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Frequently Asked Questions

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Getting Started

Personalize the Application
Can I personalize the application without logging in to the app?
Yes, you can personalize the application without logging in to the app.
Do I need to accept the EULA?
Yes, accepting the EULA is required to use Manage My Pain.
Why isn't my pain condition shown?
Our users have added thousands of conditions, but we just show the most common. If you can't find one that suits your situation, simply add it!
Do I have to add any pain conditions?
No, all information entered into Manage My Pain is voluntary. Keep in mind, the more information that is entered, the more powerful the reports can be.
Why are you asking me this?
This information allows us to configure the application to better suit your situation, and ensures that the reports generated from Manage My Pain are a better communication tool.
Do I have to add medications?
No, all information entered into Manage My Pain is voluntary. Keep in mind, the more information that is entered, the more powerful the reports can be.
Why isn't my medication shown?
Our database supports thousands of medications and brands; however, we may have missed yours. If you don't find your medication, drop us a line and we'll get it added.
Create an Account
How do you protect my data?
We take security and privacy very seriously, and we are confident in our technical and administrative safeguards to ensure your data remains protected.

Although we are a Canadian-based company, we follow the guidelines put forward by both the Personal Information Protection and Electronic Documents Act (PIPEDA) here in Canada and the Health Insurance Portability and Accountability Act (HIPAA) in the US.

We have implemented actions to ensure the security and privacy of your data which include, but are not limited to:

  • transmission of data through a Secure Socket Layer and user authentication using a token-based system and encrypted credentials
  • encryption of all data in transit and at rest
  • policies and procedures designed to ensure system administrative safeguards are in place with appropriate management oversight and access controls
  • regular cadence of security and compliance audits against all servers
  • backing up all data daily off-site through an encrypted channel
  • adoption of a written set of privacy procedures and designation of a privacy officer to be responsible for developing and implementing all required policies and procedures
  • restriction of access to electronic protected health information (EPHI) through clear identification of employees or classes of employees who have a need for it to complete their job function
  • storage of all data in electronic format on Amazon Web Services (AWS) secure servers, protected by firewall and multiple layers of operational and physical security to ensure the integrity and safety of data
If you have any concerns, please feel free to reach out to the Privacy Officer.

Where is my activation email?
If you do not receive an activation email, please check your Spam or Junk folder, as sometimes our emails end up there.
Will you disclose any of my information?
Never. We detail out how we protect and use your information in our Privacy Policy.
Will you send me spam?
We never share your email address. We only email you for specific actions like changing your password or requesting a report. Occassionally, we send out an email newsletter, which you are able to unsubscribe from using the link at the bottom of any of our emails.
Do I need to create more than one account?
You only need to create an account once, and then you can use the same one on all your devices and your data will be synchronized across all of them.
Pain Records
When should I add a pain record?
There is no right answer, but these are the three most common times people record their pain:

  1. When they receive a notification, which is typically at 8 PM everyday.
  2. When they start a pain episode. After doing so, they will go back into the record and update information (e.g. duration, alleviating factors, ineffective factors) once the episode has passed.
  3. When they end a pain episode. Adding a pain record after the fact requires the person to remember when it started and everything they tried (e.g. medications) to accurately capture things.

How do I add baseline or constant pain?
In the Timing section, there is an option to select "All Day", which automatically creates a pain record that begins at 12 AM and lasts 24 hours. We recommend that you create this record every day for the most accurate Results.
Can I add different ratings for each location?
Absolutely! If you have different ratings per location, you will need to create separate entries. We recommend taking this approach so that the Results are accurate.
What do I do if I can't find a value that I'm looking for?
Our users have added thousands of values that are personal to them, but we just show the most common. If you can't find one that suits your situation, simply add it!
How do I add a record in the past?
Just click the word "right now" in the question, "How is your pain right now?". Alternatively, you can open the Timing section and change the Start Date and Start Time.
When should I update a record?
Many of our users come back after several hours to update the end time of their pain episode and the effectiveness of the medication and non-medication interventions that they took.
Can I track things other than pain?
Given the flexibility within Manage My Pain, you can track anything else you wish.

The best way to do this is to add custom values to the "Other Associated Symptoms" section of a pain record.

For example, if you wish to track various moods, add custom values to the "Other Associated Symptoms" section such as: Mood (anxious), Mood (apathetic), Mood (happy), Mood (down)

When you record your pain, you can then select the value that best captures your mood.
Daily Reflections
What do I do if I can't find a value that I'm looking for?
We have provided a starting list of common values in each section based on a review of clinically-validated questionnaires and guidance from our Medical Advisory Board. If you can't find what you need, just add it!
When should I add a daily reflection?
You should add a daily reflection closer to the end of your day prior to going to bed. Doing so at this time allows you to reflect on everything you accomplished during the day.
How do I add a daily reflection in the past?
Just click the word "today" in the question, "What did you do that mattered to you today?"
What happen if I don't add my daily reflection?
The Daily Reflection scores are a powerful measurement for you and your healthcare team to understand the impact that pain is having on your life. While information entered into Manage My Pain is voluntary, the more information that is entered, the more powerful the reports can be.
Customize List
How do I add a medication to the list?
Adding a medication can be done either through the "My Profile" screen or through the "Add Pain Record" screen. Click here to see detailed steps on how to add medications.
How come I can't find what I need in the list?
We have provided a starting list of common values in each section based on a review of clinically-validated questionnaires and guidance from our Medical Advisory Board. If you can't find what you need, just add it!
Does editing a custom value affect associated records?
Yes, if you edit an existing custom value, all records that are associated with that value will also be updated. Instead of editing an existing custom value, consider adding a new value.

Results

Home Screen Cards
Do I have to rate your app when it pop-up?
Rating the app is optional, but doing so is an important way for us to improve our app for you and others.
Results Tabs
How do I know if my records are synchronized?
Every time you add a new record, it will automatically be sent to the server. If the sync is still to be completed, a green dot will appear on top of the "sync" icon. If the "sync" icon is red, there were problems saving the record to your account. Please press the "sync" icon to manually force the information to be synced - if the dot does not disappear and the icon does not change back, please contact support.
Filter Records
Why am I not seeing all my records?
You most likely have a filter applied which should be removed. Please reset your filters.
Are records older than 30 days still accessible if I am a free user?
Yes, only the Insights, Reports, and Charts are limited to the last 30 days for free users. All your records are still available and visible under the Records tab.

Reports

Generate a Report
How were these reports created?
Our reports were designed in conjunction with a multi-disciplinary pain management team at Canada's largest academic hospital. The reports are intended to be summarized and clinically-relevant, so that healthcare professionals are able to quickly and easily able to get the information they need to make a more effective treatment or diagnosis decision.
How should I send my report to my doctor?
Once you access your report from the email link, you will be able to view and download the corresponding PDF file. We do not recommend that you email your report, as this is not a secure form of communication. We recommend printing out your report and bringing it with you to your next clinical visit.
How do I export these graphs?
All graphs are available as sections in the Reports section. Please note that if you wish to include the Charts, Timeline, or Calendar views in the report, it will require a credit.
Why do you charge credits for reports?
The most commonly-used section needed by healthcare professionals is the "Summary", which does not require a credit. Credits are a way for Lite users to generate a full report without having to purchase the Pro version of the app, and it is also a way for us to continue supporting more comprehensive sections of the report that is only needed by a small segment of our users.
Why am I not seeing all my records?
You most likely have a filter applied which should be removed. Please reset your filters.
What is the advantage of including the advanced sections in the report?
The more comprehensive sections provide more detail and other visual ways of displaying the information provided on the Summary page. Many users find these more details report useful when they are explaining their situation for the first time to a new healthcare professionals or require more documentation of their condition to support a claim.
How can I export my data?
To export your data, you will need to generate a report. We strongly recommend creating an account first, as the resulting reports are far more comprehensive and easier to read.

We currently do not offer the ability to export your data to CSV or any other similar raw format.
Order Credits
How often do I have to purchase credits?
Credits are only needed if you wish to generate a report that includes the more comprehensive sections (e.g. Charts, Timeline View, Calendar). A credit will also be needed if you are a free user and want to generate a report that contains more than 30 days of information.

For Pro Subscriber there is no credit required to generate reports or access records that is older than 30 days.
What version or plan is best for me?
If you plan on using Manage My Pain for longer than 30 days, we strongly recommend upgrading. If you plan on generating many reports, we recommend subscribing, as that will be more cost-effective.
Is there an expiration date for my purchased credits?
No, there is no expiration date for your purchased credits.

My Profile

Account Information
Do I need to have the same email address for my Google and Facebook account to connect on the app?
No you do not; however, a Google and Facebook account may only be connected to a single account.
Is it necessary to set a password when registering via Google or Facebook?
No, it is not; however, you have the option have the ability to set a password so that you may log in using an email address and password.
What information is synchronized?
Pain records; daily reflections; customized lists and show preferences in each section; profile including medications and pain conditions; default filter settings, used in all views of the Results section; default overlay settings, used in the Calendar view of the Results section.
What do I do if I forgot my password?
If you forgot your password, go to menu press "Login" - it will take you to the login screen press "RESET PASSWORD". you will receive an email to change your password.
Subscription Plans and Credits
What do I do if the Pro version doesn't match the Lite version?
This typically means that your information has not synchronized properly with your account. We strongly recommending opening the Lite version and ensuring there are no sync errors before uninstalling it. If you continue to have problems, please contact support.
Will I have to purchase Pro for my other devices?
No. Your purchase is now associated with your Google or Apple account. If you log into your account on another device, you will be able to install Pro without having to purchase it.
Will I have to repurchase Pro if I lose or change my device?
No. Your purchase is now associated with your Google or Apple account. If you log into your account on a new device, you will be able to install Pro without having to repurchase it.
Pain Conditions
What conditions should I add?
We recommend that you add conditions that are directly relevant to your chronic pain, as this information will be included in the reports intended for your care team.
Why should I fill this information out?
The primary purpose for this information is so that all reports that you generate are more comprehensive and give a fuller picture of your medical history for your care team.
What if I can't find my Pain Condition?
It is possible that we do not have your Pain Condition, so select "Add New" from the Search drop-down, and it will be added right away.
Medications
What should I do if I no longer take a medication?
To maintain your medication history, we recommend that you edit the medication rather than delete it. Go to "Instructions", and then add an End Date. You and your doctor will want to know what medications you have used historically.
Can I set a reminder to take my medication?
Currently, the reminders are only used to record your pain and/or create a daily reflection. We are still working on implementing medication reminders.
Where is the strength option for micrograms (mcg)?
The standard for micrograms is actually µg - so please select that option.
What if I can't find my medication?
It is possible that we may not have your specific brand of medication, so select "Add New" from the Search drop-down, which will send us an email to have it added right away.

Note that most vitamins or supplements can be added by their medicinal ingredients; however, if these ingredients do not already exist, you can add them as a custom value under the "Intervention" section.
How does this app tell me if the medication is working?
We recommend looking at the trend lines of both your pain scores and daily reflection scores since the day you started the medication.
Can I add supplements to My Profile?
Most ingredients in supplements can be added as a Medication. For example, you can add "Vitamin B1 / thiamine" to your profile. If you don't find an ingredient you're looking for, drop us a line.
About Me
Why do I have to add additional personal information on my account?
The primary purpose for this information is so that all reports that you generate are more comprehensive and give a fuller picture of your medical history for your care team.

Settings

Language
What languages are supported in the app?
We currently support 7 languages in our app: English, French, German, Spanish, Russian, Korean, and Simplified Chinese.
Reminders
When should I set my reminders?
We recommend that you set it for a time when the majority of your day's activities are completed. It defaults to 8PM, but it can be changed to fit your specific lifestyle and schedule.
Can I set a reminder to take my medication?
Currently, the reminders are only used to record your pain and/or create a daily reflection. We are still working on implementing medication reminders.
What happens if I click a notification reminder?
Any reminder after 6:45 PM will take you to the "Add Daily Reflection" screen when clicked if there isn't already a Daily Reflection recorded today. Otherwise, clicking the notification will take you to the "Add Pain Record" screen.
Can I have multiple reminders in a day?
Yes, you can add multiple reminder in a day. Go to settings, press "ADD REMINDER".

There is a detailed step guide on how to delete a reminder, press here.
Can I disable or delete a reminder?
Press the "toggle" icon on the right-hand side to disable a reminder. If you want to delete a reminder, press a reminder and on top-right side of the screen, press the "delete" icon.

There is a detailed step guide on how to delete a reminder, press here.
Why am I not receiving notifications even when I have reminders enabled in the app?
Some devices offer a power saving mode to save battery life for the device. When this is enabled, some push notifications, like the ones from Manage My Pain, will not be generated correctly. A message will be displayed in the Settings under the Reminders section if power saving mode may be interfering with your reminders. 

In order to fix this issue you will need to go to your devices Power Management settings and ensure that the Manage My Pain application is not put to sleep when Power Saving mode is enabled. This feature can usually be found in your device Settings.
Get More Help
How do I contact customer support?
If you can't find what you need on our FAQ or User guide you can contact us at contact@managinglife.com

How can we help?

Drop us a line if you can't find what you need in the User Guide or FAQ.
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Ryerson Biomedical Zone
7th Floor, 209 Victoria Street,
Toronto, Ontario, Canada, M5B 1T8
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