App-Related Issues

<aside> ⚠️ **“I Can't Login to the App”

Most Likely Case:**

• You may not be using the correct email address or password to log into your account – please verify that your login information is correct.
  • If you have forgotten your password, use the “forgot password” button on the login screen to reset your password. You’ll receive an email with a link that lets you choose a new password.

Less Likely Case:

• You may not have an account on the Vincere Health app yet —> create your account by using the “Create Account” button at the top of the login screen. </aside>

<aside> ⚠️ “I Forgot My Password”

If you have forgotten your password, use the “forgot password” button on the login screen to reset your password. If the “forgot password” email isn’t working, try deleting the old "Forgot Password" emails first to eliminate confusion.

</aside>

Device-Related Issues

<aside> ⚠️ **“I Can't Connect my Device”

Most Likely Case:** You may not be following the correct breath test / device connection steps.

• Instead of the correct steps, you may be trying to connect the device to your phone’s bluetooth settings screen. To make the device work correctly, you must turn bluetooth on, open the Vincere Health app, initiate a breath test to get to the "Connect Device" screen during the start of the breath test flow, then press the button on the front of the device while looking at that screen.
• IMPORTANT: Do NOT "connect the device" in Settings, please wait for this step during the breath testing sequence. Connect the device ONLY when prompted to do so during the breath testing sequence.
• For video instructions, watch the 💨  “How to do a Breath Test” video.

Less Likely Cases:

• There may be some issue with your device, you might need a replacement device.
• You may have an older device with out-of-date firmware that is no longer supported. You may need a replacement device. If this happens, your app will alert you that you have an old firmware device that needs replacement when you try connecting your device. </aside>

<aside> ⚠️ "Blue Light Won't Turn On / My Device Won’t Turn On" (Potentially similar to above "I Can't Connect the Device")

Most Likely Case: You may not be following the correct breath test / device connection steps.

• Instead of the correct steps, you may be trying to “connect” the device on your phone’s bluetooth settings screen. TO make the device work correctly, you must turn bluetooth on, open the Vincere Health app, initiate a breath test to get to the "Connect Device" screen during the start of the breath test flow, then press the button on the front of the device while looking at that screen.
• IMPORTANT: Do NOT "connect the device" in Settings, please wait for this step during the breath testing sequence. Connect the device ONLY when prompted to do so during the breath testing sequence.
• For video instructions, watch the 💨  “How to do a Breath Test” video.

Less Likely Case: There may be some issue with your device, you might need a replacement device.

</aside>

<aside> ⚠️ **"When I go to do a breath test, I get a Permission Required error"

Most Likely Case:** When first prompted for “Location”, “Bluetooth” or “Camera” permissions you selected “Never”

You can correct this by going to your system settings app.

• Select the Vincere App within the system settings.
• Check Location services should be “While Using” or “Always”
• Check Bluetooth make sure it is toggled “On”
• Check Camera make sure it is toggled “On” </aside>