Frequently Asked Questions

In the HealAdvisor Analyse App, my “Master Key” will no longer sync. It just keeps saying “Encryption in progress”, but never finishes.

If the encryption wheel keeps forever spinning on the “Master Key” screen, you very likely chose the “Activate device with existing Master Device” option. Once this option is chosen, the wheel starts spinning and does not stop until the Master Device (a smartphone that already has access to this account) authorizes access to the account.  

If, by mistake, you chose the option to “Activate device with existing Master Device” and are faced with the permanently spinning wheel, you need to restart the App in order to restart the process and choose another option to access this account; or you may log into another account. If you wish to learn more about the “Activate device with existing Master Device” process, please check the FAQ article called “Steps to Activate device with existing Master Device”.

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