Frequently Asked Questions (FAQs)

 

Frequently Asked Questions (FAQs)

General

Feed

Health

Support

Notes

Profile (Me)

Settings

Messages

Resources (Articles and Videos)

Need more help?

Contact support at: [email protected]

 


General

Why is Pfizer Oncology taking the lead to create this app?

At Pfizer Oncology, we believe it's our responsibility to help support those who have been affected by cancer. As part of that commitment, we developed LivingWith®, the free app that helps people manage life with cancer.

When it comes to my privacy, what data is Pfizer collecting and what happens to it?

  • The app collects the personal information you choose to provide ("User Information"), and it is stored in an encrypted database. Registration data will be transmitted to and used by Pfizer in accordance with the Privacy Policy. Photos and audio recordings that you capture will be stored locally on your device. Data collected from your activity tracker will be sent from your activity tracker application in order to make the activity calculations that are displayed in the app
  • If you provide or permit us to collect any information relating to another person, you are telling us that you have the authority to do so and that you permit usage
  • The app is social. The information you choose to share with your supporters will be visible to them
  • Full details can be found here: Me > Settings > End-User License Agreement

How do I sign up?

For Android users, download the app on Google Play. For iOS users, download the app from the Apple App Store. When you first launch the app, you can explore the different sections. You will be prompted to sign up when you try to access the other features of the app.

App Store is a service mark of Apple Inc., registered in the United States and other countries. Google Play and the Google Play logo are trademarks of Google LLC.

Can I have more than one account?

You can have more than one account by signing up with different email addresses. However, this app is intended to give you one place to manage your health and interactions with your circle.

How do I keep certain things private/public?

Your information is private unless you choose to share it. When you add people to your circle, they only see the tasks or updates that you choose to share with them. If you assign a proxy to manage your account on your behalf, they have access to all of your information.

Can I join other circles?

Yes. Users can invite people by email or text message to join their circle of support. So if several users invite you to join their circle, you could be in multiple circles of support.

Can I access the app on a laptop or computer, too? What about another device?

Currently, the app is only available on Google Play and the Apple App Store. Most devices that run Android or iOS will be compatible (via phone or tablet).

App Store is a service mark of Apple Inc., registered in the United States and other countries. Google Play and the Google Play logo are trademarks of Google LLC.

Where can I go for more information or to learn more about This Is Living With Cancer?

https://www.thisislivingwithcancer.com/

What is the LivingWith® app, and where can I go to find information about it?

LivingWith® is designed to help you connect with loved ones, ask for the support you need, remember important information from doctors’ visits and stay organized, all in one place. LivingWith can help people living with cancer and their caregivers:

  • Share how you’re feeling. Track mood, pain, sleep and steps; integrate with health apps and wearables and share personalized graphs with your doctor
  • Get help. Stay connected to loved ones, and send or receive requests for help with daily tasks
  • Make notes. Write and record notes and questions for the doctor
  • Stay organized. Keep test results, medication details and insurance information all in one place

LivingWith is part of the This Is Living With Cancer program developed by Pfizer Oncology for people living with cancer and those who love them. LivingWith is available in English and Spanish.

Learn more at https://www.thisislivingwithcancer.com/living-with-app

Who can use the LivingWith® app?

The LivingWith® app can be used by anyone. LivingWith is designed to help you connect with loved ones, ask for the support you need, remember important information from doctors’ visits and stay organized, all in one place. Visit the App Store or Google Play to download and start using the app.

What if the app freezes or there is some type of glitch?

If the app freezes, you can try to force close. On Android, go to Settings > App manager (Apps) > Locate the LivingWith® app > Force Stop. On iOS, go to Settings > General > Storage & iCloud Usage > In the top section (Storage), tap Manage Storage > Select the LivingWith app > Documents & Data > Tap Delete App, and then head to the Apple App store to redownload it. This will be a clean install without all the previously saved data and documents. If issues persist with the app, contact support at: [email protected].

App Store is a service mark of Apple Inc., registered in the United States and other countries.

Where do I contact to recommend an enhancement or update to the app?

You may contact our support team: [email protected]

Why are there app updates?

Updates generally occur to improve the user experience, to fix bugs, or introduce a new feature(s).

Where can I find details regarding privacy?

Pfizer Inc. respects your privacy. Full details of the Privacy Policy can be found on the LivingWith® app here: Me > Settings > End-User Licensing Agreement

What should I do if I want to report an adverse event/side effect I experienced?

  • You may contact our support team, and we will ensure it is reported through the correct channels: [email protected]
  • If related to a Pfizer product, you may report it by calling 1-800-438-1985
  • Or, if you prefer, you may contact the U.S. FDA directly by visiting www.fda.gov/medwatch or by calling 1-800-FDA-1088

How do I partner with LivingWith® or feature LivingWith through my organization?

Please contact the support team, and we will ensure that the appropriate business contacts will be reached regarding your inquiry: [email protected]

Do I need an account on the app to follow my friend?

Yes, in order to interact with your friend and be part of his/her circle of supporters, you must create an account. The LivingWith® app is designed to help patients and caregivers connect with loved ones, ask for the support they need, remember important information from doctors’ visits and stay organized, all in one place.

How do I see if I’m connected to my friend?

To see whether you are connected with your friend, you can view the people you support by tapping on the Me section from the navigation bar. If you don’t see the connection with your friend, please try tapping again on the invitation link that your friend sent to you (only if the invitation link was received within the last 30 days). If the invitation link was sent to you over the last 30 days, it means it has already expired and your friend would need to send you a new invitation link. Once you follow those steps, you will be prompted to the app and see that you and your friend are connected.

 

Feed

What do the different roles mean, and how do I use them?

In order to experience all of the app’s features, you will need to sign up. You can be part of someone else’s circle, build your own circle, request that someone be your proxy or be a proxy for someone else.

If you wish, you can choose a person to manage your LivingWith® account on your behalf. This person will be called your proxy. They will have access to all of your information, can send tasks and updates on your behalf, can respond to messages from your supporters and perform other tasks based on your needs. Please note, as of the most recent update, all users see the same view of the app, no matter if you're a patient, a caregiver or a proxy.

You can switch to proxy mode on any section of the app (if your role is a proxy) by tapping on the picture on the top left side on your screen. Once you switch to proxy mode, the app interface color changes to teal.

Note: To join someone else's circle, they must send you an invitation link through email or text message.

How do I add someone as a proxy?

To assign a loved one as a proxy, the individual has to be part of your Circle first. If so, tap on Me, tap on the user's name, check the box and tap on "Save". An action needs to be taken by the individual who you have set up to be your proxy. As soon as the individual responds to your invite to serve as your proxy, the pending status is updated immediately. If the individual is not yet part of your circle, you need to send an invite by navigating to the Me section from the navigation bar and follow the instructions on the in-app screens.

Why does the app think I am a patient when I am actually a supporter?

The reason that it appears in the app that you are the patient is because we simplified and improved the way to connect with friends, family and loved ones. We’ve eliminated the user’s roles and simplified the user experience, so each user has the same level of permissions. Please note, as of the most recent update, all users see the same view of the app, no matter if you're a patient, a caregiver or a proxy. You will receive a notification whenever your friend sends you a new message or request.

You can view the people you support by tapping on the Me section from the navigation bar.

How do I invite family, friends and loved ones to join My Circle?

Users and their proxies can invite and manage the people in their circle by navigating to Me from the navigation bar.

How do I take notes of the things I want to talk to my doctor about?

To create a note, navigate to Notes from the navigation bar and click the + icon to add a new note.

How do I record important things so I won't forget them?

To record something, navigate to Notes from the navigation bar and click the + icon to add a new audio note.

How do I send a request for help from My Circle?

To create a new request, navigate to Support from the navigation bar.

How do I manage my requests?

To manage all requests (accepted, declined and pending), navigate to Support from the navigation bar.

How do I track my health to spot trends and share with my doctor?

To track your health, navigate to Health from the navigation bar. There you can log your mood and pain and connect other health apps or wearables to track your steps and sleep.

How do I create posts to share with my supporters?

To share a post with supporters, navigate to Feed from the navigation bar and click on the + icon at the upper righthand corner of the screen. Everyone in your circle will be able to view it. Please note, supporters are only able to see posts shared by the patient from the moment they have completed the connection and going forward. They will not be able to see previous ones.

What’s the difference between sharing a post and sending a message?

When a post is shared (Feed “+” icon upper right of screen) your entire circle of supporters can see it, but when a message is sent (Feed “Inbox” icon upper left of screen) only the people you selected will see it.

Why aren’t my followers seeing my posts?

We’ve simplified and improved the way to connect with friends, family and loved ones. Notifications should be posted on your Feed. If you want to share a post with your followers, just tap the “+” at the upper righthand corner of the screen to create a post, and everyone in your circle will be able to view it. Sometimes, to find a shared post, you need to switch screens or scroll down in the Feed section of the app. Push notifications will be shown on users’ devices when the patient sends out a support request to their loved ones.

Why am I or my followers not getting push notifications anymore?

Based on feedback we have collected from other users’ experiences, we have limited the amount of push notifications that users receive. Some notifications are now posted directly to your feed. If you have a specific notification that you believe is still missing, please do not hesitate to contact [email protected].

How do I get news articles, videos and resources specific to my health and interests to help me stay informed and motivated?

To get personalized news, videos and resources, navigate to Health from the navigation bar, and tap the Resources tab. You'll find news specific to your cancer type.

 

Health

How do I track key aspects of my health, including steps, sleep, mood and pain and share milestones with My Circle?

  • To track your health, tap Health from the navigation bar. From here you can log your mood and pain and connect to other health apps or wearables to track your steps and sleep
  • To share milestones with your circle, tap on a new or existing entry and select "Share on Feed"
  • For iOS Apple Health:
    The LivingWith® app pulls data directly from Apple Health (HealthKit) and your iOS device. You can track your sleep by manually entering the sleep-analysis data (start/end date/times for "Asleep") from the Apple Health app. Steps are also tracked by Apple Health. Sleep and steps data from external, third-party iOS apps and the Apple Watch will not be displayed in the LivingWith app. This prevents daily data from being duplicated
  • For Android Google Fit:
    Google Fit does not support sleep tracking, which means sleep data will not be shown when the LivingWith app is connected to Google Fit. Steps are supported and will be displayed
  • For Fitbit:
    Steps and sleep data are pulled directly from the Fitbit server and displayed in the LivingWith app
  • At 10 AM every day, the LivingWith app syncs data with your other third-party apps, such as Apple Health, Google Fit and Fitbit.

    Fitbit is a registered trademark and service mark of Fitbit, Inc. LivingWith is designed for use with the Fitbit platform. LivingWith is not put out by Fitbit, and Fitbit does not service or warranty the functionality of this product.

How do I log my pain levels, spot trends and share the information with my doctor?

Start by tapping on Health from the navigation bar. To log a new pain level, tap on the + icon and select "Track Pain." You'll be able to record your pain level and the location of the pain and add any details. You can also share it on your Feed or store it in a notebook to share with your doctor later.

As you continue to log your pain levels, you'll be able to view a graph that can reveal trends over time. You can view the graph by tapping the "Pain" section within Health. You can also create a personalized report of your history for a 30-, 60- or 90-day period.

How do I log my emotions, track how I'm feeling over time, and share it with my doctor?

Start by tapping on Health from the navigation bar. To log a mood, tap on the + icon and select "Track Mood." You'll be able to record your mood and add any details. You can also share it on your Feed or store it in a notebook to share with your doctor later. 

As you continue to log your moods, you'll be able to view a graph that can reveal trends over time. You can view the graph by tapping on the "Mood" section within Health. You can also create a personalized report of your history for a 30-, 60- or 90-day period.

How do I sync my steps with Google FitTM/Fitbit®/Apple Health?

Go to: Me > Settings (gear icon) > My Devices. Here you can choose to sync the LivingWith® app with Google FitTM (for Android devices), a FitBit® tracker or Apple Health (for iOS devices). Follow the prompts and allow the necessary access to successfully sync with your other apps.

Fitbit® is a registered trademark and service mark of Fitbit, Inc. LivingWith is designed for use with the Fitbit platform. LivingWith is not put out by Fitbit, and Fitbit does not service or warranty the functionality of this product.

If I'm already tracking my activity with another app, how do I pull in my step count every day and see it represented in an interactive graph?

  • Go to: Me > Settings (cog icon) > My Devices
  • Here you can choose to sync the LivingWith® app with a Fitbit® tracker, Google FitTM (for Android devices) or Apple Health (for iOS devices). Follow the prompts and allow the necessary access to successfully sync with your other apps
  • You can view your step count by tapping on Health from the navigation bar, and then clicking on the Steps icon. Note: Data needs to be refreshed and will display the previous day's data the next day (usually 1 day)

Fitbit® is a registered trademark and service mark of Fitbit, Inc. LivingWith is designed for use with the Fitbit platform. LivingWith is not put out by Fitbit, and Fitbit does not service or warranty the functionality of this product.

How do I track my sleep? How do I pull in sleep information from another app and add it to the overall picture of my health?

  • Go to: Me > Settings (cog icon) > My Devices
  • Here you can choose to sync the LivingWith® app with a Fitbit® tracker, Google FitTM (for Android devices) or Apple Health (for iOS devices). Follow the prompts and allow the necessary access to successfully sync with your other apps
  • You can view your step count by tapping on Health from the navigation bar, and then clicking on the Steps icon. Note: Data needs to be refreshed and will display the previous day's data the next day (usually 1 day)

Fitbit® is a registered trademark and service mark of Fitbit, Inc. LivingWith is designed for use with the Fitbit platform. LivingWith is not put out by Fitbit, and Fitbit does not service or warranty the functionality of this product.

How do I disconnect my health app or wearable device from the LivingWith® app?

  • Go to: Me > Settings (cog icon) > My Devices > Select "Disconnect"

 

Support

How do I find out about cancer events in my community?

To see personalized cancer events in your community, navigate to Support from the navigation bar and tap the Events tab. You'll see events in your area that are specific to your cancer type.

How do I reach out to members of My Circle for help with my requests?

To send a request to supporters, navigate to Support from the navigation bar. You can also reach out to your circle directly by sending them a message.

How do I keep track of all the upcoming, pending and accepted requests in my calendar, so I can stay on top of what's going on?

To see all requests, navigate to Support from the navigation bar.

If you have any requests that occurred in the past, you cannot remove or edit them, and you cannot accept or decline them. The person who made the request also cannot delete or edit it.

If you'd like to remove a request from your Feed, simply click the three dots within the card. Then you will have the option to 'Dismiss' it. It's important to know that when you dismiss a request, you aren't canceling it. You're just removing it from the view of your Feed.

How do I create reminders for myself so I don't forget?

To create a reminder, tap Support from the navigation bar.

You can set a personal reminder by creating a new request. Choose the category that best describes what you'd like help with, and select Personal Reminder on "Who do you want to ask?" Then name the request and complete the remaining fields. Tap "Send" when you're done. You should now see the new request added to the app's calendar.

If you want to add it to your Google calendar, iCal, or another personal calendar, click into the request details. You will see a link in the upper-right corner: Click on the "Add to Calendar" icon at the top of the screen to add it.

 

Notes

How do I write down important questions I want to discuss with my doctor and organize them into notebooks?

Start by tapping on Notes from the navigation bar. From here, you can create a new note or recording, including a title and other details. You can also create individual notebooks to organize your notes by topic or doctor. Notes are not able to be shared.

How do I record important information from my doctors' visits so I don't miss anything?

Remember to always get permission first from anyone you want to record. Start by tapping on Notes from the navigation bar. Once there, you can create a new note or recording, including a title and other details. You can also create individual notebooks to organize your notes by topic or doctor.

How do I share the health and activity history that I've tracked in my Health Notes with my doctor?

Start by tapping on the Health section from the navigation bar. Select Steps, Sleep, Pain or Mood to view a customized graph. Then tap on the share button to create and send a report.

Why are my supporters not getting the notes I put on the app?

The Notes section of the app was designed to keep track of important notes and questions in between appointments so that you can easily remember how you're feeling and have more productive conversations at your doctors’ visits. You can also record key takeaways from your doctor, so you remember important information. As part of the app's expected behavior, notes and audio recordings created under the Notes section cannot be shared with supporters. This is designed to protect any sensitive information captured in the recording from being shared. The information gathered is more to keep track for yourself.

 

Profile (Me)

How do I create a profile?

When you sign up as a first-time user, you can start to create your profile by following the instructions on the in-app screens. After you create your account, you can update your profile at any point in time.

How do I update my profile?

Tap on Me from the navigation bar > Tap Edit > You can update your photo or name or change your password.

How do I change my password?

Tap on Me from the navigation bar > Tap Edit > Change Password.

If you created your account on LivingWith® using the "Sign up with Facebook" or "Sign up with Google" options, your password must be changed through Facebook or Google. In order to change your password, please go into your Facebook or Google settings.

If I forget my password, what should I do?

Tap on Me from the navigation bar > Tap Add New > Tap Log in with existing account > Tap Forgot Password? and follow the instructions on the in-app screens. If you created your account on LivingWith® using the "Sign up with Facebook" or "Sign up with Google" options, your password must be changed through Facebook or Google. In order to change your password, please go into your Facebook or Google settings.

How do I manage my documentation (insurance card, medications, documents, etc)?

  • Notes

i. Insurance > You can add a picture of your insurance card here by clicking on the + icon, then the camera icon (or photo icon).

ii. My medications > You can add a picture of your medication(s) here by clicking on the + icon, then the camera icon (or photo icon).

iii. My documents > You can add a picture of your document(s) here by clicking on the + icon, then the camera icon (or photo icon).

You can also delete or rename any folder here by tapping on "Edit." If you wish to create a new notebook, select "Create New Notebook," enter a notebook name and then select "Save" to confirm.

The photo and audio notes you add to your Notes section are local to your device. If the LivingWith® app is uninstalled and a fresh installation is made, the documents or information you previously added will no longer be there. To protect personal information, we do not store individuals' personal medical records on Pfizer's servers.

 

Settings

How do I start fresh and sign up/log in as a new/different user?

Go to: Me > Settings > Log Out > Then sign in with another account or create a new one

How do I change my email address, or what do I do if I made a mistake in my email address?

Please re-register with your correct email address. We suggest you delete your current account by tapping on the Me section from the navigation bar. Tap “Settings,” then “Delete Account” and “Confirm Account Closure” and sign up with the correct email address.

Where do I access and manage push notifications?

Me > Settings > Push notifications

How do I log out?

Me > Settings > Log Out

How do I see the Spanish version of the app?

First, change your phone language to US Spanish. Then the app will open in Spanish. Make sure you're connected to the Internet so the app can reset to Spanish. See below for instructions on how to change the language on your device:

  • Android:
    • Settings > Find the settings for languages and input (Android versions vary) > Language preferences or Language(s) > Add/activate your display language (Español/Spanish)
    • When a language is moved to the top of this list or is selected, your device immediately starts using it. When you are satisfied with the change, close the Settings app
  • iOS:
    • Settings > General > Language & Region > [Device] Language > Select your language (Español/Spanish) > Confirm your selection
    • After your device updates the language, it should return to the menu screen and display the language you selected

How do I deactivate my account?

Me > Settings > Delete Account > Confirm Account Closure

 

Messages

How do I send messages?

  • Feed > Inbox icon (upper left of screen)
    To send a new message, click on the + icon, select the person you'd like to message, type your message and hit the send arrow icon.

 

Resources (articles and videos)

How do I access Resources?

  • Health > Resources tab
  • You'll find articles and video resources in this section

    We also have more resources on our website for you to get connected with advocacy groups in your area. Please visit https://www.thisislivingwithcancer.com/ and click on the Resources section for more information.

Need more help?

Contact support at: [email protected]