Q: My trial is configured to utilize the Patient Connect app PIN code. How does this feature work?

A: Depending on the configuration of your trial, your participant may be required to set up a PIN code within the Patient Connect app. This adds a layer of extra security to ensure only the participant can complete activities within the app.

1. After being activated in the app, the participant will create the code and then enter it again to confirm it. This code will be used each time the app is opened.
2. Next they will be prompted to choose a Challenge Question and enter an Answer. If they ever forget their PIN code, they can answer this question to change it.

Q: My participant knows their PIN code, but they would like to change it to something else. How do they do that?

A: The participant can use the following steps to change their PIN code from within the Patient Connect app:

1. Enter the PIN code to access the app
2. Tap on the Support tab in the bottom right corner
3. Tap on Change Passcode
4. Enter the current PIN code
5. Enter a new PIN code
6. Confirm the code by entering it again

Q: My participant forgot their PIN code. How do they reset it?

A: The participant can use the following steps to change their PIN code if they forgot it:

1. Tap on the “Forgot Passcode?” button at the bottom of the screen
2. Enter the answer to the challenge question
3. Enter a new PIN code
4. Re-enter the same PIN code to confirm

Q: My participant forgot their PIN code and the answer to their Challenge Question. How do they reset it?

A: In the event the participant forgets both their PIN code and the answer to their Challenge Question, they should reach out to the site to have the app reset and relinked.

1. Tap on the “Forgot Passcode?” button at the bottom of the PIN code screen
2. Tap on the “Forgot Answer?” button below the Challenge Question screen
3. The participant should then contact the site using the phone number provided
4. Instruct the participant to tap on the “Upload” button to upload any pending data
5. Instruct the participant to uninstall and reinstall the app
6. Provide the participant with a new activation code from the dashboard
7. Follow the same steps from the beginning to create a new PIN code and Challenge Question answer