All sorted guys thank you - changed my Hilo password and relogged on and it went faultlessly yay 🙌
Conrado Franceschi changed status to Open
•
Apr 17
Conrado Franceschi
•
Apr 17
Hi user-417386
Could you share a bit more about what's happening when you try to log in? Are you seeing any specific error?
One possibility is that if account was created using a social login (like Google or Apple) then you'll likely won't have a password, is this what has happened?
Any extra detail you can provide will help us narrow this down.
Byron Cordes changed status to In Progress
Team•
Apr 10
Byron Cordes
Team•
Apr 10
Is this what you're seeing?
user-417386
•
Apr 10
Byron - yes but it should link in to the aktiia / Hilo app ?? My app and account details don’t work on this log in
Byron Cordes
Team•
Apr 10
user-417386: We have to use our own frontend portal because Aktiia didn't have one of their own when building the integration.
I'll have our team investigate what's going on here. Out of curiosity, which country are you located in? Some vendors have restrictions on which countries are able to use integrations due to regulations etc.
user-417386
•
Apr 10
Byron - UK
Byron Cordes
Team•
Apr 10
user-417386: Got it - I'd be surprised if that's the issue then. Do you mind trying again, and then sending our team some logs to investigate?
To send logs, just navigate to the Profile tab, scroll down to the bottom, and tap 3x quickly on "Version" to reveal a "send logs" button.
Separately, depending on which device you're on, you may be able to stream your Aktiia data into Sonar automatically by running it through Apple Health, Health Connect or Samsung Health, in case that's worth a try.
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Comments10
Apr 17
user-417386
Apr 17
All sorted guys thank you - changed my Hilo password and relogged on and it went faultlessly yay 🙌
Apr 17
Conrado Franceschi
Apr 17
Hi user-417386
Could you share a bit more about what's happening when you try to log in? Are you seeing any specific error?
One possibility is that if account was created using a social login (like Google or Apple) then you'll likely won't have a password, is this what has happened?
Any extra detail you can provide will help us narrow this down.
Apr 10
Byron Cordes
Apr 10
Is this what you're seeing?
user-417386
Apr 10
Byron - yes but it should link in to the aktiia / Hilo app ?? My app and account details don’t work on this log in
Byron Cordes
Apr 10
user-417386: We have to use our own frontend portal because Aktiia didn't have one of their own when building the integration.
I'll have our team investigate what's going on here. Out of curiosity, which country are you located in? Some vendors have restrictions on which countries are able to use integrations due to regulations etc.
user-417386
Apr 10
Byron - UK
Byron Cordes
Apr 10
user-417386: Got it - I'd be surprised if that's the issue then. Do you mind trying again, and then sending our team some logs to investigate?
To send logs, just navigate to the Profile tab, scroll down to the bottom, and tap 3x quickly on "Version" to reveal a "send logs" button.
Separately, depending on which device you're on, you may be able to stream your Aktiia data into Sonar automatically by running it through Apple Health, Health Connect or Samsung Health, in case that's worth a try.