SUPPORT

You’ve got questions, we’ve got answers. Below you can find answers to some of the most frequently asked questions. If you can’t find the answer you’re looking for, please feel free to reach out to us at info@betterworldhealthcare.com.

What is the difference between using BetterMind in a web browser and the iPad app?

The iPad App and Web Browser App share basic features, however, the Web Browser App has additional features not available on the iPad App. Both versions include the same assessments and library, rapid and accurate calculations, the graphing function, easy test administration, and a user-friendly interface. The browser software also allows you to schedule regular assessments and remotely monitor clients via email. The iPad App, being an earlier version, does not offer the email features.

There are also differences in the hardware and software requirements. The browser software is compatible with any web-enabled device and any of the main operating systems [Android, OS, Explorer, and others] while the iPad App can only operate on an iPad 10 running the iOS 8.2 or later operating system. There is a risk the iPad App’s functionality can be disrupted if Apple updates its operating system and the user inadvertently updates the iPad. For more information visit www.bettermind.com/ipad-app-vs-webapp/.

How does the iPad version work?

Watch this video to learn more about the iPad app:

I can’t login to my BetterMind account via BetterMind.com, even though I know my password.

This may be caused by a problem with your browser. We’d recommend:

  1. Trying to login via a different browser (e.g. Chrome, Safari, Internet Explorer).
  2. To permanently resolve the problem you can clear your browser’s cache. Below are guides for how to clear your cache for major browsers:

I can’t open test results within the Web Browser

Assessment result PDFs are opened in a new tab within the web browser. If you click the results but they do not open your browser will be blocking the popup. To resolve this, after you have pressed the test result look out for an alert at the top of your browser notifying you that a pop up has been blocked, then click “Allow”.

When I try to login to the WebApp I get a blank screen or two forward slashes ( // )

To resolve the // error your browser’s cache will need to be cleared. Below are guides for how to clear your cache for major browsers:

Do I need an Internet Connection to use BetterMind?

Yes.  BetterMind cannot run without an Internet connection. You can use the app with WiFi, a 3G enabled iPad, or tethered to another device, such as an iPhone or smartphone.

How can I get the results from BetterMind on my computer or practice management software?

When a client takes a test the results are automatically emailed in PDF to the clinician’s nominated email address. If accessing results via email, you will need to enter your email address and password to gain access to results. If you enter the wrong password or get an error, exit your internet browser (e.g. Chrome, Safari or Internet Explorer) completely and try again.

Is BetterMind available in North America?

Yes, the BetterMind is available through BetterMind in the American market.

The BetterMind iPad app has stopped working, how can I fix it?

From time to time there may be a bug in BetterMind that stops it from working. To fix this,
1. Press the home button to exit BetterMind
2. Double press the home button (A bar should appear at the bottom)
3. Hold down the BetterMind button in the bottom bar until it starts to shake.
4. Press the red icon in the top left of the BetterMind icon.
5. Relaunch BetterMind and log in
If this does not fix your problem please email support@betterworldhealthcare.com.

How does BetterMind protect my patient information? Is BetterMind Secure?

We take privacy and security very seriously, and use high level 256bit encryption (the same security used by banks) to provide security, privacy and confidentiality. You can also enter ID numbers instead of the client’s full name to protect identity further.

What is the difference between my passcode and password?

The passcode is the 4 digit key that you are asked to enter when you exit test mode, or re-enter the BetterMind app. The passcode is specific to your iPad.

The password can either be letters or numbers, and is entered when you signed up your user account with BetterMind. The password is required to login to BetterMind if you have logged out. The password is not specific to your iPad. The passcode and password may be the same or different.

I have forgotten my password. How can I reset it?

If you have forgotten your password please press “forgot password” within the app, or on the Web Browser App login page (https://app.bettermind-app.com/login). You will receive a new temporary password via email.

I have forgotten my passcode in the iPad app. How can I access BetterMind?

As the passcode is stored on your device, we are unable to reset your passcode. To reset your own passcode exit BetterMind completely. To do this first
1. Press the home button to exit BetterMind
2. Double press the home button (A bar should appear at the bottom)
3. Hold down the BetterMind button in the bottom bar until it starts to shake.
4. Press the red icon in the top left of the BetterMind icon.

I have changed my address. How can I update it?

Open BetterMind, and once logged in, select the ‘Account’ button. Approximately half way down the screen there is a button called “edit your account details”.

Sometimes when I’m using the iPad app, I get a notification which interrupts use. How can I stop this?

We recommend using “Guided Access” which is a setting that allows you to lock your iPad in BetterMind and avoids interruptions from notifications. This setting can be found by navigating from your iPad’s home screen to Settings -> General -> Accessibility -> Guided Access. For a set by step guide on how to set up Guided Access click here.

There’s a test I use a lot which isn’t on BetterMind. Can you include it?

BetterMind is constantly seeking new tests for the app. Please email us at support@betterworldhealthcare.com for any suggestions and we will consider adding it to the application.

How do I prevent clients from pressing the home button and exiting BetterMind iPad app?

We recommend using “Guided Access” which is a setting that allows you to lock your iPad in BetterMind, by disabling the home button, sleep button, and notifications. This setting can be found by navigating from your home screen to Settings -> General -> Accessibility -> Guided Access. For a set by step guide on how to set up Guided Access click here.

GET IN TOUCH

Have a question? Can’t find the info you’re looking for? Want more in-depth info? Whether you have a question about features, pricing, assessments, need a demo, or anything else, we’re here to help and would be happy to answer any questions you might have. Please fill out our contact form and we’ll be in touch with you as soon as possible. We look forward to hearing from you.



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