App support
Where can I find more details on using Nala?
Our instructions for use explains how to use Nala, including what it can and can’t do for you.
My wearable device isn't syncing with Nala.
Here’s some things you can check first:
Make sure your Bluetooth is turned on
Check it’s charged and in range
Connectivity
To make sure it’s connected, open the device settings and check that your wearable shows as connected. If it’s disconnected or isn't listed, try removing and connecting it again.
Permissions
You can also check that Nala has Bluetooth and app permissions enabled in your phone settings.
I connected my wearable, but my data isn't appearing in Nala.
A successful connection doesn't always mean data is shared. Check whether your wearable's app has synced recently. If it hasn’t, you can restart both apps, or manually sync from your wearable's app.
Please make sure permissions are allowed for both apps.
I'm not receiving the verification code to sign in.
Using SMS
Make sure you have signal to receive it.
Check with your network for any delays.
Check the phone number we have for you is correct.
Using email
Check the email we have for you is correct
Check your spam folder
If you haven’t received anything after 10 minutes, you can request a new code.
I keep entering the verification code correctly, but it's invalid or expired.
This can be a timing issue. Codes can expire in 5 minutes, so entering a code from a previous request can fail even if it’s correct.
We suggest requesting a new code and using it immediately. The autofill feature may remember an outdated code, so it’s best to manually enter your code.
I'm not receiving notifications from Nala even though they're turned on in the app.
Your phone’s notifications settings have restricted these notifications. You can enable this in your phone’s settings.
iPhone
Check that Focus/Do Not Disturb modes aren't filtering the app’s notifications.
Android
Battery saving settings can also silently stop background notifications. You could add Nala as an exception from battery saving.
The app keeps crashing or freezing.
Here's some things you can check first:
Make sure Nala is updated to the latest version
Restart your phone
If it's still crashing, try uninstalling and reinstalling the app — your data is saved to your account, so it'll be there when you sign in.
Where can I update to the latest version of Nala?
Updates come through the App store or Google Play store, not from within Nala itself.
iPhone
Open the App Store, tap your profile icon, and check for pending updates.
Android
Open Google Play, tap your profile icon, then Manage apps & device.
Where can I change my email or phone number?
It’s not possible to change your email or phone number through the app currently.
If you need to change these details, you can contact support.
The app is stuck on a loading screen.
Here's some things you can check first:
Check your internet connection
Force close and reopen the app
If it's still stuck, try restarting your phone. If the problem carries on, contact support so we can take a closer look.
Can I use Nala on more than one device?
Yes — sign in with the same account on another device and your data will be there.
Still need help?
Choose what you need help with.
If you need clinical or medical support, please speak to your care team or dial 999.