Frequently Asked Questions

After creating your account, enrol in a course using an enrolment key provided by your teacher or organisation. Once enrolled, you can access your daily practices, journal, and community features from the main navigation.

Go to Account > Switch Course to see all courses you are enrolled in. Tap on the course you want to switch to. You can also add a new course from Account > Add Course.

Your practice progress is tracked automatically. Visit the Journal tab to see your entries, or check the Today tab for your daily overview including streaks and completion status.

Yes, much of the app works offline. Your practices, journal entries, and course content are cached locally. Changes will sync automatically when you reconnect to the internet.

When your Apple Watch is on your wrist and unlocked, iOS routes notification sounds to the Watch and silences your iPhone. This is how iOS works for all apps. The Watch will vibrate and (if not muted) play a sound; the iPhone shows the notification on the lock screen but stays silent.

Check the Watch is not in Silent Mode. On the Watch, swipe up from the watch face to open Control Centre, then tap the bell icon if it shows a line through it.

Configure this app on the Watch. On the iPhone, open the Watch app, tap Notifications, find this app in the list, choose Custom, and turn on Allow Notifications, Sound, and Haptic.

Allow this app through Focus modes. If a Focus mode is active (Personal, Work, Sleep, etc.), it can silence notifications on both devices. Open Settings, tap Focus, tap the active mode, tap Apps, tap Allow Notifications From, and add this app to the allowed list.

To make the iPhone ring instead of the Watch, open the Watch app on the iPhone, tap General, and turn off Wrist Detection. This also disables Apple Watch features like auto-unlock and water lock detection.

From the login screen, tap "Forgot Password?" and enter your email address. You will receive a password reset link via email. Follow the instructions to create a new password.

Use the Community tab to access the course message board or send a direct message to your teacher. You can also view course participants from the Community section.

Go to Account > Delete Account. You will be asked to confirm your password before the account is permanently deleted. This action cannot be undone and will remove all your data.

Courses that are sold online are bought on the course's own public web page, published by the organisation running the course. Choose "Buy this programme" on that page and pay by card on a secure checkout run by Stripe. You never pay inside the app.

The Joining a Paid Programme guide walks through the whole journey, from buying to seeing the course in the app.

The organisation running the course. Your purchase is with them, not with BeWell IT, so contact your teacher or the organisation directly to ask about a refund. They decide about refunds and can issue one where appropriate.

First, search your inbox and spam folder for "Your claim code for". The confirmation email usually arrives within a few minutes of paying.

If it is genuinely missing, contact hello@bewellit.com and include the email address you used at checkout. We will check your purchase and put it right.

Search your inbox and spam folder for "Your claim code for"; the original email is usually still there. If you cannot find it, contact hello@bewellit.com with the email address you used at checkout. There is no self-service way to resend the code, so the support route is the one to take.

No. When someone buys a place on your course, the money goes straight to your organisation's own payout account with Stripe. BeWell IT does not take a cut of your sales. See Selling Your Programme for the full picture.

On the course join screen, choose "Bought this course online?", then "Enter claim code", and type the 10-digit code from your purchase confirmation email. Spaces do not matter, so you can copy and paste the code exactly as it appears.

If your app account uses the same verified email address you used when you bought your place, the course usually appears automatically and you do not need the code at all.

No. Once you are enrolled, you keep access to your course content, your progress, and your journal. Seats and access keys only affect who can join a course; they never remove anyone who has already joined.

Sign in with your email and password. If you have been given Teacher or Admin access, you will see a Teacher tab at the bottom of the screen.

If you do not see the Teacher tab, contact your organisation administrator or email hello@bewellit.com.

A Template is your master curriculum design. It defines the structure and content of your programme: which sessions to include, what activities go in each session, and in what order.

A Course is an individual cohort running that template. Each course has its own start date, enrolled participants, and optional customisations.

You create a template once, then launch multiple courses from it. Think of the template as a lesson plan, and each course as a class that follows that plan.

Yes. The platform is designed to be self-maintained. You can edit your templates and activities at any time from the Teacher tab.

Changes to a template apply to all courses created from it, including courses that are already running. The only exception is an entry you have customised at the course level (under This Course): that course keeps its customised version and ignores future template changes for that entry. New courses created from the template always start from the latest version.

The most common reason is that the course subscription is not active. Issuing new access keys needs an active Practitioner subscription. When a payment has failed and was not resolved, the app shows: "Keys can't be issued because the course subscription is inactive. Existing participants keep access."

To put it right, the person who pays should open the billing portal at bewellit.com/billing, sign in with the billing email, and update the payment. The course reopens to new participants automatically once the payment goes through. Existing participants are never affected. See the billing guide for the full details.

No. Anyone already enrolled keeps full access to their course, content, and progress, whatever happens to billing. A lapsed subscription only stops a course from accepting new participants. It never removes anyone who has already joined.

Invoices and receipts go to the payer's billing email, which is the address the subscription is billed to. This can be different from the email you use to sign in to the app, for example when a finance contact or an organisation pays on your behalf.

To see or download invoices, open the billing portal at bewellit.com/billing and sign in with the billing email.

All of these are done in the Stripe billing portal. Open bewellit.com/billing and sign in with your billing email. Stripe sends a one-time link to that inbox.

From the portal you can update the payment card, view invoices, switch between monthly and annual billing, or cancel the subscription. There are no billing controls inside the app itself.

The platform supports the following content types:

Text (with markdown formatting), audio files, video files (MP4, MOV, WebM, AVI), images, live class links, practice timers, and feedback forms.

See the Teacher Guide for more detail on each format.

The text card editor supports markdown formatting. Markdown is a simple way to add headings, bold, italic, links, lists, and other formatting using plain text characters.

See our Markdown Formatting Guide for a quick reference with examples.

Yes. Both audio and video files are uploaded directly into the app from the Teacher tab. This keeps all content within the platform, which protects your intellectual property and provides better analytics on how participants engage with your material.

Supported video formats: MP4, MOV, WebM, and AVI (up to 500 MB per file).

For platform issues (bugs, features not working, account problems), questions or compliments, use the Contact Us tab in the app's Help & Support screen. Your message will be sent directly to our support team along with helpful diagnostic information.

For content questions (how to structure your programme, what activities to use), contact your organisation administrator.

Yes. The platform runs on Google Firebase with AES encryption in transit and at rest. It is designed with UK GDPR compliance in mind.

Your participant data is isolated to your organisation. Other organisations on the platform cannot access your data.