Aduro® Connect Care provides personalized strategies, tools and impactful support to help manage and potentially reverse certain chronic health conditions, and is available to select well-being programs and members. Check your well-being program for availability.

Troubleshooting steps to try when the Connect Care icon on the bottom menu bar in the Aduro Mobile App (see screenshot below), or the Connect Care section in general, is not responsive.

• Connect Care eligibility may be limited according to information provided during onboarding, to support member safety and align with evidence-based guidelines. For details on Connect Care eligibility criteria, click here.
• Members can enroll in Connect Care through the Aduro Mobile App or their well-being program website. For details on enrolling, click here.

Check that your device's operating system is current, and take any available updates

For current operating system (OS) requirements, click here.

Clear the app cache on the device

Uninstalling the app may not clear the device's app cache, which may cause any bad or corrupt data in the cache to continue affecting the app's functionality.

Therefore, you may need to clear the app cache prior to uninstalling and reinstalling it.

If you're unsure how to do this, conduct an internet search for your device name and the phrase, "clear app cache."

Uninstall and reinstall the app, and then power cycle the device

Note that simply shutting down the app will not uninstall it. After reinstalling, turn off your device completely, and then turn it on again.

Check your data connectivity

Confirm you have internet connectivity by using a different app or function that requires a connection, such as sending/receiving a text, or use your device's web browser to conduct a fresh search of a random term.

Note that the app works best with a good internet connection, and individual actions may take longer in low bandwidth situations.

Try using a different network or internet service provider/connection

If you're on a corporate wi-fi network, connect to the internet via your home network, or vice-versa, or use your device's data connection.

If you need assistance with your well-being program or program account, please submit a help request. Click the chat icon (speech bubble) in the lower right corner of the page to connect with a live agent, or click the Submit a Request link at the top of the page, and we'll respond as soon as possible.

When using chat, be sure to close your browser window or tab to clear your chat once the discussion is completed. This will help protect your privacy, especially is you're on a shared computer.

When submitting a help request, please include the following information as applicable:

• Your name
• Email address associated with your well-being program account
• Your phone number and time zone (we'll need to speak to you personally for account, personal information, or protected health information issues)
• Your well-being program provider/employer
• Device you’re using and the operating system
• Web browser you’re using and the version number, OR Aduro Mobile App version number (when logged in, tap the menu icon in the upper right)
• Step-by-step description of the issue, including the names of any Activities, Paths, etc. involved
• Screenshots or video that illustrate the issue, if possible