FAQs

Need some help?

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Please find the answers to our most asked questions about the iOWNA app for both patients and clinicians below.
If you would like to see a demo of how to do something, for example “how to create your account”, click on the support button to view the short videos.

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Frequently Asked Questions General

1. I have forgotten my password?

Please select the ‘Reset’ button that can be found underneath the ‘Log in’ button on the login page. You will be brought to a page that asks you to enter your email address; it is important that you enter the same email address that you registered with. After you click ‘submit’ you will then be sent a reset code to your email address. Please enter the code into the required field on the web app along with your new chosen password.

2. I can’t remember which email address I used to sign up with?

You should have received a confirmation email from iOWNA when you initially signed up, please check your inbox for this email by searching ‘iOWNA’. If you find the confirmation email in your inbox it is an indication that this is the address that you signed up with. If you are unable to find the email in your inbox please also check your spam folder. If you are still unable to find the correct email please contact us at heretohelp@iowna.com

3. I am unable to verify my phone number and get an error message ‘Oops something went wrong’?

You may have previously signed up to iOWNA with another email address and have already verified your number with that account. A phone number can only be linked to one account so please use your original account that is linked to your phone number or get in touch with us at heretohelp@iowna.com if you’d like to transfer your mobile number to your new account.

4. I didn’t receive a verification code when creating an account?

You should have received a confirmation email from iOWNA when you initially signed up, please check your inbox for this email by searching ‘iOWNA’. If you find the confirmation email in your inbox it is an indication that this is the address that you signed up with. If you are unable to find the email in your inbox please also check your spam folder. If you are still unable to find the correct email please contact us at heretohelp@iowna.com.

5. I’m not receiving text notifications informing me that I have been sent content?


You may have already verified your phone number in the app so as a result you will then only receive notifications through the app. Please login to your iOWNA app and click the ‘Library’ or ‘Notifications’ button in the sidebar to view your content.

6. I started to set up an account a few days ago, I have today tried to log in using the verification code I was sent but I can’t access my account?


Unfortunately, the verification code only lasts for a short amount of time so will have expired. In order for you to finish setting up your account you will need to be sent another code. Please email heretohelp@iowna.com and explain the situation, we will then send you another verification code so you can continue to set up your account.

7. Can I use my laptop or tablet to access my account?


Yes, if you are using your laptop you can access your iOWNAaccount by going to app.iowna. If you are on your tablet you can either access your account through the website as mentioned above or you have the option of downloading the iOWNA app: At Google Play or The Apple Store

8. Why can I not see content in my iOWNA app?


You will need to verify your phone number in order to view content in the iOWNA app. Please go to the patient side of the app, view your ‘To Do’ list, select ‘Verify your phone number’ and follow the next steps. Once verified, you will receive notifications in the app that you have been sent content.

Frequently Asked Questions For Patients

1. Can I contact my doctor through the iOWNA app?

No you cannot, however when you fill out a form your doctor will be able to view the results through the app. If you want to find out information about how to contact your doctor please contact your local GP or hospital.

2. I didn’t save the information my doctor sent me. Can I retrieve it?

Documents sent to you can be found in your iOWNA library or notifications within the app. Please note that the links to content sent via SMS expire after 8 days so please download the app to see the content if the link has expired.

3. Where do I fill out the forms?


To complete a form you need to have an iOWNA account and have verified your phone number in the app. You will find the form in the ‘To Do’ and ‘Notification’ sections of the app, please select the form and press ‘Complete Form’ in the top left hand corner of the screen.

4. I have received a notification that I have new content. Can I save this to read later?


The content will be saved in your iOWNAlibrary so you are able to view it at any point. If you’d like to download the content please view the content and select the ‘Download’ button/symbol in the top right hand corner of the screen. Please note the links to content sent via SMS expire after 8 days, so please download the documents to read them at your own leisure or download the app to get access to your digital library of content.

Frequently Asked Questions For Clinicians

1. Can patients reply to SMS messages?

No, patients are unable to reply to SMS messages or communicate with clinicians through the app.

2. What is the difference between the iOWNA mobile app and web app?

The web app is available via web browsers on your computer, whereas the mobile app is available on the App Store or Google Play Store for downloading to your iOS or Android device. The same features are available on the web and mobile app, except for uploading documents which can only be completed via the web app.

3. My 3 month trial has ended, can I continue to use iOWNA?


We would be delighted to discuss your continued access to iOWNA. Please get in touch by emailing us at heretohelp@iowna.com so we can provide you with more information about our full access app.

4. Can I upload my own content to iOWNA?


Yes, please go to the ‘Manage Content’ section of the web app and click on the ‘Upload’ button in the top right hand corner of the screen. Documents must be in PDF format or MP4 format for videos.

Still can’t find the answer?

Please contact the ‘Here to Help’ team, who will get back to you as soon as possible.