Support

Issue?

Help! You have encountered some issues on our website or in our App. How can we support you? In order to help you as well as possible, we need some specific information. The more details, the faster we can resolve the issue.

Please provide us the following:

  • What device are you using? Like a Samsung A5 or an iPhone 6.
  • Did you see an error message? That’s not always the case.
  • Where you encountered the issue? Like when you purchase the App, or in the Daily program.

If you don’t have a specific issue or you want to provide us with some feedback, don’t hesitate, and just send us an email.

support@untire.me

Questions & Answers

About Untire

  • CRF is characterized by feelings of tiredness, weakness and a lack of energy related to cancer or cancer therapy. CRF impacts daily living and reduces the quality of life with social and economic consequences. Many physical problems can become intertwined with psychological factors. People become worried, desolated, stressed, pessimistic, etc. In fact, these factors can sustain the fatigue or even make it worse. Untire offers a step-by-step approach to reducing CRF and addresses all factors that may contribute to the issue.

  • The Untire App is based on many years of experience in face-to-face group therapy and online therapy with hundreds of (former) cancer patients suffering from extreme fatigue. We use theories and techniques from scientifically proven cognitive behavior therapy, mindfulness-based cognitive therapy, positive psychology and physical exercise interventions. Scientific research has shown that the results of these treatments are extremely good.

  • Untire is an easy to use step-by-step program that starts with a basic introduction to the various elements of the program. After completing the Basics, you will fill in a weekly evaluation as to how you are doing. After that, you enter a program that you can follow daily. This program consists of four main elements: stress-reduction exercises, a physical activity program, educational topics (Fatigue, Anxiety, Worry, Boundaries, Sleep, Self-Care and Nutrition) and daily tips.

    You set the pace. You can always decide in what order you want to go through the elements. You can also decide how often and how long you want to use the Untire app, because you’re the only one who can evaluate your progress.

  • Untire is based on successful and scientifically proven interventions (see What is the science behind Untire). With Untire we are confident that it will help to reduce fatigue. The University of Groningen (the Netherlands) will conduct a large randomized controlled study into the effectiveness of Untire throughout 2018 and 2019 in different countries with permission from national Medical Ethical Commissions.

  • It may take some time (weeks) before any positive results can be noticed. So, try to keep going and use the app’s education, exercises and tips regularly because the more you practice the more likely you are to see results.

  • We advise you to consult your doctor before using the app to treat medical causes of the fatigue, if that is the case. If you suffer from serious psychological problems (e.g. depression, psychosis), then those problems must be addressed first.

  • There is no indication that using Untire is harmful under any circumstance. Approximately 1-4% of all people may feel more tired in the beginning because they become more aware of their feelings, behavior and body. That disappears after they have been using the app for a while.

  • Yes, we did. Cancer patients and cancer survivors were involved in designing and testing Untire.

  • We love feedback! E-mail us your idea at feedback@untire.me

  • Yes, we believe it can be. We know that in general the effect of psychological support and physical activity might be greater after the first period of the disease and/or treatments. During the first period of the diagnosis and the medical treatments, you put a lot of energy into adjusting to the new conditions.

  • Untire was especially made for cancer patients and survivors. It might be helpful for other people as well.

  • Untire is meant to be your personal program. You create a personal account, with your own measurements and your own (private) notes. We advise you to use your account only for yourself.

  • You need a smartphone or a tablet in order to use Untire. Unfortunately, a desktop computer version is not available.

    Our app works on Android and iOS (Apple).

    For iOS users: at this time we only have an iPhone version of the Untire App. If you are using iPad you will need to select a specific filter in iTunes: “iPhone Only”.

    You can find this filter on the left side of the iTunes search bar. Without turning on this filter you will not be able find the Untire App in the iTunes store.

     

  • We have done our best to make Untire as user-friendly as possible, also for people who are not used to using mobile applications. If you encounter any difficulties, we are here to help, so please don’t hesitate to contact us at support@untire.me

  • Yes.

  • Yes, we have built an audio option into many parts of the Untire app. Especially for the longer texts. Short texts will not have an audio option.

  • Let’s start to mentoir, privacy matters! We collect your data with two goals; (1) to give you the best experience and (2) to use the data for internal research how to improve our cancer-related fatigue program.

    In short:

    • We will ask a minimal set of personal data:
      – Name – to address you properly;
      – E-mail – to communicate with you;
      – Health-related data – measurements and journals to give you insights in your progress;
      – Device identifiers and Technical information pertaining your device – to enable access to multiple devices.
    • All other information, which is not related to any personal data, will only be used for internal research purposes.
    • We store your data locally on your phone and in a secure data center for backup purposes.
    • Your data will not be sold to third parties, or make it available to them for other purposes than to enable your use of the app. Development, storage, and backup services are outsourced by us to a third party service provider.
    • You can access, correct and delete your data at any time in the app itself.
    • We delete your account after 1 year of not using the App, you will be notified after 11 months.
    • We implement appropriate technical and organizational measures and procedures in such a way that ensures the protection of your rights, and always in accordance with applicable data protection law.
    • In case of a security breach, we will always inform you of the breach without undue delay, including a summary description of the potential impact and a recommendation on measures to mitigate the possible adverse effects of the breach.

    In all cases, we also recommend you to read our full privacy policy carefully.

Subscriptions

  • Untire contains valuable content that is based on scientifically proven methods. Many years of research and development have gone into making the app. Proceeds from Untire will be spent on making product improvements, developing new products and creating more awareness about cancer-related fatigue.

  • Unfortunately, that is not possible. You can cancel your subscription if you are unhappy with the app. Hereunder instructions on how to cancel your subscription.

    If you purchased your subscription via iTunes:

    • Open the Settings App
    • Scroll down to “iTunes and App Store”
    • Tap Your AppleID e-mail
    • Select “View AppleID” (You may be asked to login)
    • Tap “Subscriptions”
    • Select the Untire subscription
    • Select the Untire subscription
    • Tap “Cancel Subscription” to disable it from auto-renewing at the end of the current billing cycle

    If you purchased your subscription via Google Play:

    • Open the Google Play Store
    • Tap Menu (3 small horizontal lines) next to “Google Play”
    • Tap Account and then Subscriptions
    • Find the Untire subscription you want to cancel
    • Tap Account Management
    • Tap Cancel
  • Subscriptions are set to automatically renew at the end of each billing period, either monthly or annually. Our annual subscriptions are billed as one up-front payment for the full year at the time of subscribing (the monthly amount that is shown shows what it would break down to per month compared to our monthly plan).

  • You get full access to the complete content of the app: the Basics, 20 animations, 7 themes (e.g. a sleep improvement program), stress-reduction exercises, a physical activity program, tips to improve your mood, weekly measurements, overview of your progression, writing assignments, a library and a closed Facebook group for Untire users.

  • The subscription will automatically renew unless auto-renew is turned off at least 24 hours before the end of the current period.

    Please note: deleting the app will not cancel your subscription.

    If you purchased your subscription via iTunes:

    • Open the Settings App
    • Scroll down to “iTunes and App Store”
    • Tap Your AppleID e-mail
    • Select “View AppleID” (You may be asked to login)
    • Tap “Subscriptions”
    • Select the Untire subscription
    • Here you can see the current status of your subscription.

    If you purchased your subscription via Google Play:

    • Open the Google Play Store
    • Tap Menu (3 small horizontal lines) next to “Google Play”
    • Tap Account and then Subscriptions
    • Find the Untire subscription
    • Here you can see the current status of your subscription.
  • Before continuing, please check a few things:

    • Are you signed in to your Untire account?
    • Have you downloaded the latest version of Untire?

    Depending on the answers:

    • If not, please login and/or update.
    • If you are, please log out and hard quit the App, then re-open it and login again.

    If you are still encountering problems, please send us a message at support@untire.me and we will be glad to help you out.

  • If you subscribed via iTunes, view this article for further instructions on how to update your payment method.

    If you subscribed via Google Play, view this article for further instructions.

  • If you purchased your subscription via iTunes:

    • Open the Settings App
    • Scroll down to “iTunes and App Store”
    • Tap Your AppleID e-mail
    • Select “View AppleID” (You may be asked to login)
    • Tap “Subscriptions”
    • Select the Untire subscription
    • Tap “Cancel Subscription” to disable it from auto-renewing at the end of the current billing cycle

    If you purchased your subscription via Google Play:

    • Open the Google Play Store
    • Tap Menu (3 small horizontal lines) next to “Google Play”
    • Tap Account and then Subscriptions
    • Find the Untire subscription you want to cancel
    • Tap Account Management
    • Tap Cancel
  • Yes, our monthly and annual subscriptions are automatically renewed to avoid any interruption to your progress.

    • Monthly subscriptions automatically renew on the same day each month (the day you subscribed), unless cancelled.
    • Annual subscriptions automatically renew after the initial annual or two-year term unless cancelled.
  • You start with the a X day trial period so you can get familiar with Untire. After that, we offer the weekly ‘How am I?’ measurements and that’s where your journey begins.

Using the App

  • We aim to update our content on a regular basis. All content will be based on the latest insights, scientific research, new technical features, etc.

  • The Untire app is built for IOS and Android smartphones.

  • Yes, you can. You just have to login. However, you cannot interchange between IOS and Android smartphones.

  • You have the option to invite a Buddy through Profile, under “Invite a Buddy”. With an easy tab on ‘share invite’ you can share a pre-set invite with anyone by any channel, such as WhatsApp, Facebook, e-mail, etc. Of course, you can adjust this pre-set message in any way you like.

  • You can always repeat an exercise you did once. You create your own exercise library in your profile screen. Go to the ‘exercise library’ and click your preferred exercise. It should start automatically.

  • You can achieve Milestones at different points when using the app. For example, when you finish a theme. If you use the App every day, for a longer period, you will be rewarded with more milestones. When? That will be a little surprise 😊.

  • At this moment, Untire is only available in English. There are plans to add new languages in the Spring or Summer of 2018.

  • Any time you start a part of the program or start a theme, all audio and video files are automatically downloaded to your device. This ensures that you can listen or watch the exercises anywhere and at any time.

    To use Untire offline, you need to download all files in advance. You can do this for example before going on vacation.

    You have the option to download our full library (or parts) of audio and video files via Settings in the app, under Downloads manager. You can easily download and delete specific themes, exercises, daily programs or animations. Download only via Wi-Fi, otherwise data charges may occur.

App Settings

  • You have the option to change the following settings:

    • Change your name and/or e-mail address
    • Change your password
    • Download or delete content
    • Download or mobile data
    • Set reminders

    There are certain features you cannot turn off, such as e-mail notifications regarding your account and billing.

  • You have the option to update your name and e-mail address via Settings in the app, under ‘Change your name and/or e-mail address’

    You have the option to update your password via Settings in the app, under ‘Change your password’

  • At the moment we only send you billing or account-related e-mail communications. We are unable to disable these.

  • iPhone

    Go to Apple menu and select system preferences, then click notifications. Select Untire and you can manage the App’s notifications.

    Android

    Go to your phone settings and select notifications. Select Untire and you can manage the App’s notifications.

  • Yes, within the Untire app you can download content such as audio and video files. You have the option to download our full library (or parts) of audio and video files via Settings in the app, under Downloads manager. Download only via Wi-Fi, otherwise data charges may occur.

  • You can delete audio, animations, themes or exercises from Settings in the App. In Settings, go to Downloads manager. In Downloads manager, tap on the cross to delete specific files.

    Once deleted, those files will be automatically re-downloaded the next time you use them.

  • If you want to delete your account permanently, we will erase all personal data such as your name, e-mail address and personal notes.

    In settings, select ‘Settings’. Click on ‘Forget me’ and confirm with your password. After permanent deletion, you will be automatically logged out and you can uninstall Untire.

  • If you want to delete your account permanently, we will erase all personal data such as your name, e-mail address and personal notes.

    In Settings, select ‘Settings’. Click on ‘Forget me’ and confirm with your password. After permanent deletion, you will be automatically logged out and you can uninstall Untire.

  • In Settings, select ‘Settings’. Click on ‘Download my personal data’. You’ll be taken to our web portal where you can download exports of your personal data. We will ask you to login using your e-mail address and password. The export is in a .csv format, a format that you can open in Microsoft Excel, for example.

Troubleshooting

  • Please check that you have turned on the volume on your phone/tablet.

  • On Apple/iOS:

    • Search for the Untire App in the App Store on your iPhone.
    • Once you locate the app, tap the “Update” button on the right side to download the latest version. You will see the Untire icon on your phone turn grey, and a circle will appear showing the download/install progress.
    • Once it is complete, tap the Untire icon to see the latest Untire version.

     

    On Android:

    • Open the Google Play Store app.
    • Tap Menu, then My apps & games.
    • Apps with an update available are labeled “Update”
    • Tap ‘Update All’ to update all apps. For individual apps, find the specific app you want to update (in this case Untire) and tap Update.
  • You can contact us by e-mail: support@untire.me

    We will try our very best to respond as soon as possible. Our aim is to respond within 24 hours.

  • You have encountered some issues on our website or in our App. In order to help you as best we can we need some specific information. The more details you give, the faster we can resolve the issue.

    Can you provide us with the following please?

    • What device are you using? For example a Samsung A5 or an iPhone 6.
    • Did you see an error message? If so, what was it?
    • Where did you encounter the issue? For example when you purchased the App, or when using the Daily Program.
    • What did you do before you encountered the issue? Which steps did you take?

    If you don’t have a specific issue or you want to provide us with some feedback, don’t hesitate, and just send us an e-mail.

    support@untire.me

    Good luck with the Untire app. We hope it will help you regain energy!

    The Untire Team