End User FAQ
Support/QA reference for explaining Sahha features, setting expectations, and resolving common issues (permissions, missing data, sync delays, score changes).
Permissions, consent, and why do you need this?
We use this permission to read health & lifestyle signals (sleep, activity, vitals, etc.) so we can generate your scores and insights. You can change this anytime in device settings.
Sometimes sync takes a moment, or not all permissions were enabled. Please re-check permissions and try again.
Yes. You can limit what’s shared. Sharing more data can improve accuracy, but partial sharing is okay.
No—these are wellness insights, not a diagnosis. If you’re concerned, speak with a qualified professional.
You can revoke permissions any time in Apple Health / Health Connect. After that, new data won’t be processed.
Reinstalling the app or changing devices can reset permissions. Please re-enable access in settings.
My data is missing / blank / not updating
Our app reads from Apple Health / Health Connect. Please ensure your wearable app is writing data into that health store.
Scores update when new data arrives. If your device hasn’t recorded or synced anything new, it may stay the same. Likely causes: no new samples, sync delay, or interval batching.
Some metrics need enough data to calculate. Missing items will appear once more data is available.
Sleep often appears after your wearable/phone finishes syncing. Please check again later or open your wearable app to force a sync.
Different apps can show different totals depending on sources, deduplication, and timing. We read from Apple Health / Health Connect and may update after sync.
Permissions can be turned off accidentally, or background restrictions can stop syncing. Please re-check permissions and try reopening the app.
Make sure permissions are enabled, then open the app once so Health data can sync. On iOS, you can re-enable Apple Health permissions; on Android, re-enable Health Connect permissions if needed.
Timing expectations (real-time vs daily vs trends)
Trends need enough history across multiple weeks to detect changes.
Comparisons give context by showing how your values compare to reference groups (global average, demographic cohort, or your baseline).
Some stats are daily summaries. Early in the day totals can be incomplete until more data is recorded.
Understanding scores, factors, and trust (reduces confusion + complaints)
It’s a simple summary of your recent patterns. You can view contributing factors to understand what’s driving it.
It’s not a diagnosis. It’s a signal based on patterns. If you’re concerned, speak with a qualified professional.
We provide references for transparency, accessible inside the app.
Scores reflect recent patterns in your recorded data (sleep/activity/etc.). They won’t always match subjective feelings day-to-day.
If your workout hasn’t synced yet, it may not be reflected. Open your wearable app or Apple Health/Health Connect to ensure the activity has synced.
Privacy & user rights (what customers should tell their users)
We only collect what’s needed for the features you’ve enabled (scores/insights). You can review our privacy policy for details.
Yes—disable permissions in Apple Health / Health Connect anytime. After that, new data won’t be processed.
Disabling permissions stops future collection; past data handling depends on our privacy policy and your account settings.
We don’t sell your data. Data use is governed by the privacy policy and is used to provide the features you enabled.
Support escalation playbook (what your support team does before escalating)
Run this checklist before escalation: 1) Confirm permissions (Apple Health/Health Connect enabled). 2) Confirm user has data in Apple Health/Health Connect (no data → nothing to compute). 3) Confirm sensors are enabled in-app (enableSensors). 4) Confirm expectations (webhook interval batching affects scores/biomarkers; logs are real-time). 5) Collect minimum debug info: device model, OS version, permission status, timestamp of last visible data, whether Apple Health/Health Connect shows recent sleep/activity.
Include: (1) device + OS version, (2) whether Apple Health/Health Connect shows the metric, (3) permission state screenshots (if user can share), (4) time of last known sync, (5) whether issue is no logs vs logs but no scores. This helps engineering isolate collection vs computation vs delivery. (Matches your internal debug playbook intent.)
Escalate immediately if: (a) user reports a safety risk/self-harm content (route to your safety process), (b) widespread outage pattern (multiple users affected), (c) reproducible crash on permission request, (d) webhook failures causing systemic missing data.