Frequently asked questions

📲 I am unable to log in to the Hume app. What should I do?

🛜 Always make sure there is an internet connection.

	Error	Solution
1	User does not exist. This user does not exist, or the password is incorrect.	(1) Type the temporary password manually. Copy-paste does not work. (2) - Check for typos in the email address or password. (3) - Forgot your password? Choose ‘Forgot password’ to reset it.g (4) - No email received? The account probably does not exist — contact Mentech.
2	User pool client1 does not exist. User ID does not exist.	Check for typos in the organisation name.
3	User srp auth.	Contact Mentech.
4	Something went wrong while loading your clients.	Contact Mentech.
5	Something went wrong while loading your account.	Check if there is internet (4G symbol visible). Open Google Chrome to test this. No connection? Contact Mentech. Use only an Android phone (usually included in the Mentech HUME kit). Measurements will NOT work on an iPhone.

▶️ How can I start a measurement with Hume?

Only use an Android phone (usually included in the Mentech Hume kit). Starting measurements does NOT work on an iPhone.

For a more detailed step-by-step explanation, read Measurement - before, during and after. Here is the summary:

Open the HUME app on the hub phone and log in. Press ‘Start’ next to the client’s name.

The LED on the sensor will blink green once connected. Check the app for ‘connected’.

🌈 The sensor flashes a colour. What does this mean?

Colour Senti Module light	Meaning
⚪ White (single flash)	Sensor turning on (movement activated)
🔵 Blue blinking	Ready to be found via Bluetooth
🟢 Green blinking	Connected
🔴 Red blinking	Battery low – charge the Senti-module
🔴 Red solid	Charging
🟢 Green solid	Fully charged
🔴 Red + ⚪ White blinking	Hardware issue – contact Mentech

🚦Why can't I see my stress prediction?

⏳ Wait 5 minutes

The first stress prediction can take time. This is normal.

🛠️ Still no prediction after 5 minutes? Check:

Is the Senti-module correctly connected to the SentiSock?
Is the SentiSock fitted properly on the foot?
Is there internet on both the group phone and the hub phone?
Is the HUME app up to date (update via Google Play Store / App Store)?
Does the sensor ID on the device match the ID in the HUME app?
- If not, the phone is connected to the wrong sensor.

🔁 Still no prediction?

Replace the SentiSock and try again.

🚦Why do the traffic light colours NOT correspond to the client's stress level?

HUME measures physical signals that are not (always) visible. Although the client may appear calm, he or she may still be building up tension, or vice versa.
HUME does not distinguish between positive and negative tension.

😓 The client is bothered by the sensors. What can I do?

Questions about care?

Ask the behavioural scientist.

Client resists HUME measurement or wearing the sock/sensor?
📞 Discuss with the behavioural scientist or psychologist.
📞 Inform Mentech.

Skin problems from the strap or sensor:
Check if the strap is too tight. It should fit like a watch — snug but not painful.
A longer strap can be ordered via Mentech.

Skin defects (wounds, irritation):
Contact the attending physician.
⛔ Stop measurements.
📞 Inform Mentech.

📦 How can I order new socks?

1	In the HUME app, click ‘Information’ → ‘Order socks’.
2	Fill in the form and click ‘Order’.
3.1	Change the order? Click ‘Edit’.
3.2	Finished? Click ‘Confirm’ → You will see ‘Order successfully sent!’.