Support

Support2019-12-16T15:42:34-08:00

Providing Responsive Customer Service and Support

Email

If you are experiencing a problem with CuePath, email us at support@CuePath.io. Support will confirm receipt of the support issue within 2 business hours.

Phone

If you are experiencing a problem with CuePath and you would prefer to call us during our posted support hours, call us at: 1-888-8QPath8 (1-888-877-2848), and dial extension 777 for Support.

Hours

CuePath Support is available from 8:00 am to 5:00 pm, Pacific Standard Time, Monday through Friday. We will make best efforts to resolve the issue as quickly as possible.

Frequently Asked Questions

Install the CuePath Caregiver App™ Basics on your Mobile Device2020-01-21T14:45:44-08:00

Follow the following steps to install the CuePath Caregiver App Basics on your Mobile device.

 

For iPhone

  1. Open Safari on your mobile device.
  2. Visit https://app.cuepath.io/mobile/ .
  3. Click on the share icon.
    .
  4. Click on “Add to Home Screen”.

    .
    .


For Android

  1. Open Google Chrome on your mobile device.
  2. Visit https://app.cuepath.io/mobile/ .
  3. Click on the burger icon (three dots).
    .
  4. Click on “Add to Home Screen” .

    .
    .

For more questions or inquiries, please email our support team at support@cuepath.io.

What does each color on the weekly blister pack view mean?2020-01-21T11:01:03-08:00

Grey – There is medication for this time and date but the blister pack cavity is not opened. It will show the “not opened” status.

Green – The blister pack cavity was opened at the right time and the right date. It will show the “OK” status.

Yellow – The blister pack cavity was opened outside of the medication schedule – at either the wrong time or date. This status is broken down as either late, early, or for the wrong day.

For more information, please refer to the following articles:

  1. What does the “Early” status mean?
  2. What does the “Late” status mean?
  3. What does the “Wrong Day” status mean?

 

 

Red – The blister pack cavity was not opened after the medication schedule. An SMS notification will be sent to the patient’s caregiver. 

 

What does the “Late” status mean?2020-01-24T13:42:49-08:00

The blister pack cavity was opened the day the medication is supposed to be taken but AFTER the medication time schedule. 

 

NOTE: You will receive an SMS notification after the blister pack cavities that were in “Missed” status is opened. 

 

You can turn on this SMS notification in the CuePath Caregiver App™ Basics. For more information on SMS settings, please refer to this article:

How do I update my sms notifications?

What does the “Wrong Day” status mean?2020-01-24T15:46:18-08:00

The blister pack cavity was opened on any other date. An SMS notification will be sent to the patient’s caregiver. 

 

You can turn on this SMS notification in the CuePath Caregiver App™ Basics . For more information on SMS settings, please refer to this article:

How do I update my sms notifications?

What does the “Early” status mean?2020-01-24T15:47:03-08:00

The blister pack cavity was opened the day the medication is supposed to be taken but BEFORE the medication time schedule.

 

You can turn on this SMS notification in the CuePath Caregiver App™ Basics . For more information on SMS settings, please refer to this article:

How do I update my sms notifications?

What does the “Missed” status mean?2020-01-24T15:48:07-08:00

The blister pack cavity has not been taken during the medication time frame. An SMS notification will be sent to the patient’s caregiver. 

 

You can turn on this SMS notification in the CuePath Caregiver App™ Basics . For more information on SMS settings, please refer to this article:

How do I update my sms notifications?

I’ve experienced a 403 Error, what do I do?2019-07-24T11:51:50-08:00

You will need to re-install the CuePath app. To do this, please follow the instruction bellow:

 

For Android users:

1. Touch and hold on the the CuePath icon. You will see an option to Uninstall it. Drag CuePath to Uninstall text to remove it

 

2. Open Chrome browser and type: https://app.cuepath.io/mobile/

 

3. Select menu on the top right (Burger icon that looks like 3 horizontal lines). Select Add To Home Screen.

 

4. Now you will see CuePath on one of your phone’s screens. To drag it where you like, hold the CuePath app for a few seconds, and drag it where you want without releasing the app.

How do I assemble the CuePath Smart Blister™?2019-04-03T09:20:49-08:00

You are not required to assemble the CuePath Smart Blister™.

 

Your local pharmacy will attach our CuePath™ Smart Sticker and CuePath™ Clip on to your blister package.

I do not see three green light on my CuePath™ Hub, what do I do?2019-03-25T13:27:20-08:00

You will need to reset the CuePath Hub by unplugging it from the outlet. Wait 10 seconds, and plug the hub back in. After a few minutes, there should be three solid green lights.

 

Did this help? If not, feel free to call 1-888-877-2848 or email support@cuepath.io and one of our local technical support specialists will be happy to assist.

I do not hear audio reminders from my CuePath™ Clip, what do I do?2019-03-25T13:22:41-08:00

If you do not hear audio reminders from your CuePath Clip, there may have been an issue during the initial set up. To troubleshoot this issue, please follow these steps:

  1. Check your CuePath Clip LED light for a blinking green light. If there are no lights, then you may need to change the battery.
  2. If you have replaced the battery and the issue still persists, the alarm reminders have been disabled. Please visit the article: “Can I enable or disable the medication reminders?” for a step-by-step guide to enable medication reminders.
  3. If there is a blinking green light and medication reminders are enabled, then your CuePath Smart Blister might not have been connected properly. Simply remove the clip and plug it back in.

Did this help? If not, feel free to call 1-888-877-2848 or email support@cuepath.io and one of our local technical support specialists will be happy to assist.

I see a blinking yellow light on the CuePath™ Clip, what does that mean?2019-03-25T11:23:05-08:00

When you see a blinking yellow light, your CuePath Clip is out of range from the CuePathHub. To troubleshoot this issue, please follow these steps:

  1. Keep the CuePath Smart Blisterin the same room.
  2. Place your CuePath Hub away from other electrical devices.
  3. Remove any obstruction that may affect the connection between your CuePath Hub and CuePath Clip.

Did this help? If not, feel free to call 1-888-877-2848 or email support@cuepath.io and one of our local technical support specialists will be happy to assist.

I see a blinking red light on the CuePath™ Clip, what does that mean?2019-03-25T11:13:11-08:00

When you see a blinking red  light, your CuePath Smart Blister might not have been connected properly. Simply remove the clip and plug it back in.

 

Did this help? If not, feel free to call 1-888-877-2848 or email support@cuepath.io and one of our local technical support specialists will be happy to assist.

I don’t see a blinking light on my CuePath™ Clip, what do I do?2019-03-25T10:52:22-08:00

Your CuePath Clip™ may be out of battery. Simply replace the battery to continue the services.

 

Did this help? If not, feel free to call 1-888-877-2848 or email support@cuepath.io and one of our local technical support specialists will be happy to assist.

The status says “Clip is out of range”, what do I do?2020-01-24T15:50:19-08:00

When you see the “Clip is out of range” status on the CuePath Caregiver App™ Basics , your CuePath Clip is out of range from the CuePath Hub. To troubleshoot this issue, please follow these steps:

  1. Keep the CuePath Smart Blister in the same room.
  2. Place your CuePath Hub away from other electrical devices.
  3. Remove any obstruction that may affect the connection between your CuePath Hub and CuePath Clip.

Did this help? If not, feel free to call 1-888-877-2848 or email support@cuepath.io and one of our local technical support specialists will be happy to assist.

The status says “Clip Detached”, what do I do?2020-01-24T15:50:53-08:00

When you see the “Clip Detached” status on the CuePath Caregiver App™ Basics , there may be an issue with your CuePath Clip. To troubleshoot this issue, please follow these steps:

 

  1. Check your CuePath Clip LED light for a blinking green light. If there are no lights, then you may need to change the battery. 
  2. If there is a blinking green light, then your CuePath Smart Blister might not have been connected properly. Simply remove the clip and plug it back in. 

 

Did this help? If not, feel free to call 1-888-877-2848 or email support@cuepath.io and one of our local technical support specialists will be happy to assist.

How do I set up the CuePath™ Hub?2019-03-25T09:40:31-08:00

Simply plug your CuePath Hub™ to any electrical outlet. Once all three lights are on, we are able to monitor your patients Smart Blister Pack.

Can I call through the CuePath Caregiver App™ Basics?2020-01-21T14:46:20-08:00

You can call the patient by using the CuePath™ Caregiver App.

  1. Log on to the CuePath Caregiver App.
  2. Click on the patient’s profile
  3. Click on the phone icon to make the call.

 

To update the patient’s phone number, please visit the article “How do I update patient information?”

How do I update patient information?2020-01-24T15:51:24-08:00

You can update patient information by accessing the CuePath Caregiver App™ Basics .

  1. Log on to the CuePath Caregiver App.
  2. Click on the patient’s profile
  3. Click on the three dots on the left side of the app.
  4. Click “Edit Patient Profile.”
  5. After making changes to the patient profile, click “Save.”
How do I customize medication schedules?2020-01-24T15:52:01-08:00

You can change the medication schedule by accessing the CuePath Caregiver App™ Basics .

  1. Log on to the CuePath Caregiver App
  2. Click on the patient’s profile
  3. Click on the three dots on the left side of the app.
  4. Click “edit medication timeframe.”
  5. Apply changes as necessary.

NOTE: Please consult your doctor or pharmacy before making changes to your patient or client’s medication schedule.

I don’t see a blinking green light blinking on my CuePath™ Clip, what do I do?2019-02-21T10:37:29-08:00

Your CuePath™ Clip may be out of battery. Simply replace the battery to continue the services.

 

If you have changed the battery and still do not see the blinking green lights, please contact support@cuepath.io

How do I view my client’s previous packs?2020-01-24T15:52:37-08:00

You can view your client’s previous packs through the CuePath Caregiver App™ Basics .

  • In the CuePath Caregiver App, click on your client’s profile.
  • Once you’re in your client’s profile, click on “View All Packs”.
  • By default, you will be redirected to that client’s most recent blister pack.
  • Scroll through your client’s previous packs.
How do I view my client’s pack for this week?2020-01-24T15:53:02-08:00

You can view your client’s most recent pack through the CuePath Caregiver App™ Basics .

  • In the CuePath Caregiver App, click on your client’s profile.
  • Once you’re in your client’s profile, click on “View All Packs”.
  • By default, you will be redirected to that client’s most recent blister pack.
Do I need internet or wifi connection for the CuePath™ Hub?2019-02-20T16:34:41-08:00

You do not need to set up any devices with the internet or WiFi connection.

 

Simply plug your CuePath™ Hub to the nearest outlet and you are ready to use the CuePath medication monitoring and reminder features.

Can I turn off the alarms?2020-01-24T15:54:05-08:00

If you do not want the reminder feature for the patient you’re caring for, you can turn off the clip alarms through the CuePath Caregiver App™ Basics .

  • Click on the patient name
  • Click on the three dots on the left side of the app
  • Click on “Edit Patient Profile”
  • Click on “Send Clip notifications (beeping)”
Can I program when the alarm rings?2020-01-24T15:54:36-08:00

You can program the alarm through the CCuePath Caregiver App™ Basics .

  • Click on the patient name that requires a customized medication time frame.
  • Click on the three dots on the left side of the app.
  • Click on “Edit Meds Timeframes.”

 

Please note that, by default, the medication schedules are:

  • Breakfast from 7:00AM – 9:00AM
  • Lunch from: 11:00AM- 1:00PM
  • Supper: 4:00PM – 6:00PM
  • Bedtime: 8:00PM – 10:00PM
How do I attach the CuePath™ Clip to my blister pack?2019-02-20T15:45:24-08:00

Simply align the CuePath™ Clip with the CuePath Smart Blister™. When you’ve heard five consecutive beeps, the clip has been connected successfully.

When does the CuePath™ Clip sound a reminder to take my medication?2019-02-20T15:39:35-08:00

The clip will produce an audio reminder during the patient’s medication time frame. The default times are as followed:

 

  • Breakfast from 7:00AM – 9:00AM
  • Lunch from: 11:00AM- 1:00PM
  • Supper: 4:00PM – 6:00PM
  • Bedtime: 8:00PM – 10:00PM

 

There will be four alarm reminders during each medication time frame. If medication is not taken after the fourth alarm, an SMS notification will be sent to the caregivers registered under that patient.

How do I register for a pharmacy account?2019-02-20T15:14:48-08:00

Please visit: https://app.cuepath.io/pharmacy/

 

How do I update my SMS notifications?2019-02-20T14:40:47-08:00

You can change your SMS notifications by accessing the CuePath™ Caregiver App. To update your SMS notifications:

  1. Click on the three lines on the top right of your screen.
  2. Click on My Profile.
  3. Under your phone number, select how you would like to receive notifications.

 

How do I receive SMS notifications?2019-02-20T14:18:22-08:00

To receive SMS notifications, please contact your local pharmacy and provide an email address.

 

They will then send you an email with a registration link.

What’s included in my first delivery?2019-02-20T13:03:29-08:00

For your first delivery, you will receive the following:

  1. CuePath Smart Blister™
  2. CuePath Hub™

After the first delivery, your local pharmacy will provide your weekly CuePath Smart Blister.

How many caregivers can monitor one patient?2020-01-24T13:38:19-08:00

A single CuePath client can be monitored by any number of caregivers through the CuePath Caregiver App™ Basics.  These can be family members, paid caregivers, physicians or anyone who would like to help support medication adherence.