Getting started
How do we download Well Engaged?
Well Engaged will be available from the Apple App Store once Apple's Developer organisation enrolment and app review are complete. The App Store badges shown on this site are placeholders until then — once the app is live, they'll link straight to the App Store listing.
Is there a free trial?
Yes. Every organisation gets a full month of Well Engaged for free after downloading, with the full product available — no card details needed up front. See our Pricing page for what happens once the free month ends.
How do we set up our first kiosk?
Download the app onto the iPad you'll use as your shared kiosk, then have a facility admin sign in and register the device — see "Setting up a kiosk device" below. Once the device is registered and a staff PIN is set, residents can start using it straight away.
Setting up a kiosk device
How do we add a new kiosk?
A facility admin signs in to Well Engaged and goes to Admin → Kiosk devices, then adds a new device. This creates a one-time set-up code, shown both as text and as a QR code. On the new kiosk, open Well Engaged and either point its camera at the QR code, or type or paste the code in — either way sets the device up in seconds.
What if we lose the set-up code before we've used it?
For security, the set-up code is only ever shown once, at the moment the device is created — Well Engaged can't display it again afterwards. If it's lost before the kiosk is set up, revoke that device entry in Admin → Kiosk devices and create a new one; a fresh code will be generated.
What happens after the kiosk is registered?
Staff on site set a device PIN for the kiosk, and it's ready for residents to use.
Staff PIN
What does the staff PIN protect?
The device PIN keeps day-to-day kiosk actions in staff hands: starting a resident's session, opening device settings, and leaving or switching away from the kiosk screen all ask for the PIN. Residents never need to enter it — it only comes up at those staff moments.
What if staff forget the PIN?
Ask your facility admin. They can view and reset the device PIN from within the app, so there's no need to contact us for something staff can sort out on site.
Working offline
Does the kiosk need Wi-Fi to work?
No. Well Engaged is built to keep working through a dropped or patchy connection. Activities already on the device keep running, and anything staff or residents do while offline is stored safely on the kiosk itself.
What happens to sessions recorded while offline?
Nothing is lost. As soon as the kiosk reconnects to Wi-Fi, everything stored on the device syncs back up automatically, and coordinators and quality managers see it in their records as usual.
Family portal access
How do family members get access?
Access is granted by the resident's facility, not through public sign-up on this website. Once a family member has been added, they'll receive an email to get started.
How does sign-in work?
Family sign-in uses a one-time link sent to your email — there are no passwords to remember. Request a link, check your inbox (and spam folder, just in case), and tap it to sign in. Links expire after a short time for security; if yours has expired, simply request a new one.
Sharing photos and stories
Can family members add photos?
Yes. Photos and memories that family members add become part of the resident's own personalised activities — for example, a reminiscence activity built around a photo you've shared.
What about photos with other residents in them?
Group photos are handled with care. Consent for including other residents in shared or group photos is managed by the facility, following their own consent processes — not by families uploading directly.
Subscription and billing
How does billing work?
Entirely through the Apple App Store — there are no invoices to receive or pay. After the first free month, a facility admin chooses a tier and subscribes from within the app; Apple handles billing, receipts and renewals from there.
How do we change or cancel?
Upgrades, downgrades and cancellations are all managed in your App Store subscription settings, the same way as any other subscribed app.
If our subscription lapses, do we lose our records?
No. Reading existing participation records never depends on billing state — your team keeps full access to everything already captured, whatever the subscription status.
Troubleshooting
The kiosk shows a message asking residents to see their coordinator — what does this mean?
This pause screen usually reflects the facility's subscription status rather than a fault with the device. A facility admin should check that the App Store subscription is active; once it is, the kiosk resumes as normal.
The app seems stuck or won't load.
Close Well Engaged fully and reopen it — this resolves most cases. If it's still stuck afterwards, get in touch with support below and let us know what device and iPad OS version you're using.
The QR code won't scan.
Make sure the kiosk's camera lens is clean and there's enough light on the code, and hold the iPad steady for a moment. If it still won't scan, you can always type or paste the set-up code in by hand instead — no camera needed.
We've replaced or reset a kiosk iPad — what now?
Revoke the old device entry in Admin → Kiosk devices, then add the replacement as a new device and step through set-up again with its own fresh code. A revoked device's old set-up code can't be reused.
Still need help?
If the answers above don't cover it, our support inbox is the fastest way to reach us.
Email support
Questions about the app, a kiosk device, the family portal, or anything else covered on this page.
support@wellengaged.com.au