FAQ

 

How can we help?

 

1. Scheduling Appointments

How can I book an appointment?

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.

How can I modify my meetings with my dietitian?

To reschedule or cancel your upcoming appointment, go to the My Files 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.

Why are there charges on my credit card before my consultation?

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.

2. Creation and Management of Client Account

How to create an account?

Your client account will be created as soon as you schedule an appointment with us using the email address you provided. So, you don't need to create the account yourself.

How to log in to my account?

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.teamnutrition.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.

My account

What should I do if I have forgotten my password?

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.

What should I do if I have forgotten my password?

 

 

 

 

 

 

 

 

 

 

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.

Forgot password

How to change or add a credit card?

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.

3. Nutrition Consultation

How to complete my pre-assessment questionnaire?

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 proceed:

  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 Dossier" tab and complete the "Personal Information" section. Just complete this information before your first meeting.
  4. Don't forget to activate data sharing with your professional via "My Dossier" > "My Professionals" > enable "Access to Health Data".

You can also access your personal information directly by clicking here once your account is created.

How to complete my pre-assessment questionnaire?

How to complete my pre-assessment questionnaire?How to complete my pre-assessment questionnaire?

How can I find out the dates of my next appointments?

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 mobile app KoalaPro. Go to the “My Dossier” section and click on the “Appointments and Receipt > Upcoming section.
  3. Tap on 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 left-hand menu. The dates of planned consultations are indicated there.

How do I get the connection link for my virtual appointment?

The connection link will be emailed to you within 48 hours prior to your appointment. It will also be available in the KoalaPro mobile app and your client account.

On the mobile app:

  1. Go to the “Appointments and Receipts” > Upcoming section.
  2. Click on “Meet” to open the connection link.

How do I get the connection link for my virtual appointment?How do I get the connection link for my virtual appointment?

 

 

 

 

 

 

 

 

 

 

On the computer

  1. Access your connection links directly by clicking here from your computer.
  2. You can also do this by logging into your client account. Go to the ”Billing” section.
  3. Select the connection link associated with the date of your next appointment.

teamnutrition client account

How can I find the address of my appointment?

Your appointment reminder emails contain all the information about the location of your appointment. You can also find the address in the mobile app section.

On the mobile app:

  1. Go to the “Appointments and Receipts” > Upcoming section.
  2. Click on “Meeting Location” to see the address of your nutritionist's office.

How can I find the address of my appointment?

How can I find the address of my appointment?

 

How do I add my meeting to my personal calendar?

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.

How do I add my meeting to my personal calendar?

Where can I find my personalized recommendations and tools seen in consultation?

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.

Where can I find my personalized recommendations and tools seen in consultation?Where can I find my personalized recommendations and tools seen in consultation?

 

 

 

 

 

 

 

 

 

 

 

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.

Consultation summary

Download

How do I access my insurance receipts?

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.

How do I access my insurance receipts?How do I access my insurance receipts?

 

 

 

 

 

 

 

 

 

 

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.

Receipts

How do I contact my dietitian?

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?” above.

 

Why am I being asked for a satisfaction rating?

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.

Edit rating

4. Using the KoalaPro Mobile App

What is the KoalaPro mobile app for?

The KoalaPro mobile app allows you to share your health data with your nutritionist in real time. Download it from the App Store or Google Play.

You can also access all the premium content through the app, such as workouts, recipes, educational articles, discounts, and more! The mobile app also gives you access to your client account in the "My Dossier" section. In this section, you will find your pre-evaluation questionnaireappointment datesreceipts, and recommendations shared by your nutritionist.

What is the difference between Premium and Support+?

On the KoalaPro app, we offer two types of subscriptions, Premium and Support+.

Premium

  • Includes access to our exclusive platform featuring:
  • Recipes tailored to your health goals
  • Varied workout videos
  • Educational articles on nutrition
  • Instructive capsules on key nutrition concepts
  • Wellness discounts

Support+

In addition to everything that Premium offers:

  • Personalized support groups: Access communities that share your goals.
  • Direct chat with your professional: For personalized advice when you need it.
  • Real-time alerts: If your health data deviates, we know right away. This allows your healthcare professional to react at the right moment, ensuring the best possible follow-up for you.
  • Targeted interventions: Whether it's adjusting your nutrition plan or congratulating you, your professional can intervene effectively thanks to continuous monitoring of your health.

Support+ with KoalaPro means peace of mind with personalized and attentive health monitoring.

Where can I download the mobile app?

You can download our KoalaPro mobile app via the App Store or Google Play.

How do I authorize the sharing of my health data with my nutritionist?

To share your health data with your nutritionist, go to the “My Professionals” section of the KoalaPro mobile app. You can do this directly by clicking here. Then, click on your professional's name and toggle on the “Access to Health Data” button.

How to adjust the language of my app?

On iPhone:

  1. Go to your phone's settings.
  2. Look for the KoalaPro app in the app list.
  3. Change the language there.

On Android:

  1. Ensure that your phone's language is set to your desired language, as the app will sync with it.

5. Technical Issues and Support

How can I get support in case of technical problems?

If the provided solutions do not resolve your issue, you can email support@koalapro.com. A member of our team will respond promptly in up to 48 open hours.

What should I do if I don't receive my reset or verification code?

  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.

6. Access to KoalaPro Premium

What is KoalaPro Premium?

KoalaPro Premium is a health and wellness portal developed by our team to provide you with additional tools in achieving your goals. Here, you will find a multitude of workout videos, exclusive recipes, nutrition capsules, and educational articles.

How can I access KoalaPro Premium?

On the mobile app

  1. Log in to your account on the mobile app.
  2. Find the “Premium” section on the homepage.
  3. If you want to see content tailored to your preferences, press “View.”
  4. If you want to see all the available content, press “View All.”
  5. To change your content preferences, press “Preferences.”

How can I access KoalaPro Premium?

 

 

 

 

 

 

 

 

 

On the computer

  1. Log in to your TeamNutrition client account.
  2. All the content is under the FIT KOALAPRO section.

Koalapro premium desktop

How can I activate my free trial of KoalaPro Premium?

If you are seeing a nutritionist from TeamNutrition, they can activate your 30-day free trial.

If you are not seeing one of our nutritionists, go to fit.koalapro.com and click on “Start Free Trial” to activate your 7-day free trial.

How to modify my subscription?

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

On the mobile app

  1. Log in to your account on the mobile app.
  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 your account via computer. Enter your credentials, then go to the “My Subscriptions” section in the left menu and click on “Cancel.”

How to modify my subscription?

 

 

 

 

 

 

 

 

 

On the computer

  1. Log in to your TeamNutrition client account.
  2. Go to the “My Subscriptions” section in the left menu.
  3. Click on “Cancel”.

My subscription

Cancel

How can I reactivate my subscription?

To resubscribe to KoalaPro Premium, first log in to your client account and go to the "My Subscriptions" section. Then, click on "Reactivate Subscription".

How can I share my suggestions related to the content and features of KoalaPro Premium?

Your feedback is important to us. Please share your thoughts about the content and features of the KoalaPro Premium portal: it is designed to meet your needs first and foremost. To share your suggestions, log into your account and click on ”Your Suggestions” in the “Contact Us” section.

Your suggestions

7. Support+

What is Support+?

Support+ perfectly complements your approach to nutrition. In addition to all the content of KoalaPro Premium, you get:

  • Personalized Tracking: This smart feature looks out for you like a big sister, alerting your dietitian when you could benefit from extra encouragement or an adjustment in your journey. Enjoy proactive support at every step!

  • Support Groups: A space to share your experiences and stay motivated with people who have the same goals as you.

  • Direct Messaging: Quick access to personalized advice from your overseeing professional.

How to access Support+?

Simply ask your assigned professional to gain access to Support+.

How to set my health goals?

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

Note: For diabetes tracking data, such as blood sugar before and after meals, you need to select specific times for these data reminders.

How to set my health goals?How to set my health goals?How to set my health goals?

How to add health data?

After setting your goals, click on the '+' symbol corresponding to your goal on the home page.

Adjust the values for your daily data and confirm by clicking 'Add Entry'.

How to add health data?How to add health data?

How to sync my health data to my KoalaPro account?

iPhone (iOS)

  1. Go to the Apple Health app, then tap the “Sharing” tab.
  2. Click on “Apps & Services”.
  3. Among the app choices, select “KoalaPro”, then click “Enable All”.
  4. Ensure that your professional has access to your health data by going to “My Dossier” > “My Professionals” > activate “Health Data Access”.

Note: If your smartwatch app does not connect with Apple Health, it will not be possible to synchronize the physical activity data from your watch with the KoalaPro app. However, you can still add your data manually. See the section “How to add health data?”.

How to sync my health data to my KoalaPro account?How to sync my health data to my KoalaPro account?

 

 

 

 

 

 

 

 

 

 

Android

  1. Go to the KoalaPro app, tap on your profile picture at the top right of the home page. Under the “Health” tab, activate.

Note: If your smartwatch app does not connect with Google Fit, it will not be possible to synchronize the physical activity data with the KoalaPro app. However, you can still add your data manually. See the section “How to add health data?”.

How to sync my health data to my KoalaPro account?

 

How to sync my health data to my KoalaPro account?

How to earn lifestyle points?

Lifestyle points allow you to earn new badges and progress in your journey. You can accumulate them by:

  • Progressing towards your health goals (for example, achieving 50% of your targeted goal)
  • Achieving your health goals
  • Maintaining your health goals (for example, over a period of 6 months)
  • Engaging with Premium content (training videos, recipes, nutrition capsules, nutrition challenges)

How to earn lifestyle points?How to earn lifestyle points?How to earn lifestyle points?