HELP ME! 
95% of answers to support questions here.

We've looked through thousands of support emails and these are easily the most common ones. 




All Apps

Common to AutoSleep, AutoWake & HeartWatch.

Where is the Watch App?

This is a lovely little bug that has become much more popular in iOS 12. 

If the Watch app isn’t showing in the Apple “Watch” settings app on your iPhone then here's what to do.


You fix this by "turning it off and on". 

Power the iPhone and Watch off and on as per these links.

i.e. Shut down completely and restart. 


The Watch app should now appear in the “Watch” settings app on iPhone so that you can install it to Watch. 


Cannot add Complications?

Sometimes the Watch setting app on iPhone doesn't get informed that there are shiny new complications. 

You can resolve by adding them directly on the Watch itself. This instruction is for AutoWake but it's the same for all apps. Click here to learn how


Why is it draining my Watch battery?

Well, it isn't really. There's an Apple install bug that sometimes doesn't end gracefully and keeps the comms open between your Watch & iPhone and drains your battery. 

It’s very important to perform all these steps in the exact order. Especially 2 & 3 are these cause crashed OS services to restart. 

  1. Remove the Watch app (via the Apple “Watch” settings app on your iPhone - black icon with picture of Watch). 
  2. Power the iPhone off as per this link.  (i.e. Shut the iPhone down completely so that it restarts with the  on screen). https://support.apple.com/en-au/HT201559
  3. Power the Watch off and on as per this link. https://support.apple.com/en-au/HT204510
  4. After a couple of minutes, install the watch app. 



I've got a Shiny New iPhone! How do I keep my data?

Everything is stored in the Apple Health database. 

There are two ways to restore this on a new iPhone:

Using iTunes (my preferred method as it is faster and much more reliable)

  1. Once you are happy your old iPhone is up to date and have decided on what you want to carry across to your new iPhone, turn on flight mode on your old iPhone.
  2. Connect to iTunes on your Mac or PC.
  3. Perform a backup, but, make sure that you have turned on the password protection option. As long as you do this, it will save all your encrypted data, such as health data, network settings passwords etc.
  4. When you get your new iPhone, connect to iTunes and restore from the backup of your previous iPhone.

Using iCloud on iOS 11 or iOS 12

If on iOS 11 and you have previously enabled iCloud health synch then you restore your health data by signing into your iCloud account on the new iPhone. Then go into the Apple Health app and you’ll start to see all the data appearing. It can take 10-15 minutes for everything to turn up. 

If everything fails to show up in the app, then is sometimes due to permissions not being carried across. Usually deleting and re-installing the app solves this. But remember to press Keep on the second message that you get when you delete the app. 

Finally. Always unpair the Watch from your old iPhone and set up as a new Watch on your new iPhone. The automatic method Apple provides is not very reliable. 




AutoSleep

The most common support questions for AutoSleep. 

System Error

If you are seeing System Error on your clock face, you can touch it and AutoSleep will tell you what the problem is and how to fix it. 

There are two mains reasons for errors: 

These are either Watch / iPhone Settings Issues:
  1. Is bluetooth turned on? Some people accidentally turn it off. It’s easy to do. 
  2. Are either of the devices in flight mode?
  3. Did the Watch go into low power mode (< 10% battery)? 
  4. Do you have a passcode on your Watch? This is required for background heart rate data. 
  5. In Passcode in the Apple Watch settings app have you turned on Wrist Detection? This is required for background heart rate. 
  6. In Privacy in the Apple Watch settings app, both Heart Rate & Fitness Tracking need to be turned on. 
  7. Do you have a prominent wrist tattoo?

Or, 

Apple's iPhone & Watch software gets more complicated all the time and therefore has more scope for possible problems & bugs. This especially common after an iOS or WatchOS update. 

You can fix so many problems simply by "turning it off and on". 

Power the iPhone and Watch off and on as per these links.

i.e. Shut down completely and restart. 


That usually fixes it. Otherwise the problem is usually due to health permissions. It may look like you have granted all health permissions but sometimes iOS just decides to ignore this. 

To reset Health permissions and iOS and Watch health services and ensure everything works on the watch going forward, please perform these 7 steps. It is important to do all steps in this exact order especially steps 3 & 4 as this restarts the crashed system services on your iPhone and Watch. 

  1. Remove the app from your Apple Watch by going into the Apple “Watch” app, on your iPhone scroll down until you find AutoSleep and then remove it. 
  2. Go into the the Apple Health app (white icon, red heart), press sources, press AutoSleep and then press all categories off.
  3. Power the iPhone off as per this link.  (i.e. Shut the iPhone down completely so that it restarts with the  on screen). https://support.apple.com/en-au/HT201559
  4. Power the Watch off and on as per this link. https://support.apple.com/en-au/HT204510
  5. Now in the Apple Health app in sources, AutoSleep press all categories on. MAKE SURE THAT ALL SWITCHES ARE TURNED ON. 
  6. Now go into AutoSleep iPhone app and this should restore all permissions
  7. Wait 5 minutes and then Install the watch app (using the Apple “Watch” app if required. 

Last chance saloon. If you get to here then it means the app has not been correctly installed. 

It’s very important to perform all these steps in the exact order. 

***Especially 2 & 3 are these cause crashed OS services to restart.***

  1. Delete the AutoSleep iPhone app. Make sure you keep any data associated with it when it asks though. Note when you delete the app you get questions. The Keep question is the 2nd one. 
  2. Power the iPhone off and on. i.e. Completely off and then back on as per this link. https://support.apple.com/en-au/HT201559
  3. Power the Watch off and on. https://support.apple.com/en-au/HT204510
  4. Download the AutoSleep iPhone app again. 
  5. Start the AutoSleep iPhone app and go through the setup process carefully accepting permissions. MAKE SURE THAT ALL SWITCHES ARE TURNED ON when asked about health permissions. 
  6. After about 5 minutes, install the Apple Watch app (if required). 

No HRV captured by Breathe App

Firstly, HRV is not supported in China, Malaysia, South Africa and Turkey due to government regulations. 


Though it has become very reliable in WatchOS 5.1.2, sometimes the Breathe app can fail to capture HRV. 


The two main reasons are:

  1. Your wrist moved too much or the skin contact between Watch and your wrist wasn’t solid for the duration. I tend to lie there with my arms by my side and it’s been very reliable for me. 
  2. The Watch needs a quick reboot. To do this, press the reset button an the crown together until you see the . 

How to I set my Notifications?

This changed in AutoSleep 6 so you now no longer need to unlock the iPhone to get the notification and it will be always be delivered at a set time. 


Notifications are set on the Siri dashboard now. (I think I will change the name).


On the Today’s Sleep tile you can set up the Daily Sleep notification. 

On the Latest Bedtime you can set up bedtime reminders. 



Where is my lovely Sleep Graph?

In AutoSleep 6 touch the sleep session below the clock. Here you will find as much nicer graph. 


Everything is working but my sleep is wrong. 

There's an easy way to adjust your sleep detection. Here's what to do

If you get no joy from this, then it is usually 

  1. Because your iPhone is reporting itself being moved but you have turned on the setting to say iPhone being moved indicates you are awake. This is also covered in the above link. 
  2. You activated lights out after your sleep. This is also covered in the above link. 


Sleep Schedule. 

If you are a shift worker or your sleep is being cut off at a strange hour, then here's how to set your sleep schedule


How to Track Sleep?

AutoSleep has two methods of tracking sleep. Either wearing the Watch or not Wearing the Watch. Here's how that works and how to set which method you want to use


Other Common Questions & Help

There are lots of answers to all the other questions here. 



AutoWake

The most common support questions for AutoWake. 

My Alarm Didn't Go Off

This is usually due to the iOS / WatchOS update not correctly starting Apple system services. 

Please do these 6 steps.

It’s very important to perform all these steps in the exact order. 

***Especially 2 & 3 are these cause crashed Apple OS services to restart.***

  1. Delete the AutoWake iPhone app. 
  2. Power the iPhone off and on. https://support.apple.com/en-au/HT201559
  3. Power the Watch off and on. https://support.apple.com/en-au/HT204510
  4. Download the AutoWake iPhone app again. 
  5. Start the AutoWake iPhone app and go through the setup process carefully accepting permissions. 
  6. After about 5 minutes, install the Apple Watch app (if required) 

This usually fixes the problem.

Now, please do a test alarm for five minutes time. 

Note that the watch will initially measure your heart rate for 30 seconds and then start playing the haptics. 

So just wait until you feel it tapping you. 


System Requirements / Battery Use etc. 


How to Use. 

You can find how to use AutoWake here



HeartWatch

The most common support questions for HeartWatch. 

Not Seeing Any Data or Watch App not Working

There are two mains reasons for errors: 

These are either Watch / iPhone Settings Issues:
  1. Is bluetooth turned on? Some people accidentally turn it off. It’s easy to do. 
  2. Are either of the devices in flight mode?
  3. Did the Watch go into low power mode (< 10% battery)? 
  4. Do you have a passcode on your Watch? This is required for background heart rate data. 
  5. In Passcode in the Apple Watch settings app have you turned on Wrist Detection? This is required for background heart rate. 
  6. In Privacy in the Apple Watch settings app, both Heart Rate & Fitness Tracking need to be turned on. 
  7. Do you have a prominent wrist tattoo?

Or, 

Apple's iPhone & Watch software gets more complicated all the time and therefore has more scope for possible problems & bugs. This especially common after an iOS or WatchOS update. 

You can fix so many problems simply by "turning it off and on". 

Power the iPhone and Watch off and on as per these links.

i.e. Shut down completely and restart. 


That usually fixes it. Otherwise the problem is usually due to health permissions. It may look like you have granted all health permissions but sometimes iOS just decides to ignore this. 

To reset Health permissions and iOS and Watch health services and ensure everything works on the watch going forward, please perform these 7 steps. It is important to do all steps in this exact order especially steps 3 & 4 as this restarts the crashed system services on your iPhone and Watch. 

  1. Remove the app from your Apple Watch by going into the Apple “Watch” app, on your iPhone scroll down until you find AutoSleep and then remove it. 
  2. Go into the the Apple Health app (white icon, red heart), press sources, press AutoSleep and then press all categories off.
  3. Power the iPhone off as per this link.  (i.e. Shut the iPhone down completely so that it restarts with the  on screen). https://support.apple.com/en-au/HT201559
  4. Power the Watch off and on as per this link. https://support.apple.com/en-au/HT204510
  5. Now in the Apple Health app in sources, AutoSleep press all categories on. MAKE SURE THAT ALL SWITCHES ARE TURNED ON. 
  6. Now go into AutoSleep iPhone app and this should restore all permissions
  7. Wait 5 minutes and then Install the watch app (using the Apple “Watch” app if required. 

Last chance saloon. If you get to here then it means the app has not been correctly installed. 

It’s very important to perform all these steps in the exact order. 

***Especially 2 & 3 are these cause crashed OS services to restart.***

  1. Delete the HeartWatch iPhone app. Make sure you keep any data associated with it when it asks though. Note when you delete the app you get questions. The Keep question is the 2nd one. 
  2. Power the iPhone off and on. i.e. Completely off and then back on as per this link. https://support.apple.com/en-au/HT201559
  3. Power the Watch off and on. https://support.apple.com/en-au/HT204510
  4. Download the HeartWatch iPhone app again. 
  5. Start the HeartWatch iPhone app and go through the setup process carefully accepting permissions. MAKE SURE THAT ALL SWITCHES ARE TURNED ON when asked about health permissions. 
  6. After about 5 minutes, install the Apple Watch app (if required). 



How do I Enter my date of birth?

There are two mains reasons for errors: 

(note: for mysterious reasons there are multiple places to enter DOB but this is the right one): 


Date of Birth is stored and maintained in the Apple Health app. This is an app that comes pre-installed on your iPhone and has a white icon with a red heart. To enter your data of birth:

  1. Go into the Apple Health app. If you can't find it, swipe right on your home screen until you get to search and then type in "Health".
  2. Press the red head shaped icon in the top right.
  3. Press the Edit button in the top right corner. 
  4. You can now edit your details.  



What are the badges and stuff?

They give you an at a glance view of your heart rate data. There's a nice easy to read overview here. 



I want to learn more the colours and things




How do I use the Watch app to start a workout or sleep etc. etc. 

The Watch does lots of things. You can learn how it works and what it does here



I want to set custom alerts for my workouts.