Have a Question?

See the answers to commonly asked questions below.

* Please note that Companion users will have different features based on the research study they are a part of.
All questions below might not be applicable to you based on the features displayed in your version of the app.

General

How do I sign up to use Companion?

Companion is currently available by invitation only. If you were invited to use Companion by an institution, you should have received a token in person, via phone, or via email. Use this token to register in the app.

Why don’t I see all the features discussed here?

Companion users have different features based on the institution they register with. Not all users have all features available.

Who do I call if I need help?

Clicking on the “Help” page in your menu will direct you to project specific resources. If you require technical support, call 617-580-3100 or email companion@cogitocorp.com. If you are having an emergency, call 911.

I forgot my username. How can I recover it?

Call tech support at 617-580-3100 and we will assist you in recovering your username. If you registered through the VA, please call your VA to recover your username.

I forgot my password. How can I reset it?

Open the app and click “Forgot Password.” After entering your username, you will be sent instructions on how to reset your password. If you do not see the “Forgot Password” button, call tech support at 617-580-3100 and we can assist you in reseting your password.

Mood

I recorded a check in on my iPhone but didn't get a score. How do I get a score?

If you are using an iPhone, refresh the home screen to generate a score (pull down on the home screen until you see a spinning wheel). You need to have mobile data turned on or be connected to wifi to receive a score.

Status (*Android Only)

Why does my “STATUS” section says I won’t get an update for 7 days?

Companion needs seven days after you first login to generating these scores (Out and About, Socially Connected, and Energized). This ensures that your scores best represent your behavior. In the mean time, you can still leave audio check-ins and receive scores.

After the initial seven days, you will receive a new score every day. You do not have to do anything to receive these daily scores.

I waited 7 days after download and I still don’t have scores in my “STATUS” section. Why?

Companion bases these scores off of different factors such as how much you are moving around or how often you are communicating through texts and calls. If you turn of your phone for many days, turn off location services, do not EVER communicate via text, or use a non-standard messaging app (i.e. Facebook Messenger or WhatsApp), Companion might not have the right data to generate scores for you.

Surveys (*Android Only)

I got a notification that I have a survey available, but when I clicked it there was no survey. What’s happening?

This likely means you received a survey that expired shortly after it was sent (some Companion surveys are meant to do that!). If you miss it, don’t worry, you will likely get others sent to you in the near future.

My survey disappeared when I hadn’t finished it. Why?

Companion surveys expire after a certain time period. Don’t worry, you’ll likely get other surveys in the future. Next time, you can aim to complete the survey in a shorter time period if you’d like to make sure you finish the entire thing.

Don’t see the answer to your question? Send us an email at companion@cogitocorp.com or call our tech support number: 617-580-3100