If you encounter the error message "Wrong device," it may be because the device is registered under a different account. In this case, you can resolve the issue by double-checking the email you are currently using and ensuring that the device is registered under that account.
The two most common causes are:
- The user attempted to log in to their account but instead created a new account by mistake.
- The registration process for the replacement device has failed.
I created a new account by mistake.
This can happen for various reasons. For example, a patient may try to create a new account instead of contacting support to change their Aluna email.
- Open the Aluna App
- Log out
- Tap the settings icon (⚙︎) located on the tab at the bottom of the app
- Tap the "Log out" button located at the top right-hand corner of the screen
- Log in again
- Tap the "Login" option at the bottom of the screen
- Enter the email address associated with your account
- Enter the password
- Tap "Login"
Register a Replacement Device
To ensure a smooth device registration process, log out of the Aluna App and back in after receiving a replacement device. Please see the Steps above for more detailed instructions.
However, if you still encounter issues, we suggest you try reinstalling the app, which should resolve the problem.
Contact Aluna Support
If you continue to have trouble, please contact us through our in-app chat (Settings ⚙︎ > Contact Us) or at support@aluncare.com.