Account Setup Issues

App Download Problems

Problem: Can't find or download TENSH from the app store

For iOS (App Store):

Search "TENSH" in the App Store
Requires iOS 13 or later
Ensure you have sufficient storage space (app is approximately 100MB)
Try restarting your device if the download stalls

For Android (Google Play Store):

Search "TENSH" in the Google Play Store
Requires Android 8.0 or later
Clear Google Play Store cache if having issues: Settings > Apps > Google Play Store > Storage > Clear Cache
Ensure you're connected to WiFi or have sufficient mobile data

Note: App not appearing in search? Check your device compatibility - TENSH requires iOS 13+ or Android 8.0+

Account Creation Failures

Problem: "Create Account" button not working or getting error messages

Solutions:

Check your internet connection - account creation requires stable connectivity
Username requirements: Must be unique, 3-20 characters, letters/numbers only
Password requirements: Minimum 8 characters; at least one number, one upper case character,
one lower case character and one special character
Email format: Ensure valid email format (no spaces, includes @)

Common Error Messages:

Username already exists = Try adding numbers to your preferred username
Invalid email = Double-check spelling and format
Network error = Check WiFi/mobile data connection
Email already registered = You may already have an account - try password reset

Problem: Can't log in with username/password > Solutions

Check credentials carefully - usernames and passwords are case-sensitive
Use "Forgot Password" if you're unsure of your password
Try username instead of email (or vice versa) for login
Clear app cache: Close app completely and restart
Update app to latest version from app store

Account locked? After 5 failed attempts, wait 15 minutes before trying again.

First-Time User Guidance

📱 What Do I Do After Downloading?

Your First 5 Minutes:

Create Account (see above if issues)
Set Screen Name - this is how you'll appear in the app
Take the Tutorial - this will launch on first login or tap "Tutorial" on Dashboard (2 minutes)
Complete First TENSH Tracker - tap "TENSH Tracker" button
Explore Education - pick any habit to learn about

Dashboard Overview:

Top: Your screen name and TENSH Score (appears after first tracker)
Middle: Quick action buttons (Tracker, Education, Tutorial)
Bottom: Home, Explore, Me, More

⭐ How to Complete Your First TENSH Tracker

Step-by-step:

Tap "TENSH Tracker" button on Dashboard
Answer questions about habit performance
Questions cover: physical activity, healthy eating, mindfulness and sleep
Takes 15-30 seconds to complete
Tap "Submit" when finished
Your TENSH Score will appear on the Dashboard and in the Traffic Light Report

Tips:

You can complete the tracker for the day (i.e. complete in the evening) or the previous 24 hours (i.e. complete during the morning or day)
Complete daily for best results and accurate tracking
Complete at a similar time daily to support habit building
It takes 14 days for the TENSH Tracker to understand and accurately reflect your habits

🔔 Setting Up Notifications/Reminders

To enable daily tracker reminders:

When prompted during setup, tap "Allow notifications"
Or manually: Phone Settings > TENSH > Notifications > Allow

Notification Types:

TENSH Tracker reminders (1 x daily)
Weekly report ready (1 x weekly)
WHO-5 Wellbeing reminder (1 x fortnightly)
Important app updates (Up to 1 x monthly)

Daily Usage Support

TENSH Tracker Issues

Problem: Submit button not working or TENSH Tracker won't complete

Solutions:

Check internet connection - Tracker requires connectivity to save
Answer all required questions - incomplete response will not submit
Close and reopen the app - refresh can resolve temporary glitches
Check for app updates - outdated versions may have submission bugs
Try again in 5 minutes - server may be temporarily busy

Still stuck? Force close the app: Double-tap home button (iOS) or recent apps (Android) >
swipe up on TENSH to close, then reopen.

🔧 "My TENSH Tracker Entries Aren't Saving"

Problem: Completed tracker but TENSH Score not updating on Dashboard or Traffic Light Report

Solutions:

Wait 2-3 minutes - data sync can take time
Pull down to refresh on Dashboard to force sync
Check "offline mode" indicator - sync happens when back online
Verify submission - you should see confirmation message after submitting
Log out and back in - forces full data refresh

How to verify it worked: Your TENSH Score should update within 5 minutes of submission.

Please note: TENSH Score can remain similar on a day-to-day basis for people with consistent habit routines.

Problem: Forgot to complete tracker yesterday

Solutions:

Open the TENSH Tracker
Adjust to the date to the previous days date
Complete the input for the previous date
You can complete the TENSH Tracker for today before or after (date is automatically today’s date)

Reports & Scoring

📊 "Why is My TENSH Score Low/Not Updating?"

Understanding Your Score:

Scoring period: Your TENSH Score is based on TENSH Tracker completions over the previous 14 days
New users: Your TENSH Score will continue to climb over the first 14 days. Initial growth will be high and then it will slow down after 4-6 days.
Consistency matters: Missed tracker competitions impact your TENSH Score. You can catch up tracker competitions by adjust the date in the TENSH Tracker.
Weighted habits: Not all habits contribute equally to your TENSH Score.

Improving your score: Open you Traffic Light Report and begin working on improving yellow habits.

🔧 Understanding Traffic Light Report Colors

Traffic Light System

🟢 Green - Meeting Target: Keep doing what you're doing!
🟡 Yellow - Near Target: Small improvements are required to meet targets
🔴 Red - Below Target: Large improvements are required to meet targets

Recommended Action Plan:

Maintain Green habits - don't let these slip
Start with Yellow habits - easiest wins to build momentum
Tackle Red habits last - requires more significant changes
Focus on 1-2 habits at a time, not all at once

TENSH Education Recommendations

Personalised education recommendations are provide based on your habit adherence.

Technical Troubleshooting

App Performance

Problem: TENSH app suddenly closes or becomes unresponsive

Immediate Solutions:

Force close and restart app:
a. iOS: Double-tap home button > swipe up on TENSH
b. Android: Recent apps button > swipe away TENSH
Restart your phone - clears memory and temporary files
Check available storage - need at least 1GB free space
Close other apps - free up device memory

Update the app - check app store for latest version

Update the app - check app store for latest version
Update your device OS - iOS 13+ or Android 8.0+ required
Reinstall the app - delete and download fresh copy
Note when crashes happen - during tracker? on startup? Report pattern via a Support Ticket

🔧 Slow Loading Times

Problem: App takes longer than usual to load or screens are sluggish

Solutions:

Check internet speed - run speed test, TENSH needs stable connection
Switch networks - try WiFi instead of mobile data (or vice versa)
Background app refresh:
a. iOS: Settings > General > Background App Refresh > TENSH (ON)
b. Android: Settings > Battery > TENSH > Allow background activity
Clear app cache:
a. Android: Settings > Apps > TENSH > Storage > Clear Cache
b. iOS: Delete and reinstall app
Free up device storage - aim for 15%+ free space

Still slow? The server may be experiencing high traffic - try again in 5-10 minutes.

Problem: Can't log in despite correct credentials

Solutions:

Check credentials carefully - usernames/passwords are case-sensitive
Verify caps lock is off
Try typing password manually (don't copy/paste)
Clear saved passwords and enter fresh
Check for app updates - login system may have been improved

Account locked scenarios:

Too many attempts: Wait 15 minutes before trying again
Suspicious activity: Check email for security notifications

Two-factor authentication issues: Ensure device clock is accurate for time-based codes.

🔧 Data Sync Issues

Solutions:

Check sync indicator - look for sync icon or "offline" message
Pull down to refresh on Dashboard to force sync
Stable internet required - avoid syncing on poor connections
Log out and back in - forces complete data refresh
Wait during sync - large data sets take 1-2 minutes

Data appears different on different devices?

Ensure you're logged into same account on both devices
Check that both devices have latest app version
Complete fresh sync on both devices

Compatibility & Updates

📱 Device Compatibility Checker

Minimum Requirements:

iOS: Version 13.0 or later (iPhone 6s and newer)
Android: Version 8.0 (API level 26) or later
Storage: 200MB free space for installation
Internet: Required for account creation, sync, and most features

Check your device:

iOS: Settings > General > About > iOS Version
Tackle Red habits last - requires more significant changes

Unsupported device? TENSH may still install but performance may vary.

🔧 How to Update the App

Automatic updates (recommended):

iOS: Settings > App Store > App Updates (ON)
Android: Google Play > Settings > Auto-update apps

Manual updates:

Open app store (App Store or Google Play)
Search "TENSH" or go to your app library
Tap "Update" if available
Restart app after update completes

Update notifications: Enable push notifications to be alerted of important updates.

🔧 Offline Functionality Limitations

What works offline:

Viewing previously loaded Dashboard content
Reading downloaded Education modules
Accessing Tutorial content

What requires internet:

TENSH Tracker completion
Accessing Traffic Light Report
Account creation and login
Syncing tracker data to cloud
Loading new Education content
WHO-5 assessment submission

🔧 Battery Usage Concerns

TENSH Battery Optimisation:

Lightweight design - minimal background processing
No constant GPS - only uses location when app is open
Efficient sync - only uploads when necessary
Smart notifications - not excessive alerting

If battery drain seems high:

Check background refresh settings - disable if not needed
Close app completely when not in use
Update to latest version - may include battery improvements
Restart phone - clears memory and running processes

Battery usage stats:

iOS: Settings > Battery > Show Activity
Android: Settings > Battery > Battery Usage

TENSH should typically use <1% of daily battery with normal use.

Account & Data Management

Privacy & Security

🔒 What Data is Collected and Why

Data We Collect:

Account Information: Email, username, screen name for login and identification
Health Habit Data: Daily tracker responses to calculate your TENSH Score
Wellbeing Data: WHO-5 assessment responses to monitor progress
App Usage: Which features you use to improve the app experience
Device Information: OS version, app version for technical support
Support Ticket Information: user generated information in support tickets for issue resolution

Data We DON'T Collect:

Precise location data
Contact lists or phone data
Social media information
Payment information (app is free)
Personal health records from other apps

Why We Collect It:

Provide personalized TENSH Score and recommendations
Generate your Traffic Light Reports
Improve app features based on usage patterns
Provide technical support when needed

🔒 Data Security Measures

How We Protect Your Data:

Encryption: All data encrypted in transit and at rest
Secure servers: Health industry-standard cloud infrastructure
Limited access: Only essential team members can access user data
Regular security audits: Ongoing monitoring for vulnerabilities
Anonymisation: Research uses aggregated, anonymous data only

Your Security Responsibilities:

Use a strong, unique password
Don't share login credentials
Log out on shared devices
Report suspicious account activity immediately

Suspicious Activity: Email tom@tensh.au immediately if you notice unexpected changes to your account.

Data Export Process:

Submit a ticket requesting data export
Include your username and email address
Verify your identity through email confirmation
Receive download link within 5 business days
Data expires after 30 days for security

What's Included in Export:

All TENSH Tracker entries with timestamps
WHO-5 wellbeing assessment results
TENSH Score history
Account information (username, email, creation date)

Data Format: CSV files for easy viewing in Excel or other programs
Note: Large data sets may be split into multiple files.

Before You Delete:

Deletion is permanent - data cannot be recovered after deletion
Consider data export if you want to keep your progress records
Alternative: Deactivate account temporarily instead of deleting

How to Delete Account:

Tap on More at bottom of screen
Tap on My Account
Tap on Close Account
Select whether to delete data permanently
Select confirm

What Gets Deleted:

All personal data (tracker entries, assessments, account info)
App access is immediately revoked
Data cannot be recovered

Anonymous Research Data: Aggregated, anonymised data used for research may be retained but cannot be linked back to you.

Profile Management

✏️ Changing Screen Name

How to Update Screen Name:

Open TENSH app
Tap "Me" at bottom of Dashboard
Select "Edit Profile"
Tap on Screen Name
Enter new Screen Name
Tap "Save"

Screen Name Requirements:

1-30 characters long
Letters, numbers, special characters, emojis and spaces allowed

Display: New screen name appears immediately on Dashboard and in reports.

📧 Updating Email Address

Why Update Email:

Receive weekly Traffic Light Reports
Get password reset emails
Receive important app notifications

How to Change Email:

Tap on More at bottom of page
Tap on My Account
Tap on Email
Edit email address
Tap “Save”

🔐 Password Management

Password Reset (when logged out):

Tap "Forgot your username or password" on login screen
Enter your email address or username
Check email for reset link (check spam folder)
Click reset link and enter new password
Tap “SLog in with new passwordave”

Change Password (when logged in):

More > My Account > Password
Enter new password
Save changes

Password Reset Not Working? Email tom@tensh.au with your username for manual assistance.

🔔 Managing Notifications

In-App Notification Settings:

Settings > Notifications
Toggle each notification type:
a. TENSH Tracker reminders (1 x daily)
b. Weekly report ready (1 x weekly)
c. WHO-5 Wellbeing reminder (1 x fortnightly)
d. Important app updates (Up to 1 x monthly)

Device-Level Control:

iOS: Settings > TENSH > Notifications
Android: Settings > Apps > TENSH > Notifications

Quiet Hours: Set "Do Not Disturb" times in your device settings to avoid notifications during sleep.

TENSH Support Center

Getting Started Guide

App Not Working?

Understanding Your Score

Need immediate help?

Account Setup Issues

App Download Problems

Account Creation Failures

First-Time User Guidance

⭐ How to Complete Your First TENSH Tracker

🔔 Setting Up Notifications/Reminders

Daily Usage Support

TENSH Tracker Issues

🔧 "My TENSH Tracker Entries Aren't Saving"

Reports & Scoring

🔧 Understanding Traffic Light Report Colors

Technical Troubleshooting

App Performance

🔧 Slow Loading Times

🔧 Data Sync Issues

Compatibility & Updates

🔧 How to Update the App

🔧 Offline Functionality Limitations

🔧 Battery Usage Concerns

Account & Data Management

Privacy & Security

🔒 Data Security Measures

Profile Management

📧 Updating Email Address

🔐 Password Management

🔔 Managing Notifications

Frequently Asked Questions

App Functionality & Features

Health & Medical Considerations

Progress & Expectations

Data & Technical