FAQ

To achieve your goals with the help of a nutritionist from Team Nutrition, contact us by email or call us! ! Our team will be pleased to introduce you to our services and schedule your appointment.

To better target your needs and optimize your consultation time, your nutritionist invites you to fill out a pre-assessment questionnaire before your first meeting. Here's how to do it:

1. Download our KoalaPro app from the App Store or Google Play.
2. Open the app and enter the email address you provided us. Confirm your email with the verification code.
3. Once logged in, go to the "My Dossiers" tab and complete the "Pre-Assessment Form" section. All you have to do is complete this information before your first meeting.
4. Don't forget to activate data sharing with your professional via "My File" > "My Professionals" > "Access to Health Data" activated.

It is also possible to access your personal information directly by clicking here once your account is created.

On the mobile application

1. Access your appointments directly by clicking here from your smartphone.
2. You can also do this by logging into the KoalaPro mobile application. Go to the “My Dossiers” section and click on the “Appointments and Receipts” tab.
3. Press the calendar icon to add the appointment to your personal calendar.

On the computer

1. Access your appointment dates directly by clicking here from your computer.
2. You can also do this by logging into your client account. Go to the “Billing” section in the menu on the left. The scheduled consultation dates are indicated there.

1. Go to the "My Dossier" section and click on the "Appointments and Receipts" tab, under the "Upcoming" section.
2. Click on "Location" to see the address of your nutritionist's office.

The office address will also be emailed to you 48 hours before your appointment.

The login link will be sent to you by email within 48 hours before your appointment. It will also be available in the KoalaPro mobile application and your clients account.
 

On the mobile application

1. Go to the "Appointments and receipts" section.
2. Click on "Meet link" to see the login link.

On the computer

1. Access your login links directly by clicking here from your computer.
2. It is also possible to do this by logging into your customer account. Go to the "Billing" section.
3. Select the login link associated with the date of your next appointment.

To help you manage your time, we offer you the option to add your meetings to your personal calendar.

On the mobile app:

1. Go to the “Appointments and Receipts” > Upcoming section.
2. Click on the calendar icon, then add the appointment to your personal calendar.

On the mobile app:

1. Access your consultation documents directly by clicking here from your smartphone.
2. You can also do this by logging into the KoalaPro mobile app. Go to the “My Dossier” section and click on the ”Consultations” tab.
3. Select the date of the desired appointment to display the goals of the meeting and any attached documents, which you can download by clicking on the designated button.

On the computer

1. Access your consultation documents directly by clicking here from your computer.
2. You can also do this by logging into your client account. Go to the ”Meeting Summary” section.
3. Select the date of the desired appointment to scroll through the meeting objectives and any attached documents, which you can download by clicking on the appropriate button.

On the mobile app:

1. Access your receipts directly by clicking here from your smartphone.
2. You can also do this by logging into the mobile app KoalaPro. Go to the “My Dossier” section and click on the “Appointments and Receipts” > Previous tab.

On the computer

1. Access your consultation documents directly by clicking here from your computer.
2. You can also do this by logging into your client account. Go to the "Billing" section in the left-hand menu. The dates of planned consultations are indicated there. The receipt is made available and downloadable when a meeting payment is made.
3. If the receipts are not downloaded by clicking on the button, it may be that your web browser is blocking the download of files. Please check in your browser settings and/or disable your Adblock extension.

On the mobile application

1. With a Support+ subscription, communicate directly with your nutritionist into the mobile app KoalaPro. Go to the “My Dossier” section and click on the ”My Professionals” tab.

2. Then, click on the name of your professional and on “Chat with Professional”. A chat box with your professional will be available.

If you need to modify your appointment, see the section 1 ”How can I modify my meetings with my dietitian?” below.

To reschedule or cancel your upcoming appointment, go to the My Dossiers tab in the “Appointments and Receipts” section and click on the calendar icon, then on 'Reschedule' to inform your nutritionist. They will be able to offer you the best solution according to your needs.

Please notify us at least 48 hours (2 business days) in advance to reschedule or cancel an appointment. If a cancellation is made less than 48 hours in advance, the consultation will be considered as used.

Your feedback is important to us, and we invite you to share it during your next login following your last meeting. Feel free to leave comments: they allow your nutritionist to adapt for optimal collaboration and to adequately meet your expectations.

I would like to edit a comment I left for my dietitian: how can I do that?

On the mobile app:

1. Go to the ”Appointments and Receipts” > Previous tab. You can also click here from your smartphone.
2. Click on the stars of the old rating to modify it.

On the computer:

1. Go to the ”Billing” section in the left menu.
2. Open the “Your Feedback” section.
3. Edit your feedback.

This is a pre-authorization, a common practice to secure payment. Funds are temporarily reserved 24 hours before your appointment, ensuring that the payment can be processed securely once the service is provided. If the service is not provided, this pre-authorization is canceled, although the time for your bank to reflect this cancellation may vary from 5 to 10 business days. We assure you that the entire process is managed with the utmost transparency and security.

The KoalaPro mobile app is designed to support you in your health and wellness journey. It offers personalized monitoring and tools to facilitate the management of appointments with your professional, access to personalized recommendations and the monitoring of health goals.

You can also benefit from our Support+ offer, which includes direct access to your nutritionist via messaging, thematic support groups, as well as personalized health alerts. In addition, take advantage of all the Premium content available in the app, including exclusive workouts, adapted recipes, educational articles, discounts on wellness products, and much more!

On the mobile app:

1. Download our KoalaPro app from the App Store or Google Play.
2. Open the app and enter the email address you provided us.
3. Confirm your email with the verification code.
4. Follow the steps to create a password that meets the specified criteria.

On a computer:

1. If you don't have a smartphone or prefer not to use our mobile app, don't worry! You can still access your client account via a computer. Follow these steps to log in:
2. Visit our site clients.equipenutrition.ca.
3. Upon your first login, click on “Forgot Password? / First Connection” then enter the email address you provided us.
4. Follow the password reset steps.

If you are having trouble logging into your client account, feel free to contact us for help at support@koalapro.com.

On iPhone:

1. Go to the phone settings.
2. Look for the KoalaPro app in the list of apps.
3. Change the language there.

On Android:

1. Check that the language of your phone is in the desired language, the app will sync with it.

On the mobile application

1. Open the app and enter the email address you provided us.
2. Click on “Continue” then on “Forgot Password”.
3. Follow the steps sent to you by email.

On the computer

1. Go to the login page of your client account.
2. Click on “Forgot Password / First login”, then enter the email address you have given us.
3. Follow the password reset steps sent by email.

If you do not receive the password reset email (also check your junk mail), please contact us at support@equipenutrition.ca.

At the moment, you cannot change your payment information yourself. To change the credit card associated with your account, call us or ask your nutritionist to change it during your next meeting.

1. In the KoalaPro app, go to “My Goals” on the home page.
2. Select “Add Goal” and choose your health goals.
3. You will be able to set the desired data intervals and enable reminders for data entry as per your choice.

Note: For diabetes tracking data, for pre-meal and post-meal blood glucose, you need to select the specific times for these data reminders.

1. After setting your goals, click on the '+' symbol corresponding to your goal on the homepage.
2. Adjust the values ​​for your daily data and confirm with 'Add entry'.

To share your health data with your nutritionist, go to the "My professionals" section from the home page or under the "My Dossier" tab of the KoalaPro mobile application. You can do this directly by clicking here. Then, click on the name of your professional and activate the button to the right of "Access to health data".

On the KoalaPro app, we offer two subscription options: Premium and Support+.

Premium
Includes access to our exclusive platform, featuring:

• Recipes tailored to your health goals
• A variety of workout videos
• Educational articles on nutrition
• Informative capsules on key dietary concepts
• Wellness discounts

Support+
In addition to everything included in Premium:

• Personalized Support Groups: Access communities that share your goals.
• Direct Chat with Your Professional: Get personalized advice when you need it.
• Real-Time Alerts: If there’s a shift in your health data, we know instantly. This lets your professional respond at just the right time, ensuring you get the best support possible.
• Targeted Interventions: Whether to adjust your plan or congratulate you, your professional can engage effectively with continuous health monitoring.

With KoalaPro’s Support+, you get peace of mind with attentive and personalized health support.

To activate your free trial for KoalaPro Premium or Support+, here’s how it works:

• If you are consulting with an ÉquipeNutrition nutritionist: Your nutritionist can activate a 30-day free trial for the Premium section for you. They can also initiate a 14-day free trial for Support+.
• If you are not consulting with one of our nutritionists: Visit fit.koalapro.com and click on "Start Free Trial" to activate a 7-day free trial on your own.

This allows you to explore the full benefits of KoalaPro's features, whether through direct activation by a professional or self-enrollment.

On the Mobile App

1. Log in to your account on the mobile app.
2. Find the “Premium” section on the home page.
3. To view personalized content based on your preferences, tap “View.”
4. To see all available content, tap “View All.”
5. To update your personalized content preferences, tap “Preferences.”

On a Computer

1. Log in to your ÉquipeNutrition client account.
2. All content can be found under the “FIT KOALAPRO” section.

Among the exclusive KoalaPro Premium content, you can filter recipes and workouts based on multiple criteria to find exactly what you're looking for.

How to filter and choose a recipe

1. Go to the "Recipes" section.
2. Click on the filter icon in the top right corner.
3. Refine your search using one or more filters:
   • Dish Type: breakfast, main course, dessert…
   • Theme: meals in 30 minutes or less, no-cook, lunchbox…
   • Specific Menus: low FODMAP, high-fibre, sports nutrition…
   • Featured Ingredients: vegetables, fish and seafood, tofu and soy…
   • Special Features: gluten-free, lactose-free, nut-free…
4. Use the search bar below the filters to look for an ingredient.

How to filter and choose a workout

1. Following the same steps as indicated above, you can refine your search using one or more filters:
   • Workout Duration
   • Difficulty Level (intensity and complexity)
   • Workout Type: Pilates, boxing, HIIT…
   • Trainer

You can save your exclusive content to your favourites for quick access later.

1. Go to the content you want to save (recipe, article, workout, etc.).
2. Click on the heart icon on the right, below the header image.
3. Find all your favourites in each section whenever you need them.

From the home page, go to the Support+ section, where you’ll see an “Invitation” button. Click on it to accept the invitation to the inspiration group recommended and selected by your nutritionist.

If you want to join a different inspiration group, follow these steps:

1. Open the group you are currently in.
2. Go to "Group Details".
3. At the bottom of the page, you will find the "Leave Group" button. Click on it to leave the group.
4. Ask your professional to add you to another group, either:
   • Via direct messaging.
   • During your next consultation.

Tip: Take a moment to explore the available groups to find the one that best matches your current goals! 

Lifestyle Points allow you to earn new badges and track your progress on your wellness journey. Here’s how you can earn points:

• Make progress toward your health goals (e.g., reaching 50% of a target goal)
• Achieve your health goals
• Maintain your health goals over time (e.g., for 6 months)
• Complete Premium content (workout videos, recipes, nutrition capsules, and nutrition challenges)

Earn points and celebrate each step towards a healthier lifestyle with KoalaPro!

iPhone (iOS)

1. Go to the Apple Health app, then select the “Sharing” tab.  
2. Tap on “Apps and Services.”  
3. From the list of apps, choose KoalaPro, then tap “Enable All.”  
4. Ensure your professional has access to your health data by going to “My Profile” > “My Professionals” > enable access to health data.  

Note: If your smartwatch app does not connect with Apple Health, it will be impossible to sync activity data from your watch with the KoalaPro app. You can still enter your data manually—see the “How to Add Health Data” section.

---

Android

1. Open the KoalaPro app, then tap your profile image in the top right corner of the home page.  
2. Under the “Health” tab, enable health data sync.  

Note: If your smartwatch app does not connect with Google Fit, syncing activity data with KoalaPro will not be possible. You can view which apps are compatible with Google Fit here. Manual data entry is always available as an alternative. See the “How to Add Health Data” section.

You can view and download your subscription invoices in two ways:

1. Through your Client Portal (clients.equipenutrition.ca): Go to the “My Subscriptions” section.
2. Through the KoalaPro website (fit.koalapro.com): Navigate to “My Account” > “My Subscriptions”.

Make sure to log in using the same credentials as on the KoalaPro app.

If the proposed solutions do not meet your problem, you can write to support@koalapro.com. A member of our support team will respond to you quickly.

1. Make sure your email address is spelled correctly, and that it is the same email address you provided us.
2. Check your spam emails.
3. If you do not receive the email with the code, contact us at support@koalapro.com.

If you no longer wish to benefit from your access to KoalaPro Premium, you can cancel your subscription at any time.

On the mobile application

1. Log in to your account on the mobile application.
2. Click on your profile at the top right to access your profile (your initials or your photo).
3. Select "My subscription".
4. You will be redirected to the login page of your web browser. Log in with the same identifiers as on the application and unsubscribe by clicking on the "Unsubscribe" button.

On the computer

1. Log in to your ÉquipeNutrition customer account or on the fit.koalapro.com website using the same identifiers as on the application.
2. Customer account: Go to the "My subscriptions" section in the menu on the left.
   fit.koalapro.com: Under the "My account" section, go to the "My subscriptions" page
3. Click on "Cancel".