User FAQ


 



Over here, we cover everything that can be handy for you to navigate and use the app.




 




Product

1. What do I do once I have completed my health risk assessment?

Once you have completed your health risk assessment, start chatting with your health coach through the chat channel. If you don’t want to chat just yet,let’s get to know the different roles of our multidisciplinary team of health experts through Module 1. This will also help your health coach to understand your readiness to make healthy lifestyle changes!  





 





2. Can I chat with the coaches whenever I want to?

Of course! You can send a message to any of the coaches at any time of the day and our coaches will get back to you within 24 hours. During normal office hours, our health coaches will reply to you within 2 to 3 hours. On public holidays and weekends (Saturday or Sunday), our health experts may reply during the next working day. 





 







3.  What are the roles of the different health experts on the app?

Health Coach

Your health coach is your own dedicated psychologist who will be your main point of contact in Naluri and will guide you through your personalized health program. Together, you and your health coach will formulate ways to achieve your health goals while taking into account your needs and preferences. 












Dietitian

If you have questions relating to diet and nutrition, you can reach out to our team of dietitians. Your dietitian will also help to support you in your food intake by sharing insightful comments and feedback in the food journal. 












Fitness coach

Give our fitness coach a ping if you have any questions relating to exercise and fitness! 












Medical Advisors

Any concerns related to health and medicine - or if you would like to know more about specific illnesses, you can drop a message to our medical advisors. 












Executive Coach

For work related matters such as managing stress at the workplace or developing your professional skills, you can reach out to our Executive Coach.












Pharmacists

Our team of pharmacists will help to answer your queries pertaining to pharmacy, medication and supplements. 












Holistic Health Coach 

Our holistic health coach will assist if you would like to know more about running, nutrition and mindfulness. 












Naluri Assistant

If you have any inquiries or are experiencing any technical glitches with the app or your subscription, let our Naluri Assistant know and we will attend to your concerns as soon as possible.







 







4.  Can I change the psychologist that has been assigned to me?

Yes. We know that building trust with your health coach is very important and therefore if you feel uncomfortable and would like to change your health coach, please do let us know. You can either let us pick a new one for you or you could let us know through the Naluri Assistant if you have any preferences. 








 








5. How do I unlock and gain access to the Daily Modules?

Your module will be automatically unlocked based on your activities. You may also reach out to your Psychologist in the chat channel to unlock any of the modules you wish to complete. Only your coaches will be able to unlock the modules for you.








 










6.  What are daily modules? Which ones do I do first?

The daily modules are a core part of Naluri. The modules are interactive screens for you to answer set questions and learn information about managing health - taking about 5 minutes a day to complete each module. These modules cover Groundwork, Diet, Exercise, Self-Care and Stress Management and Maintaining Success and are a mix of both behavioural modules as well as cognitive modules, that aim to address how you think about your health.









You can do any of the modules according to your needs and preferences. For instance, if you’re thinking of losing weight, complete any one of our Diet and Nutrition modules to get you started!










 










7. How much time should I spend on the app?

It’s really up to you! But we suggest that you spend at least 5 to 10 minutes a day to just check in with your health coach and update on how your day has been. Share the progress you have made and the small wins you have accomplished so far with your health coach!










 












8. How do I connect my weighing scale to the Naluri app? 

 If you would like to connect the weighing scale to the app, you may follow these steps below:











  1.  Ensure that your Bluetooth and Location is enabled on your mobile device.

  2.  Go to your Naluri homepage

  3.  Click on 'Progress'. Then, select "Weighing Scale" 

  4. Click on the weighing scale icon. Then, select "From Scale" 

  5. Step on the Scale. 

  6. Click "Start Pairing". A prompt message will appear to connect your device to the weighing scale. Click "Yes". And you're set!











If it still does not work, you may reach out to our Naluri Assistant in the chat channel or email us at hello@naluri.life and we will attend to your queries as soon as possible. 












 












9. My weighing scale is not connecting to the Naluri app.  What should I do? 

Don’t worry. Let’s do this together. If you are not able to connect your weighing scale to the app, we encourage you to follow these steps:












  1. Make sure your Bluetooth and Location is turned on

  2. Try to ‘unpair’ the device.

  3. Pair the device again with the weighing scale













Alternatively, you may also record it in manually by: 












  1. Go to Settings

  2. Click Progress

  3. Click on ‘Weighing Scale’

  4. Go to ‘Manual’

  5. Enter your weight

  6. Click ‘Submit’












If it still does not work, you may reach out to our Naluri Assistant in the chat channel or email us at hello@naluri.life and we will attend to your queries as soon as possible. 













 













10. How do I update my challenges?

On your Naluri homepage, go to your challenge notification. Swipe right to indicate that you have completed the challenge and it will automatically update in your progress page.













 















11.  I’m experiencing some technical issues with my app – what should I do?

We are sorry to hear that! You can try relaunching the app and also checking if your app has the latest version since we are constantly improving and release a new version every other week to serve you better. You may do so by checking Naluri on the Google Play Store (if you use Android) or the App Store (if you use an Apple phone).














If you are still experiencing technical issues after updating to the latest version, please forward the issue with the following information to the Naluri Assistant or email us at hello@naluri.life:














  1. Your phone model

  2. The Android or iOS version you are currently using 

  3. Internet connection strength (4G, 3G or Wi-fi)

  4. A screenshot of the technical issue














Our customer service team will get back to you promptly!














 
















12. How do I know if there is a new app version?

You will receive a notification on your phone if the latest version of Naluri is available. Update to the latest version to enjoy the latest Naluri features. Stay tuned!















 

















13. What is the compatibility operating system of the app?

If the latest version of Naluri is available, you will receive a notification on your phone. For the Naluri app to work on your device, you would need a requirement of:
















  • Android users:  Version 5.0 Lollipop or later

  • iOS users: Version 9.0 or later
















If your phone’s operating system is not compatible with the app, we suggest that you update to the latest software version available in your mobile device. 
















For iOS users, you can do so by going to Settings > General > Software Update. Click on Install Now.

For Android users, you may go to Settings > About device > System Update. Click on Check for Updates. Click ‘Download’ or ‘Yes’ to install. 

















 

















Security and Privacy

1. Who will have access over my chats with my Health Coaches?

At Naluri, we take privacy very seriously. Only your health coaches is able to have access to your chats and conversation online. We do not share your chats with anyone and what you discuss with your health coach is kept private between the two of you.

 





2. Who will have access to my Thought Journals and Food Journals?

All the health experts in the chat channel will have access to your Food Journal and Thought Journal. Through this, they will be able to understand your current eating patterns, thought process and together find ways to overcome the challenges you may be facing. 



 

3. Why do you need to access my camera roll?

Don’t worry, we’re not trying to be privy. Enabling access to your camera roll allows you to log in your meal photos and thought journal entries.

We are not able to see the photos on your camera roll if you did not upload it to the Naluri app. Only photos that you have shared on Naluri can be seen by your health coach and the other health experts. 

 






4. Will the information I share with Naluri be kept private and confidential?

At Naluri, we are committed to the protection of your Personal Data and place the matter of protecting your privacy as our utmost priority.

Any personal information you provide to us is kept on secure servers. We use commercially reasonable administrative, technical, personnel and physical measures:





  1. To safeguard your personal information against loss, theft, unauthorised use, disclosure, or modification.

  2. To ensure the integrity of your personal information.




We restrict access of your personal, identifiable information only to our personnel who need to know that information to provide services to you. 

For full details, please click here to refer to our privacy policy on our website.

 












































Subscription and Payment

1.  How do I start to use the Naluri app?

The “Start My Journey” button allows you to have free 7-day access to the Naluri app and its features including Food Journal, Thought Journal, Daily Modules. However, in order to chat with the health coaches, you would need to finish your on-boarding questions. 

After on-boarding, you can either choose to continue exploring the app or create an account by clicking on “Register Now”. 

If you click on “Register Now”, you will be required to sign up and create an account. If you have a sponsor code, you may enter the code name  when you sign up. 

 














































2. How long can I use the app for free until I have to subscribe? 

After your 7-day trial ends, you can either choose to continue exploring the app or create an account by clicking on “Upgrade Now”. 

If you choose to “Register Now” and create an account, you will get another 14-days free trial including unlimited  access to chat with Naluri’s health coaches. After your trial ends, you will receive an email to subscribe. 

 
















































3. What happens if I don’t want to subscribe? Do I still get access to the Naluri app?

Yes, of course! It is totally fine if you decide not to subscribe because you will still get access to the Naluri app and its features including Food Journal, Thought Journal, Daily Modules and Planner. However, you will not have access to chat with the health coaches in the app. 

 


















































4. How can I cancel/unsubscribe? And how can I renew my subscription?

Yes, as much as we would love you to stay with us, we know that Naluri might not be the best fit for everyone. If you decided to unsubscribe, you may click the ‘Settings’ icon on the top right corner on your homepage. Scroll to the bottom of the page and you will see a ‘Cancel Subscription’ button.

If you would like to subscribe again, you may email us at hello@naluri.life. Our admin will renew your subscription and assign a payment plan for you. 

 






















































4. Will the information I share with Naluri be kept private and confidential?

At Naluri, we are committed to the protection of your Personal Data and place the matter of protecting your privacy as our utmost priority.

Any personal information you provide to us is kept on secure servers. We use commercially reasonable administrative, technical, personnel and physical measures:



























  1. To safeguard your personal information against loss, theft, unauthorised use, disclosure, or modification;

  2. To ensure the integrity of your personal information



























We restrict access of your personal, identifiable information only to our personnel who need to know that information to provide services to you. 

For full details, please click here to refer to our privacy policy on our website.

 


















































































Subscription and Payment

1.  How do I start to use the Naluri app?

The “Start My Journey” button allows you to have free 7-day access to the Naluri app and its features including Food Journal, Thought Journal, and Daily Modules. However, in order to chat with the health coaches, you would need to finish your on-boarding questions. 

After on-boarding, you can either choose to continue exploring the app or create an account by clicking on “Register Now”. 

If you click on “Register Now”, you will be required to sign up and create an account. If you have a sponsor code, you may enter the code name when you sign up. 

 


























































2. How long can I use the app for free until I have to subscribe? 

After your 7-day trial ends, you can either choose to continue exploring the app or create an account by clicking on “Upgrade Now”. 

If you choose to “Register Now” and create an account, you will get another 14-days free trial including unlimited  access to chat with Naluri’s health coaches. After your trial ends, you will receive an email to subscribe. 

 




























































3. What happens if I don’t want to subscribe? Do I still get access to the Naluri app?

Yes, of course! It is totally fine if you decide not to subscribe because you will still get access to the Naluri app and its features including Food Journal, Thought Journal, Daily Modules and Planner. However, you will not have access to chat with the health coaches in the app. 

 





 

4. How can I cancel/unsubscribe? And how can I renew my subscription?

Yes, as much as we would love you to stay with us, we know that Naluri might not be the best fit for everyone. If you decided to unsubscribe, you may click the ‘Settings’ icon on the top right corner on your homepage. Scroll to the bottom of the page and you will see a ‘Cancel Subscription’ button.

If you would like to subscribe again, you may email us at hello@naluri.life. Our admin will renew your subscription and assign a payment plan for you.