FAQ - Frequently asked questions
General Questions
How do I create an account on the VIWELL app?
Go to the app and click Create Account. After accepting the privacy terms, enter your details (first name, last name), choose your preferred method (phone number or email), verify with OTP, and set your password. You’ll then be asked to enter the access code provided by your organization.
How do I log in?
Open the app, choose your login method (email or phone number), and enter your credentials. If you have forgotten your password, click on Forgot Password to reset it.
How do I reset my password?
Click on Login, choose your login method, click on Forgot Password, enter your email or phone number, receive the OTP, create a new password, and log in with the new credentials.
Mood Check-In:
How do I check in on my mood?
Go to Self-Care, click on Check-In, select your mood, optionally add tags and notes, then hit Submit. You can check in multiple times a day and pull the calendar to view previous check-ins.
Can I check in multiple times a day?
Yes, you can check in as many times as you want throughout the day.
Assessments
How do I take the wellbeing assessment?
Go to your Wellbeing Journey, click on Start Assessment, choose a pillar, and answer all questions. After completing one pillar, click Next to proceed to the next pillar. Once all pillars are completed, you’ll receive your Wellbeing Score.
How do I view my assessment results?
After completing the assessment, you’ll immediately see your Wellbeing Score and detailed scores per pillar. You can revisit these scores anytime from your Wellbeing Journey.
Challenges and Events
How do I find and join a challenge?
Go to Community > Challenges, browse through available challenges, click on the one you want to join, view its details, and click Join Challenge. The challenge will appear in My Challenges.
How can I see my progress in a challenge?
Go to Community > My Challenges, click on the challenge, and go to the Tracker tab to see your daily steps. You can also click the Refresh button to sync your latest steps.
How do I join an event?
Go to Community > Events, browse through available events, click on the one you’re interested in, view its details, and click Join. The event will appear in My Events.
Content and Learning
How do I discover content?
Go to Library, choose to browse by Pillar or Format, and filter further if needed. Click on the content you want to play, and you can control playback speed, subtitles, or skip sections. If you don’t finish, you can continue from where you left off from the Library or My Watch History.
Privacy and Support
How do I contact EAP (Employee Assistance Program)?
If available in your plan, go to Self-Care, choose your preferred country, and click the Contact button. All conversations with EAP are private and confidential.
Are my conversations with EAP private?
Yes, all conversations with EAP are private and confidential.
Account and Settings
How do I set wellbeing goals?
Go to Account > Wellbeing Journey, click on Goals, choose the goals you want to set (one or multiple), and click Save.
How do I update my profile or settings?
Go to Account, where you can update your profile information, set your wellbeing goals, and adjust other settings.
Can I change my access code?
No, the access code is managed by your organization. If you need a new code, please contact your organization’s admin.
Troubleshooting
What should I do if my app isn’t syncing my steps?
Ensure that your app has the latest version. Go to Community > My Challenges, click on the Tracker tab, and press the Refresh button to sync your steps. If the issue persists, contact support@viwell.com.
What should I do if I’m having trouble logging in?
If you’re having trouble logging in, first try resetting your password. If that doesn’t work, ensure that you’re entering the correct email or phone number and that your account has been activated. If the issue persists, contact support@viwell.com.
What should I do if I forgot my password?
Go to Login, click on Forgot Password, and follow the prompts to reset your password.
Other Questions
How do I know if my organization is running a challenge or event?
Keep an eye on the Community tab, where you’ll find information about any active challenges or events organized by your employer.
Can I share content with others?
Currently, content can be consumed only within the app, but you can recommend specific content to others by discussing it outside the app.
