FAQs | Brook

Have a burning question about Brook’s Personal Health Companion?
You’ve come to the right place!

You can find answers to frequently asked questions about Brook here. Just click on a topic below to get started.

Glucometers

Reminders

Subscriptions

Weareables

Subscriptions

General Questions

Why should I subscribe?

Subscribing to Brook gives you a personal health companion on your smartphone, available to help you make smart, healthy decisions daily. Brook gathers your health information together into a single, coherent service, creating a simple way to build healthy habits.

What is included in my subscription

A Brook subscription provides full access to the app and its features. Connect with Brook Experts – skilled dietitians, diabetes educators, and other highly qualified specialists - 7 days a week. Track progress made towards developing daily healthy habits, get tips and recipes for healthy eating, and more!

Why are you starting to change?

Brook launched a beta version of our app for free in 2017. As we’ve developed Brook, features and capabilities have been added as well as access to experts, partnerships with healthcare providers, and partners. Brook now offers a comprehensive, easy-to-use health companion that goes deeper than the simple tracking of activity that we first launched with.

Is my account currently in trial or subscription?

This can be viewed in the “My account” section in profile. Get to your profile by tapping the person icon in the upper right, then tapping your name.

How does a free trial work? Will I automatically get charged after?

After the free trial period has ended, your subscription is set for auto-renewal through the App Store or Google Play.

Does Brook offer refunds?

Refunds must go through the App Store or Google Play, and are based on their policies.

What payment methods are accepted for Brook?

Payments are managed through App Store and Google Play, and is charged to your credit card set up for the App Store or Google account

Why aren’t Brook subscriptions eligible for iTunes Family Sharing?

Family sharing of Brook accounts is not allowed for HIPAA compliance purposes. Each account registered on Brook needs to have their own subscription to Brook.

How are subscriptions billed?

Subscriptions are billed through the App Store or Google Play and are setup to automatically renew based on your selected subscription plan.

How do I get an invitation key?

Invitation Keys are offered by select healthcare providers who work with Brook

Is there a discount for a yearly subscription over a monthly one?

Brook offers discounts for both quarterly and yearly subscriptions. They are the best option to maintain access to Brook and the Brook Experts

Tech Support

How do I make sure I don’t get charged when my trial ends?

To turn off auto renewal and avoid being charged for another billing cycle you must cancel your subscription at least 24 hours prior to the next billing date. To do this, navigate to your profile in Brook, then tap “My account,” then “Manage subscription.”

How do I renew my subscription?

Subscriptions automatically renew. To view your next billing date navigate to your profile in Brook, then tap “My account.” The membership details section includes that information.

How do I update my payment information?

iOS: To update your payment information, navigate to the settings on your iPhone, tap your name, tap iTunes & App Stores, tap your Apple ID, tap View Apple ID, and tap Payment Information. Android: To update your payment information, navigate to the settings on your Android, tap Google (Services & Preference), tap Google Accounts, tap Payments & Subscriptions

How do I cancel my subscription?

How do I add my invitation key?

Open your Brook app, tap the person icon in the upper right, then tap your name to get to your profile. Scroll down to “Invited by:” and tap “ENTER KEY”

I switched operating systems (iOS/Android). How do I manage my subscription now?

Subscriptions are tied to the iTunes or Google Play account you purchase them from. This means they cannot be transferred from one operating system to another because they use different marketplaces (App Store for iOS devices, Google Play for Android).

How do I turn off auto-renewal?

How can I get an itemized receipt or invoice?

Itemized receipts are available through iTunes or Google account

How do I know what day I’m going to be charged on?

You can view your subscription details by going to “My account” in your profile on Brook. The same information is also available to view in your subscriptions in App Store or Google Play.

How do I upgrade from a monthly to a quarterly/yearly subscription?

To upgrade to a quarterly or yearly subscription go to the “My account” section of Brook in “Profile settings” and select “Manage subscriptions.” This will take you to the Subscriptions in iTunes/Google Play where you can select a different subscription plan. Your new subscription plan will start immediately

Where can I check my subscription status?

You can view your subscription details by going to “My account” in your Brook profile. The same information is also available to view in your subscriptions in the App Store or Google Play.

My trial period is coming to an end, how do I enter my member ID?

We recommend that you connect your partner before cancelling your subscription to ensure you have continued access to Brook. To connect to a partner from your Brook Profile, scroll down to “Partners” and select the partner you would like to connect. Then, enter your member information to verify your account. The subscription plan you selected when signing up for the free trial was set to automatically renew at the end of the trial. To avoid being charged you must cancel your subscription at least 24 hours prior to the next billing date. To do this, navigate to your profile in Brook, then tap “My account,” then “Manage subscription.”

My trial period is coming to an end, how do I buy a subscription?

The subscription plan you selected when signing up for the free trial was set to automatically renew at the end of the trial. To view your billing date and subscription details, navigate to your Brook Profile by tapping the person icon in the upper right, then tapping your name. Tap “My account.”

Glucometers

General Questions

How do I test my blood sugar?

The box your glucometer came in contains instructions for testing your blood sugar. For more information visit the Mayo Clinic’s instructions here.

How do I turn on or off Contour™ Next One meter settings like sounds?

Turn your meter on
Scroll to settings
Find the setting to change
Use the up and down arrows to change the setting. Press OK

Can I change my blood sugar target range on the app to match the meter?

Currently you can only set your blood sugar target range on the meter itself. It is best if the meter matches the target range in the app. The safe zone in Brook is a range set as 80-180 mg/dL.

What is the app target range?

The in-the-zone target range on Brook is set to 80-180 mg /dL, or 4.4-10 mmol/L.
The range is currently not editable in the app.

How do I change the meal marker after I test my blood sugar?

The app, by default, will assign a meal marker automatically based on the time of day when the blood sugar test occurred.
Readings that sync from a third party device or service are not editable at this time.

How do I know if my meter is connected to the app?

To check that your meter is connected to Brook you can go to your profile, and scroll down to “Apps and Devices” → “Bluetooth devices.” If your meter is paired to Brook it will be listed on this screen under “Paired devices.”

Can I pair more than one glucometer to Brook?

You may pair multiple Bluetooth enabled Brook supported glucometers. The app will save all readings and combine them on the blood sugar dashboard.
Note: the app can only sync with one connected meter at a time.

What happens when I unpair my glucometer from the app?

If you unpair a meter from Brook, the meter will be removed from the account and will no longer be able to send data to the app. All previous data will remain available to view in the blood sugar dashboard.
If you unpair a meter by mistake, you can always connect the meter to Brook again by going to your profile and selecting the meter you want to pair.

How can I share my app data with my doctor?

You can print or email a Doctor’s Report with all of your blood sugar data to provide to your healthcare provider or doctor’s office.
Open Brook and then tap “Care Circle” in the top left.
Scroll down and select “Create Doctor’s Report.”
Select the timeframe of the report you want, and enter the email addresses you want it sent to.

Why can’t I change a meter setting from the app?

At this time changes to settings on the meter must be done through the meter itself. Where can I view all of my blood sugar readings? All blood sugar readings can be viewed in your dashboard. Tap on “Profile” in the upper-right corner of your Brook app, and then scroll to the blood sugar dashboard.

Can I add a note to my reading in the app?

At this time, data that is pulled in from a third party device or service is not editable on Brook.

Tech Support

How do I enable Bluetooth on my phone?

Go to your phone settings, find Bluetooth, and turn it on.

I held the Ok button and did not see a blue flashing light.

The glucometer must be powered off before starting the pairing process. The Ok button needs to be held down for 3 seconds to trigger the blue flashing light at the strip port.

How do I pair my glucometer to the app?

Before you start the process, turn the glucometer off.
Go to your Brook profile, then tap into “Bluetooth devices.” Tap on the icon at the top for your specific supported meter. This will begin the pairing process.

How do I unpair my glucometer from the app?

Go to “Bluetooth devices” in your Brook profile. Locate your paired device in the list and then swipe left across the meter. This will pull up a menu where you can tap “Unpair.”

Why won’t my glucometer connect to the app?

There are several reasons the meter might not connect to the app. Make sure the following are true to ensure a connection:

The meter is on and paired to Brook (find out how to pair your meter here)
Bluetooth on the phone is turned on
Bluetooth on the meter is turned on
The meter is close to your smartphone

If the problem continues, turn both your mobile phone and glucometer off and then power them back on. If problems continue please contact us at support@brook.health or message the Experts through the app under “Care Circle.”

How do I sync my glucometer?

There are a couple ways to do a manual sync of your glucometer:

From the main chat screen tap “+” and tap the button for glucometer sync
From profile, scroll to “Bluetooth devices.” On the next screen, locate your paired device in the list and then tap the sync icon.

Note: We recommend you turn auto sync on in your profile, so Brook can automatically sync your glucometer when you open the app.

Why won’t my glucometer sync to the app?

There are a few reasons glucometers might not sync with the app. To ensure your meter syncs with Brook, please do the following:

Check to see that Bluetooth is enabled on your phone
Check that the meter is paired to Brook
Check that the meter is turned on
Make sure the meter is near your phone
If you have auto sync off, you must trigger a manual sync from your profile or by tapping “+” from the main chat screen

If you still have issues, follow these instructions:

In your phone settings turn Bluetooth off
turn Bluetooth back on
Open the Brook app

If the problem continues, please contact support@brook.health

My glucometer won’t turn on, what should I do?

The battery may need to be replaced on the meter.

Why was my meter disconnected from the app?

The Contour™ meter will turn off if there is no activity between the meter and the app.
The meter and the app must be in close range of each other to stay connected.
Be sure to keep the test strip in the meter until the reading syncs to Brook.

Why can’t I delete a blood sugar reading in the app?

The app doesn’t currently support the ability to delete a blood sugar reading.

What should I do if I received the error “Unable to connect”?

There are a few reasons glucometers might not sync with the app. If you are experiencing issues with syncing, please do the following:

Check to see that Bluetooth is enabled on your phone
Check that the meter is paired to Brook (see how to pair your meter here)
Check that the meter is turned on
Make sure the meter is near your phone
If you have auto sync off, you must trigger a manual sync from your profile or by tapping “+” from the main chat screen, and selecting meter sync

Contour® Next One Meter Error Codes

Too little blood
Remove the test strip and enter a new strip The strip is designed to take blood in from the tip, do not drop blood on directly on the flat surface of the strip.

Used test strip
Replace test strip and test again

Strip upside down
Remove the strip and insert it with the grey end facing upward

Wrong strip inserted
Remove strip and insert a Contour® approved strip, then test blood sugar again.

Moisture damaged strip
Remove strip and test blood sugar with a new strip.
Storage tips: keep strips in original container, and close tightly after each test

Strip or test errors
Contact Contour® customer service

E20

Testing error
Remove test strip and begin with a new strip.

E24

Under 15 degrees Celsius

E25

Over 35 degrees Celsius

E27

Too cold to test (under 5 degrees Celsius)

E28

Too hot to test (over 45 degrees Celsius)

E30 - E39

Communication error
Turn the meter off. Turn the meter back on.

E42

Dead Batteries
The meter uses 2 CR2032 or DL2032 batteries, replace them as soon as possible.

E60- E78

Hardware error
Turn the meter off and then back on. If error continues, contact Contour® customer service

E81 - E88

Software error
Turn the meter off and then back on. If error continues, contact Contour® customer service

Weareables

General Questions

Why should I connect my device?

Connecting your device allows your data to be imported directly into Brook, reducing the need for manual logging, and increasing the amount of data you have for connections, insights, and personalized recommendations.

Tech Support

What fitness trackers and apps are supported?

Fitbit, Garmin, MisFit, Withings, Polar, Strava, and UnderArmour. List plus data types here.

What glucometers are supported?

iGlucose, iHealth. List plus data types here.

What BP monitors are supported?

iHealth, Omron. List plus data types here.

How do I connect my supported device/app?

Go to your profile (in the top-right), then scroll down to “Apps and devices” and tap “More” to be taken to the connection options. Tap the item you want to connect, and log into their service using your username and password associated with that device/app.

Why am I getting a red notification in my dashboard saying my data is out of date?

You need to sync your fitness trackers with your phone regularly to ensure your data is up-to-date. To sync your fitness tracker with your phone, open the app associated with that fitness tracker and sync the device.

How do I disconnect my device?

Go to your profile (in the top-right), then scroll down to “Apps and devices.” Tap “More” to be taken to the connection options. Find the device you want to disconnect and tap “disconnect.”

How I can update my data from an app or device that I have connected to Brook?

Brook pulls the information in from your apps and devices to display the information on your dashboard. If the data reported from your app or device is incorrect it needs to be modified directly from the source in order for the sources to display the same information (i.e. data integrity).

Reminders

General Questions

Why would I want to set up reminders?

Sometimes life gets busy and we need some help remembering to take our medications or to check our blood sugar or blood pressure. By setting up reminders in the app, Brook helps you make sure to take your medications on time, or that you are testing your blood sugar or blood pressure as frequently as needed.

What are reminders?

Reminders are notifications that Brook will send to remind you to take your medications or test your blood sugar or blood pressure at a specific time. If you would like to receive reminders, you’ll need to set them up in your profile.

Where do I set reminders?

You can set reminders in your profile. Start by tapping ‘Profile’ in the top-right, then your name. Once there, scroll down and tap ‘Reminders’. There, you can set reminders to test blood sugar and blood pressure, and to take and log your medications. If you would like to receive medication reminders, you will need to set up a medication schedule.

In order to receive reminder notifications, you must have notifications enabled in the Brook app as well as having notifications enabled for Brook in your phone’s settings.

How do I set up a reminder?

To set a reminder, tap ‘Profile’ in the top-right, then your name, scroll down and then tap ‘Reminders’ Tap ‘Add reminder’ and select which reminder you would like to set. Set a time for the reminder, and how frequently you’d like to receive them (daily or specific days). Tap ‘Save’ and the reminder will be set.

To receive the Reminders, you will need to make sure that you have notifications enabled in the app. To do that, go tap ‘Profile’ in the top-right, then your name, scroll down to the Permissions section and sliding the toggle on for ‘Notifications’.

You will also need to make sure that you turn the notifications on for Brook in your phone’s settings.

How do I set up a medication schedule so I can set up reminders for medications?

To set up a medication schedule, tap '+' in the bottom-right of the screen. Next, tap on ‘Medication’. When a new window pops up, tap ‘Add medication +.’ Enter the medication name, form, dose, unit, and quantity, then tap the box for ‘Set schedule.’ You should see a check mark in the box. Tap ‘Next.’

Now you can create your schedule by picking a frequency and time of day. When you're finished, tap ‘Next,’ and the schedule will be added! Your schedule is now available for you to easily report your medications. Once the schedule is added, the medication reminder is automatically added into the Reminders section of your profile. You can mute the reminder by tapping the bell next to the schedule. If you would like to edit the time that your medication schedule reminder is sent, you can do that in the Reminders section of your profile.

What happens when I receive a medication schedule reminder notification?

When you receive a reminder for your medication schedule, you can report that you’ve taken it directly through the reminder notification! Just pull down the notification and you can either select ‘Report now’ to log the medication or ‘Ask later’ to get the reminder again in an hour.

How do I edit a reminder I have set?

To edit a reminder, navigate to the Reminders section in your profile. Tap the specific reminder you would like to edit.

Can I temporarily stop reminders?

If you would like to stop receiving reminders, but still have it saved, you can mute the reminder in the reminders section. You can mute individual reminders by tapping the bell, mute a reminder type (such as medication or blood sugar) by sliding the toggle on or off by the type, or mute all reminders by using the toggle for all reminders.

How do I delete a reminder?

To delete a reminder, navigate to the Reminders section in your profile. You can swipe left on a specific reminder to delete it. If you want to delete a reminder for a medication schedule, you will have to delete the corresponding medication schedule.

You can unmute reminders by going into the Reminders section and either selecting an individual notification by tapping the bell, or by turning on the toggle for all reminders or a specific reminder type.

Why do I need to give Brook permission to send notifications?

Brook sends out the reminders as push notifications to your phone, so we need to have permission to send those notifications.

Tech Support

Why can’t I set a reminder for medications?

Medication reminders are directly tied to a medication schedule. If you would like to receive med reminders, you will first need to add a medication schedule.

Why am I not receiving my reminders?

If you are not receiving the reminder notifications, make sure that notifications are enabled in both Brook and in your phone settings.

Check to see if your reminders were accidentally turned off or muted. Go to the Reminders section in your profile, and make sure the toggle is orange, indicating on, for all reminder notifications you want to receive. The bell next to specific reminders should also be orange. If the toggle or bell appears gray, tap them to unmute them.