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. This includes any course questionnaire answers you have given, even those you previously chose to keep.

Some courses include a short questionnaire at the beginning, in the middle, or at the end. They help your teacher understand how the course is working for the group. Taking part is optional, you can skip questions, and you are never blocked from the rest of the course.

No. Your answers are stored under a random identifier instead of your name, so your teacher can read the answers and the group summary without the app telling them who wrote what. They can see whether you have completed a questionnaire, but not what you said. In a very small group, bear in mind that something written in your own words could still make you recognisable.

Yes, at any time. Open the questionnaire on your course and choose to stop taking part. You can keep the answers you have already given, or delete them. If you later delete your account, your questionnaire answers are removed as well, including any you chose to keep.

Yes. Once you have submitted a questionnaire, open it on your course and choose View my answers, or View my results if the questionnaire has scores. You will see each question and the answer you gave. If the same questionnaire comes up again later in the course, your earlier answers and scores appear only after you have completed the later one, so that seeing them does not influence your later answers. If you stop taking part, you can no longer open your answers in the app.

If your teacher has set up practice reminders for your course, the Today screen asks: Your teacher suggests daily practice. When suits you? If your teacher suggested a time, it is already selected. Keep it, or choose Morning 07:30, Midday 12:30, Evening 20:00, or Pick a time. Nothing is sent until you choose.

If you chose Not now, tap the small bell on the Practices card on Today to choose later, or go to Account > Notification Settings > My reminders and set your Practice time. Practice reminders are push notifications: after you choose a time, the app asks for permission to send notifications. If you decline, allow notifications for the app in your device settings. Reminders arrive at about the time you choose.

Your chosen time applies to practice reminders. A guided journal reminder keeps your teacher's suggested time until you tap its time in My reminders and change it.

Go to Account > Notification Settings > My reminders. To change the time of one reminder, tap its time. To stop one reminder, turn off its switch. Tap Pause for a week to stop all of a course's reminders for seven days, or Resume now to bring them back sooner. Tap Turn off all reminders for this course to stop them until you choose a time again.

If you have not opened the app for about ten days, your reminders pause on their own, and the app sends one notification to say so. They start again after you next open the app, and My reminders shows: Reminders were paused while you were away. They're back on now.

If you turn off Enable Notifications in Notification Settings, the app sends no reminders at all, including practice reminders.

It means this reminder cannot be sent in your course. Your teacher may have switched it off for your course, or something in the course setup stops it, such as a session without a date. There is nothing you need to change; if you expected to receive it, ask your teacher.

Other labels you may see: Starts after Session 2 means the reminder begins the day after that session. Ended means its last day has passed. Choose a time to turn these on means you have not chosen a reminder time for that course yet, or you turned off all reminders for it. Choosing a time turns them back on.

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.

Not straight away. From October 2026, courses with scheduled sessions stay open for one year after the last session, and your teacher can choose a different end date or keep the course open.

You will be told in the app one month and one week before access ends, and after that you will see your teacher's message and how to contact them. Your journal, practice history and questionnaire responses stay in the app.

Courses that ended before this change stay open for at least 30 days after it, with the same notices.

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.

Open the Teacher tab and choose Questionnaires. Use New questionnaire to write your own, or open the Instrument library to import a standard wellbeing measure. Then add a questionnaire activity to your course and set its phase to the beginning, mid-course, or the end. There is a full walkthrough at support.bewellit.com/questionnaires

Yes, and this is how you measure change. Add two Questionnaire activities to your course template that use the same questionnaire: one near the start with the phase Beginning of course, and one near the end with End of course. The results pair each participant's answers automatically and show a Before & after badge, with the change in each score for scored instruments.

Finish the wording before the course starts. A questionnaire locks once it has answers, and a copy made with Duplicate to edit is a new questionnaire that does not pair with the original.

No. Each Questionnaire activity uses one questionnaire, so keep each standard instrument as its own questionnaire. A library import always creates its own questionnaire, with its own scoring. To use FFMQ-15 and WHO-5 before and after, add four activities: each questionnaire at the beginning and again at the end.

Your own questions can all go into one questionnaire you write, although questionnaires you write are not scored yet. Participants give consent once per course and complete each questionnaire as its own short set of screens.

An organisation admin has to acknowledge the data-processing summary once before any questionnaire becomes visible to participants. On the Teacher tab, choose Questionnaires and use Review and acknowledge. Only an organisation admin can do this, so if you are not one, ask an admin of your organisation. If the summary changes later, an admin is asked to acknowledge the new version.

Until that is done, questionnaires stay hidden even when they are scheduled on a course.

A questionnaire locks as soon as it receives its first response, so that everyone who takes part answers the same questions. Choose Duplicate to edit to create a copy, and use that on your next course. The copy is a new questionnaire, so its answers are not paired with answers to the original. The original stays as it is, with its responses intact.

Open Invite Participants for the course and turn off Accepting new participants. Your enrolment keys stay saved and existing participants keep their access, but nobody new can join until you turn it back on. Anyone who tries is told the course is not accepting new enrolments.

From October 2026, a course with scheduled sessions ends participants' access one year after the last session day. A self-paced course stays open until you set an end date.

To change this, open Invite Participants for the course and tap Course access. Choose Ends one year after the last session, Ends on a date I choose, or Never ends. When you choose your own date you also enter a contact for participants (an email address, phone number or link) and can add a message; both are shown to participants once their access has ended. Use Preview what participants will see to check it, then save.

Participants are told one month and one week before the end date, and you can switch either notice off on the same screen. If you save a date that is seven days or fewer away, or already past, the app asks you to confirm, because those participants lose access as soon as the date passes.

Courses that ended before October 2026 keep their participants' access for at least 30 days after the change, and the Course access screen shows that date.

They stay on your roster with an Access ended label and the date, and the Access ended filter shows only them. Their completions stay in analytics, and the roster CSV export gains two columns for access status and the end date. The enrolment record is kept for three years after the end date, as set out in the Data Processing Agreement.

The participant sees your message and contact instead of the course content, and can no longer use the course board, the course chat or reminders. Their own journal, practice history and questionnaire responses stay with them in the app.

To give access back, open Course access and extend the date or choose Never ends. Access returns within a minute and the participant is notified. Entering the course key again does not reopen access.

A participant only receives the one-month and one-week notices if their notifications are on when each date passes. Turning notifications on later does not send a missed notice.

Content Review is an advisory check on a template or course. It groups what it finds under Analytics, Reminders, Content, Structure and Assistant, and marks each one as Needs attention, Suggestion, or Looks good. It flags things like sessions with no activities, reminders that are placed but not scheduled, and two activities sharing one analytics ID. It never changes anything on its own, although it can offer to add a missing analytics ID for you.

Open the template from Course Templates and tap the activity on its session. In the Practice reminder section, turn on Remind participants daily, then choose an Until session (or Course end), a Suggested time, and an optional Message of up to 60 characters. Participants choose their own time for practice reminders, and nothing is sent to a participant until they do. A guided journal reminder keeps your Suggested time unless a participant changes it in My reminders.

The section appears for audio and video activities with the Practice Activity switch on, guided journals, and breathing, cold plunge and mindful timer practices, as long as the activity is placed on a session. To change a reminder for one course only, open Customise This Course on the Teacher tab and tap the activity there.

A change made in the template reaches participants who enrol after it. For a course that is already running, open Scheduled Reminders under This Course on the Teacher tab and tap the refresh icon to re-sync.

A practice reminder sends every day from the day after the activity's session up to and including the day of the Until session, so it still goes out on the Until session's own day. With Course end, it sends up to and including the seventh day after the last session, or until the participant's course access ends, if that is sooner.

The days come from the session dates on the course, so a session without a date in the course sends no reminders. If you place the same practice on each session with its own reminder (after Session 1 until Session 2, then after Session 2 until Session 3), participants still get one reminder a day.

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).

Yes. In a text activity, choose Import from Word and pick a .docx file up to 10 MB. Headings, lists, bold and italic are converted for you, and if the document contains an image you are offered it as the activity's hero image. Older .doc files are not supported, so re-save them as .docx first. Check the result before publishing, because complex layouts may need tidying.

Yes. Open the text activity, go to Audio narration (optional) and choose Add audio file. Use an MP3, M4A or AAC file up to 50 MB, then save the activity. The activity still needs its text, because participants read along while they listen.

Participants see a small player at the top of the text, with play, pause and a progress bar. Nothing plays until they tap play, the recording stops when they leave the text, and listening to the end marks the text as completed. A Listen label on the activity card shows which texts have a recording.

To replace or remove the recording, open the same section. If you remove it while customising one course, only that course loses it. You and your participants need the latest version of the app. Older versions show the text only.

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.