FAQ’S

WHO ARE WE?

Inspire people to positively affect their health by outsmarting chronic conditions for a healthier lifestyle.

NovoCare®Saxenda® is a scalable, cost effective Artificial Intelligence platform for prediction, prevention, management and outcome improvement of chronic conditions.

NovoCare®Saxenda® team, which includes worldwide leading professionals in the fields of medicine, psychology, nutrition, diet, and athletic trainers, is a winning combination that enables creation of a tailor-made program to individuals. This program raises the participant’s adherence to physical activity, weight loss, and enhancement of health and nutrition.

WHAT IS NOVOCARE®SAXENDA®?

  • NovoCare®Saxenda® is an AI platform designed to help you lose weight and keep the weight off to enhance your overall health.
  • Throughout the day we send you personalized recommendations that fit into your daily lives to encourage you to be more active and lose weight.
  • We help you integrate physical activity (mainly walking, but you can also perform other aerobic exercises as long as you carry your phone) into your day – every day – until it becomes a part of your daily routine.
  • NovoCare®Saxenda® provides you with a personalized weight loss plan that helps you reach your goals.
  • We start with smaller goals, which we adapt gradually, based on your progress.

GENERAL GUIDELINES

  • Keep the app running in the background, it does not drain the battery.
  • Allow the app to send push notifications. This is how the app works to help you become healthier and achieve your health goals.
  • Allow the app to use GPS/location. This allows us to be more accurate with our calculations (NovoCare®Saxenda® only uses your data for personalized guidance).
  • Avoid activating battery optimization directly on the NovoCare®Saxenda® app. Sometimes the operating system default settings use a battery optimizer that runs an aggressive energy policy which terminates apps that have not been used for a while. NovoCare®Saxenda® app was designed to track user activity in the background, and consume minimal energy.
  • Allow the app to access your calendar. This allows us to send you just-in-time recommendations.
  • We send you questionnaires from time to time to understand your needs and help improve the program. Your feedback is important to us!

NOTICE

NovoCare®Saxenda® is not a health care provider. The contents of its service, such as text, graphics, images, and other material contained in the services are not a substitute for the professional judgment of a physician or health care professional in diagnosing and treating patients.

If participants have or suspect that they have a medical problem or condition that may prevent them from continuing the program, they are required to stop the program immediately and contact a qualified health care professional.

Patients must consult with their health care professionals, perform all necessary research and use their judgement before making any health, exercise, activity or lifestyle choices. Please engage in any activity and/or exercise responsibly.

If you experience any technical problems, please contact us at: NovoCare@sweetch.com

   

HOW DOES NOVOCARE®SAXENDA® ACTIVITY TRACKING WORK?

NovoCare®Saxenda® uses sensors and location information from your smartphone device to recognize activity, routes and places. The data is uploaded to our servers, which does most of the complex processing providing you with personalized recommendations that helps you achieve your goals.

WHERE SHOULD I CARRY MY SMARTPHONE?

NovoCare®Saxenda® works in your pocket, bag, purse, hand or armband – the important thing is that you have your smartphone with you. The app cannot track your walking or running if you leave it at home ?

WHICH ACTIVITIES DOES NOVOCARE®SAXENDA® RECOGNIZE?

NovoCare®Saxenda® automatically tracks walking or running. You can also now manually report on other types of physical activity within the app, such as: yoga, Pilates, swimming and more.

HOW ACCURATE IS THE ACTIVITY COUNTER?

NovoCare®Saxenda® recognizes activity when you are continuously walking or running.
To help you maintain a healthy weight and enhance your health, we are eliminating short activities that have no clinical effect such as walking around the house, washing the dishes, doing laundry, cooking and more.

DOES NOVOCARE®SAXENDA® RECOGNIZE RUNNING AND WALKING ON A TREADMILL?

If you carry your iPhone, it will recognize the activity.

HOW DOES THE APP WORK IN THE BACKGROUND?

The app automatically tracks your activity in the background 24/7. If you remove it from the recent apps list, NovoCare®Saxenda® will be off for a while, but it wakes up automatically when you move to a new location.

IS GPS ON ALL THE TIME?

No. GPS is only used when you are moving, and it is used occasionally to detect movement speed and routes. Note that the arrow icon in the status bar doesn’t mean that the GPS is on. It’s indicating that location services are on in general.

WHY CAN’T I CHANGE MY DAILY AND WEEKLY GOAL?

NovoCare®Saxenda® creates a highly personalized activity plan which is continuously tailored to individual’s behaviors, life habits, and motivation. Assigning daily and weekly goals based on your activity performed.

CAN NOVOCARE®SAXENDA® RECORD ANY ADDITIONAL EXERCISES BESIDES WALKING AND RUNNING?

According to WHO, achieving 150 moderate intensity active minutes a week has significant weight loss benefits. Moderate intensity activity would be brisk walking or jogging and therefore NovoCare®Saxenda® app incorporates LTPA (Leisure time physical activity) into your daily routine. We provide you with real-time recommendations, assigning you with activity goals.

WHY DOES NOVOCARE®SAXENDA® SOMETIMES RECOGNIZE ACTIVITY OR PLACES INCORRECTLY?

NovoCare®Saxenda® is based on state-of-the-art activity- and place-recognition algorithms, but minor hiccups can (and will) occur and we are working hard to improve the accuracy.

DOES NOVOCARE®SAXENDA® WORK ABROAD WHEN DATA ROAMING IS OFF?

Activity can be collected without an internet connection. However, if you travel to a new country and do not have an internet connection, the personal recommendations may be less accurate, and updating your program may be difficult until you establish a network connection. Visiting a Wi-Fi hotspot just once can help NovoCare®Saxenda® improve the accuracy.

WHAT SHOULD I DO IF I DON’T SEE ACTIVITY IN NOVOCARE®SAXENDA® APP?

Activity is captured using the device sensors to provide you with real-time recommendations. If activity is not captured, verify the following:

  1. iOS –
    1. You are using an iPhone device
      1. Model 5s or above
      2. iOS 10 or above
    2. Permission to Motion & Fitness is enabled (Device Settings > NovoCare®Saxenda®)
    3. Permission to Background App Refresh is enabled (Device Settings > NovoCare®Saxenda®)
    4. Permission to Enable Location Services
  2. Android –
    1. You are using an Android device
    2. OS is Lollipop or above
    3. Android 5 (API 21) or above
    4. Google play services are updated
    5. Allow Location in NovoCare®Saxenda® App Permissions (Device Settings > Applications > NovoCare®Saxenda® App > App Permissions > Allow Location)
    6. Disable Battery optimization for the NovoCare®Saxenda® App, for instructions click here
    7. You are Samsung User: Add the NovoCare®Saxenda® App to “Unmonitored Apps” List, for instructions click here

HOW DO I UPDATE MY HEIGHT?

You can update your height through your Profile in NovoCare®Saxenda® app (NovoCare®Saxenda® > Menu > My Profile > Height).

HOW DO I REPORT MY WEIGHT?

You can report your weight in two ways:

  1. Sync with our Bluetooth Digital Scale –
    1. Enable Bluetooth on your device
    2. Press the “Weight” icon on the bottom of the home page
    3. Stand on the scale
    4. The scale should automatically sync, but if not – select the “Sync Scale” button
  2. Manually update your weight –
    1. Press the “Weight” icon on the bottom of the home page
    2. Select the “Update weight” button
    3. Update your current weight

HOW DO I REPORT A PROBLEM?

If you are experiencing a problem that is making your NovoCare®Saxenda® experience less than optimal, please let us know! You can do it by reporting a problem from the setting menu (NovoCare®Saxenda® > Menu > Settings > Report a problem).

HOW CAN I RESET MY PASSWORD?

In order to reset your password, please follow these steps:

  1. Tap on “Existing User” (on the first welcome screen)
  2. Tap on “Forgot Password”
  3. Enter the phone number you used to create an account with NovoCare®Saxenda®
  4. You will receive an SMS with a temporary link to reset your password
  5. Click on the link and create a new and secured password
  6. If the system doesn’t recognize your previous account or if you don’t receive an SMS, send us an email to NovoCare@sweetch.com

I FORGOT MY PASSWORD, WHAT SHOULD I DO?

If you forgot your password, you will have to reset it by the following steps:

  1. Tap on “Existing User” (on the first welcome screen)
  2. Tap on “Forgot Password”
  3. Enter the phone number you used to create an account with NovoCare®Saxenda®
  4. You will receive an SMS with a temporary link to reset your password
  5. Click on the link and create a new and secured password
  6. If the system doesn’t recognize your previous account or if you don’t receive an SMS, send us an email to NovoCare@sweetch.com

CAN I USE NOVOCARE®SAXENDA® ACCOUNT ON MY NEW DEVICE?

  1. Make sure you have created an account on NovoCare®Saxenda®
  2. Download NovoCare®Saxenda® app on your new device
  3. Tap on “Existing User” and enter your username and password

CAN I USE MY NOVOCARE®SAXENDA® ACCOUNT ON TWO DEVICES?

Not in parallel. You should log off on one device and only then login in another.

CAN I USE MY NOVOCARE®SAXENDA® APP ON TABLETS/IPAD?

No, NovoCare®Saxenda® is meant to be used on your mobile phone and track your activity in real-time.

If you transfer from iOS to Android, please contact us at: NovoCare@sweetch.com

HOW DOES PRIVACY WORK?

The personal information you provide us through your use of the app is governed by our Privacy Policy. We respect your privacy, and a complete statement of our current privacy policy can be found on our website. We may update our policies and practices from time to time at our sole discretion.

HOW IS MY DATA PROTECTED?

NovoCare®Saxenda® is a HIPAA compliant solution, which means we put the most stringent security measures in place to protect your information. We use technical, contractual, administrative and physical measures in an effort to protect against unauthorized access. These include secure servers, SSL and encryption.

WHAT KIND OF PERMISSIONS DOES NOVOCARE®SAXENDA® NEED?

In order to provide you with a personalized user experience throughout your NovoCare®Saxenda® journey, please allow the following permissions:

Both iOS and Android users –

  • Motion and Fitness
  • Notifications
  • Location Services
  • Calendar
  • Bluetooth for Scale Sync

iOS only:

Please enable the following permissions so that NovoCare®Saxenda® can provide you with accurate activity tracking and real-time recommendations when the app is open and in the background:

  1. Background App Refresh –
    • Upon registration enable Background App Refresh (Settings > NovoCare®Saxenda® > Background App Refresh > Enable)
  2. Location Services –
    • iOS 12 and below: Upon registration set your location permissions to “Always Allow”
    • iOS 13 and above:
      1. Initial Prompt:
        • Upon registration set your location to “When in use”
      2. Secondary Prompt:
        • Set your location permission to “Always Allow”

At any time you can go to your settings to enable Location permissions (Settings > NovoCare®Saxenda® > Location > Always Allow)

Android only:

  • Storage
  • Pop-up Windows

WHY DOES NOVOCARE®SAXENDA® NEED THOSE PERMISSIONS?

NovoCare®Saxenda® only asks for permissions which are needed to provide you a personalized experience and help you live a healthier lifestyle. The permissions to this information allow us to send you just-in-time personalized recommendations.

HOW DO I ENABLE/DISABLE PERMISSIONS?

Changing the permissions is done in the device settings:
iOS: Device Settings > NovoCare®Saxenda®
Android: Device Settings > Apps > NovoCare®Saxenda® > Permissions

WHY IS NOVOCARE®SAXENDA® NOT COUNTING MY ACTIVITY?

It is possible that your activity is not counted because the permission to device motion is disabled.
To enable permissions, open the device Settings > Apps > NovoCare®Saxenda®

WHY DON’T I GET NOTIFICATIONS?

It is possible that you are not getting notifications because the permission to notifications is disabled.
To enable permissions, open the device Settings > Apps > NovoCare®Saxenda®