17 March 2020 9:30 GMT
Ava Support - COVID-19 Update

Dear Ava User,
We know the events happening in our community and around the world are unsettling and we at Ava are sending out our caring wishes to those affected by the circumstances surrounding the COVID-19 virus.

We've also been working to keep our employees as safe as possible, including advising those who can to work from home. Knowing that this pandemic is challenging to all of us, we want to continue to provide you with the best support we can. As of now, nothing has changed with our support hours or the way you can contact us. You have access to our FAQs and you can submit a support ticket any time.

We will do our best to continue responding to you in less than 24 hours, but we kindly ask for your patience if we are a bit delayed. We hope that you, your family, and friends stay healthy and well.

Liebe Ava-Benutzer,
Die Ereignisse in unserer Gesellschaft und auf der ganzen Welt sind beunruhigend und wir von Ava senden unsere fürsorglichen Wünsche an diejenigen, die von den Umständen im Zusammenhang mit dem COVID-19-Virus betroffen sind.

Auch wir möchten unsere Mitarbeiter so gut wie möglich schützen und ermöglichen es ihnen von zu Hause aus zu arbeiten. Diese Pandemie ist für uns alle eine Herausforderung und wir wollen Sie weiterhin so gut wie möglich unterstützen. An unseren Supportzeiten und der Art und Weise, wie Sie uns kontaktieren können, hat sich nichts geändert. Sie haben weiterhin Zugang zu unsereren FAQs und können uns jederzeit eine Email schreiben.

Wir werden Ihnen wie gewohnt in weniger als 24 Stunden antworten. Wir bitten Sie jedoch um Geduld, falls sich unsere Antwort an Sie etwas verzögern sollte. Wir wünschen Ihnen und Ihrer Familie und Freunden, dass Sie gesund und wohlauf bleiben.

Technical Troubleshooting

How do I pair the Ava with my phone?
Visit here for iPhone pairing help. Visit here for Android pairing help.
Thu, 18 Oct, 2018 at 9:08 AM
How do I sync my data?
Visit here for iPhone syncing support. Visit here for Android syncing support.
Mon, 29 Oct, 2018 at 2:51 PM
I tried to log into my account several times now my account is locked. What do I do ?
For your security, your account is locked for 30 minutes after several log in attempts. After this period you can try to log in again.  Alternatively, i...
Mon, 15 Oct, 2018 at 2:12 PM
I received several emails that someone has attempted to register with my e-mail address but it wasn’t me. What do I do?
The best protection for you is if you follow our password rules and secure your account with a strong password.  It can happen that someone has a simi...
Thu, 29 Nov, 2018 at 11:17 AM
I need to uninstall and reinstall the app. Will I lose my data?
Don’t worry! Your data will not be lost if you need to uninstall and reinstall the app. Your data is associated with your account (username) and is not st...
Mon, 24 Sep, 2018 at 1:02 PM
Why am I getting "data quality insufficient or N/A"?
Ava needs to be worn for at least four hours during the night and record at least 3 hours sleep. If you are seeing "Data quality insufficient" and...
Mon, 16 Dec, 2019 at 1:46 PM
The app keeps crashing. What do I do?
Please make sure that your phone software is up-to-date and you have downloaded the latest Ava app version as well. Ava app is currently version:  1.9...
Wed, 14 Aug, 2019 at 11:35 PM
I synced but no data appeared. Why?
If this happened, take a look here to see if this applies. 
Fri, 8 Mar, 2019 at 4:30 PM
Ich habe synchronisiert, aber es sind keine Daten erschienen. Warum?
Wenn dies der Fall ist, schauen Sie hier nach, ob dies zutrifft. 
Fri, 8 Mar, 2019 at 4:31 PM