Frequently Asked Questions

Having a problem or still have questions after looking through this? Contact us at support@tueohealth.com any time. We’ll get back to you within a day and can help troubleshoot over the phone if needed.


Setup

  • How long does installation take?

    Registering for a new account takes just a couple of minutes. Setting up the Tueo Health sensor typically takes about 20 minutes. Setting up the Beddit sensor takes 5-10 minutes. Challenges with sensor calibration can add extra time to this. See other questions and answers on this page which address these challenges.

  • Where can I find detailed instructions for sensor setup?

    Instructions for the Tueo Health sensor are in the app; additional information is here on the FAQ page. Instructions for the Beddit sensor can be found on the Beddit FAQ and in this video.

  • What is the best location of the Tueo Health sensor?

    Tueo Health recommends positioning the sensor in line with where the individual sleeps (usually in the middle of the mattress), at the foot of the bed, 6-10” from the bottom edge of the mattress so that the strap is unlikely to slide off. It can be farther from the edge of the mattress and closer to the person; for a small child in a large bed it could be much farther up. Ideally the sensor will be as close to the person as possible (so the sensor can get a good signal) without being so close that they might frequently hit it with their feet while sleeping. This is to prevent it being uncomfortable and so that it’s unlikely to get knocked out of position. It will not harm the sensor if it gets bumped while sleeping.

  • How do I know if I attached the backplate of the sensor properly?

    Carefully note the three ridges on the backplate and their matching indentations on the sensor. When the backplate is properly installed there is no gap between the backplate and the sensor and the silver magnet on the backplate is visible.

  • Why is there a waiting period between when the sensor is installed and being able to see the data and use all the features in the app? How will I know if the sensor is properly installed?

    Tueo Health’s analysis is based on what’s normal for each individual. Determining what’s normal takes some time; usually the sensor will need to be set-up for about 2-4 weeks before you can see the data in the app. During this time we will still monitor for the quality of the data coming from the sensor and we will contact you if there’s a problem.

Tueo Sensor

  • How do I know if the sensor is working properly?

    If you have followed all of the sensor setup steps through the Tueo Health App, you should be all set! We will monitor the quality of your data and reach out if your sensor seems to not be working properly.

  • What do the lights mean on the sensor? Why is a light blinking on the sensor?

    The sensor has three lights. (1) green light for power, (2) yellow light for network activity, and (3) another green light for status. During normal operation the power light will be on, the network light will flash occasionally when data is sent over WiFi, and the status light will flash to indicate proper transmission of the sensor signals. If the power light is blinking it may indicate a network connection problem. If the status light is not blinking that may also indicate a problem. You will not be able to see the sensor lights blinking when the sensor is in the pocket on the bed strap. This is to prevent the lights from bothering anyone in a dark room.

  • Who makes the Tueo Health sensor?

    The sensor is made by Murata Electronics. It is model SCA11H

  • What is the sensor actually measuring?

    The sensor is measuring vibrations using a small sensor similar to an accelerometer, a common type of sensor found in many smartphones, activity trackers, and other devices. The method of calculating heart rate, respiratory rate, and other physiologic measures from the vibrations is called ballistocardiography.

  • Will the sensor work with more than one person in the bed?

    The sensor hasn’t been tested for two people in a bed.

  • Why is the sensor warm?

    This is normal. There is a small computer inside the sensor that is doing all the hard work of estimating heart rate and other signals from the vibrations it picks up and this leads to it heating up.

  • What if someone else is going to be sleeping in the bed?

    If this is a temporary arrangement for a night or two (Uncle John is in town, for example), it’s probably easiest to leave the sensor and strap in place and unplug the device so that no data from the other person is sent to Tueo. If it will be for a bit longer, you may consider moving the sensor to wherever the individual with asthma is now sleeping. In this case you will need to recalibrate the sensor to the new setup. See the steps under the question ‘What if there’s a change to a new mattress or bed?’.

  • What if I lose power or unplug the sensor?

    The sensor will automatically re-connect to the WiFi network and resume normal operation as soon as power is restored.

  • What if the sensor is bumped in the night?

    Generally this is no big deal. The sensor itself is very durable and bumping it isn’t unusual or a problem. The sensor strap has been designed to keep the sensor properly positioned and oriented even if things like this occur. However, if the sensor position is greatly changed, it could affect its ability to make good measurements. If this is happening a lot you may consider moving the strap closer to the foot of the bed or under a mattress pad. In any case, we will alert you if the sensor is not working properly and we will help figure out a suitable setup.

  • What if I change the sheets?

    There’s nothing special that needs to be done. Changing the sheets is a good time to visually check the sensor to see that the strap is still in place, the sensor is properly located, and everything seems to be in order.

  • What if my child wets the bed?

    Generally this is not a cause for concern. The sensor can handle moderate amounts of moisture and is unlikely to be affected. The strap can be put in the laundry; we recommend putting the strap in a wash bag (like those used for other delicates) on a mild wash cycle and air drying.

  • What if there’s a change to a new mattress or bed? What if I want to take the sensor to another home or on a trip?

    The sensor should be re-calibrated to the new set up. Depending on which version of the app you’re using, look for the “sensor setup” or “recalibrate sensor” options in the app. If you’re also changing which WiFi network the sensor will use you’ll also need to update the sensor settings from Menu > Sensor > Change WiFi setup for sensor.

  • Why does calibration take so long? Why does calibration fail so often?

    The sensor is measuring vibrations made by your heart beating. As you can imagine, these are very small vibrations, so the sensor must be extremely sensitive. This also means it can pick up vibrations from other sources. These other sources can include people walking around in the home, fans, heaters, or air conditioners running, auto traffic on the street outside, loud music, perhaps even a windy day with a breeze blowing through the window or making the house shake. To get a successful calibration do your best to eliminate all sources of this unwanted vibration and try again -- this may mean waiting until a later time of day or even another day when there may be fewer people around or less traffic nearby.

  • I’ve been told the quality of the data coming from the sensor is not good, what should I do?

    First, confirm the sensor is properly positioned and in place with the bed strap (see other answer on this page about proper positioning). Next, examine the bedroom for possible sources of unwanted vibration such as fans, heaters, or air conditioners. Stop using those devices if you can. Also, while normal sheets and blankets on top of the sensor are fine, unusually heavy things like a large stuffed animal or heavy blankets could affect the sensor’s performance.

    Second, try re-calibrating the sensor. Depending on which version of the app you are using you can either use the “Sensor setup” button on the login screen to do this or you can access sensor setup from Menu > Sensor > Recalibrate sensor. If using the sensor setup button the app will first re-confirm the WiFi settings before getting to calibration..

Network

  • What if I change my WiFi router or password?

    The sensor needs to be updated with up-to-date WiFi information. Depending on which version of the app you have you can either use the “Sensor setup” button on the login screen to do this or you can update the sensor settings from Menu > Sensor > Change WiFi setup for sensor. If you use the Sensor setup process it will require repeating sensor calibration after updating the network information.

  • Can I use a WiFi network without a password?

    No. Tueo Health takes data security seriously and the system has been designed so that it requires a WiFi network with a password.

  • I've noticed there's a TueoHealth WiFi network that shows up sometimes, what’s that?

    The sensor communicates over WiFi, and during the sensor setup process it broadcasts its own network called TueoHealth_xxxxxx, where xxxxxx is the last six characters of the MAC number printed on the back of the sensor.

App

  • Why does the app request location permissions?

    In order to be able to display a list of nearby WiFi some versions of Android (Nougat and higher) require that this functionality be enabled. Tueo Health does not use the location of your phone.

  • Explain the dates used for Tueo Score and sensor data

    Since most people go to sleep on one day and wake up on another day, it can be unclear what it really means if you see data paired with a certain calendar date. The Tueo Health app handles this by associating all the data for a night with the calendar day on which you went to sleep. For example, if you went to bed at 10:00 PM on May 26 and woke up at 6:00 AM on May 27, the Tueo Score calculated for that night of sleep would be charted on May 26. By choosing this convention, it also means that even if you went to bed after midnight (for example, at 12:30 AM on May 27) and woke up seven hours later all the data from that night of sleep would be charted on May 26, even though you were only sleeping on May 27.

  • Why isn't the Tueo Score being calculated? Why is my Tueo Score out of date?

    The Tueo Score is only calculated when there is enough data to calculate it with confidence, so the most common reason the score wouldn't be calculated is if there is missing data or low quality data received from your sensor.

Asthma Coaches

  • Who are the asthma coaches? What training have they had?

    Currently our asthma coaches come from a variety of backgrounds all well-suited to provide excellent advice for asthma management. They are either physicians, nurses, respiratory therapists or other individuals who have completed training to be an asthma educator, a certification offered by the National Asthma Educator Certification Board.

Science

  • How is the Tueo Score calculated? What does the Tueo Score mean?

    The Tueo Score is based on the data collected overnight from the sensor, including heart rate and breathing rate. Determining the score first requires a period of observation to determine what is normal for the individual being monitored. The score is then based on how the recent data compares to what’s normal for that individual. The score ranges from 0-100. If recent data is similar to what’s normal, the score will generally be in the lower half of this range. If recent data shows a difference from what’s normal the score will be in the upper half, and higher numbers indicate bigger differences. Colors shown on the dashboard and in the tracking part of the app correspond with the number; green means the recent data is similar to what’s usual, while yellow, orange, and red indicate increasingly large difference from what’s normal. Awareness of changes in the data obtained from the sensor enables living well with asthma by prompting assessment and monitoring of symptoms, both important aspects in determining asthma control. This score is not meant to make a medical diagnosis and asthma is only one of many things that can affect the score. The Tueo Score and the rest of the features in the app provide only information and are not medical or treatment advice. Do not rely on this app for the purposes of medical diagnosis or as a recommendation for medical care or treatment. The information in this app is not a substitute for professional medical advice, diagnosis or treatment. The devices used to obtain the measurements for the score are not medical devices and have not been cleared by the FDA.

  • What clinical research supports the Tueo Health approach?

    Prior clinical studies have shown a correlation between asthma control and various physiologic factors including heart rate and sleep.(1, 2) Separately, providing asthma education and asthma coaching have been shown to improve asthma control (3,4) and reduce exacerbations. We are combining these two areas, utilizing physiologic monitoring to guide asthma education and coaching.

General

  • I have a suggestion for improving your app/product/service, who should I contact?

    Email us at support@tueohealth.com -- it’s not a support issue but we’ll make sure it gets to the right place!