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Pulse by Prudential

Frequently Asked Questions

About Pulse

1. What is Pulse?

Pulse is an artificial intelligence (AI)-powered app that offers comprehensive health management for its users. Pulse gives you personalised health and wellbeing information so that you can improve your health.

2. Can I use Pulse?

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

3. Is Pulse free?

Yes, users can download and register for Pulse for free.

4. What are the main features of Pulse?

Please click here to view the Pulse app’s features.

Download, Register and Log In

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

Pulse is only available for download via the Hong Kong App Store* / Google Play and is not supported in any other app store.

* Please set your Apple ID Country / Region to Hong Kong.

2. Why can’t I find Pulse by scanning the QR code on WeChat?

Pulse is not supported by the “Scan QR Code” function in some versions of WeChat. Please try a different QR code scanner, or log in to the Hong Kong App Store / Google Play on your device and search for the “We Do Pulse” mobile app.

3. I can’t download Pulse. What should I do?
  1. Check if the region for your Apple ID / Google Play account is set to Hong Kong.
  2. Check if your device supports and meets the minimum system requirements for Pulse:
    iPhone – iOS 11.4 or above
    Android – Android OS 8.1 or above

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

    • LG – G5

    • ASUS – Z012DE

    • Huawei – Mate 20 Pro

  3. If the problem persists, please contact our customer service hotline (852) 2281 1193 during office hours or email us at contactus.hk@wedopulse.com.
4. I can’t open Pulse. What should I do?
  1. Ensure you are using a Hong Kong SIM card. If your device supports dual SIM cards, please disable the non-Hong Kong SIM card.
  2. Restart your device and try again.
  3. If the problem persists, please contact our customer service hotline (852) 2281 1193 during office hours or email us at contactus.hk@wedopulse.com.
5. How do I register for Pulse?
  1. Log in to the App Store / Google Play on your device and download the “We Do Pulse” mobile app.
  2. Open Pulse, select your preferred registration method (Google Account, Facebook, Apple ID, Hong Kong mobile number or email) and follow the instructions.

If you’re registering with your Hong Kong mobile number or email address, Pulse will send a One-Time Password (OTP) to the mobile number or email address provided. Please input the OTP to complete your registration.

Please note that the registered mobile number and email address cannot be changed.

6. I am an existing Pulse user but deleted the Pulse app on my phone. What should I do?

Download Pulse from the App Store / Google Play again, open the app, then enter your password to log in. If you have forgotten your password, please refer to Question 7 and reset your password.

7. I forgot my Pulse password. What should I do?
  • If you registered with your mobile number

Tap “Forgot Password” on the Homepage and enter your registered mobile number to receive a 6-digit verification code via SMS (please note this verification code is not a password). Input the 6-digit verification code immediately to receive a temporary 8-character password via SMS. Log in to Pulse using this temporary password, then reset your password by going to My Account > My Settings > Change Password.

 

  • If you registered with your email address

Tap “Forgot Password” on the Homepage and enter your registered email address to receive a 6-digit verification code via email (please note this verification code is not a password). Input the 6-digit verification code immediately to receive a temporary 8-character password via email. Log in to Pulse using this temporary password, then reset your password by going to My Account > My Settings > Change Password.

 

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

8. How do I change my Pulse password?

Go to My Account > My Settings > Security.

9. How do I update my mobile number / email address on Pulse?

In some circumstances, you may not be able to change your mobile number and / or email address after registration. If you can’t update this information under My Profile, please register a new Pulse account instead.

PRUServices
Manage your policies

1. Can I manage my policies on Pulse?

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

2. How do I manage my policies on Pulse?
  1. Go to My Policies on the Homepage. Receive a One-Time Password (OTP) via SMS to your registered mobile number and input this OTP for verification.
  2. Select “Link Policy” and enter the policy number.
  3. Receive an OTP via SMS to the mobile number registered in the policy and enter this OTP to link your policy.

 

Step 1  Step 1 Step 2  Step 2 Step 3  Step 3 Step 4
3. How do I find my policy number?

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

Others

1. Will the health data collected by Pulse impact my application(s)?

The health data collected by Pulse will not impact any user’s existing or future application(s).

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

The health data collected by Pulse will help us to better understand our users’ health and lifestyles, enabling us to enhance our product positioning, deliver more value-added services and improve the overall customer experience.

3. How does Pulse protect my health data?

Protecting your health data is our priority. Users are required to input the correct login credentials to access any personal information on Pulse.

The app also regularly logs you out of connected devices to keep your account secure.

4. Pulse isn’t working normally. What should I do?
  1. Check if you have a strong Wi-Fi or mobile data connection.
  2. Make sure the Pulse app has been updated to the latest version.
  3. Close and restart the Pulse app.
  4. Restart your device. You may also need to uninstall and reinstall Pulse.
  5. If the problem persists, please contact our customer service hotline (852) 2281 1193 during office hours or email us at contactus.hk@wedopulse.com.

 

5. How do I provide feedback on Pulse?

Please submit comments via My 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.