User Manual

Table of contents

Welcome to Hinge Health

1. About the Hinge Health programme

   • 1.1 How Hinge Health works

   • 1.2 When can Hinge Health be used (intended use)?

   • 1.3 When should Hinge Health not be used (contraindications)?

   • 1.4 Other safety information

2. Legal requirements for the programme and processing of your data

3. The Hinge Health programme questionnaire

   • 3.1 Accessing the programme questionnaire

   • 3.2 How the programme questionnaire works

   • 3.3 What to do if the programme questionnaire is not working or you need help to complete it

4. The Hinge Health mobile app

   • 4.1 App startup and login

   • 4.2 App first use

   • 4.3 Your daily playlist

   • 4.4 Movement (exercise therapy and Motion Insights)

   • 4.5 Navigating the mobile app

     • 4.5.1 The “Home” tab

     • 4.5.2 The “Progress” tab

     • 4.5.3 The “Library” tab

     • 4.5.4 The “Settings” tab

   • 4.6 Mobile app glossary

   • 4.7 What to do if the mobile app is not working

5. Technical information

   • 5.1 Software compatibility (programme questionnaire and mobile app)

   • 5.2 Installing the mobile app

   • 5.3 Mobile app maintenance and updates

   • 5.4 Signing out of the mobile app

   • 5.5 Uninstalling the mobile app 

   • 5.6 Deleting your account and data

6. Best practices for safely using Hinge Health

7. Troubleshooting guide

8. Regulatory information

Welcome to Hinge Health

Thank you for choosing Hinge Health to be part of your pain relief journey. Congratulations on taking the first step!

If you're reading this, then you are one of millions of people around the world suffering from back or joint pain. The good news is, you’ve taken an important step towards better health. The Hinge Health programme has assisted over one million people globally in managing and addressing their pain, requiring just a few minutes each day. Complete a quick session from the comfort of your home, during your lunch break at work or even while you're travelling!

This User Manual contains important information to help you get started with Hinge Health. Bear in mind that your doctor is still the best person to provide you with information about your condition and to answer any medical questions you might have. If you have questions about signing up for Hinge Health or using the programme, please contact the Hinge Health support team at global-support@hingehealth.com. Alternatively, you can call us or use the live chat feature on our website.

Let’s get moving!

1. About the Hinge Health programme

1.1 How Hinge Health works

Hinge Health is a digital exercise therapy programme based on best-practice clinical care for chronic musculoskeletal back pain. This means that through different therapy elements, Hinge Health encourages you to become physically active and to proactively manage your pain. Hinge Health can currently target any of the following ten body areas: knee, hip, back, neck, shoulder, hand, wrist, foot, ankle and elbow.

Your personalised therapy programme consists of two different elements that contribute to the reduction of everyday pain:

• Movement: Guided exercise therapy sessions tailored to your capabilities and needs, focused on increasing mobility and strength. Your exercises will adjust in type and intensity over time as you provide feedback. Plus, our computer vision technology (Motion Insights) will provide you with real-time form feedback during your sessions.

• Knowledge: Educational articles to enhance your understanding of everyday back or joint pain and how to alleviate it.

Your therapy starts with an online programme questionnaire to determine your baseline condition, needs and eligibility. Your answers help us to understand your back or joint pain better and enable us to tailor your programme to your needs. You will then complete your programme on the Hinge Health mobile app, available on your phone or tablet. The app will help you maintain healthy habits through action planning, activity tracking and achievements for consistent engagement. 

We advise members to follow the instructions provided so that you can use Hinge Health safely and get the most benefit from your programme. Hinge Health should ideally be used at least 3 times a week, unless your doctor has instructed you otherwise. 

1.2 When can Hinge Health be used?

Intended use

The Hinge Health programme is intended to be used by adults with non-specific musculoskeletal (MSK) conditions to support the treatment of chronic pain associated with their MSK condition.

The Hinge Health programme is not intended to replace treatment by a healthcare provider, nor is it intended to provide information for diagnostic or therapeutic decisions.

Clinical benefit

The expected clinical benefit from consistent engagement with the Hinge Health programme according to its intended use is the reduction of chronic pain caused by non-specific musculoskeletal conditions.

1.3 When should Hinge Health not be used?

Contraindications

Do not use the Hinge Health Programme if you have signs of fracture, joint instability, infection, cancer or cauda equina syndrome.

Do not use the Hinge Health Programme if the area of pain has undergone surgery or trauma in the past three months.

If you have a condition that restricts your ability to exercise, do not use the Hinge Health programme unless you have been cleared to do so by your doctor.

Do not use the Hinge Health programme if you are under 18 years of age.

1.4 Other safety information

Warnings and precautions

Known side effects

The Hinge Health programme encourages you to become more physically active and includes low intensity therapeutic exercises and stretches aimed at enhancing mobility and strength. An increase in physical activity may lead to temporary soreness and discomfort, particularly if you do not regularly participate in physical activity.

Reporting serious incidents

In the event of any serious incident occurring in relation to the Hinge Health programme (including the programme questionnaire or mobile app), this should be reported directly to Hinge Health or its authorised representative and to the competent authority of the country in which the patient is established. You can contact us via phone, email or live chat using the details on our website. 

2. Legal requirements for the programme and processing of your data

While enrolling for the Hinge Health Programme in the programme questionnaire, you will confirm that you:

• Are at least 18 years old

• Meet the conditions of the Hinge Health programme’s intended use, as stated in Section 1.2 of this User Manual

• Have read and accepted the Hinge Health programme terms and conditions

• Have read and accepted the Hinge Health programme privacy and cookie policy, and consent to the processing of your personal health data by Hinge Health

You can find our currently valid terms and conditions at: www.hingehealth.com/about/terms-and-conditions/?country=ROW. 

You can find our currently valid privacy and cookie policy at: www.hingehealth.com/about/privacy/?country=ROW. This includes:

• What data we collect from you, and how we manage your data

• Your rights to access, correct, or delete the personal data we hold on you, and how to withdraw your consent to the processing of your data

Additionally, you can modify your permissions at any time for the tracking technologies used in the Hinge Health mobile app (which we refer to as 'cookies'), including revoking all permissions, at any time via the Settings tab of the app. On the Settings tab, tap 'Legal, privacy & regulatory', then tap 'App cookie settings' to adjust your preferences.

3. The Hinge Health Programme questionnaire

Members sign up for the Hinge Health programme via a 10-minute online questionnaire, which we refer to as our 'programme questionnaire'. This questionnaire helps us to learn about your baseline condition, needs and eligibility. Your answers help us understand your back or joint pain better and allow us to adjust your programme to your needs. 

3.1 Accessing the programme questionnaire

Your employer may send you emails and other materials with a link to the programme questionnaire. Alternatively, you can access it directly by:

1. Visiting www.hingehealth.com/for-individuals

2. Entering the name of your employer or benefit provider in the search box, selecting the correct name from the list that appears, and clicking “Get started”.

   • ℹ️ If you cannot find your employer’s name on this page, please contact the Hinge Health support team at global-support@hingehealth.com or via phone or live chat for assistance.

3. You should then see a "Create account" page, which is the first page of the programme questionnaire.

3.2 How the programme questionnaire works

During the programme questionnaire, you will be asked a series of questions designed to help us learn about your back or joint pain, your lifestyle and your eligibility for the Hinge Health programme. You will also create your Hinge Health account, which will allow you to access your programme in the Hinge Health mobile app. Key steps in the questionnaire are as follows.

Step 1: Create your Hinge Health account. 

1. You’ll create your account by providing an email address and a password (we recommend you use a personal email address, rather than a work email). 

2. Alternatively, you can register for Hinge Health using an existing Google or Apple account, if you have one. If you do this, you won’t need to create a new password for your Hinge Health account. You can learn more about the benefits of this here: 

   • Google account: support.google.com/accounts/answer/12849458

   • Apple account: support.apple.com/102609 

💡 Tip: To keep your account safe, ensure you set a secure password. We recommend:

• Using 12–16 characters (we’ll ask you to use at least 8 characters, but more is even better)

• Including a mix of uppercase letters, lowercase letters, numbers and special characters (e.g. @, #, %)

• Avoiding common words, phrases, or predictable patterns (e.g. Password123), as well as personal information (such as birthdays or phone numbers)

• Using a unique password for Hinge Health (ensure it isn’t shared with accounts you have for other products or services)

Step 2: Tell us about yourself.

We’ll ask you for some information about yourself, which we’ll use to personalise your Hinge Health programme and experience. To understand how we use the data you share with us, please refer to our privacy and cookie policy at www.hingehealth.com/about/privacy/?country=ROW. Information we’ll ask you to provide will include:

• Your first name and surname

• Your date of birth

• Information about your back or joint pain: where it is, how long you have had it, how severe it feels, how it affects your day-to-day activities (including work, if you are currently employed) and how it affects your mood and well-being

• Your mobile phone number (you will be able to use this to sign into the mobile app later on, as well as receive important communications from us about your programme)

💡 Tip: If you have pain in multiple areas, you can select up to three body areas to work on at once. You can change these body areas once you begin your programme.

💡 Tip: The focus activities you select here (e.g. hiking, climbing stairs) will be used to personalise the exercises in your programme. You can change these activities later on in your programme.

⚠️ Caution: Answer the questions you are asked in the programme questionnaire carefully and truthfully. Providing inaccurate or incorrect information may result in you being given exercises that are not suitable for your condition.

Step 3: Confirm your eligibility.

‘Eligibility’ means confirming that your back or joint pain is clinically appropriate to be addressed by the Hinge Health programme, as well as ensuring that Hinge Health is covered by your employer. In some cases, Hinge Health will also be available to spouses and dependants of covered employees.

We’ll attempt to do this with the information you provide in Step 2. If we’re unable to confirm your identity and eligibility with this information, we may also request you to verify your details and provide your address. Your address will be used to confirm your identity and eligibility for Hinge Health.

If you need to leave partway through your questionnaire

If you need to leave partway through the programme questionnaire, don’t worry – your progress will be saved automatically, and you can return and continue from where you left off. To do this: 

1. Visit the hingehealth.com website and click ‘Login’ at the top of the page

2. Sign in with the email address and password you used to create your Hinge Health account (or the Google or Apple account you signed up with) 

3. Click ‘Complete your application’ on the resulting webpage. This will take you to the page you reached in the programme questionnaire

💡 Tip: Programme applications will be deleted two weeks after you start them to keep your data safe, so please ensure that you return to complete your application within two weeks.

3.3 What to do if the programme questionnaire is not working, or you need help to complete it

If at any point during the programme questionnaire you have questions or require assistance, please contact the Hinge Health support team at global-support@hingehealth.com. You can also call us or access our live chat feature on our website.

4. The Hinge Health mobile app

Note: Icons, symbols and abbreviations used in the mobile app can be found in Section 4.6 of this User Manual.

4.1 App startup and login

Note: A stable internet connection (Wi-Fi or mobile data) is required to sign in to and use the full functionality of the Hinge Health mobile app. 

First app startup

1. When you open the Hinge Health mobile app for the first time, you may see a screen with a video that introduces you to key parts of the Hinge Health experience. When you are ready, tap the ‘Get started’ button to proceed.

Mobile app 'cookie' consent

The Hinge Health mobile app uses tracking technologies (which we refer to as “cookies”). These cookies gather data from your device when you use the app. Some cookies are essential to ensure the app works properly and is secure. Others are optional and used to enhance your app experience. Optional cookies require your consent. 

1. The first time you open the mobile app on your phone or tablet, you will be asked to select which cookies are enabled in the app. You can allow all cookies, allow only those essential for the app to function, or tap ‘Manage cookie settings’ to review all cookie categories and decide which to enable. You can also review our Privacy and Cookie Policy (www.hingehealth.com/about/privacy/?country=ROW) from this screen.

2. You can change your app cookie settings, including revoking all permissions for non-essential cookies, at any time via the “Settings” tab of the app. On the Settings tab, tap “Legal, privacy & regulatory”, then tap “App cookie settings”.

3. We’ll ask you to update your cookie settings upon opening the app every 6 months or when we have made changes to our privacy and cookie policy.

Signing in to the app

1. In order to use the Hinge Health App, you must sign in to the account you created during the programme questionnaire. 

2. For your convenience, we offer four different options to sign in to your account in the Hinge Health mobile app. Instructions for using each can be found below, as well as guidance on what to do if you forget your login information.

   • Option 1: Sign in using your mobile number

   • Option 2: Sign in using your email address and password

   • Option 3: Sign in using your Google account

   • Option 4: Sign in using your Apple account

If you encounter issues at any step, look for the ℹ️ icon in the instructions below for help, or contact the Hinge Health support team at https://hinge.health/contact-us.

⚠️ Caution: Your Hinge Health account contains your personal information and allows us to customise your programme for you. Therefore, never share your Hinge Health account with other people, and take appropriate steps to keep your account details safe.

Option 1: Sign in using your mobile number

1. After opening the app, you’ll land on a screen that says 'Sign in with your mobile number'.

2. First, ensure you select the correct country for your phone number from the dropdown list – this will be the country in which you set up and use your number.

3. Please enter the mobile phone number you used when you signed up with Hinge Health in the box provided on the screen, and press “Submit”.

   • ℹ️ If you cannot remember which mobile number is associated with your Hinge Health account, contact the Hinge Health support team via the details on our website for assistance.

4. You should receive a text message (SMS) to the mobile phone number submitted, containing a 6-digit verification code. Sometimes this SMS can take a few minutes to arrive.

   • ℹ️ If you do not receive an SMS with a code, tap “Problem with the code?” on the screen and select “Resend code”. If you do not receive the code after a couple of attempts, tap the back arrow button (

     ) in the top left corner of the screen and double-check you entered the correct country and phone number. If you request a code too many times in quick succession, you may need to wait before you can request it again. If you encounter further issues, please contact the Hinge Health support team via the details on our website for assistance.

5. Enter the verification code in the box shown in the app, and press ‘Sign in’. If you entered the correct code, you should immediately be signed in to the app.

   • ℹ️ When you submit your code, if you see a screen that says ‘This phone number is associated with more than one account’, you will need to use an alternative option to sign in (such as with your email address and password). 

   • ℹ️ When you submit your code, if you see a screen that says ‘This account is not currently set up for use with the Hinge Health App’, either try signing in with a different account or contact the Hinge Health support team via the details on our website for assistance.

Option 2: Sign in using your email address and password

1. Open the Hinge Health app and tap ‘Sign in with email’ at the bottom of the screen. 

   • Some users may then see a pop-up – if this appears, tap ‘Continue’.

2. On the resulting ‘Sign in’ screen, enter the email address that you entered when you signed up with Hinge Health, and tap ‘Continue’.

   • ℹ️ If you see a message saying ‘Email is not valid’ at this stage, double-check that you have entered your email address in the correct format. Emails should have the format ‘test@example.com’.

3. Next, enter the password that you entered when you signed up with Hinge Health, and tap ‘Continue’. If you entered a matching email and password, you should immediately be signed in to the app.

   • ℹ️ If you see a message saying ‘Wrong email or password’: 

     • First double-check you have spelt your email and password correctly.

     • If this doesn’t help, tap ‘Forgot password?’ on this screen, and enter your email address. We’ll send you an email with a link to reset your password (ensure you check your spam folder). Click on the ‘Reset your password’ button in this email and enter a new password for your account. You can then use this to sign in to the app right away.

     • If you don’t receive the password reset email or you encounter any further issues, contact the Hinge Health support team via the details on our website for assistance.

Option 3: Sign in using your Google account

Note: This sign-in option can only be used if you used your Google account to sign up for Hinge Health during the application process (see Section 3.2).

1. Open the Hinge Health app and tap ‘Sign in with Google’ on the sign-in screen. 

   • Some users may then see a pop-up – if this appears, tap ‘Continue’.

2. Enter the email address or phone number associated with your Google account, or select the account if it is already listed, and tap ‘Next’. Follow the instructions on the screen to sign in with your Google account. 

   • ℹ️ If you encounter any issues signing in with your Google account, you can find troubleshooting steps at support.google.com/accounts/troubleshooter/2402620, as well as tips on a couple of common issues that can occur below. For further assistance, please contact the Hinge Health support team via the details on our website.

Option 4: Sign in using your Apple account

Note: This sign-in option can only be used if you used your Apple account to sign up for Hinge Health during the application process (see Section 3.2).

1. Open the Hinge Health app and tap ‘Sign in with Apple’ on the sign in screen. 

   • Some users may then see a pop-up – if this appears, tap ‘Continue’.

2. Select the Apple account you wish to sign in with, if it is already connected to your device (or if it is not, tap ‘Use a different Apple account’ at the bottom of the screen and enter your account details). Then, follow the instructions on screen to sign in with your Apple account. 

   • ℹ️ If you encounter any issues signing in with your Apple account, you can find troubleshooting steps at support.apple.com/apple-account. For further assistance, please contact the Hinge Health support team via the details on our website.

App session timeout

For security purposes, your app session will ‘time out’ every 30 days, and you will automatically be signed out. When this occurs, you can follow the instructions above to sign back in.

4.2 App first use

After signing into the mobile app for the first time, you’ll go through a short series of steps to finish personalising your programme. This typically takes around 10 minutes. 

💡 Tip: If you need to step away in the middle of these steps, you can close the app and return to finish later in the same day. At the end of the day (midnight), your progress will be reset, and you will need to restart these steps from the beginning if you come back on a later day.

1. The first screen will explain what to expect and also includes a link to this User Manual. Tap ‘Let’s get started’ when you are ready to continue.

2. The app will guide you through three stretches. Watch the video on the screen and read the instructions, then try the exercise for the suggested number of repetitions (reps). Next, provide your feedback on that exercise by tapping one of the buttons: “Easy”, “Moderate” or “Hard”. Tap “Next movement” or “Finish” at the bottom of the screen to proceed.

   • ⚠️ Caution: If any of these exercises cause or worsen pain, or if you notice a loss of function, stop immediately (you can still provide feedback in the app if you do this). Consult a doctor if these symptoms persist.

3. You’ll see a confirmation that your programme has been tailored. Tap ‘Next’ to proceed.

4. Select a weekly exercise goal. This is the number of exercise sessions you’ll aim to complete in the Hinge Health app each week. A goal will be ‘recommended’ for you based on what we know about you so far – you can select a different goal if you wish. When you are happy with your choice, tap 'Let’s proceed'.

5. You will see the “Home” tab of the app. From here, you can either start your first exercise session (by tapping “Start” on the card) or explore your app (see Section 4.5 of this User Manual for more information).

💡 Tip: Your first daily playlist will be available in the app from the following day onwards (learn more about this in Section 4.3 of this User Manual). Return as soon as you can to continue your journey towards better back and joint health!

4.3 Your daily playlist

You will receive a new daily playlist in the App each day, starting the day after you complete the first use steps in Section 4.2 of this User Manual. Daily playlists are a curated set of activities that we recommend you complete at least three times a week to help manage your back or joint pain. Playlists typically take 10-15 minutes to complete. As you complete playlists and provide feedback, the exercises in your programme will change in intensity and challenge over time.

💡 Tip: If you are experiencing pain in multiple areas, you can adjust the body areas your programme is focused on at any time in the “Settings” tab (tap “Focus areas & activities”, then “Update my programme”).

Starting your playlist on the “Home” tab

To start or resume a daily playlist, tap anywhere on the large daily playlist card near the top of the “Home” tab.

💡 Tip: If you need to step away in the middle of a playlist, you can close the app and return to finish your playlist later in the same day by tapping on the daily playlist card on the “Home” tab. At the end of each day (midnight), you’ll receive a new playlist, which you will need to start from the beginning. Any progress earned from partially-completed playlists (for example, towards your weekly exercise goal) will be counted.

Playlist step: Exercise therapy

The first step in every daily playlist is an exercise therapy session, which is tailored based on your input, feedback and progress through your programme. The steps in this session are covered in more detail in Section 4.4 of this User Manual. Once you have completed your exercise session, you will automatically proceed to the next step in the daily playlist.

💡 Tip: You can choose to complete this exercise session with or without our Motion Insights computer vision feature, which provides real-time exercise form feedback while you move. You can toggle Motion Insights on or off at the start of each session.

Playlist step: Activity check-in

Occasionally, the app will check in with you about the day-to-day activities that your Hinge Health programme is focused on.

1. You will be asked to rate your ability to perform each of these activities on a scale from 0 to 10, then tap ‘Save’. Tap ‘Skip’ if you prefer not to answer.

2. Choose whether to continue focusing on the same activities (‘Continue’) or select different activities (‘Change activities’).

3. If you select ‘Continue’, you will receive a confirmation of your focus activities. Tap ‘Continue’ to move on to the next playlist item.

4. If you chose ‘Change activities’, you’ll be asked to select a replacement for any activities you wish to change. 

   • Tap on the card for a given activity to choose its replacement, then tap ‘Next’ when you are finished. 

   • Rate your ability to perform each new activity you chose, then tap ‘Save’.

   • You’ll receive a confirmation that your exercise programme has been updated to reflect your new activities. Tap ‘Done’ to proceed to the next item in the playlist.

Playlist step: Log your health

Occasionally, the App will ask you to share an update on your back or joint pain as part of your daily playlist. 

1. You will be asked to answer a question about your pain over the past 24 hours for each body area you are currently working on (e.g. neck, ankle).

2. Tap on the scale to indicate how your pain has been, between ‘None’ and ‘Worst imaginable’. 

3. When you are finished, tap ‘Save’ at the bottom of the screen. 

💡 Tip: If you want to pause your playlist during this step, tap the ‘

Playlist step: Education

Your playlist will always include a brief educational article composed by our clinical team to assist you in understanding your back or joint pain and the optimal ways to manage it. Articles in your programme are tailored to you based on your condition. These usually take 2–4 minutes to read and may contain videos. 

1. Swipe up and down on the screen to review the contents of the article. When you are finished, tap the ‘Done’ button at the bottom of the screen. 

2. You then have the option of providing feedback on the article contents by sharing a rating of 1–5 stars and adding any comments or suggestions in the box provided (tap on the box to bring up your device keyboard). 

3. Tap ‘Send’ to submit your feedback to our team, or ‘Skip’ if you’d prefer not to provide feedback.

💡 Tip: If you want to pause your playlist during this step, tap the ‘

Playlist step: Health questionnaires

Occasionally, your playlist will contain one or more short questionnaires to help us better understand how you are doing. 

1. Tap ‘Next’ on the introduction screen to start the questions.

2. Answer the questions on each page. You can tap on text boxes to display your device keyboard and type a response, and you can tap on buttons or checkboxes to select your answers. You may need to swipe up on the screen to view all of the questions. 

3. After the final question at the bottom of the page, you will see a ‘Save’ button. Tap this to continue (note that you will need to answer all the questions on each page to proceed).

4. Some of these surveys (about your mood and your work) are optional. If you prefer not to answer these questions, tap the “I prefer not to answer” checkbox, then “Save” to proceed.

⚠️ Caution: Always adhere to the instructions given by Hinge Health, and ensure you answer the questions you are asked in the mobile app carefully and truthfully.

💡 Tip: If you want to pause your playlist during this step, tap the ‘

Finishing your playlist and bonus sessions

After completing the last step in your daily playlist, you will return to the “Home” tab of the app. 

1. In place of your playlist card, you will then see a ‘bonus session’ card. 

2. You can tap on this to access an extra personalised exercise session, which uses the feedback you shared at the end of your playlist exercise session. 

💡 Tip: Bonus sessions are optional and provide a convenient option if you’d like to do some extra movement on any day. 

4.4 Movement (exercise therapy and Motion Insights)

The typical steps to complete an exercise therapy session with your Mobile app will include:

Preparing for your exercise therapy session

1. We recommend a room with enough space for standing, sitting and lying exercises – at least 2 x 2 metres. If you plan to use the Motion Insights feature, ensure the room is well lit.

2. If you are connected to Wi-Fi, ensure that you are as close as possible to the router to improve connectivity.

3. You’ll need a flat surface to place your device on and something to support it, like a book or water bottle.

4. Ensure you have any equipment needed for your session, e.g. a chair or table. The ‘exercise session summary’ screen at the start of each session lists any equipment needed.

5. Wear comfortable clothing that is not loose or baggy but allows for easy movement. 

Motion Insights tutorial

Motion Insights is our computer vision technology, which provides real-time feedback on your exercise form as you move. If it is your first time using our Motion Insights feature during an exercise therapy session, you will see a short tutorial upon starting that session.

💡 Tip: Motion Insights uses your device’s camera to provide form feedback. This feature uses artificial intelligence to provide feedback – no human will watch you. You can turn Motion Insights off at any time during your session.

1. On the first Motion Insights tutorial screen, tap ‘Learn how we protect your privacy’ if you want to learn more. Proceed by tapping ‘Continue’.

2. Watch three short videos to learn about Motion Insights. You can swipe right or left to skip backwards and forwards between these videos.

3. On the next screen, tap ‘Get started’ to complete the tutorial.

To end the tutorial at any time, tap the ‘

Exercise session overview

Every exercise session begins with a screen displaying an overview of the session, including the session duration, equipment needed and the exercises involved. 

1. Swipe up and down on this screen to view all exercises in the session.

2. Tap the 3 dots (

   ) beside each exercise to view video instructions for that exercise, learn how to modify it to be easier or more challenging, or learn more about our Motion Insights feature (camera-guided exercises).

3. From this screen, you can also enable and disable the Motion Insights feature for the session using the toggle near the bottom of the screen. When Motion Insights is activated, a green camera icon and 'Motion Insights' label will highlight the exercises utilising this feature.

4. Tap ‘View tutorial’ to review the Motion Insights tutorial.

5. Tap ‘Begin’ when you are ready to start your session, or tap ‘

   ’ in the top right corner to return to the previous screen.

Motion Insights setup

If you are using Motion Insights in your session, you will see a few setup screens to help you prepare. You can exit your session or choose to exercise without Motion Insights by tapping the ‘

1. On the first screen, tap ‘Learn how we protect your privacy’ if you want to learn more. Tap ‘Next’ to proceed to the next step.

2. Follow the instructions to increase and test your device volume to ensure you’ll hear the real-time feedback while you exercise.

3. Follow the instructions to set up your exercise space and gather any equipment required for the session. Tap 'Continue' to move on.

4. Follow the instructions on screen to position your device for the session. Tap 'I’m ready' to begin.

Exercise sessions

Motion Insights exercises

If you are using Motion Insights in your session, the first few exercises in the session will use this feature, and the rest will be 'video-guided exercises' (learn more about these below).

⚠️ Caution: If any exercises cause or worsen pain, or if you notice a loss of function, stop immediately (you can still provide feedback in the app if you do this). Consult a doctor if these symptoms persist.

⚠️ Caution: If you feel unsure about your ability to perform or recover from the recommended body position for a movement, such as standing on one leg or lying down, do not perform that exercise.

1. Follow the audio and video instructions to position your body on camera to start your exercises. The top half of your screen will display video instructions, while the bottom half will display the view from your device’s camera. There are several controls on this screen:

   • Tap the back arrow button (

     ) in the top left corner if you need to return to the setup steps.

   • Tap the ‘?’ button at the top of the screen to review the instructions for setting up your exercise space for Motion Insights.

   • Tap the ‘CC’ button at the top of the screen to turn closed captions on or off.

   • Tap the pause button (

     ) in the bottom right corner or the ‘
     ’ button at the top of the screen to pause the exercise. From this point, you can conclude your exercise session or proceed with your exercises without using Motion Insights ('Exercise without camera').

2. Once in position, your first Motion Insights exercise will begin with a short video explaining how to complete the exercise and how many repetitions (reps) you will do.

3. Now it’s time to complete the exercise yourself. Follow the video and audio instructions to complete repetitions. The green dots you’ll see over your body on the screen show how Motion Insights is tracking your movement. 

4. The numbers in the bottom left corner of the screen (e.g. 0/5) shows the number of repetitions you have completed so far and the total number of repetitions you will need to complete for that exercise.

5. The circle around these numbers indicates your range of motion in the current repetition. This circle will fill with colour as you move. You’ll need to reach the triangle-shaped marker on the circle to complete that repetition. Once you reach this marker and the colour in the circle turns from white to green, that means you’ve moved far enough to complete the repetition. Return to the starting position to begin the next repetition.

   • 💡 Tip: You don’t need to aim to completely fill the range of motion circle on each repetition. Ensure you move far enough to complete the repetition (so the line turns green). From there, stretch only as far as is comfortable (but challenging) for you. Your range of motion should improve over time as you continue your programme.

6. As you complete repetitions, the app will give you real-time audio feedback on your exercise form and how to improve it, if needed.

   • ⚠️ Caution: The exercise form feedback provided by our Motion Insights computer vision feature is for guidance purposes only. Do not follow this feedback if you have any concerns about the resulting movements causing discomfort, pain or injury.

7. At any time, you can tap the pause button (

   ) in the bottom right corner to pause the exercise. On the pause menu, you have the following options:

   • Restart exercise: Restart the current exercise from the first repetition.

   • Skip exercise: Skip to the next exercise in the session (any repetitions you’ve completed so far will be saved).

   • Video instructions: View video instructions on how to complete the exercise.

   • Exercise without camera: Turn off Motion Insights and complete the rest of your exercise session with “video-guided exercises” (any repetitions you’ve completed so far will be saved).

   • End exercise therapy: End your session (any repetitions you’ve completed so far will be saved).

   • Resume: Unpause and return to the exercise.

8. Once you’ve completed all repetitions for the exercise, you’ll automatically move on to the next exercise.

9. After completing your last exercise with Motion Insights, you’ll see a confirmation that your device camera has been turned off. From here, you’ll complete the rest of your session with “video-guided exercises”.

Video-guided exercises

These exercises do not use your device’s camera. Instead, you’ll follow video and audio instructions from the app to complete these exercises at your own pace. 

⚠️ Caution: If any exercises cause or worsen pain, or if you notice a loss of function, stop immediately (you can still provide feedback in the app if you do this). Consult a doctor if these symptoms persist.

⚠️ Caution: If you feel unsure about your ability to execute or recover from the recommended body position for a movement, such as standing on one leg or lying down, do not perform that exercise.

1. Before every exercise you will see an introduction screen. This shows how to complete the exercise, how far through your session you are, and how many repetitions (reps) you need to complete.

   • Tap the ‘Auto-Start’ toggle to enable or disable this feature. With Auto-Start enabled, the exercise will commence automatically after 15 seconds without requiring you to tap the screen.

   • Hold your finger on the drawer tab (

     ) halfway down the screen and swipe upwards to see video instructions showing how to complete that exercise and how to modify it to be easier or more challenging. Tap on the play button (
     ) to view a video. Swipe down on the drawer to close it again.

   • Tap ‘Start’ when you are ready to begin the exercise.

2. Follow along in real time with the video and audio instructions to complete the exercise. 

3. The bottom left corner of the screen displays the current repetition number you should aim for and the total target repetitions you should complete overall (e.g. 1/8).

   • 💡 Tip: It’s okay if you complete a different number of repetitions (more or fewer) than the target number shown on the screen. Move at your own pace.

4. At any time during an exercise, you can tap the pause button (

   ) in the bottom right corner to pause the exercise. On the pause menu, you have the following options:

   • Restart exercise: Restart the current exercise from the first repetition.

   • Skip exercise: Skip to the next exercise in the session (any repetitions you’ve completed so far will be saved).

   • Video instructions: View video instructions on how to complete the exercise.

   • End exercise therapy: End your session (any repetitions you’ve completed so far will be saved).

   • Resume: Unpause and return to the exercise.

5. At any time during an exercise, you can tap the gear icon (

   ) in the top right corner. This will pause the exercise and display an ‘Exercise settings’ menu, where you can  adjust the audio settings for your session with the following options. Tap on the toggles to turn each of these on or off:

   • Audio instructions: Controls the verbal instructions during exercises. 

   • Sound effects: Controls the beeps and chimes. 

6. If you need to switch to complete an exercise with your other arm or leg, the app will prompt you to do this halfway through your repetitions.

7. After all repetitions are finished, you’ll automatically move on to the next exercise. 

End of session

After completing the last exercise in your session, you’ll see a few screens:

1. The app will award progress towards your weekly exercise goal, your total number of exercise sessions and your weekly goal streak. Tap 'Continue' to proceed to the next step.

2. If you earned a badge during your exercise session (e.g. for completing a certain number of total sessions), the app will award it. Tap “Continue” to move to the next step.

3. The app will display a summary of the session you have just completed, including the body areas you worked on and how many exercises and repetitions (reps) you completed. Swipe up and down on this screen to view all of the content.

   • If the exercise session was part of your daily playlist, you will see a “Need to adjust your next session?” section on this screen. Here, you can provide feedback on any of the exercises in the session. Tap “Too easy” or “Too hard” next to any exercise you’d like to provide feedback on (you do not need to provide feedback on every exercise). Your feedback will be used to adjust the exercises in your upcoming sessions to better suit your needs.

   • 💡 Tip: Once exercise feedback has been entered, it cannot be taken back or undone. Therefore, take special care to enter your feedback correctly.

   • ⚠️ Caution: Enter your exercise feedback carefully and truthfully. Providing inaccurate or incorrect information may result in you being given exercises that are not suitable for your condition.

4. Tap 'Continue' when you are ready. If you shared feedback on the exercises in your session, you’ll see a pop-up confirming that this feedback has been submitted. Tap “Next” to complete the session.

4.5 Navigating the mobile app

In the Hinge Health mobile app, you will find four different areas (also known as tabs) accessible via the bottom bar and the gear icon in the top right corner of the Home screen. These four areas are:

1. 'Home'

2. “Progress”

3. 'Library'

4. “Settings”

1. The “Home” tab

The “Home” tab is the hub of your Hinge Health experience and can be accessed by tapping its name or icon (

1. Start or resume your daily playlist: Tap “Start” or “Continue” on the daily playlist card near the top of the screen (under the “Today” header).

2. Track your progress against your weekly exercise goal: You can see your current weekly goal and your progress against it in the card at the top of the screen. For example, “1/3” means you’ve completed 1 session out of your 3-session goal.

   • 💡 Tip: Your weekly goal is counted from Monday to Sunday each week.

   • 💡 Tip: If you want to adjust your weekly goal, tap on this card. On the next screen, tap the box that displays 'N sessions' (where N is a number). This will present a list of options for adjusting your goal to anywhere between 1 and 7 sessions. Tap on your preferred option to select it as your new goal, then tap ‘Save’ to confirm. To return to the 'Home' tab without adjusting your weekly goal, tap the ‘

     ’ button in the top right corner.

3. See the current status of your weekly goal streak: The number next to the lightning bolt icon in the card at the top of the screen shows your current streak. For example, a number “2” means you’ve hit your weekly exercise goal two weeks in a row. 

4. Browse more exercise sessions: 

   • Under the “Browse more exercises” header, you can find a broader selection of exercise therapy sessions, in addition to the exercises in your daily playlist.

   • This offers you a range of different session durations, challenge levels and focus areas (body areas), which you can complete instead of – or in addition to – your daily playlist. These sessions will also count towards your weekly exercise goal and your weekly goal streak.

   • Swipe sideways on the cards to see more sessions, and tap on a card to see the contents of that session. When viewing the contents of a session, you can either tap “Begin” at the bottom of the screen to start that session or the

     button in the top right corner to return to the Home tab.

   • Alternatively, tap directly on the “Browse more exercises” header to view our complete range of additional exercise sessions. On the resulting screen, you can swipe sideways on the cards at the top of the screen to select the body area you want to focus on, and then swipe up and down to see all of the available sessions for that body area. Tap on each session to view its complete contents. When viewing the contents of a session, you can either tap “Begin” at the bottom of the screen to start that session or the

     button in the top right corner to return to the list of sessions.

⚠️ Caution: The selection of exercise sessions provided in the mobile app, for example under “Browse more exercises” on the “Home” tab, do not constitute recommendations based on your specific condition or ability. Review the contents of any session carefully before starting it. If you have any concerns about the contents of a session, consult your doctor before attempting it. 

2. The “Progress” tab

You can access the 'Progress' tab by tapping its name or icon (

In this tab, you will find an overview of your exercise therapy activity in the app, as well as the badges that you have unlocked so far. This screen has two sections:

1. “Activity” section: This is the section you’ll see when you first arrive on the “Progress” tab. Here, you can see your progress towards this week’s exercise goal, the total number of exercise sessions you have completed in the app, and your current weekly goal streak. Further down the screen, you can also see a calendar showing when you completed exercise sessions in the app. On this calendar:

   • A dark green circle with a white centre indicates the current date and shows that you have not yet completed an exercise session in the app on this day.

   • A filled-in dark green circle indicates the current date and shows that you have completed one or more exercise sessions in the app on this day.

   • A filled-in light green circle indicates a previous date on which you completed one or more exercise sessions in the app.

   • Tap ‘Week’ or ‘Month’ to switch between viewing a weekly or monthly calendar.

   • Tap the left and right arrows at the top of the calendar to view different weeks or months.

2. “Achievements” section: You can access this section of the “Progress” tab by tapping the word “Achievements” at the top of the screen. This section shows all of the Hinge Health badges that you have unlocked so far and some that you have yet to unlock. Badges are virtual rewards that you receive for doing different things in the Hinge Health app – such as completing a certain number of exercise sessions, exercising on holidays (such as New Year's Day), and more. 

   • You can swipe up and down on this screen to see the different badge categories available, and swipe sideways to see which badges you’ve unlocked under each category.

   • Badges you have unlocked are shown in colour, while those you haven’t unlocked yet are grey. You can tap on a badge you’ve unlocked to see the date on which you earned it, and you can tap on a badge you haven’t unlocked yet to see how to earn it.

   • You can also tap “See all” next to each badge category to view a summary of all badges within that category. 

   • Some badges are secret, so you won’t be able to see them on this screen if you haven’t earned them yet. Continue using your Hinge Health programme regularly and see what you unlock!

3. The “Library” tab

You can access the “Library” tab by tapping its name or icon (

In this tab, you can browse a collection of exercise sessions, as well as educational articles about your back or joint pain. This screen has two sections:

1. “Exercise” section: This is the section you’ll see when you open the “Library” tab. 

   • At the top of the screen, you can access exercise therapy sessions from your previous daily playlists (under the “Your sessions” header). Swipe the cards sideways to browse the sessions, and tap on the picture card for any session to see its contents (and start it if you wish). You can also tap on the “Your Sessions” header to see all of your playlist sessions in a list view.

   • Swipe up and down on the 'Exercise' screen to view additional content. Under the 'Explore' header, you can browse our library of exercise sessions. Tap on a card to view a list of exercise sessions targeting a specific body area. 

   • You can also tap directly on the “Explore” header to see a list of all exercise sessions. On the resulting screen, you can swipe sideways on the cards at the top of the screen to select the body area you want to focus on, and then swipe up and down to see all of the available sessions for that body area. Tap on any session to see its full contents. When viewing the contents of a session, you can either tap “Begin” at the bottom of the screen to start that session, or the

     button in the top right corner to return to the list of sessions.

   • 💡 Tip: Any exercise sessions you complete from the Library will also count towards your weekly exercise goal and your weekly goal streak.

   • ⚠️ Caution: The selection of exercise sessions provided in the mobile app, e.g. under the “Library” tab, do not constitute recommendations based on your specific condition or ability. Review the contents of any session carefully before starting it. If you have any concerns about the contents of a session, consult your doctor before attempting it.  

   • At the bottom of the “Exercise” screen is the Motion Insights library, which allows you to get personalised exercise form feedback on a specific exercise using your device’s camera. Tap on the card that reads “Get personalised insights and check your form” to access this. On the resulting screen, swipe up and down to view the available exercises. When you are ready to try an exercise, tap on it and follow the instructions on the screen to begin your Motion Insights session (see Section 4.4 of this User Manual for more information).

2. “Education” section: While you are in the “Exercise” section of the library, tap “Education” at the top of the screen to access the Education section. This contains a list of all education articles that are included as part of your programme. Swipe up and down the list to view all articles, and tap on an article to read it. Additional information about reading education articles can be found in Section 4.3 of this User Manual. Articles you have already read will still appear in the “Education” section.

4. The Settings tab

Visit the “Settings” tab by tapping the gear icon (

1. The Settings tab is divided into sections. Swipe up and down on the screen to view a list of options under each section. 

2. Tap anywhere on a list item to access it. Only list items with the arrow symbol (

   ) on the right-hand side of the screen can be tapped. 

3. To return to the Settings tab after viewing most items, you can tap the back arrow button (

   ) in the top left corner of the screen, or the
   button in the top right corner.

Options available in the Settings tab are as follows.

“Profile” section

• Your name.

• Focus areas & activities: Review the body areas and day-to-day activities that your Hinge Health programme is focused on. Swipe up and down on this screen to view all of the information. If you have chronic pain in multiple areas, you can also change the body areas that your programme is focused on by tapping “Update my programme” and following the resulting instructions.

• Weekly goal: View and adjust your weekly exercise goal. On this screen, tap the box that says ‘N sessions’ (where N is a number). This will display a list of options for modifying your goal, ranging from 1 to 7 sessions. Tap on your preferred option to select it as your new goal, then tap “Save” to confirm.

“Preferences” section

• Language: Tap this option to change the language of your Hinge Health app. This will take you out of the Hinge Health app, to the Settings on your device. Once you have adjusted your language preferences, you will need to re-open the Hinge Health app on your device. If you have changed the app language, the app will then reload in the updated language (you will be directed back to the 'Home' tab).

“General” section 

• Contact support: See the phone and email contact information for the Hinge Health support team, as well as a link to our Help Centre on the web (www.hingehealth.com/support). On this webpage, you can find frequently asked questions about the app and programme, as well as a live chat feature to ask the Hinge Health support team questions.

• Legal, privacy & regulatory: Review our terms and conditions, our privacy and cookie policy, and other important regulatory information. You can also change your app cookie settings here at any time, including revoking all permissions for non-essential cookies, by selecting “App cookie settings”.

• Sign out: Signs you out of the Hinge Health mobile app. See more information in Section 5.4 of this User Manual.

4.6 Mobile app glossary

Symbols and icons

Abbreviations

4.7 What to do if the mobile app is not working

If you encounter any issues accessing or using the Hinge Health Mobile App, please refer to the troubleshooting steps in Section 7 of this User Manual. If you require further assistance, please email the Hinge Health support team at global-support@hingehealth.com. You can also call us or access our live chat feature on our website.

5. Technical information 

5.1 Software compatibility (programme questionnaire and mobile app)

Programme questionnaire

The Hinge Health programme questionnaire is supported on the following web browsers and versions. If you encounter any problems using the questionnaire, please contact the Hinge Health support team using the details on our website for assistance.

* Hinge Health actively supports all versions from this one upwards.

Mobile app

• Note: To check whether your device meets the minimum operating system requirements for the mobile app, please refer to your Apple App Store (iOS) or Google Play Store (Android).

• Note: A stable internet connection (Wi-Fi or mobile data) is required to sign in to and use the full functionality of the mobile app. 

5.2 Installing the mobile app

You can download and install the Hinge Health mobile app onto your personal smartphone or tablet device at any time by following the steps below. If you encounter issues at any step, look for the ℹ️ icon in the instructions below for help, or contact the Hinge Health support team using the details on our website for assistance.

On an iOS device (iPhone or iPad):

1. Access the Hinge Health app in the Apple App Store by either:

   • Opening the App Store on your device and searching for “Hinge Health” (you should see Hinge Health appear as one of the top items in the list of results)

   • Alternatively, you can follow this link (onelink.to/7krhxz) or scan the QR code below:

     Please use the default camera on your device to scan the QR code, not a third-party application.

2. Tap the ‘GET’ button next to the Hinge Health result in the App Store and follow the instructions on your device to download and install the app. Note that download may take up to several minutes, depending on your internet connection.

   • ℹ️ If you are asked to enter an Apple Account password to download the App but don’t remember this password, get help at support.apple.com/HT201487.

   • ℹ️ If you see a message that says “This application requires iOS [#] or later” when you try to download the app, find help at www.hingehealth.com/-/device-compatibility-issues-with-app/.

   • ℹ️ If you see a message indicating that your device lacks sufficient storage or memory to download the app, please visit www.hingehealth.com/-/not-enough-storage-or-memory-to-download-app for assistance.

   • ℹ️ If your app download is very slow or failing to complete, find help at www.hingehealth.com/-/help-with-slow-or-blocked-app-download.

3. Once the mobile app is downloaded, you’ll see an ‘OPEN’ button. Tap that to open the app, and you’re ready to go!

On an Android device (smartphone or tablet):

1. Access the Hinge Health App page on the Google Play Store by either:

   • Opening the Play Store on your device and searching “Hinge Health” (you should see Hinge Health appear as one of the top items in the list of results)

   • Alternatively, you can follow this link (onelink.to/7krhxz) or scan the QR code below:

     Please use the default camera on your device to scan the QR code, not a third-party application.

   • ℹ️ If you were asked to sign in to the Play Store but can’t remember your details, find help at www.hingehealth.com/-/app-store-google-play-store-login-help.

2. On the Hinge Health app page, tap the ‘Install’ button and follow the instructions on your device to download and install the app. You’ll see the progress of this download as a percentage on the screen. Note that download may take up to several minutes, depending on your internet connection.

   • ℹ️ If you see a message that says “Your device isn’t compatible with this version” when you try to download the app, find help at www.hingehealth.com/-/device-compatibility-issues-with-app.

   • ℹ️ If you see a message indicating that your device lacks sufficient storage or memory to download the app, please visit www.hingehealth.com/-/not-enough-storage-or-memory-to-download-app for assistance.

   • ℹ️ If your app download is very slow or failing to complete, find help at www.hingehealth.com/-/help-with-slow-or-blocked-app-download.

3. Once the mobile app is downloaded, you’ll see an ‘Open’ button. Tap that to open the app, and you’re ready to go!

5.3 Mobile app maintenance and updates

We typically release new updates to the Hinge Health mobile app every couple of weeks. 

⚠️ Caution: We recommend that you keep your mobile app updated to the latest version to benefit from our latest features and improvements, as updates may contain important security-related content.

Instructions for updating your Hinge Health mobile app (automatically or manually) can be found at www.hingehealth.com/resources/support/updating-your-hinge-health-app. We recommend enabling automatic app updates, which is the most convenient option to stay up to date.

5.4 Signing out of the mobile app

Signing out of the app

You can sign out from the Hinge Health mobile app on any device at any time. The steps are as follows: 

1. Tap the gear icon in the top right corner of the app 'Home' tab to open the 'Settings'

   tab.

2. Scroll down to the bottom of the “Settings” tab and tap the “Sign out” option, then confirm your choice by tapping “Sign Out” on the resulting pop-up. 

3. This will return you to the sign-in screen. Your Hinge Health account will not be deleted.

4. To access your Hinge Health account again on that device, you must sign back in. Instructions for doing this are in Section 4.1 of this User Manual.

App session timeout

1. For security purposes, your mobile app session will ‘time out’ every 30 days, and you will automatically be signed out of your account. 

2. When this occurs, you must adhere to the guidelines in Section 4.1 of this User Manual to log back in.

5.5 Uninstalling the mobile app 

You can uninstall the Hinge Health app from any device at any time by following the instructions below. You do not need to sign out of the app before uninstalling.

• On an iOS device (iPhone or iPad): 

  1. Locate the Hinge Health app on your device’s home screen.

  2. Press and hold the app icon until the menu appears.

  3. Tap “Remove app“ or “Delete app”, then confirm.

  4. More detailed instructions can be found on Apple’s support website at support.apple.com/en-gb/101550.  

• On an Android device (phone or tablet): 

  1. Go to your device's settings, then “Apps” or “Application Manager“.

  2. Find the Hinge Health app in the list and tap on it.

  3. Select “Uninstall” and confirm your choice.

  4. More detailed instructions can be found on Google’s Support website at support.google.com/android/answer/13627402.

Uninstalling the app will not delete your Hinge Health account or the associated data. If you reinstall the app and sign back in later, you will be able to access your data and progress.

If you do not intend to use Hinge Health again in the future, we recommend that you:

1. Ensure that you have signed out of the Hinge Health mobile app on all devices

2. Delete any Hinge Health sign-in details stored on your device or your password manager (e.g. LastPass, 1Password, etc.)

3. Contact us to delete your Hinge Health account and associated data (see Section 5.6 of this User Manual). Once deleted, your account and data cannot be recovered.

5.6 Deleting your account and data

You can permanently delete your Hinge Health App and request that we delete any data we store on you. To initiate that request, follow the process outlined in our privacy policy at https://www.hingehealth.com/about/privacy/. Once your data is deleted, your account and data cannot be recovered.

6. Best practice for safely using Hinge Health

To ensure a safe and secure experience while using our service (including the programme questionnaire and Hinge Health mobile app), we recommend the following best practice:

1. Protect your personal information

• Use strong passwords: Create a strong and unique password for your Hinge Health account. Avoid using common words, easily guessed phrases or the same password for multiple accounts. 

• Do not share your account details: Your Hinge Health account contains your personal health data. Never share your account details with anyone else. 

2. Secure your devices

• Update your app and device: Regularly update the Hinge Health mobile app and your device’s operating system to ensure you have the latest security patches and features. We recommend that you check both the operating system and the Hinge Health app for updates at least once a month, or enable automatic app updates (see instructions at: www.hingehealth.com/resources/support/updating-your-hinge-health-app). If older or not commonly used software is used, you may be limited or unable to use the services, or you may become susceptible to cyberattacks.

• Use a device passcode: Establish a secure passcode or biometric authentication (such as fingerprint or facial recognition) on your device to prevent unauthorised access.

3. Protect your privacy

• Be cautious with public Wi-Fi: Avoid using public Wi-Fi networks to access the programme questionnaire or mobile app. If necessary, use a virtual private network (VPN) to secure your connection and protect your data from potential hackers.

4. Stay vigilant

• Recognise phishing attempts: Be wary of emails, messages or links claiming to be from Hinge Health that ask for personal information. Hinge Health will never ask for your password via email or phone.

• Report suspicious activity: If you notice any unusual activity in your account or suspect unauthorised access, contact the Hinge Health support team immediately.

5. Review privacy settings

• Privacy and cookie policy: Review Hinge Health’s privacy and cookie policy at www.hingehealth.com/about/privacy/?country=ROW to understand how your data is collected, stored and used – as well as your rights to access, correct or delete the personal data we hold on you, and how to withdraw your consent to the processing of your data.

7. Troubleshooting guide

If you encounter any issues with the mobile app or programme questionnaire that you require assistance with, please contact the Hinge Health support team at global-support@hingehealth.com. Alternatively, you can call us or use our live chat feature via our website.

How do I install the Hinge Health app on my device?

Section 5.2 of this User Manual provides step-by-step instructions to install the app on your phone or tablet. If you have any questions or need assistance with installing the app, contact the Hinge Health support team. 

I want to change the focus of my programme to different body areas.

You can change the focus of your programme at any time. From the 'Home' tab of the app, open the 'Settings' tab by tapping the gear icon in the top right corner of the

I see a message during my exercise session that says “Audio instructions lost due to poor network connection”

To avoid this issue, ensure that you have a stable internet connection. 

If you are using Wi-Fi 

1. Open the settings on your device

2. Tap “Wi-Fi” or “Connections”

3. Ensure you are connected to a Wi-Fi network. It may also help to ensure you are positioned close to the internet router.

4. Check whether you have a stable internet connection. The Wi-Fi icon in the top status bar will indicate the connection strength. You can also test your connection speed at a speed test website such as speedtest.net, or use a speed test app if you have one installed.

If you are using mobile data

1. Open the settings on your device

2. Tap “Cellular data” or “Mobile data” (iOS) or “Mobile network” or “Connections” (Android)

3. Make sure mobile data is enabled and verify that the signal strength bars in the top status bar show a strong signal. You can also test your connection speed at a speed test website such as speedtest.net, or use a speed test app if you have one installed.

If this issue persists, please contact the Hinge Health support team.

I’m receiving an education article in my daily playlist that I’ve already read on a previous day.

To ensure you see the next article in your next playlist, make sure you tap the “Done” button at the bottom of the article when you finish reading, and either provide feedback or skip the feedback pop-up.

I’m receiving health questionnaires at the end of my daily playlist even though I’ve already answered them on a previous day

Ensure that you complete all health questionnaires to avoid encountering them again in your next playlist.

1. Answer all questions on each health questionnaire page (or tap ‘I prefer not to answer’ if you prefer to skip the optional questions about your mood or work), and tap ‘Save’ at the bottom of the screen to move to the next page.

2. Ensure you reach the final page of questions (e.g. '3 of 3 pages'), answer all questions and tap ‘Save’ to submit the final page

3. Once you have moved on to the “Home” tab of the app, or the next step in the playlist, your health questionnaires are fully complete, and you should not see them again for several weeks.

I can’t perform an exercise in my session.

1. Learn how to adjust an exercise to be easier or more challenging by pressing the ‘Pause’ button (

   ) located in the bottom right corner of the screen during the exercise, selecting “Video instructions”, then “Exercise modifications”.

2. Alternatively, you can skip any exercise by tapping the ‘Pause’ button (

   ) in the bottom right corner of the screen and tapping “Skip exercise”.

3. If the exercise session is part of your daily playlist, ensure that you provide feedback at the end of the session. On the Session Summary screen, you will see a ‘Need to adjust your next session?’ section, where you can select “Too easy” or “Too hard” next to any exercise you’d like to provide feedback on. Your feedback will be used to adjust the exercises in your next session to better suit your needs.

The Motion Insights feature keeps prompting me to assume the correct position or fails to register my exercise repetitions.

When using Motion Insights, your entire body must be clearly visible on your device's camera for optimal results. Here are a few tips to help:

• Place your device on the floor or a low surface, and step back 7–8 feet from it to ensure you are in view

• Ensure the space where you are exercising is well-lit

• Avoid wearing baggy or loose clothing

If these issues persist, please contact the Hinge Health support team.

The app signed me out and I’ve forgotten my account details

Please contact the Hinge Health support team for assistance in recovering your account details.

I requested a password reset email, but I didn’t receive one

Password reset emails can sometimes take a few minutes to arrive. If you don’t see an email after a few minutes, please try the following steps:

1. Check your email spam and marketing folders

2. Try re-requesting the email in the mobile app

If you still do not receive an email after trying these steps, please contact the Hinge Health support team, who will be able to assist in resetting your password.

I requested an SMS verification code to sign in to the Hinge Health app, but I didn’t receive one

If you do not receive an SMS with a verification code:

1. Tap “Problem with the code?” on the App screen that asks you to input the code and select “Resend code”.

   • If you request a code too many times in quick succession, you may need to wait before you can request one again.

2. If you do not receive the code after a couple of attempts, tap the back arrow button (

   ) in the top left corner of the screen and double-check that you have entered the correct country and phone number.

If you encounter further issues, please contact the Hinge Health support team for assistance.

An app update is taking too long

We recommend that you use Wi-Fi to download updates to the mobile app, as this is typically faster than using a mobile data connection. Follow the steps below to ensure that you are connected to the internet and have a stable connection.

If you are using Wi-Fi 

1. Open the settings on your device

2. Tap “Wi-Fi” or “Connections”

3. Ensure you are connected to a Wi-Fi network. It may also help to ensure you are positioned close to the internet router.

4. Check whether you have a stable internet connection. The Wi-Fi icon in the top status bar will indicate the connection strength. You can also test your connection speed at a speed test website such as speedtest.net, or use a speed test app if you have one installed.

If you are using mobile data

1. Open the settings on your device

2. Tap “Cellular data” or “Mobile data” (iOS) or “Mobile network” or “Connections” (Android)

3. Make sure mobile data is enabled and verify that the signal strength bars in the top status bar show a strong signal. You can also test your connection speed at a speed test website such as speedtest.net, or use a speed test app if you have one installed.

If you have a stable internet connection but the update does not complete, please contact the Hinge Health support team.

If you do not have a stable internet connection at home, please contact the Hinge Health support team.

My app keeps freezing

If you encounter repeated freezing, please contact the Hinge Health support team.

My app shut down mid session

Please contact the Hinge Health support team for further assistance.

I want to change the email address, phone number or other details on my Hinge Health account

Please contact the Hinge Health support team for assistance in changing your account details.

I want to opt out of the Hinge Health programme

We’re sorry to see you go. Please contact the Hinge Health support team for assistance with opting out from your programme. 

8. Regulatory information

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