Mates App Help & FAQs

 

Need a hand using Mates?

Here are answers to some common questions about check-ins, your Journal, Trends, settings and your account.

 

Getting started​

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What is a check-in?

A check-in is a quick way to stop for a moment and record how you’re feeling.

Choose where your mood sits on the slider, then add any areas of your life that are on your mind and a note if you want to. These are optional, so you can keep your check-in as simple as you like.

Checking in regularly can help you build a picture of how things have been going over time. As you add check-ins, Mates uses them to show your history and patterns in Trends.

You can start a check-in from Home.

 

Can I check in more than once a day?

Yes. You can check in as often as you like.

Mates gives you different opportunities to check in throughout the day, and you can also start another check-in whenever you want. Each one becomes part of your check-in history and contributes to the patterns you see in Trends.

 

Can I edit or delete a check-in?

You can delete a check-in by opening it from your check-in history and choosing Delete Check-in.

Check-ins cannot currently be edited after they’ve been saved. If something is not right, you can delete it and create another check-in.

You can find your previous check-ins in Trends → Check-in History.

 

What can I write in my Journal?

Your Journal is a private space to put things into words. You might write about how your day has been, something that’s on your mind, an idea, something you want to remember, plans for the future, or anything you’d like to reflect on.

If you’re not sure where to start, Mates includes optional prompts to help get you thinking. You can also simply start writing in your own words.

 

You can create as many Journal entries as you like, and edit or delete entries after they’ve been saved.

Your previous entries are available from the Journal tab.

 

How do Trends work?

Trends helps you look back at your check-ins over time. You can find it from the Trends tab and switch between Week, Month and Year at the top of the screen.

 

At the top of Trends, you’ll see a summary of your average mood for the selected period. The wording reflects the mood ranges you see as you move the slider during a check-in, and the percentage is the average of your check-ins for that period. The line below helps you see how your mood has changed over time.

 

As you build more history, Trends can also show your check-in activity, common focus areas, Journal activity and how consistently you’ve been showing up.

If you connect Apple Health, selected Health information can also appear separately in Trends.

Trends reflects the information you’ve recorded. It does not diagnose, predict or score your mental health.

 

Account & access

 

How do I sign in to Mates?

You can create and access your Mates account using either email and password or Sign in with Apple.

When returning to Mates, use the same option you used when you created your account. For example, if you signed up with Sign in with Apple, choose Sign in with Apple again.

 

I use Sign in with Apple. Do I need a Mates password?

If you created your account using Sign in with Apple, your sign-in is managed through your Apple ID. You do not need a separate Mates password for that account.

When returning to Mates, choose Sign in with Apple.

 

How do I reset my password?

If your Mates account uses email and password, choose Forgot password? from the sign-in screen or go to Profile → Account when you’re already signed in.

Mates will send password-reset instructions to your email address. After following the link, you can choose a new password in Mates.

 

Your data & privacy

 

Where are my check-ins and Journal entries stored?

Your check-ins and Journal entries are stored on your iPhone. They are not stored online by Mates Incorporated.

Your Mates account is separate and stores the basic information needed to manage your account, such as your email address and profile name.

 

Can Mates see what I write?

No. Your check-ins and Journal entries stay on your iPhone, which means Mates Incorporated cannot read what you write in them.

Your account information, such as your email address and profile name, is separate from your check-ins and Journal.

 

What happens if I sign out?

Signing out takes you back to the Mates sign-in screen. It does not delete your check-ins or Journal entries from your iPhone.

When you sign back in on the same iPhone using the same account, your check-ins and Journal entries will still be there.

Signing out also cancels any Mates reminders that are currently scheduled. Your reminder settings are kept and can resume when you sign in again.

You can sign out from Profile → Account.

 

What happens if I delete Mates from my iPhone?

Your check-ins and Journal entries are stored on your iPhone as part of Mates.

If you delete the Mates app, that history is removed and cannot be recovered by reinstalling the app.

Your Mates account is separate. Reinstalling Mates does not delete your account, but you’ll need to sign in again.

 

What happens if I delete my account?

Deleting your account removes your Mates account and your locally stored check-ins and Journal entries once the deletion is successfully completed.

Your reminders and Face ID & PIN settings are also cleared.

Information stored in Apple Health is managed by Apple and is not deleted when you delete your Mates account.

If you use Sign in with Apple, you may be asked to confirm with Apple before your account can be deleted.

You can delete your account from Profile → Account.

 

Settings & features

 

What does Apple Health add?

Connecting Apple Health is optional.

If you choose to connect it, Mates can read selected information to display separately in Trends, including steps, time in daylight, exercise time, sleep and mindful minutes.

Mates only reads this information. It does not write information to Apple Health, and your Health information is not sent to Mates Incorporated.

You can use Mates’ check-in, Journal and core Trends features without connecting Apple Health.

You can manage the Mates connection from Profile → Apple Health. The permissions you give Mates to read Health information can be managed separately in the Health app on your iPhone.

 

What happens if I disconnect Apple Health?

Disconnecting Apple Health from Mates removes the Health information from your Trends and returns Mates to its disconnected state.

It does not remove the permissions you previously gave Mates to read Health information. You can manage those permissions separately in the Health app on your iPhone.

 

How do reminders work?

Reminders are optional and are turned off by default.

You can manage them from Profile → Reminders, where you can turn daily check-in and Journal reminders on or off and choose the times that suit you.

Mates reminders are scheduled on your iPhone. Your iPhone also controls whether Mates is allowed to show notifications. If notifications have been turned off, Mates can take you to your iPhone Settings so you can allow them again.

 

How do I keep Mates locked with a PIN or Face ID?

Mates includes an optional Face ID & PINto help keep the app private if someone else has access to your iPhone.

You can set it up from Profile → Face ID & PIN Create a four-digit PIN, then choose whether you’d also like to use Face ID for quicker access.

Your App Lock PIN is only for opening Mates. It’s separate from the password or Apple ID you use to sign in to your Mates account.

 

What if I forget my App Lock PIN?

If you forget your PIN, Mates can ask you to confirm your identity using the account you use to sign in.

Once your identity is confirmed, App Lock is turned off. You can then set it up again from Profile → Face ID & PIN

 

Help & support

 

What should I do if I need immediate support?

Mates is not an emergency service, counselling service or crisis-response service.

If you or someone else is in crisis and there is immediate danger, call Triple Zero (000).

If you need support, the Resources tab includes links and phone numbers for Australian support services.

Resources also includes information covering areas such as health, relationships, parenting, work, money problems, alcohol and drug use, gambling and family violence.

 

Information in Mates is general and supportive in nature. It is not medical, legal or professional advice and should not replace support from a qualified professional.

 

Still need help?

If you’re having trouble using Mates or have a question that is not answered here, email support@matesincorporated.com.au.

 

We’d be happy to help with questions about using the app.