FAQ

Welcome to our Frequently Asked Questions page! Here, we have compiled a comprehensive list of common inquiries to provide you with quick and accurate answers.

How do I contact SelfBack?

Contact our regional representatives to learn more about options for SelfBack in areas such as distribution options, refunds and more.

Scandinavia sales@selfback.dk

Germany sales@selfback.de

USA sales@selfback.us

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To contact SelfBack directly, please visit our website at https://www.selfback.dk/contact

How do I contact SelfBack customer support?

To contact SelfBack customer support from the SelfBack app, navigate to the profile section by tapping "Profile" in the lower right corner.

Press Help followed by Contact support where you will be presented with our support information.

If you wish to contact SelfBack customer support via e-mail, please write your inquiry to the following e-mail address: support@selfback.dk.

How do I report a problem?

To report a problem in the SelfBack app, navigate to the profile section by tapping "Profile" in the lower right corner.

Press Help followed by Contact support, you will now be presented with our support information.

Contact SelfBack

How do I update SelfBack?

SelfBack is only available through the official stores, App Store and Google Play.

All updates will be directly available through the stores and will automatically update if it is turned on in the stores.

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How to turn on or turn off automatic updates on your iPhone.

1. Go to Settings.

2. Tap App Store.

3. Turn on or turn off App Updates.

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How to update all Android apps automatically

1. Open the Google Play Store app Google Play.

2. At the top right, tap the profile icon.

3. Tap Settings and then Network Preferences and then Auto-update apps.

Select an option: Over any network to update apps using either Wi-Fi or mobile data. Over Wi-Fi only to update apps only when connected to Wi-Fi.

How do I reinstall SelfBack?

First, uninstall SelfBack from your device as you normally uninstall applications. (This is typically by holding down the app icon and pressing delete app, or similar.)

Once SelfBack has been uninstalled, go to the App Store or Google Play and search for "SelfBack". Once you have found the page for SelfBack, press install.

SelfBack should now be installed on your device and you will be able to log in again using the phone number you originally registered.If you choose to reinstall SelfBack, all your information will still be available when you log in again and your progress will still be available.

Please note that SelfBack is only available through the App Store and Google Play, and not through any other site.

Can I use SelfBack without internet access?

Yes, to some extent. You will still be able to see your plan and exercises and access most of the other content. When you regain internet access, all the information about what you've been through will be synced so it can be used to optimize your plan.

To receive your weekly schedule updates, you must have Internet access.

Also, rewards won't update when you're offline, but as soon as you get back online, they'll update with all the progress you've made.

Why can't I log in?

Make sure you have Internet access, either through your phone provider or through a Wi-Fi connection. Should you still experience problems, please contact our support team at support@selfback.dk

Can I use my activity tracker with SelfBack?

Currently, it is not possible to connect SelfBack directly with some activity trackers. However, if your activity tracker is connected to your phone via an application, that application may have the ability to connect to Apple Health or Google Fit, where SelfBack imports the step count from.

This will make it possible to get step data from your activity tracker into SelfBack, provided you have given SelfBack the necessary permission to read your step data from Apple Health or Google Fit.

For more information about how to connect your activity tracker application with Apple Health or Google Fit, please look in the application itself that belongs to your activity tracker or contact our support at support@selfback.dk, who will be able to give you more information.

Tecnical Assistance

How do I log in to SelfBack on a new device?

If you want to log in to a new device, you must:

1. Open the SelfBack app on the new device

2. Press log in and enter your phone number that you use for your SelfBack account.

3. You will then receive a verification code via SMS which you must enter in the app to confirm your login on the new device.

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How can I delete my SelfBack account?

1. Tap on profile

2. Tap settings

3. Tap on account

4. Press delete account

You must confirm that you would like to delete your account. Note that this action cannot be undone.

How do I disable notifications?

1. Tap on profile

2. Tap on notifications

You can now deselect individual notifications.

Profile

How is my data handled?

SelfBack stores your personal health data as long as you have an account with us. SelfBack's data is located on servers located in the EU/EEA and therefore your data is processed within the EU/EEA.

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We have ensured that when your data is stored, it is encrypted by encryption of the rest, which means that when your data is stored on hard drives on the servers, it is encrypted and thereby secured against unwanted unauthorized access.

How do I export my personal data?

If you want to see or share your personal data from SelfBack with others, you can contact us at gdpr@selfback.dk

Who can use SelfBack?

SelfBack is an application designed for you to help you with your lower back pain.

You may only use the app after you have consulted a healthcare professional and after the healthcare staff has approved that your diagnosis is suitable for the treatment offered in SelfBack.

A health professional is, but is not limited to, a physical therapist, a chiropractor, or a general practitioner.

Will my data be deleted if I uninstall SelfBack?

Your personal and health data will generally be deleted when you actively delete them in the app or if you are inactive for more than two years.

When you withdraw your consent, we anonymize your answers and cases so that they cannot be traced back to you, but they can still be used for statistical purposes and in other similar cases.

Data Protection

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Questionnaires

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Training Program

Why is my pedometer not updating?

SelfBack gets information about your steps through the standard health application on your phone.

Make sure SelfBack has access to pedometer data by doing the following:

iPhone:

1. Open settings

2. Tap Health

3. Tap Data access and devices

4. Press SelfBack and turn all on

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Android:

1. Open Google Fit.

2. Tap Profile.

3. Tap Settings.

4. Under settings, tap on "Manage data and access"

5. Here you can controll what access the SelfBack app has

How do i add step data manually

iPhone:

Open the Health app and tap the Browse tab.
Tap a category, such as Activity.
Tap a subcategory, such as Steps.
Tap Add Data in the top right-hand corner.
Enter the date, time and data for that activity.
When you've finished, tap Add.

Android:

Open the Google fit app.
At the bottom right, tap Add
Tap Add activity
Enter the date, time and data for that activity.
When you've finished, tap Save.

Your progress will now be automatically updated in the SelfBack app

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Your Program

How do I turn on notifications?

1. Go to profile

2. Tap settings

3. Tap on notifications.

You can now select individual notifications on or off.

Using the SelfBack App

FAQ

SelfBack Support

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