Frequently Asked Questions (FAQ)
How much does your app cost?
Our app is currently free.
Do you need an Apple Watch? Can I use a different smart watch?
Yes, an Apple Watch® and an iPhone® are required to run our app as we use specific sensors and technology of the Apple Watch®. However, we hope to be able to integrate other smart watches in future.
Which countries is your app available in?
Our app will be available in the US App Store. We hope to add more countries as soon as possible.
Which languages is your app available in? / ¿En qué idiomas está disponible su aplicación?
Currently, the app is only available in English. We'll add more languages as soon as we can. / Actualmente, la aplicación sólo está disponible en inglés. Añadiremos más idiomas tan pronto como podamos.
Is the app suitable for children?
Children aged 13 and above can use Mellow with parental permission.
How does the alert feature of Mellow work?
When a seizure-like motion is detected, the app launches a countdown. The user can then cancel the alert if it is a false alarm. If not cancelled, an automatic SMS is sent to the emergency contact with the user’s location.
- Can I rely on Mellow to always protect me?
Honestly, we can't promise Mellow will always detect 100% of seizure-like events. There are a number of conditions that have to be met in order for Mellow to be able to detect seizure-like events . Epilepsy is also a highly unique disease to each individual so Mellow won't work for everyone. However, we are working on improving Mellow every day to catch more seizures for more people.
- What type of seizures can Mellow detect?
Mellow detects seizure-like motions that are similar to motor seizures. Mellow is especially useful for people suffering from tonic-clonic seizures.
Does Mellow automatically detect seizures?
Mellow automatically detects seizure-like motions. Mellow can only detect seizures that include movement.
Does the app predict seizures?
Currently our app only detects seizures when they occur. Seizure prediction is our ultimate goal!
Does my emergency contact need the app as well to receive alerts?
No, your emergency contacts will receive alerts through SMS so they don’t need the app.
- Can I use another seizure detection app alongside Mellow?
Due to the system architecture, Mellow may not work correctly if you use another seizure detection app concurrently. We recommend using Mellow as a standalone seizure detection solution.
What happens to my data?
I have a question that's not covered here.
Feel free to reach out to us with any other questions. You can text us at +1 669 322 3040 or write to us at firstname.lastname@example.org
My watch says 'cannot connect'.
Please turn your watch on and off again. If this doesn't work, please check your internet and Bluetooth are connected.
- The app says 'Watch App not found'.
See instructions on how to fix it here.
My watch ran out of battery and now won’t pair with my iPhone.
Please deinstall and reinstall the Mellow app and your watch should be able to connect.
I see an increase in the number of active calories reported on my Apple Watch.
This is a known issue - we are working on fixing in app.
One temporary fix: let the monitoring run for a few hours without wearing the watch and then read the calorie count graph. For example, if the watch counts an extra 50 cal per hour, you can just subtract 1200 calories per day to find out your actual number of active calories.
The app stops working after I do a workout.
See how to ensure Mellow is monitoring you before and after a workout here.
The app increases battery consumption.
Mellow requires a higher amount of battery consumption as the app is constantly working to protect you. Check out the tips here to maximise your battery life.
- My exact location isn't shared with my emergency contacts.
Our location is fetched directly from the phone itself, so we can only tell the location with the degree of accuracy Apple gives us. In order for us to get the most accurate location, we strongly recommend turning on Precise Location.
You can turn this on in Settings -> Privacy & Security -> Precise Location.
6s (Plus and Mini), iSE (2016 and 2020), 7 (Plus and Mini), 8 (Plus and Mini), X; XR, 11 (Pro, Pro Max and Mini), 12 (Pro, Pro Max and Mini), 13 (Pro, Pro Max and Mini), 14 (Pro and Pro Max) - NOT compatible with iPad as Mellow only works with both Apple Watch® and iPhone® combined.
Our suggestion: if you are considering buying an iPhone to run Mellow, the simplest iPhone SE is usually the most affordable version.
Series 3, Series 4, Series 5, Series 6, SE (1st and 2nd Gen), Series 7, Series 8, Apple Watch Ultra®
Our suggestion: if you are considering buying an Apple Watch, the simplest Apple Watch SE is sufficient to run Mellow.