Hinge Health

Technical Support FAQ

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

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

The Hinge Health support team is available at via phone, email, or live chat. Click here to contact us

General Troubleshooting

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.

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 our support team for direct assistance here via phone, email or live chat.

  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 cannot be recovered

If you have any questions or issues, please contact our support team directly for assistance here via phone, email or live chat.