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This guide provides solutions to common issues related to installation, connectivity, syncing, and data permissions for Carity and compatible smartwatches.

1.Common Installation Issues

Carity App Won’t Install

• iOS: Ensure your iPhone is running iOS 16.0 or later.
• Android: Ensure your device is running Android 14.0 or later and that Health Connect is installed.
• Check regional availability: The Carity App is only available in Switzerland.
• Insufficient storage: Clear space on your phone if necessary.

QR Code Not Scanning

• Check camera permissions:
  • iOS: Go to Settings → Privacy & Security → Camera and enable access for Carity.
  • Android: Go to Settings → Security & Privacy → Permission Manager → Camera and enable access for Carity.
• Glare or damage on QR code? Try adjusting lighting or request a new QR code from your Care Team.

2. Smartwatch Connection Issues

Smartwatch Won’t Pair with Phone

• Ensure Bluetooth is enabled on your phone.
• Use the correct pairing app:
  • Apple Watch: Use the Apple Watch app (iPhone only).
  • Polar Devices: Use the Polar Flow app (Android & iOS)
• Use our detailed guides in Getting Started section

Smartwatch Not Syncing Data to Carity

• Apple Users:
  • Ensure Carity has read permissions for Apple Health under Settings → Health → Data Access & Devices → Carity.
• Android Users (Health Connect):
  • Ensure Health Connect is installed and all permissions are granted.
  • Open Settings → Apps → Carity → Permissions and confirm all health data access is enabled.
• Polar Devices on Android:
  • In Polar Flow, grant Health Connect permission to receive data.
  • Then, allow Carity to access data from Health Connect.
• Check wearable sync status:
  • Apple: Ensure the Health app is receiving data from your watch.
  • Polar: Open Polar Flow and manually sync the watch.

3. Missing or Delayed Workout Data

Workout Not Appearing in Carity

• Check your smartwatch connection and sync status.
• Ensure permissions are granted between:
  • Apple Health & Carity (iOS).
  • Health Connect, Polar Flow & Carity (Android).
• Check if the workout was deleted:
  • Apple Users: Open the Health app and verify the workout is logged.
  • Polar Users: Open Polar Flow and ensure the workout is saved.
• Perform a trial workout (at least 2 minutes) and check if new data appears.

4. General Troubleshooting & Fixes

App Not Updating Scores or Data

• Manually refresh data in the Profile -> My Devices tab
• Restart your phone and smartwatch, then try syncing again.
• Check battery & background activity settings:
  • Some devices pause syncing when battery-saving mode is enabled.
    • iOS: Go to Settings → Carity → Background App Refresh → Enable.
    • Android: Go to Settings → Apps → Carity → Battery Usage → Allow Background Activity.

Permissions Were Skipped During Onboarding

• Apple Users: Go to Settings → Health → Data Access & Devices → Carity, then enable all necessary data points.
• Android Users: Open Health Connect → Carity → Allow all permissions.

Contact Support

If you continue to experience issues contact Carity Support:

📧 Email: feedback+help@carity.care