Support
and mediteo FAQs.

mediteo is a free medication manager app for iOS, Android and web with the aim of helping you take your medication correctly. The app is available on the App Store and on Google Play Store. We want to help you stay on top of your medication: in just a few steps you can set up your personal medication and their intake times, so that you will be reminded of your intakes on time. Thanks to an integrated leaflet you will also have all important information about your medication, as long as they are included in our medication database.

No, mediteo and all its basic functions are free of charge. However, in some countries you can also purchase the mediteo m+ medical device through an in-app purchase. If you would like to support mediteo, you can do so within the app (“More” → “Support mediteo”) and purchase access to the dark mode for a certain period of time.

Your data protection is our top priority and core value. Your data is only transmitted in encrypted and anonymized form to our servers, so that it is not possible for us to associate a user with specific medication from our database. If you have any other questions about data security, do not hesitate to contact [email protected] and we will be happy to help you.

In addition to general security measures like locking your smartphone, you can protect mediteo with an additional authentication. If activated, mediteo will ask for your Touch ID/Face ID/Pin every time you open it.

• More → Settings → Use authentication on/off

For data protection reasons, all mediteo data are encrypted. Thus, most backup methods will not work.

Android: System-specific or Google backups cannot restore mediteo’s medical data! Please use a CGM LIFE account with a backup.

iOS:  iCloud backups cannot restore mediteo’s medical data! Please use a CGM LIFE account with a backup or the encrypted iTunes backup. When using iTunes, please make sure to set up a Touch ID or PassCode or to use a password when doing a backup. In accordance to Apple’s security measures, the encryption key to restore our medical data will otherwise not be transferred.

Set up a backup with a CGM LIFE account

To learn how to set up a backup with a CGM LIFE account and restore data on another smartphone, refer to the section “CGM LIFE and AMK” → “How can I create a backup in my account/restore a backup from my account?”

No, mediteo can neither make a diagnosis nor give advice about medication and dosage. Should you have any doubts, we recommend that you always contact a doctor or pharmacist.

Your feedback is crucial to us, as it allows mediteo to be of even greater help in the future. In case you have any questions or suggestions for improvements, or if you encountered a problem, please do not hesitate to contact us via email at [email protected] or through the Contact Us form in the app under More → Contact us → Submit.

We look forward to your feedback!

If you want to get more involved, you can register as a product tester at [email protected]

You can support mediteo and the development of the app by purchasing the medical device mediteo m+ (read more in section 2. mediteo m+) or by supporting mediteo by paying a lower amount monthly or as a one-time payment, thereby purchasing the dark mode for a certain period of time.

Become a mediteo supporter:

• “More” → “Support mediteo” → then select the your support plan (monthly or one-time payment) and complete the process via your Play Store or App Store.

To stop supporting mediteo on a monthly basis:

• iOS: Open the App Store → Account icon (top right) → “Subscriptions” → “mediteo” → switch or cancel the subscription here. Dark mode will remain available until the current period expires.

• Android: Open the Play Store → Account icon (top right) → “Payments and subscriptions” → “Subscriptions” → “mediteo” → switch or cancel the subscription here. Dark mode will remain available until the current period expires.

Please note that:

• mediteo m+ and the monthly subscription cannot be active at the same time for the supporter.
• The duration of access to dark mode is based on the amount and type of support you select.
• The duration of use of the dark mode in each case starts with the date of payment.

The medical device mediteo m+ is not available in each country and not in all languages.

mediteo m+ is a medical device with the aim of increasing and maintaining adherence (treatment compliance). As a medical device, mediteo m+ is subject to strict quality requirements and at the same time offers you more functions and options within the app. Among other things, you can export a personal health report as a PDF file or have a medication check of your medications performed. mediteo m+ is available as an in-app subscription within the mediteo app. You can test mediteo m+ for two weeks free of charge.

The medical device mediteo m+ is not available in each country and not in all languages.

Yes. All features from the basic version are also available in mediteo m+. Therefore all FAQ entries for the basic version are also valid for mediteo m+.

The medical device mediteo m+ is not available in each country and not in all languages.

THERAFOX is a separate medical device which is only available in Germany. You can access it through the button at the bottom of your list of treatments (tab “Treatments”). In a THERAFOX check you will receive the following information about the treatments in your therapy plan:

• Duplicates (e.g. two treatments with the same active substance)
• Interactions (e.g. two treatments amplifying or attenuating each other)
• QT interval (the QT interval is a time interval in the ECG. An increase in the QT interval may be caused due to the use of various medications and may increase the risk of cardiac arrhythmia)
• PRISCUS (e.g. potential age-related therapy restrictions)

In addition, you could receive advice on the following topics:

• Intake (e.g. time or dependence on meals)
• Food (e.g. intake restrictions with certain foods)
• Phototoxicity (e.g. sensitivity to sunlight)

Please note: the THERAFOX check can only be carried out with active internet connection and only checks treatments from the database (so no treatments which were added manually through free text).

The medical device mediteo m+ is not available in each country and not in all languages.

In the Diary you have the option to specify target areas that will be displayed in the chart and PDF export.

Create/change/delete:

• Diary → Select measurement → Target range

We also provide our orientation ranges for blood pressure measurements based on your age specified in the profile and recommendations from European guidelines. To use these, open the Target range setting for blood pressure, and then check the “Use general range from med. guidelines” option.

Since there are more factors involved in determining the ideal blood pressure range, these guideline-based ranges may differ from the actual target range that applies to you. Blood pressure setting should always be individualized in collaboration with your physician. You can find more information in mediteo m+ if you have activated the orientation range by tapping on the banner above the blood pressure graph in the Diary.

The medical device mediteo m+ is not available in each country and not in all languages.

In the daily schedule and diary, you have the option to export your intakes and measurements graphically or as a table via the “Export” icon at the top right. To do this, simply follow the questions in the app. The export automatically summarizes your data and intakes depending on the time period, so you or your doctor can get the following information at a glance:

• History and trends of your measurements
• Deviations from the target range or orientation range (for details, see “How does the target and orientation range work in mediteo m+?”)
• Details such as intake status, intake time and dose for the individual intakes of your medications
• In the monthly overview: adherence of your intake divided by medication

Unfortunately not, the medical product mediteo m+ is currently only available in Germany and France in German and French. THERAFOX is currently only available in Germany and also German. However, you can also use the basic version mediteo in other languages or countries.

The medical device mediteo m+ is not available in each country and not in all languages.

mediteo m+ is an in-app purchase, which you can directly make on mediteo. It is a subscription which is managed automatically from Apple or Google. The subscription will automatically be renewed unless it is cancelled.

Buy:

• “Profile” symbol (top left) → mediteo m+ → Learn more → Support now (or show all subscriptions)

Manage:

• iOS: “Profile” symbol (top left) → mediteo m+ → Change plan
• Android: “Profile” symbol (top left) → mediteo m+ → See details → Manage subscription

Cancel:

• iOS: App Store → Account icon (top right) → “Subscriptions” → “mediteo” → switch or cancel subscription here
• Android: Play Store → Account Icon (top right) → “Payments and subscriptions” → “Subscriptions” → “mediteo” → switch or cancel subscription here

Further information about the cancellation:

• Cancellation must be made up to 24h before the current subscription period expires.
• Cancellation by means of a written statement is not possible due to technical reasons; the cancellation must be made on the App Store or on Google Play.
• Simply uninstalling the app does not result in cancellation: the subscription must still be cancelled on the App Store or on Google Play.

You can find further information on Apple (https://support.apple.com/en-gb/HT202023) and Google (https://support.google.com/googleplay/answer/1061913?hl=en).

The medical device mediteo m+ is currently only available in Germany and only in German.

You can try mediteo m+ for free for 2 weeks. After that you can choose between two plans:

• Monthly payment for 8,99€ a month
• Three-monthly payment for 23,49€ every 3 months

Exact prices may slightly vary due to Apple or Google and depending on your country.

The medical device mediteo m+ is not available in each country and not in all languages.

Please note that your subscription is linked to your Apple ID or your Google account. You pay only once for Android or iOS, no matter how many devices you use. If you want to use mediteo m+ on both operating systems, you will need to buy mediteo m+ twice (iOS and Android).

Please note: simply uninstalling mediteo m+ does not end your subscription on Apple or Google. You will have to unsubscribe separately (see delete the subscription to mediteo m+).

CGM is an electronic health record, in which your medical data is saved cryptographically, so that only you can access it.

The user is not required to create a specific mediteo account, but can use mediteo in combination with this electronic health record.

The advantage of connecting mediteo to your CGM LIFE account is that medications prescribed by contributing physicians or dispensed by contributing pharmacists are displayed directly in mediteo, so you can be reminded to take them with one click. You can also keep track of your medications, your measurements, and your network contacts on multiple devices, and retrieve your previous data if you lose your smartphone or buy a new one — all without compromising your privacy.

If you take part in the ARZNEIMITTELKONTO (AMK) NRW project, you can use mediteo to easily access your personal Arzneimittelkonto. To do this, log in with your AMK credentials on the Welcome page or Profile page. All treatments prescribed by your family doctor will automatically be assigned to your account, as well as all treatments prescribed by specialists or handed out by pharmacists to whom you granted access to your account.

No, you neither have to create an account, nor specify any personal data in your profile. The profile section allows you however to personalize mediteo. An account has also further advantages such as synchronization and backup.

In both cases, no personal data from your account or profile will of course be stored in mediteo.

On the profile page you have the possibility to specify your name and birthday and upload a profile picture. If you logged in with an account, this will be used for your profile information.

Create:

• An empty profile will automatically be created for you. You cannot currently add any further profiles.

Edit (if not logged in):

• “Profile” symbol (top left) → “Edit” symbol (top right)

Delete:

• The profile itself cannot be deleted. You can of course delete the data. If you delete mediteo, your profile will also be deleted.

You can manage your CGM LIFE account directly in the “Profile” section of mediteo. If you have a CGM LIFE account, your data (e.g. name, date of birth, …) will be transferred to your profile in mediteo.

Create:

• “Profile” symbol (top left) → Register → Fill out the form → You will receive an email from CGM LIFE → Click on the confirmation link to create your account → Back to your mediteo profile → Connect to CGM LIFE → Enter your access data → Log in

Edit personal data:

• “Profile” symbol (top left) → Profile → Edit symbol (top right) → Edit the data in the profile → Save

Edit e-mail address: 

• Starting from version 4.11.0, if you are logged in to your CGM LIFE account → “Profile” symbol (top left) → CGM LIFE security settings → Change e-mail address / CGM LIFE ID

Delete

• If you are logged in with your CGM LIFE account → “Profile” icon (top left) → CGM LIFE Security Settings → Delete CGM LIFE ID

• If you experience difficulties connecting to your account or can no longer log in, please email us at [email protected] with your CGM LIFE ID (email address), as well as the date of birth you used in your account and a request to delete your account. CGM LIFE will notify you when your account has been deleted.

Please note that deleting your CGM LIFE account will delete all data stored in CGM LIFE. This also applies to data stored using other apps that use CGM LIFE (e.g. Clickdoc).

Your account is stored in the profile section in mediteo. Currently you can only be logged in with one account at a time.

Log in:

• “Profile” symbol (top left) → Connect → Insert data → Log in

Log out:

• “Profile” symbol (top left) → “Log out” symbol (top right)

If you are logged in with an account (CGM LIFE or AMK), the synchronization takes place automatically at regular intervals or whenever you restart mediteo. You can also initiate the synchronization manually (on the page Treatments → Scroll all the way to the top → Pull down to refresh).

Please note that at this time only the medication, the measurements, the profile and the network (your contacts) are synchronized. All personal data on intakes will remain on the device. Therefore, we recommend that you choose a device on which you will manage your intakes.

In case complete synchronization is a necessary function for you, let us know by sending us a message through the Contact Us form in the app or to [email protected]

If you are logged in with an account (CGM LIFE or AMK), a backup will automatically be created at regular intervals. You can change this setting as desired. A backup is a copy of all data. Currently only iOS backups can be restored on iOS and only Android backups can be restored on Android.

Create:

• More → Settings → Backup→ Create

Restore:

• More → Settings → Backup → Restore → Select backup

If you can access your CGM LIFE account with your current password, but want to change your password:

• When you are logged in using your CGM LIFE account → “Profile” icon (top left) → CGM LIFE Security Settings → Change Password

If you have forgotten your password and want to reset it:

• “Profile” icon (top left) → Connect → Enter email address → “Forgot password “
• Depending on which access protection you have selected in advance, you may also be asked for a super pin (highest protection).
• Afterwards, you will receive a password change link to the specified e-mail address. If you have set a security question in advance, you must answer it.
• If you are asked for a SUPER PIN, use the highest security protection. However, if you do not have it (anymore), it is not possible for anyone to access the data for security reasons. To still be able to use your CGM LIFE ID, your account must be reset. Please note that this will result in the loss of all medical data. To do this, tap “I do not have a SUPER PIN or I forgot it”, enter your CGM LIFE ID (email address) and then tap “Continue”. CGM LIFE will send you an email. Finally, follow the instructions in the email for resetting your CGM LIFE ID.

For security reasons, you have to log in regularly to your CGM LIFE account. By default, you will need to log in once a day. If you prefer, you can activate the option “Keep me signed in for 30 days”, so that you will need to enter your password only once every 30 days. This is how it works: 

• When logging in, enter your e-mail address (CGM LIFE ID) and your password
• Tick the box “Stay logged in for 30 days”
• Tap on “Log in”

This option only works if your device is protected with a password, pattern, Touch ID or Face ID. If your device is not protected yet, please set up a protection in your device’s settings. 

If you are generally unable to log in, this may be due to several reasons:

• Your account creation has not been completed. You should have received an email to complete the process.
• Your password is wrong. Verify directly on CGM if you can log in there (https://de.cgmlife.com/accountportal/login) and reset the password if necessary.
• You have no internet connection. Please restore it.
• CGM LIFE is temporarily unavailable. Should this be the case for longer and none of the reasons above apply, please contact [email protected].

If the synchronization always fails, this may be due to several reasons:

• Your password is stored incorrectly or has been changed. Log out once and log in again.
• You have no internet connection. Please restore it.
• You have data in your account which mediteo cannot read. Verify if you can log in on our web application (https://app.mediteo.com/en/login). If it works on there, please contact [email protected].
• CGM LIFE is temporarily unavailable. Should this be the case for longer and none of the reasons above apply, please contact [email protected].

On mediteo you can add any medication in order to receive the corresponding reminders, monitor your current supply and always keep clear, relevant information quickly at hand at all times.

Add (two possibilities):

• Treatments → “Plus” symbol (iOS top right, Android bottom right) → Insert search term (name, active substances or manufacturer) or scan bar code → Select medication (or “Add anyway”) → Follow the questions in the app
• Daily → “Plus” symbol” (iOS top right, Android bottom right) → New intake → Add new medication → Insert search term (name, active substances or manufacturer) or scan bar code → Select medication (or “Add anyway”) → Follow the questions in the app

Edit (only current medication, two possibilities):

• Daily → Tap on intake → “…” symbol (more) → Change therapy plan → Tap on information which should be changed → Follow the questions in the app
• Treatments → Tap on medication → Tap on information which should be changed → Follow the questions in the app

Stop medication (only current medication, two (iOS three) possibilities):

• Daily → Tap on intake → “…” symbol (more) → Change therapy plan → Stop medication (you may have to scroll) → Stop
• Treatments → Tap on medication → Stop medication (you may have to scroll) → Stop
• Only iOS: Treatments → Swipe medication to the left→ Stop

Delete (only stopped medication):

• iOS: Treatments → Tab “History” → “Select” symbol (top right) → Tap on medication(s) → Hide (you may have to scroll)
• Android (two possibilities):
  • Treatments → Tab “History” →  Press and hold the medication → If needed, select further medication → Hide (you may have to scroll)
  • Treatments → Tab “History” → “…” symbol (top right) → Hide a treatment → Select treatment(s) → Hide

mediteo offers you a wide range of possibilities. You can enter most of them directly when adding the medication (see How can I add/edit/stop/delete my medication?). You will find a few in the Tab Treatments after adding the treatments.

The following information must be specified:

• Name (with manufacturer and active substances)
• Long-term medication with intake reminder (days, times & quantity) or as needed medication without reminder
• Start and end date of the treatment
• Appearance with form and color

We also offer the following optional possibilities:

• Current supply with automatic refill reminder
• Notes and pictures
• Leaflet and package information

You can resume any stopped treatment. A copy is created in this process, and the stopped entry is therefore retained for your documentation. This way you can also temporarily pause treatments and resume them later.

• Treatments → “History” tab → Choose treatment → Resume treatment (you may have to scroll)

mediteo allows you to add any kind of treatment. Whether prescribed medication or a simple reminder to drink enough water – this is completely up to you. For the medication saved in our database, we set up an automatic recognition. As soon as you type the name of the medication you want to add, the available hits will be suggested, so that you can easily and quickly choose the right one. You can also of course add your own treatments, if for example they are not available in the database or if they require individual specifications.

There are no limits to the number of treatments you can add.

Should you receive no suggestions when typing the name of your medication, you have the possibility to add the medication manually. To do this, tap on the option “Add it anyway”, which will directly appear below the search bar. You can also contact us at [email protected] if your medication or the required settings for it are not available. Please note however that we currently have only German, Italian and French medication in our database.