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Wellbeing Way frequently asked questions

Where can I access the app?

If you have already downloaded the app, you can access it on your mobile by clicking here.

If you haven’t downloaded the Wellbeing Way app yet you can download by clicking here for IOS and Apple devices and here for Android devices.

I don’t have an account?

You should have received an email from us on how to register but not to worry you can do this straight from the app. Once you have downloaded the app click “No log in? Tap here to register”. Follow the on-screen instructions but, if you have any issues please contact mywellbeingway.support@xylahealth.com

How can I reset my password?

If you go to the app home screen you simply need to tap “Forgot log in details?”. Then tap “I have forgotten my password”. Enter your email address followed by your date of birth and then create a new password.

My account is locked?

Please email mywellbeingway.support@xylahealth.com and we will be able to unlock your account.

I have forgotten my username?

You can do this directly from the app home screen. Simply tap “Forgot log in details?”. Then tap “I have forgotten my username”. Enter your email address followed by your date of birth. You will then receive an email with your username.

How long will I remain logged in for?

You will remain logged into the app for 93 days. However, if you would like to increase your app security please enable face ID/finger print login from the “More” menu or sign out of the app every time from the “More” menu.

How can I keep my account secure and enter my password each time?

If you would like to increase your app security please enable face ID/finger print login from the “More” menu or sign out of the app every time from the “More” menu.

How do I change my username?

Go to the app “More” menu, select profile and then select edit. You can change your username here, which will update your username for accessing the app and for any posts you make in the community. Your username can only contain letters and numbers and no special characters or spaces.

How do I change my community name?

This can be done by changing your app username. Go to the app “More” menu, select profile and then select edit. You can change your username here which will update your username for accessing the app and also for any posts you make in the community. Your username can only contain letters and numbers and no special characters or spaces.

If I have questions about how you are using my personal data in the App who can I contact?

You can email our data protection officer at dpo@acaciumgroup.com, or write to us at Data Protection Officer, Acacium Group, Turnford Place, Great Cambridge Road, Turnford, Broxbourne EN10 6NH

How do I access more online modules?

You can access and enjoy your first Wellbeing Way module once you’ve completed onboarding. Your additional modules are then released weekly.

Somebody has posted something I would like to report, how do I do this?

Tap on the relevant post and then click ‘report’ on the post or comment that you would like to report. A member of the Xyla Team will review the reported post and action accordingly.

How quickly will my reported post be dealt with?

Somebody will review your report within 48 hours (Mon-Fri 09:00-17:00 hours only).

I need help who can I contact?

You can call us on 0333 577 3010 or email: mywellbeingway.support@xylahealth.com

Alternatively, feel free to post a letter to:

Xyla Health & Wellbeing
2nd Floor Fountain House
4 South Parade, Leeds
LS1 5QX

How do I report technical issues?

Please contact: mywellbeingway.support@xylahealth.com; our technical team will aim to respond to your query as soon as possible and someone will be in touch to keep you up-to-date on a resolution.

Does the app privacy notice still apply if I leave the app?

The app privacy notice only applies when in the Wellbeing way app. When accessing a resource or link that takes you outside of the app or to a separate web page please review that site or products privacy policy for details on how your privacy is protected.

Has the information in this app been checked with clinicians?

Coaches, dietitians & healthcare professionals have been involved in the making of this app to help ensure the validity of information provided.

How often is the healthcare guidance in this app updated?

We are constantly reviewing the literature around Type 2 diabetes meaning everything you read in the app is based on science. We also perform an in depth review every 12 months.

Does the app adhere to app design standards?

Our app has been designed by a large team of professionals who adhere to industry best practice to give you the best experience possible.

Have users been consulted in the making of this app?

Since we first started working on this app, we have been speaking with service users and listening to feedback to make sure it meets all of your needs. If you have any specific feedback about the app or programme please contact mywellbeingway.support@xylahealth.com

Where can I review your privacy policy?

You can view the privacy policy in the app store or by clicking here.

Where can I view your accessibility statement?

You can view our accessibility statement using the link below:

Accessibility Statement

What are the minimum device versions?

Minimum device version: iOS 12.4 and Android 7.0

I can’t get the recommended quantities for your recipes in my local shop?

The ingredient quantities required in our recipes may vary depending on where you shop and which brand you opt to purchase. Therefore, you’re advised to check the label to ensure you have the correct amount.

What if the recipe I’m using does not have an allergy tag?

Some recipes have allergy tagging but if you are unsure of what the tags mean or if you are unable to locate the tags, please review all ingredients individually to understand if they conflict with any allergies you may have.

How do I change the unit of measure from ST to KG?

On the Wellbeing Way App Tap ‘More…” > Tap on “Profile” > Scroll to the bottom of the page > Select your Height and Weight preferences. Once selected, the app will convert all your previous and current readings into the correct unit of measure.