FAQ

Do you want to benefit from the services of a TeamNutrition dietitian to reach your goals? Don’t hesitate to write to us or to call us! Our team members will be happy to explain how our services work and to schedule your appointment with one of our dietitians.

To reschedule or cancel your next appointment, please directly contact your nutritionist by email. She will be able to provide the best solution based on your needs.

Please give us at least 48 hours (business days) notice if you need to reschedule or cancel an appointment. If a cancellation is made less than 48 hours in advance, the consultation will be considered as having been used.

This is an authorization hold . The funds are reserved 24 hours before your appointment and are only withdrawn when the service is considered as rendered. If the service is not considered as rendered, the pre-authorization is cancelled. The timing can vary from 2 to 7 days depending on your financial institution.

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

On the mobile application

1. Download our KoalaPro app in the App Store or Google Play.
2. Open the app and click on "Forgot Password / First login".
3. Enter the email address you provided to us and confirm your email with the verification code.

On the computer

If you don't have a smartphone or prefer not to use our KoalaPro mobile app, don't worry! You can still access your client account via a computer. Follow the steps below to log in:

1. Go to the TeamNutrition homepage.
2. Look for and click on the "My Account" tab in the main menu.
3. You can also click here to go directly to the login page.
4. Click on "Forgot Password? / First login", then enter the email address you have given us.
5. Follow the steps to reset the password.

If you encounter problems when logging into your client account, don't hesitate to contact us for help.

On the mobile application

1. Open the application and click on "Forgot Password / First login"
2. Enter the email address you have given us.
3. Follow the password reset steps sent 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, it is not possible for you to change your payment information yourself. To change the credit card associated with your account, call us or ask your nutritionist to change it at your next meeting.

In order to better target your needs and optimize your consultation time, your nutritionist invites you to complete a pre-assessment questionnaire before your first meeting. Here's how to proceed:

1. Download our KoalaPro app in the App Store or Google Play.
2. Open the app and click on "Forgot Password / First login".
3. Enter the email address you provided to us and confirm your email with the verification code.
4. Once logged in, go to the "My Dossier" tab and complete the "Personal Information” section. All that's left is to complete this information before your first meeting.

You can also 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 Dossier" section and then click on the "My Appointments and Receipts" tab.

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.

The connection 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 client  account.

On the mobile application

1. Go to the "Appointments and Receipts" section.
2. Click on "Meet" to see the connection link.

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.

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

On the mobile application

1. Go to the "Appointments and Receipts" section.
2. Click on "Find Location" to see the address of your nutritionist's office.

On the mobile application

1. Access your consultation documents directly by clicking here from your smartphone.
2. You can also do this by logging into the KoalaPro mobile application. Go to the "My Dossier" section and then click on the "Consultations" tab.
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 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 application

1. Access your receipts directly by clicking here from your smartphone.
2. You can also do this by logging into the KoalaPro mobile application. Go to the "My Dossier" section and then click on the "Appointments and Receipts" tab.
3. Select the "Previous" tab located in the upper left corner to access all your recipes.

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.

You can contact your nutritionist by email or via the mobile application.

On the mobile application

1. Communicate directly with your nutritionist by clicking here from your smartphone.
2. You can also do this by logging into the KoalaPro mobile application. Go to the "My Dossier" section and then click on the "My Professionals" tab.
3. Then, click on your professional's name and on "Send a Message". This message will be sent to them by email. Your nutritionist can then reply to you in your email inbox linked to the KoalaPro app.

Your opinion is important to us. This is why, when you log in, we ask for your opinion concerning the last meeting with your dietitian. Don’t hesitate to leave comments: they allow your dietitian to adapt for an 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?

If you wish to modify your opinion, you can do so in the "billing" section, then "your opinion" by clicking on the "edit" button.

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 questionnaire, appointment dates, receipts, and recommendations shared by your nutritionist.

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

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 the button to the right of "Access KoalaPro Data".

If the provided solutions do not answer your question, you can write to support@koalapro.com. A member of our team will respond promptly.

1. Check your spam emails.
2. If you do not receive the email with the code, contact us at support@koalapro.com.

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.

On the mobile app

1. Log in to your account on the mobile app.
2. Click on the "Premium" button on the home page.

On the computer

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

If you are consulting with a TeamNutrition Dietitian, they can activate your free 30-day access for you.

If you are not consulting with one of our nutritionists, go to fit.koalapro.com and click on 'Start free trial' to activate your free 7-day trial.

If you no longer wish to benefit from your access to 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 the character icon at the top right to access your profile.
3. Select "Manage account", then "My subscriptions".
4. You will be redirected to your account via computer. Go to the "My Subscriptions" section in the left menu and click on "Cancel".

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".

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

Your feedback is important to us. Don’t hesitate to send us your comments regarding the content and functionalities of the FIT Program KoalaPro Portal: it is designed to meet your needs above all. By logging in to your account, click on "Your suggestions" in the "contact us" section.

Support+ transforme votre expérience KoalaPro en une aventure personnalisée et communautaire. Votre progression est suivie en temps réel par un professionnel, au sein d'une dynamique qui rappelle celle d'une grande sœur bienveillante. Profitez de groupes de soutien pour partager et vous motiver, d'une messagerie directe pour des conseils rapides, et d'une approche ludique pour un engagement quotidien. Support+ est votre partenaire constant, adaptant ses fonctionnalités Premium à vos besoins pour un parcours de santé enrichi.

Pour avoir accès à Support+, demandez simplement à votre professionnel attitré.

1. Dans l'application KoalaPro, allez à «Mes objectifs» sur la page d'accueil. 
2. Sélectionnez “Ajouter un objectif” et choisissez vos objectifs de santé. 
3. Vous pourrez définir les intervalles de données souhaités et activer des rappels pour la saisie de données selon votre choix.
   1. Note : Pour les données de suivi du diabète, pour la glycémie avant et après le repas, vous devez sélectionner les heures spécifiques de ces rappels de données.

1. Après avoir défini vos objectifs, cliquez sur le symbole '+' correspondant à votre objectif sur la page d'accueil. 
2. Ajustez les valeurs pour vos données quotidiennes et confirmez par 'Ajouter une entrée'.

Iphone (IOS)

1. Rendez-vous sur l’application Apple Santé, puis dans l’onglet “Partage”.
2. Cliquez sur la case «Apps et services».
3. Parmi les choix d’application, sélectionnez KoalaPro, puis, cliquez sur «Tout activer».
4. Assurez-vous que votre professionnel a bien accès à vos données de santé, en allant dans «Mon Dossier» > «Mes professionnels» > activer l’accès aux données de santé.

Note : Si l’application de votre montre intelligente ne se connecte pas avec Apple Health, il sera impossible de synchroniser les données d’activité physique de votre montre avec l’application KoalaPro. Il est toutefois toujours possible d’ajouter vos données manuellement. Voir la section «Comment ajouter des données de santé ?».

Android

1. Rendez-vous sur l’application KoalaPro, appuyer sur votre image de profil en haut à droite de la page d’accueil. 
2. Sous l’onglet «Santé», activer la synchronisation des données de santé. 

Note : Si l’application de votre montre intelligente ne se connecte pas avec Google Fit, il sera impossible de synchroniser les données d’activité physique avec l’application KoalaPro. Il est toutefois toujours possible d’ajouter vos données manuellement. Voir la section «Comment ajouter des données de santé ?».

Les points de style de vie permettent d’obtenir de nouvelles insignes et de progresser dans votre parcours. Pour les accumuler, vous pouvez :

• Progresser vers vos objectifs de santé (par exemple, atteindre 50 % de votre objectif ciblé)
• Atteindre vos objectifs de santé
• Maintenir vos objectifs de santé (par exemple, sur une période de 6 mois)
• Accomplir du contenu Premium (vidéo d’entraînement, recettes, capsules nutrition, défis nutrition)