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Pulse by Prudential

Frequently Asked Questions

About Pulse

1. What is Pulse?

Pulse is an Artificial Intelligence (AI)-powered digital app to offer comprehensive health management for its client. With Pulse, you can get relevant personal health and wellbeing information at your fingertips, and thus improve your health.

2. Can I use Pulse?

You can register Pulse with your Google, Facebook, Apple ID (For iOS only), Hong Kong mobile number or email.

3. Is Pulse a free app?

User can download and register Pulse for free.

4. What are Pulse main features?

Please click here to view the Pulse features. 

Download, Register and Login

1. Can I download Pulse in Mainland China App Store / Google Play Store?

Pulse mobile app is only available for download in Hong Kong App Store* / Google Play and is not supported in app stores other than App Store / Google Play.

* Please select your Apple ID Country/Region as Hong Kong.

2. Why I cannot find Pulse by using WeChat "Scan QR Code"?

"Scan QR Code" in some versions of WeChat has not yet supported Pulse, please try other QR Code Scanner App.
If you cannot locate Pulse, please sign in to Google Play (Android users) or App Store (iOS users) on your device, search and download "We Do Pulse" mobile app.

3. I cannot download Pulse, what should I do?

In case you encounter problems when downloading Pulse, please try to:

  1. Check if the region of your Google Play Store or App Store account is Hong Kong.
  2. Check if your device supports Pulse and meets the minimum system requirement for Pulse:
    iPhone - Support iOS 11.4 or above
    Android - Support Android OS 8.1 or above

    Pulse is currently not supported on a number of Android devices, including:
    • Samsung – Galaxy A6+, Galaxy S7, S8+ edge

    • LG – G5

    • ASUS - Z012DE

    • Huawei - Mate 20 Pro

  3. If the problem still exists, please contact our customer service hotline (852) 2281 1193 during office hours or email us at contactus.hk@wedopulse.com
4. I cannot open Pulse, what should I do?

In case you encounter problems when opening Pulse, please try to:

  1. Ensure you are using Hong Kong SIM card. If your device supports dual SIM cards, please disable the non-Hong Kong SIM card.
  2. If the problem still exists, please restart your device and try again. 
  3. If the problem still exists, please contact our customer service hotline (852) 2281 1193during office hours or email us at contactus.hk@wedopulse.com
5. How to register Pulse?

You need only 2 simple steps to use Pulse:

  1. Sign in Google Play (Android users) or App Store (iOS users) on your device, search and download "We Do Pulse" mobile app.
  2. Open Pulse, select using Google, Facebook, Apple ID, mobile number or email to register, and follow the instruction to complete the registration.

If you use mobile number or email address for registration, Pulse will send an One-Time-Password to your mobile number or email address. Please input the OTP to complete the registration.
Please note that the mobile number and email address cannot be changed once registered.

6. Existing Pulse user, need to register again?

Exisitng Pulse users are required to download and register again "We Do Pulse" mobile app in App Store / Google Play.

7. I have forgotten my Pulse password, what should I do?

If user has forgotten Pulse password, please tap Forgot Password? in Home page, and follow the instruction to request a new password.

If the problem still exists, please contact our customer service hotline (852) 2281 1193 during office hours or email us at contactus.hk@wedopulse.com.

8. How can I change Pulse password?

User can change the password by going to Account > My Settings > Security.

9. How can I change the email registered at Pulse?

Please note that the email address cannot be changed once registered. If you want to use another email for Pulse, you are required to register another Pulse account. (You are required to register by another set of email and mobile number)

PRUServices
Manage your policies

1. Can I manage my policies on Pulse?

You may view your policy details including policy information, benefits and agent information on Pulse. We will continuously enhance the app with more functions. Please stay tuned for the updates.

2. How can I manage my policies on Pulse?

You may link your policies in 3 simple steps:

  1. Select “My Policies” tile under “Home” on Pulse.  Receive an One-Time-Password (OTP) with your mobile number registered on Pulse. Enter the OTP to pass the second factor authentication.
  2. Select “Link Policy” and enter the policy number of any of your policies.
  3. Receive an OTP with your mobile number registered in the policy. Enter the OTP to link all your policies.

 

Step 1  Step 1 Step 2  Step 2 Step 3  Step 3 Step 4
3. How can I enquire my policy number for linking with Pulse?

Simply login to myPrudential to view your policy number. If you don’t have myPrudential account yet, please register/activate here.

Others

1. Will the health data collected impact application?

The health data collected in Pulse will not impact any users' existing applications or future acquired applications.

2. How the health data collected in Pulse will be used?

The health data collected in Pulse will help us to better understand the health and lifestyle of our users, which allows us to enhance our product positioning, provide more VAS and hence improve the customer experience.

3. What will Pulse do to protect my health data?

Your health data is protected. To access your personal information in Pulse, user is required to input correct Login information and password to sign in the relevant services.
Pulse will also sign you out of devices regularly to make your account more secure.

4. Pulse doesn't function normally, what should I do?

In case Pulse doesn't function normally, please try to:

  1. Check if you have a strong Wi-Fi or mobile data connection
  2. Make sure Pulse app is updated to latest version
  3. Close and restart your Pulse and log in your account
  4. If the problem still exists, please restart your device. You may also need to uninstall and reinstall Pulse
  5. If the problem still exists, please contact our customer service hotline (852) 2281 1193 during office hours or email us at contactus.hk@wedopulse.com

 

5. If I want to provide feedback for Pulse, what can I do?

If user has any comment for Pulse, please provide your feedback in Account > My Feedback. You can also contact our customer service hotline (852) 2281 1193 during office hours or email us at contactus.hk@wedopulse.com