PainTrek

Frequently Asked Questions

Have a look around and if you don't see what you're looking for, or would like some extra guidance, just let us know. We would love to help.

Topics

Quick Start

Getting started with PainTrek and basic setup

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Accounts

Managing your account, password resets, and account settings

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Bugs & Issues

Reporting problems and technical support

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Quick Start

What should I do first?

PainTrek is a flexible tool and can be used in a variety of ways depending on your needs and goals. Below is a breakdown of the various steps involved in getting started.

  1. If with a study using PainTrek or clinic download the app following the instructions provided by your care team.
  2. Create an account with us.
  3. Check your email for an activation message from us. Click the link in the message. If you encounter problems see below.
  4. Open PainTrek and login.
  5. Start using the app! See the question below for details on how to use the app and get the most out of it.
How do I use PainTrek?

Once you've setup your account and logged in you may be wondering: "Now what?". The video below will walk you through each section of the app and how various features work.

Accounts

Why do I need an account?

To ensure your data remains private and secure we follow the highest health data security standards, HIPAA and HITRUST. One of the requirements to remain compliant is to have user authenticate to make sure only those with the account can see the data.

How do I create an account?
Note: Once you create your account you have 24hrs to activate it. If you do not activate it in time the email will expire and you will need to re-create your account. You can re-use the same username/email as before.
1

Start the app

Start the PainTrek app and tap on Login

2

Access signup

Tap on 'SIGNUP' at the bottom of the screen.

3

Fill information

Fill in your information and tap on SUBMIT. You are limited to one account per email address.

4

Activate account

Check your email for the confirmation email. Once you receive it tap on the link in the message to finish activating your account.

I didn't receive an email

E-mails from us may not show up for a variety of reasons. Most emails show up in a few minutes. If you still do not see it check the following:

  • Check your SPAM folder. Sometimes emails from external accounts or countries get automatically sent to SPAM.
  • Make sure you used the correct email when signing up. If you're not sure contact support with the username and email you signed up with.
  • In rare cases an ISP may block emails from us before they even get to you. This has only happened with users not located in the U.S.A.. If you encounter the problem, let us know.
My activation link expired

If the link to activate your account has expired then 24hrs have passed since you signed up. You will need to re-create your account and get a new link. You should be able to use the same username, email, and password as when you first signed up.

  • Check your SPAM folder. Sometimes emails from external accounts or countries get automatically sent to SPAM.
  • Make sure you used the correct email when signing up. If you're not sure contact support with the username and email you signed up with.
How do I change my password?

There are two ways to change your password:

  • From inside PainTrek after logging in, head to the Settings menu. From there go to Account and Reset Password.
  • When PainTrek first starts press Login and then tap on "Trouble Signing In" at the bottom of the screen.
How do I delete my account?

We're sorry to see you go. If you would like to remove your account and data from our system just let us know, and we'll remove it within 24 hours.

Consider sending us some feedback. We're always trying to make the app useful to chronic pain patients of all types. We'd love to learn more about why it didn't meet your needs.

Bugs and Issues

What should I do if I encounter an error/crash?
Note: If you are noticing a visual artifact or something weird with the user interface you can send us a bug report directly from the app using the "feedback" tool. It the little "speech bubbles" button in the top-right corner of the screen.
  • Try and reproduce the error by closing the app, restarting it, and following the same steps that led to the crash. Knowing these steps will make the process much smoother.
  • If the entire app crashed, the next time you open PainTrek it will present a dialog saying "oops...". Follow those instructions.
  • If PainTrek locks up and becomes unresponsive then you may need to manually send us a log. See the question below for help.
  • Once you have the log file and/or steps to reproduce the problem contact support and we will be happy to help.
How do I send a log to support?
1

Open the debug console

With PainTrek running, place two fingers at the top of the screen and swipe down. This will show the "debug" console, which gives details on what the app is doing.

2

Email us

Tap on the 'MAIL' icon at the bottom of the screen to email a report to our support team.

Still have questions?

Our support team is always happy to help you with any questions or issues you might have.

Contact Support