Help@hand

Fed up with it not working. constantly having to reset my password because apparently I'm using the wrong one ... even when I literally changed it seconds before because it locked me out ... again! constantly telling me I have insufficient internet when everything else on my device works fine. never get any of the documents / emails come through following consultations. honestly its just not been a great experience for me. anyone have any suggestions before I give up and delete?

Horrific app usability. It takes about 15 mins to log in, as it usually fails and leaves you on the login screen after you've entered your details and verification code and it's told you you are now logged in... so that you end up in an endless loop of trying to log in and once in a while you can. But only if you delete all your browser history every time you try, and sometimes it still doesn't work after that. I need the mental health support from this app, just from trying to use the app.

We change our password in work every 6 weeks and now the app won't let me log in no matter what I try to do. What a pathetic system. This is not setting a great example on how you run things. If I suffered with mental illness this would push me over the edge. Just come off the help line and they also were useless who cut me off all the time. My stress levels are off the roof which they weren't before trying to get on the app. YOU ARE USELESS.

very good service, counsellors are lovely and very helpful. Sometimes difficult to get appointment with preferred counsellor at convenient time when first booking online (can book directly with them from first session onward, which is much easier). Would be helpful to have an idea of who the counsellors are before booking - not just academically, but a rough age of the counsellor would be helpful as,for example, the preference might be to speak to someone closer in age or older.

very user unfriendly, too many steps to make a simple claim, very laggy, it crashes often....also why do I have to login every single time I access the app??? such a frustrating experience to use this app

I have only been able to log in once, because nine times it of ten it says I've logged in successfully but then proceeds to just load the log in screen again.

Slow app. Requires logging in every time the app is opened. These are basic things that must be taken care of.

Typically, just as I was getting ready for my consultation, the app threw a wobbly and I had to restart my phone completely before I could undertake it. Poorly laid out and frustrating to have to wait for some loading every single time you go to the home screen. All in all, a painful experience.

A great app, however not intuitive... For new users to the app, or if you have used it before and returned after some time away, some things don't work that well... If you have an appointment booked the very first thing you see is the app Home page showing a blue "Get Started" oval at the bottom of the screen. You then ask yourself "Where do I go, or what do I click on to show where my booked appointment/consultation is?" It's incredibly confusing, and NOT intuitive!

app is practically unusable. very slow and unresponsive. UX is unintuitive, buttons take you to incorrect places, some functions close the app down entirely

Doesn't remember your login details, full 2FA/email code required on EVERY use. Impossible to make an appointment for your spouse "for privacy reasons". No instructions for how they do so. Edit: New Wellbeing Score is completely opaque and offers absolutely no data insights. Making it a mandatory app update before you can book a Dr appointment is insult to injury.

poor app for a great service... navigation is clunky and full of banners/notifications which you can't hide, 2FA is a pain in the behind when trying to access for an appointment (no options around that either, only email)... I find it's slow, too. Again, it's a great service, but a poor app.

Rubbish app. No biometrics to log in, does like my keyboard. Only app to ever have an issue in over 10 years. Logging in is a nightmare. App not very intuitive. Only use it as I'm forced too through work.

Terrible app. All of the top navigation items I cannot click on because it's positioned under the android topbar. Deleting as if I want to go back to anything, I have to quit the app, reopen, resign in with a verification code. Absolutely terrible app build, clearly no QA testing was done.

Company uses this so called service so we can get health benefits ?? constantly having to change passwords even though I am using the correct one, once you do gain access it's a series of pin authentications !!! I will need medical help after using this waste of phone memory ! don't bother with it !!

horrible experience. can't register as it doesn't send me a pass code. unhelpful help desk .

Very good app to book appointments with GP directly

The "Login/Register" button doesn't do anything so I can't access the app. This may be related to me using a custom keyboard on my phone, but given that these are often used for accessibility reasons, a health app needs to do better than that. The service might be amazing but I need to find another way to access it right now. Luckily I'm OK but for someone in a bad position, this is a barrier to accessing support that could be harmful.

I was able to make an appointment. But turned completely unresponsive at the time of appointment and sometimes it shows an error. I got a call on my phone, two rings and when I picked up they disconnected. Cannot call back on that number. I got a feedback form, that I cannot submit. When I try to navigate away, it asks me if I am sure, and only provides ones option, 'cancel'. Really badly designed software - should not have been released.

The call and consultation with this app went fine, but everytime I have to login to use this app. It should keep me logged in on my device like other apps and not ask for credentials every time I need to access. Also, there should be a notification or a better way to inform once the doctor adds notes for a consultation, navigating through the history to get notes of a consultation, that happened half an hour back, seems a bit pointless