Frequently Asked Questions on Using MedM Health Diary App and Portal

To quickly navigate our frequently asked questions page and find the answers you need - please use the links below. If you still require assistance after consulting this FAQ, please reach out to us at support@medm.com.

Table of Contents

MedM Health Diary App User Manual

You could find very useful to read MedM Healh Diary app user manual where we reveal the app functionality in detail. Current document corresponds to app version 3.0.391

How to Manage MedM Premium?

What is MedM Premium

MedM offers two membership types: Basic and Premium.

Users with Basic membership have access to basic features for free:

With the introduction of MedM Premium we are shifting focus from simply being a great health logbook to becoming a sophisticated family health & wellness management tool that enhances collaboration between the monitored individual and their support group. MedM Premium members can:

All registered users get access to Basic features by default.

How to get MedM Premium

MedM Premium features are available only for registered users and are not accessible to those who use the app without registration. If you subscribe for the first time - you will be given a trial period.

To get access to MedM Premium features user needs to buy a subscription or make a one-time purchase.

A subscription is a recurring payment that grants access to app features or services for a specified period (e.g., weekly, monthly, or yearly). Subscriptions renew automatically unless canceled by the user.

A one-time purchase is a single payment that provides access to specific features or services within the app for a fixed time interval (e.g., one week, one month, one year). It does not renew automatically, and no recurring payments are required.

How to Get MedM Premium in App Store or Google Play

  1. Sign into your MedM account in the MedM app
  2. Open the app menu
  3. Select the Account menu item
  4. Select Membership
  5. Tap the button at the bottom of the screen
  6. Select a plan
  7. Confirm payment with your Google Play account or Apple ID

How to Get MedM Premium on MedM Health Portal

  1. Sign into your MedM account on the MedM Health Portal
  2. In the upper toolbar click Try Premium/Buy Premium
  3. Select the Subscription Plan and confirm the purchase in Stripe
  4. Once activated, your subscription can be viewed in the “Account” menu, located in the top right corner of the portal

Billing is Unavailable (in Google Play Store)

Billing may be unavailable to users for one of the following reasons:

  1. the MedM app needs to be updated
  2. the user is located in an unsupported country
  3. purchases may be disabled for enterprise users (by the administrator)
  4. Google Play may be unable to charge the provided payment method

Please check your payment settings and try again. See this Android Developers resource for more info.

If you require assistance, please reach out to us at support@medm.com.

How to Cancel MedM Premium Subscription

Once the subscription is activated - it will be automatically renewed each month or year (depending on your subscription plan). If you no longer wish to use the MedM Premium subscription - you will need to cancel it. The subscription plan can be renewed at any time.

How to Cancel MedM Premium in Google Play

  1. Open Google Play
  2. Tap on the user icon in the top right corner of the screen
  3. Select Payment and subscriptions
  4. Select Subscriptions
  5. Select MedM Health app
  6. Cancel subscription

How to Cancel MedM Premium in App Store

  1. Open Settings
  2. Select Apple ID
  3. On iPhones and iPads Select Subscriptions. On Macs first select Media & Purchases and then select Subscriptions
  4. Select MedM Health app
  5. Cancel subscription

How to Cancel MedM Premium on MedM Health Portal

  1. Sign into your MedM account on the MedM Health Portal
  2. In the upper right corner click on the User Icon (your account)
  3. Select Membership (Subscription) from the dropdown menu
  4. If you have an active subscription - click Cancel
  5. If you bought the subscription via Apple Store or Google Play - you will be redirected to cancel your subscription there

How to Cancel MedM Premium in Stripe

Please use the link to cancel the subscribtion directly in Stripe

Why Does the App Ask for My Location?

On Android 11 and lower, the location permission is required by the system in order to perform Bluetooth scans. Starting with Android 12 the location permission is no longer required, since specific permissions for Bluetooth scan and Bluetooth connect are used instead. The source can be found here. MedM does not collect or use user location data for any purpose.

How to Change My Password

Changing you password is not possible from MedM mobile apps. You can only do that from MedM Health Portal. Follow the steps below:

  1. Login to Health portal
  2. Tap the User name at top-right of the page and choose Change Password
  3. Set Current password and new one and click Change Password

How to Recover My Password

Use the link to recover your password

How to Change My Email Address

Follow these simple steps to update your email address in the app:

  1. Open the app menu and select Account
  2. Tap the Edit button next to the email address field
  3. Enter your MedM password when prompted
  4. Type in your new email address and tap the Save button
  5. Check your new email inbox for a message with a verification code
  6. Enter the code in the app to complete the process

Forgot your MedM password? Use the link to reset it.

No longer have access to your old email? If you can't access your old email to recover your password, please reach out to our support team at Support@medm.com.

How to Pair My Monitor?

How to Pair a Monitoring Device with MedM App:

  1. Put your monitoring device into Bluetooth pairing mode. For many models, this can be done by making a new measurement. If this method does not work, refer to the device’s user manual for specific instructions.
  2. In the app select the "Devices" tab, tap the "+" sign to activate the discovery process and keep the app running
  3. Once the app discovers the monitor - select it, configure settings, and tap "Add to My Devices"
  4. Make another measurement on the monitor to collect new data in the app

Please keep in mind that these instructions are valid for many, but not all health monitoring devices.

Why Can’t I Pair My Monitor?

As a qucik fix, try the following steps:

  1. Forget your meter from the system Bluetooth settings if it is bonded there
  2. Turn on the airplane mode on your smartphone for several seconds (It's necessary to reset the Bluetooth)
  3. Restart the app
  4. In the app select Devices and tap the Plus button to start Bluetooth discovery
  5. Turn on pairing mode on your medical device (read your medical device user manual)
  6. Once your device is discovered by the app configure device settings and tap Add to My Devices
  7. Upon succesfull pairing the corresponding popup should appear

If it doesn't help please contact us at support@medm.com, specify app version, model of your medical device, your smartphone model and its OS version

Why Can’t I Import Data From My Monitor?

As a qucik fix, try the following steps:

  1. Unpair your device from the app
  2. Forget your meter from the system Bluetooth settings if it is bonded there
  3. Turn on the airplane mode on your smartphone for several seconds (It's necessary to reset the Bluetooth)
  4. Restart the app
  5. In the app select Devices and tap the Plus button to start Bluetooth discovery
  6. Turn on pairing mode on your medical device (read your medical device user manual)
  7. Once your device is discovered by the app configure device settings and tap Add to My Devices
  8. Upon succesfull pairing the corresponding popup should appear
  9. Make a new measurement and try to collect data

If it doesn't help please contact us at support@medm.com, specify app version, model of your medical device, your smartphone model and its OS version

How to Backup and Restore My Data

If you are a registered user your app data is permanently synced with MedM Health Portal and safety stored there. If you delete and reinstall the app, or migrate the app to a new mobile device, your app data will be downloaded from MedM Health Portal once you install the app and sign into your MedM account

If you use the app without registration, the app data is stored locally, only on your mobile device. To prevent losing your app data forever after you accidentally delete the app, your mobile device is lost or broken, we highly recommend to periodically make system backup. Please note that lost data may be restored only from the last system backup. iOS users can read the official source how to make backup and how to make restore; Android users can read the official source here

How to Migrate from Google Fit to Google Health Connect

According to Google the Google Fit Android API has been deprecated as of May 11, 2022 and will no longer be accessible by the end of 2024. For all MedM users who have been using the data sync with Google Fit, we recommend to first migrate their data from Google Fit to Health Connect, and then switch their MedM app data sync from Google Fit to Health Connect. Here is how to achieve this:

  1. Download Health Connect app from the Google Play Store on your Android phone
  2. For quick access to Health Connect app, add it to System App Bar that is open by swiping from top to down on Android devices
  3. Open Health Connect app and select App permissions
  4. Select Fit and choose data you want to read or write to Health Connect and tap Allow
  5. open MedM app menu -> select Data Sync -> select Health Connect -> tap the Down Arrows next to the preferred data types>
  6. You'll be redirected to Health Connect's app access screen to allow permissions for MedM app -> choose data you want to read or write and tap Allow

Please note that data syncing with Health Connect app is a premium feature that is only available to registered users with an active MedM subscription

How to Use Health Connect to Sync Data Between MedM and Google Fit, Fitbit, Samsung Health, Oura, Withings Health Mate, Dexcom, and Other Apps

Health Connect, developed by Google, centralizes health and fitness data from multiple apps. With Health Connect, users can sync data collected from apps and devices like Fitbit, Oura Ring, Samsung Health, Withings, and Dexcom with their personal MedM health record

Steps to Sync MedM Health with any app via Health Connect:

  1. Download the Health Connect app from the Google Play Store
  2. Open Health Connect and adjust the app permissions for data syncing
  3. Activate data sync with Health Connect in the source app
  4. In the MedM Health Diary app, go to Menu → Data Sync → Health Connect, and select the data types to export or import

This will ensure smooth data flow between supported apps. Please note that syncing data with Health Connect in MedM Health Diary requires a MedM Premium Membership

How to Import Data from My Apple Watch

  1. Sync data from Apple Watch to Apple Health app
  2. Sync data from Apple Health app to MedM Health Diary app: open MedM app menu -> select Data Sync -> select Apple Health -> tap the Down Arrows next to the preferred data types.

Please note that data syncing with Apple Health app is a premium feature that is only available to registered users with an active MedM Premium Membership

How to Import Data from Dexcom

For iOS users, data from Dexcom can be imported to MedM app transitively via Apple Health app:

  1. Export data from the Dexcom app to Apple Health: in the Dexcom app open settings -> turn on the Use Apple Health setting
  2. From the MedM app menu select Data Sync -> select Apple Health -> select Blood Glucose data type for import

For Android users, data from Dexcom can be imported to MedM app transitively via Google Health Connect app:

  1. Export data from the Dexcom app to Health Connect: in the Dexcom app open settings -> turn on the Use Health Connect setting
  2. From the MedM app menu select Data Sync -> select Health Connect -> select Blood Glucose data type for import

Please note that syncing data with Apple Health and Health Connect in the MedM app requires a MedM Premium Membership

How to Import Data from Samsung Health to MedM Health, Apple Health and Health Connect

For iPhone users data from Samsung Health can be imported to MedM Health and Apple Health via an Android smartphone:

  1. Sync data from Samsung Health to Health Connect: on your Android phone, download Health Connect from Google Play Store -> Open Samsung Health -> Tap the three-dot main menu icon in the upper-right corner -> Select Settings -> Tap Health Connect -> Set permissions for data types that you want to sync with Health Connect
  2. Sync data from Health Connect to MedM Health: open MedM app menu -> select Data Sync -> select Health Connect -> and then select the data types to import (down arrows)
  3. Sync data from MedM Health to Apple Health: on your iPhone sign into MedM Health with the same MedM Account -> select Data Sync -> select Apple Health -> and then select the data types to export (up arrows)

For Android users data from the Samsung Health app can be imported to Health Connect and MedM Health:

  1. Sync data from Samsung Health to Health Connect: on your Android phone, download Health Connect from Google Play Store -> Open Samsung Health -> Tap the three-dot main menu icon in the upper-right corner -> Select Settings -> Tap Health Connect -> Set permissions for data types that you want to sync with Health Connect
  2. Sync data from the Health Connect app with your personal health record in MedM Health Diary: open MedM app menu -> select Data Sync -> select Health Connect -> and then select the data types to sync. This will ensure smooth data flow between Samsung Health and your MedM app

Please note that syncing data with Apple Health in MedM Health Diary requires a MedM Premium Membership

How to Import Data from My Garmin Device

  1. First sync your data from your Garmin device to Garmin Connect app
  2. Sync data from Garmin Connect app to MedM Health Diary app: open MedM app menu -> select Data Sync -> select Garmin Connect. Please note that data syncing with Garmin Connect app is a premium feature that is only available to registered users with an active MedM Premium Membership

How Does Background Data Collection Work in the App?

The app is designed to prioritize user privacy and device performance by only activating background data collection when necessary. It does not run constantly in the background, which helps conserve battery and reduce data usage. The app’s background activity is only triggered under specific conditions—primarily when a Bluetooth device becomes available and connects to the app. This means that the app "wakes up" only when there is a relevant event. Users can control this feature through the "Receive data in background" app setting, separately for each paired device that supports background data collection.

How to Export a PDF Report

  1. Open the app menu and select the About item
  2. Tap on the MedM Health Cloud button. This will automatically sign you in to your MedM account on the MedM Health Web Portal
  3. In the MedM Health Web Portal, navigate to the Reports section from the menu
  4. Click the Generate New Report button
  5. Choose the desired time period, data type, and PDF format. Then, click the Order Report button
  6. Once the report is generated, the Download button will appear. Tap on it to download your report
  7. After downloading the archived PDF file, extract it, and you can now view your report

How to Delete a Measurement

  1. Open the measurement history, select a measurement to open its details
  2. Tap the "Bin" icon in the top right corner of the screen
  3. Confirm deleting the measurement

How to Delete My Account

  1. Open the app menu, select the very top menu (Account) item and select Delete Account from the list
  2. If you are sure to delete your account, enter the PIN-code provided on the app screen and tap Delete Account