private and encrypted on your device before it’s backed up on our Google Cloud servers in the EU.

Even within our analytics platforms, we can only see that a person has made an entry and we can view the type of entry e.g. ‘symptom’, ‘mood’, or ‘energy’, but we cannot see what these symptoms are, what score or rating you’ve selected, or any of your notes or reports. We don’t share your email address or any other PII with these platforms, and so even these types of entries cannot be attributed directly back to you within these platforms.

In the rare case that we need to investigate a bug in the app, we may request access to view your account. You always have the right to say no to this request, and we’ll never pressure you for consent. Even with your consent, we only view the required data to investigate the bug. 

Your privacy is the highest priority to us, and we’re constantly looking for new ways to improve your data privacy even more than we currently do. If you have any requests or suggestions, please always feel free to get in touch with us at support@bearable.app about this.

Don’t forget that as a UK company:

    • We’re not required to have to comply with US criminal subpoenas requesting disclosure of data.

    • We’re compliant with GDRP, and this means that you can delete your account and data from within the app at any time.

If you’d like to learn more about how we protect your data rights and privacy, you can take a look at our privacy policy here: https://bearable.app/privacy-policy/

👋 Still have questions?

Let us know by contacting support@bearable.app and a member of the Bearable team can help you with anything you need.

Why do I need to create an account?

Currently, we require you to create an account so that we can do the following things:

    1. Restore your data in a rare case of data loss
    2. Allow you to change or update your email address
    3. Allow you to change the device you use to access your Bearable account

If you have concerns about data privacy, you can view our privacy policy, which outlines all of the ways in which we protect you and your data. This includes the fact that we don’t sell data and are not required to comply with US criminal subpoenas for the disclosure of data.

https://bearable.app/privacy-policy/

Note. Many Bearable community members use ‘burner’ or ‘throwaway’ accounts, and we have no problem with you doing the same.

👋 Still have questions?

Let us know by contacting support@bearable.app and a member of the Bearable team can help you with anything you need.