Frequently
Asked Questions
About the app
What is the myrecovery app?
The myrecovery app is an easy-to-use health app that supports you through every stage of your preparation, treatment and recovery. It includes videos, exercises, surveys and helpful tips, all tailored by your healthcare team to match your treatment pathway.
Who makes the myrecovery app?
The app is made by a company called Healthcare Outcomes Performance Company (HOPCo) Ltd that is often known as ‘myrecovery’. They work with your healthcare team to make sure the app is safe, helpful and easy to use.
Is the myrecovery app free to use?
Yes, the app is free to use if your healthcare team has invited you to use it.
Who can use the myrecovery app?
The app is for people who are getting ready for or recovering from a treatment. You can only use it if your healthcare team invites you.
Why have I been invited to use the myrecovery app?
Your healthcare team has chosen to use the app to help support you. It gives you useful tips and lets your team check how you are doing.
What devices can I use with the myrecovery mobile app?
You can use the myrecovery app on most smartphones and tablets.
- iOS devices: iPhones or iPads running iOS version 15.0 to 18.x
Download from the App Store
- Android devices: Phones or tablets running Android version 10 to 14
Download from Google Play
The mobile app does not work on desktop or laptop computers.
Can I use myrecovery on a computer or laptop?
Yes, you can use the myrecovery web app on a computer or laptop. Right now, it only gives you access to your questionnaires.
Registering & Getting started
How do I access the myrecovery platform?
Once you’ve created an account, you can use the myrecovery platform through the mobile app or on the web. We recommend using the app if possible, as it includes more features to support your care. But if you can’t download the app, you can still access key parts of your journey through a web browser.
Using the mobile app
If you created your account inside the app, you will be logged in automatically during the sign-up process.
If you created your account online (using a web link), you’ll need to download the app and log in using the email or phone number you set up as your username and password you set up.
Using the web app in a browser (on a computer)
If you’re using the platform through a web browser on a computer, you can log in in one of two ways:
- With your email or phone number – if you’ve already created an account and are logging in again
- With your hospital ID and date of birth – if you haven’t created an account or received an email or text from us
Both options will give you access to surveys and useful information to help you along your treatment journey.
Why do you need my email address, mobile number and procedure date?
- Your email is used to log in and get reminders
- Your mobile number is used to send texts
- Your procedure date helps the app show you the right information at the right time
Can I use the app without a smartphone?
Yes. If you do not have a smartphone or tablet, you can still fill in surveys online using any regular internet browser via the myrecovery web app, the link will be available in your invitation.
Logging in and account help
I didn’t get my invite or code. What should I do?
Please check your junk email. If it’s not there, contact the support team with your name, email and phone number so they can send it again.
I forgot my password. What should I do?
Tap ‘I’ve forgotten my password’ in the app, which can be accessed by tapping on ‘I already have a myrecovery account, and want to log in’. You will get a link by email or text to set a new password.
I’m having trouble logging in. What can I do?
Check that you are using the right email or phone number, and that your password is correct. Also check that your internet is working. If you still have problems, contact support.
Features and daily use
How often should I use the app?
This depends on your treatment plan. In the early stages, check the app every few days for new tips or activities. As you get closer to your treatment date, you may need to use it daily. After treatment, keep using the app to complete surveys, follow advice and track your progress.
To help you stay on track, you can turn on notifications in your phone settings. This will let the app send you helpful updates and reminders—like when it’s time to complete a key checkpoint survey—to support your recovery and monitor your progress.
What are the checklists for?
Checklists are simple tools to help you feel prepared and confident at each stage of your treatment and recovery. They may include reminders about things to do, questions to ask, or steps to take before and after your treatment. The app will show you the right checklists at the right time. Just work through each one when it appears.
What are clinical surveys and why are they important?
Clinical surveys are short sets of questions that ask how you’re feeling, moving and coping. These are also called PROMs, which stands for Patient-Reported Outcome Measures. PROMs help your healthcare team understand how your treatment is working from your point of view. You may be asked to complete them before your treatment and again at key points during your recovery, such as 6 weeks, 3 months or later. Your answers help guide your care and improve support for others in the future.
What are pain surveys?
You can record your pain level once a day. You might write down your worst pain or your average pain. This helps you and your team see how you're getting on.
What are feedback surveys?
These surveys ask how you feel about your care and treatment. Your answers help your healthcare team make things better.
How do I watch the videos?
You’ll see videos on the Home screen in the app. New ones will appear at different times. There will be a message in the app when a new video is ready to watch.
Exercises and physical activity
Where do I find my exercises?
If your care team has added exercises to your treatment pathway, you’ll see them on the Home screen in the app. If there are exercises on your app you will most likely be able to add or change exercises using the Exercise planner, found under the More tab. This will depend on what your care team has configured for your treatment pathway.
Can I add my own exercise videos?
For some treatment plans, only a set list of exercises is allowed. In many cases, though, you can record your own videos in the app with your physiotherapist. This can help you follow a plan that’s more tailored to your needs. These videos stay on your device and are not shared.
How do I track my exercises?
After you finish an exercise, write down how many repetitions you did. Your progress will show in the Progress tab.
Activity tracking
Can I track my steps or connect a fitness device?
Yes. You can link your step count through:
- Apple Health
- Google Fit
- Samsung Health
Go to the Permissions page in the app (under More) to set this up.
Can I use a Fitbit or Garmin?
Yes, as long as your Fitbit or Garmin sends data to Apple Health or Google Fit. Then your step count can show in the app.
Managing your profile and data
How do I update my procedure or discharge date?
If your care team has turned this feature on, you can go to More > Profile in the app. There, you may be able to tap on the procedure or discharge date and change it. If you don’t see this option, it means your care team has chosen to manage these dates for you.
Can I use the app on more than one device?
Yes. You can use the app on a phone and a tablet at the same time. Your surveys and exercise logs will sync. Custom videos stay only on the device where you made them.
How do I turn on notifications?
To get helpful reminders:
- On iPhone: Go to Settings > Notifications > myrecovery, then turn on Allow Notifications
- On Android: Go to Settings > Notifications > myrecovery, then turn on Allow Notifications
Privacy, security and care team
Is my data safe in the app?
Yes. Your data is kept safe and private. It is only used for your care. It is not shared with other people or companies.
Will my healthcare team see my answers straight away?
Your answers to the progress surveys will be available for your care team to review almost straight away, as long as you're connected to the internet. They may not check your answers every day, but they will use them to understand how you're doing at key points in your recovery. If you’re ever worried or have any concerns, don’t wait—get in touch with your care team directly. The app is here to support your recovery, but it doesn’t replace the need to contact your care team if something is troubling you.
Can I delete my account?
Yes. If you want to delete your account, email the support team and they will help you.
Can I use the app if I’m outside the UK?
The app is used in a few different countries. Ask your healthcare team if you can use it in your area.
Troubleshooting and support
The app is not working. What can I try?
Try these steps:
- Close and reopen the app
- Log out, then log back in
- Delete the app and install it again
If it still doesn’t work, contact support and tell them what went wrong, which device you have and what version it is using.
How do I contact support?
Email the App Support Team directly at support@myrecovery.com. Try to explain clearly what the problem is and include your name and device details if possible. We aim to reply to all queries within 24 hours on weekdays.
