Gensec Health Wallet support

Gensec Health Wallet only works with an invitation link from a care team already using Gensec. There is no sign-up inside the app, and installing it on its own will not connect you to anyone. If you do not have a link, ask your care team for one.

Opening the link shows you who the readings will go to and which types they have asked for. Nothing is shared until you choose what to send and tap Continue, and your phone will ask separately for permission to read your health data.

“This link has expired”

Invitation links last 14 days. Ask your care team to send a fresh one.

“This link has already been used”

Each link connects one phone, once. If you have reinstalled the app or are setting up a different phone, you need a new link.

“This link was cancelled”

Your care team cancelled it, or replaced it with a newer one. Check for a more recent message from them before asking for another.

“This link no longer works”

The link is not one we recognise. This usually means it was copied incompletely. Open it directly from the message your care team sent rather than pasting it.

“Health data isn’t available on this phone”

Gensec Health Wallet needs Apple Health on iPhone, or Health Connect on Android. On some Android phones Health Connect has to be installed from the Play Store first.

“Not available for your account”

Your care team is not set up to receive readings this way yet. They will be able to tell you more.

Readings are not appearing for my care team

New readings are sent on their own, and your phone decides when, so there can be a delay. Opening the app is not required. If a reading is more than a day old and still has not arrived, check that Gensec Health Wallet still has permission to read that data type in your phone’s settings.

Readings taken on a device that is not syncing

The app can only send what has reached your phone’s health store. If a device writes to its own app and never into Apple Health or Health Connect, we cannot see it. Check that device’s own app for a setting that writes to your phone’s health data.

Open Gensec Health Wallet, go to Settings, and choose Stop sharing readings. Your care team stops receiving new readings from that phone straight away.

This cannot be undone from inside the app. To share again, your care team has to send you a new invitation link. Readings they have already received stay part of your medical record.

You can also change or revoke what the app may read at any time in your phone’s own settings, without opening Gensec Health Wallet.

Gensec Health Wallet does not interpret your readings or tell you what a measurement means, and it is not a medical device. It does not provide medical advice or diagnosis. Questions about what a reading means are for your care team.

If you think you are having a medical emergency, call 911 or your local emergency number.

We aim to answer within one business day. If your question is about your care or your results, your care team will get you a better answer faster than we can.

support@gensechealth.com · +1 (813) 515-0100

GenSecHealth, Inc.
15310 Amberly Drive, Suite 250, Tampa, FL 33647, United States

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