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

How to Manage MedM Premium?

What MedM plans are available?

MedM offers two plans: Basic and Premium.

What features are included in MedM Basic?

All users get access to Basic features by default:

What features are included in MedM Premium?

MedM Premium expands the app from a personal logbook to a comprehensive family health & wellness management tool.

Premium features fall into two groups:

Features available to all Premium users (registered and guest):

Features that require Premium + registration:

How to become a MedM Premium Member?

Premium access is available to both registered and guest users. However, full Premium functionality requires registration.

There are three ways to access Premium:

1. Subscription.

A recurring payment that grants Premium access for a selected period (e.g., monthly, yearly). Subscriptions renew automatically unless canceled.

2. One-time purchase.

A single payment providing Premium access for a fixed time period (e.g., one month, 3 months, one year). It does not renew automatically and does not involve recurring charges.

3. Gift Certificate.

A one-time purchase providing Premium access for a fixed time period when redeemed. Gift Certificates do not renew automatically and are available only for fixed-term access.

How to Get MedM Premium via the App Store or Google Play?

  1. Open the app menu.
  2. Select Try Premium.
  3. Tap Continue to open the Select Plan screen.
  4. Choose a plan.
  5. Confirm the payment using your Google Play account or Apple ID.

How to Get MedM Premium on the MedM Health Portal?

  1. Sign in to the MedM Health Portal.
  2. Click Try Premium in the top toolbar.
  3. Select a plan and confirm the purchase via Stripe.

Billing Is Unavailable (Google Play Store)

Billing may be unavailable for one of the following reasons:

  1. The MedM app needs to be updated.
  2. You are located in an unsupported country.
  3. Purchases may be disabled for enterprise users by an administrator.
  4. Google Play is unable to charge the selected payment method.

Please check your payment settings and try again. For more information, see this Android Developers resource.

If you need further assistance, please contact us at support@medm.com.

How to Cancel MedM Premium Subscription?

Once your subscription is activated, it is automatically renewed monthly or annually, depending on your plan. If you no longer wish to use MedM Premium, you will need to cancel the subscription. You can renew your subscription at any time.

How to Cancel MedM Premium Subscription in Google Play?

  1. Open Google Play.
  2. Tap your profile icon in the top right corner.
  3. Select Payments & subscriptions.
  4. Tap Subscriptions.
  5. Select MedM.
  6. Tap Cancel subscription.

How to Cancel MedM Premium Subscription in App Store?

  1. Open Settings.
  2. Tap your Apple ID.
  3. On iPhone or iPad, select Subscriptions. On Mac, select Media & Purchases, then Subscriptions.
  4. Select MedM.
  5. Tap Cancel subscription.

How to Cancel MedM Premium Subscription on the MedM Health Portal?

  1. Sign in to your MedM account on the MedM Health Portal.
  2. Click the user icon in the top right corner.
  3. Select Membership from the dropdown menu.
  4. If you have an active subscription, click Cancel.
  5. If your subscription was purchased via the App Store or Google Play, you will be redirected to cancel it there.

How to Cancel MedM Premium Subscription via Stripe?

Please use this link to cancel the subscribtion directly in Stripe.

Why Does the App Ask for My Location?

On Android 11 and earlier, the system requires location permission to perform Bluetooth scans. Starting with Android 12, location permission is no longer required, as separate permissions are used for Bluetooth scanning and Bluetooth connection.

MedM does not collect, store, or use your location data for any purpose. For more information, please refer to the official Android documentation.

How to Change My Password?

Changing your password is not possible in the MedM mobile apps. You can only change it via the MedM Health Portal. Follow the steps below:

  1. Sign in to your MedM account on the MedM Health Portal.
  2. Click the user icon in the top right corner and select Change Password.
  3. Enter your current password and a new one, then click Change Password.

How to Recover My Password?

  1. Go to the MedM Health Portal.
  2. On the login page, click Forgot your password?.
  3. Follow the instructions to reset your password and regain access to your account.

How to Change My Email Address?

Please follow these steps to update your email address in the app:

  1. Open the app menu and select Account.
  2. Tap the Edit button next to your email address.
  3. Enter your MedM password when prompted.
  4. Type your new email address and tap Save.
  5. Check your new email inbox for 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 reset your password, please contact our support team at support@medm.com.

How to Pair My Monitor?

Follow these steps to pair a monitoring device with the MedM app:

  1. Put your monitoring device into Bluetooth pairing mode. For many models, this can be done by taking a new measurement. If this doesn’t work, check the device’s user manual for instructions.
  2. In the app, go to the Devices tab and tap the + button to start the discovery process. Keep the app open while searching.
  3. When the app detects your monitor, select it, configure any necessary settings, and tap Add to My Devices.
  4. Take another measurement on the monitor to sync new data with the app.

Note: These instructions work for many, but not all, health monitoring devices.

Why Can’t I Pair My Monitor?

If you’re having trouble pairing your monitor, try the following steps:

  1. Forget your meter in your phone’s Bluetooth settings if it is already paired.
  2. Turn on Airplane Mode on your smartphone for a few seconds to reset Bluetooth.
  3. Restart the MedM app.
  4. In the app, go to Devices tab and tap the + button to start Bluetooth discovery.
  5. Put your medical device into pairing mode (see your device’s user manual for instructions).
  6. When your device is detected by the app, configure any necessary settings and tap Add to My Devices.
  7. A confirmation popup should appear once pairing is successful.

If these steps don’t resolve the issue, please contact us at support@medm.com. Include your app version, the model of your medical device, your smartphone model, and its OS version.

Why Can’t I Import Data From My Monitor?

If you’re having trouble importing data, try the following steps:

  1. Unpair your device from the app.
  2. Forget your meter in your phone’s Bluetooth settings if it is already paired.
  3. Turn on Airplane Mode on your smartphone for a few seconds to reset Bluetooth.
  4. Restart the MedM app.
  5. In the app, go to Devices tab and tap the + button to start Bluetooth discovery.
  6. Put your medical device into pairing mode (see your device’s user manual for instructions).
  7. When your device is detected by the app, configure any necessary settings and tap Add to My Devices.
  8. A confirmation popup should appear once pairing is successful.
  9. Take a new measurement and try importing the data again.

If these steps don’t resolve the issue, please contact us at support@medm.com. Include your app version, the 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 the MedM Health Portal and securely stored there. If you delete and reinstall the app, or switch to a new mobile device, your data will be downloaded from the MedM Health Portal once you sign in to your MedM account.

If you use the app without registration, your data is stored locally on your mobile device only. To prevent losing your data permanently if the app is accidentally deleted, or your device is lost or broken, we strongly recommend making regular system backups. Please note that lost data can only be restored from the most recent backup.

iOS users can read the official guide on how to back up and restore data.

Android users can read the official guide 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 syncing data with Health Connect requires a MedM Premium Membership.

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 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 Sync Data between Samsung Health and MedM Health

Android users can sync data between Samsung Health and MedM apps.

Supported import data types: Activity, Blood Glucose, Blood Pressure, Exercise, Heart Rate, SpO2 (Oxygen Saturation), Sleep, Water Intake, Weight.

Supported export data types: Blood Glucose, Blood Pressure, Heart Rate, Water Intake, Weight.

To sync:

  1. Open your MedM app
  2. Go to Menu → Data Sync → Samsung Health
  3. Select the data types you want to import (down arrow) or export (up arrow)
  4. Grant the necessary permissions when prompted

Please note:

Workaround for iPhone users:

  1. Use an Android device and sign in to the same Samsung and MedM accounts
  2. Perform the sync between the apps on Android
  3. The updated data will then appear in the apps on your iPhone, once data is pulled from the Samsung and MedM clouds)

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/XLSX Report?

  1. In the app select the Export tab
  2. Select a data type
  3. Select a time interval, select a PDF/XLSX format
  4. Select Share to share a report to an external app or Email to share as email and click Export

Please note that exporting PDF/XLSX reports requires a MedM Premium Membership and registering a MedM account.

How to Delete a Measurement?

  1. Open your measurement history and select the measurement you want to delete.
  2. Tap the Bin icon in the top right corner of the Details screen.
  3. Confirm that you want to delete the measurement.

How to Delete My Account?

  1. Open the app menu, select Account, and then tap Delete Account.
  2. To confirm, enter the PIN code displayed on the screen and tap Delete Account.