Hinge Health

Technical Support FAQ

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In this guide you will find some quick troubleshooting tips for the 4 most common questions or scenarios that you may encounter while using our program.

If you have any questions or issues, please contact our Technical Support team directly for assistance.

Hinge Health Technical Support is available at (855) 902-2777 ext. 2 on Monday - Friday between 6am - 6pm PST. You may also reach us by emailing help@hingehealth.com.

#1 General Troubleshooting: App Close and Relaunch (fixes most issues)

You may experience the following:

  • "The app is unresponsive"

  • "The app is buggy or slow"

  • "The app is stuck on the screen with the birds"

  • "The app is stuck on loading"

  • "The app says 'Taking too long?' and never generates my playlist"

How to resolve:

  1. Verify and confirm your connection to WiFi on your device

  2. General guidance: close the app complete and reopen it

    A. For Lenovo/Android

    i. Tap the square in the bottom right corner of the display and then tap 'Clear all'

    B. For iOS (Apple)

    i. To close background apps, swipe up with your index finger from the bottom of the screen and hold it in the center

    ii. Then remove your finger from the screen and swipe up across the minimized Hinge Health app to completely close it

    iii. Tap on the empty space above or below the minimized applications to return to your device home screen

  3. Relaunch the app and login. Install any updates if prompted.

#2 Sensor Calibration for Neck, Shoulder and Low Back Programs

You may experience the following:

  • "My sensors aren't registering my position correctly"

  • "I can't get past the stand straight step"

  • "The sensors wants me to bend backwards in order to reach the position"

  • "The sensors are going the opposite direction"

How to resolve:

  1. Completely charge the sensors for at least four hours

  2. Unpair the sensors (in the app, go to Account > Unpair Sensors > Yes)

  3. After the sensors have been charged and unpaired, move the chest sensors to below the chest, on the diaphragm resting as flat and vertical as possible

  4. Make sure the chest sensor has its green light pointed toward your head

  5. Please attempt your next exercise session

#3 Sensor Calibration for Knee and Hip Programs

You may experience the following:

  • "My sensors aren't registering my position correctly"

  • "I can't reach the target zone"

  • "The sensor wants me to bend backwards in order to reach the position"

How to resolve:

  1. Completely charge the sensors for at least four hours

  2. Unpair the sensors (in the app, go to Account > Unpair Sensors > Yes)

  3. Raise the thigh sensor by an inch and lower the shin sensor by an inch with the green lights on the sensor facing towards your head. Please make sure the sensors are placed in the center of the leg. (Ex: on top of the shin bone and in the middle of the thigh)

  4. For a sitting calibration, make sure the chair that is being used allows you to rest your foot flatly and has the knee and hip equal distances from the floor (you should sit flatly as well)

#4 Progress and WiFi Issues

You may experience the following:

  • "When I login it says 'Network error'"

  • "I did complete a session this week, but I can't see it?"

  • "Why are my devices showing different levels?"

How to resolve:

  1. General guidance: Close the app and completely reopen it

    A. For Lenovo/Android

    i. Tap the square in the bottom right corner of the display and then tap 'Clear all'

    B. For iOS (Apple)

    i. To close background apps, swipe up with your index finger from the bottom of the screen and hold it in the center

    ii. Then remove your finger from the screen and swipe up across the minimized Hinge Health app to completely close it

    iii. Tap on the empty space above or below the minimized applications to return to your device home screen

  2. Relaunch the app and login. Install any updates if prompted.

  3. Verify your WiFi connection

    A. On Lenovo/Android: go to the Google Chrome web browser and verify a search result populates

    B. On iOS: go to the Safari web browser and complete a search verifying the results populate.

    C. If no results populate, please reconnect to your WiFi

    D. If you are unsure of how to reconnect to your WiFi, please contact Technical Support for direct assistance at (855-902-2777 ext. 2 from 6am - 6pm PST on Monday - Friday).

  4. If you are able to verify WiFi connectivity, relaunch the app on your device. This will cause a sync with our system and progress should update

Notes for Progress and WiFi:

  • Members who use multiple devices for Hinge Health will need to completely close and relaunch on all devices with a WiFi connection, to properly sync all of the devices with the same progress

  • Members who were disconnected from WiFi and signed out will have lost their progress and it is not recoverable. Completing one playlist will count for the credit lost, but a streak or achievement can not be recovered

If you have any questions or issues, please contact our Technical Support team directly for assistance at (855) 902-2777 ext 2 or help@hingehealth.com.