Are you a study participant?

If you are a Study Participant, contact your Administrator directly as information in the Support Center is intended for qualified researchers and healthcare professionals. Misapplying the information below may affect your data collection.

Thank you for using the E4

As of February 14th, 2025, the E4 and its software suite have officially been sunset. Click here for more information.
If you are looking for a wearable research solution, explore the Empatica Health Monitoring Platform.

QR Code Login Issues with the Care Lab App

Participants can login to the Care Lab App by scanning the credential QR code. The following requirements should be met in order to scan the QR code:

The smartphone has a functional camera.
The Care Lab App has access to the camera in the companion device’s Operating System settings.

Steps to allow camera access to the Care Lab App might be different for each companion device. This is the general path:

android Settings > App Settings > Care > Permissions > Camera
ios Settings > Care > Camera toggle

If the QR code still not working, try logging in by using the ‘Participant Identifier’ and ‘Password’ credentials.

Resetting the participant's credentials in the Care Lab Portal and using the new QR code often resolves issues with QR codes not working. To reset the credentials:

Log into the Care Lab Portal
Navigate to the PARTICIPANTS page
Search for the participant
On the right side of the page, hover your mouse pointer over the options icon [three dots]
Select the padlock icon to reset the password
You will be presented with a new set of credentials
Be sure to save these credentials as this is the only opportunity to download them
Use the new credentials to log in on the Care Lab App

If the issue persists, fill the form by clicking on Submit a request at the bottom of this page or by going to this link. Please provide as much information as possible to the Empatica Research Support Team and we will then reach out directly to assist you further.