Your app guide

1. What is the app — and why is it good for you?

The BFG Hearing Club app is your own private space for everything to do with your hearing. Think of it like having a helpful companion in your pocket — one that knows your hearing aids, remembers your goals, and is always there when you have a question.

Here is a quick overview of what you can do in the app:

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2. How to sign in — step by step

There is no password to remember. You sign in with your email address, and we send you a link — tap it and you are straight in.

1. 1Open the app and tap "Sign in", or go to login.html.
2. 2Type your email address — the one we have on file for you.
3. 3Tap "Send me a sign-in link".
4. 4Check your email — a message from BFG Hearing Solutions should arrive within a minute or two. Check your junk or spam folder if you don't see it.
5. 5Tap the link in that email. It opens the app and signs you straight in — no password needed. The link lasts 24 hours.
6. 6First time only: you'll be offered a quicker way to sign in next time — Face ID, fingerprint, or a password if you'd rather. Covered in the next section.

• If the email doesn't arrive, double-check you typed your email address correctly, and check junk or spam.
• If the link says it's expired, just go back to login.html and ask for a new one — it only takes a moment.
• You can also sign in with Face ID, fingerprint, or a password once you've set one of those up the first time.
• After two failed attempts, Grace (our assistant) will pop up to help you work through it.

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3. Setting up quick sign-in (Face ID or fingerprint)

Once you have signed in the first time, the app will offer to set up a much quicker way to sign in next time — using your phone's Face ID (on an iPhone) or fingerprint reader (on most modern phones). This means next time, you just look at the phone or press your finger on it, and you are straight in — no details to type at all.

Setting up Face ID or fingerprint (recommended)

1. 1Tap the big green button: "Use Face ID / fingerprint".
2. 2Your phone will show a prompt — it might say "Do you want to save a passkey?" or ask you to look at the screen or press the button on the side. Just follow the on-screen instruction — it only takes a second.
3. 3The app will say "All set!" and take you to your home screen. Next time you open the app, you just tap "Sign in with Face ID / fingerprint" — that's it.

• You only set this up once. After that, signing in takes about two seconds.
• This is safe — your face or fingerprint never leaves your phone. We never see it.
• If it does not work on your phone, you can set a password instead (see below).

Setting a password instead

If you would rather use a password — or if the fingerprint/face option does not work on your device — you can set one instead.

1. 1After signing in for the first time, tap "Set a password instead".
2. 2Type a password of at least 8 characters. It can be anything you will remember — a word, a short phrase, a mixture of letters and numbers.
3. 3Type it again in the "Confirm password" box to make sure you have it right.
4. 4Tap "Save password". From now on, you can sign in at login.html using your email address and this password.

Setting up Face ID or fingerprint later from your dashboard

If you skipped the quick sign-in setup and want to turn it on later, it is easy to do from your home screen. Look for a card near the bottom of the page that says "Faster sign-in" and tap the button there.

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4. Your home screen — what everything means

Your home screen (also called the dashboard) is the main page of the app. Everything starts here. Here is a tour of what you will see.

The information strip

Just below the tiles you will see a pale green strip of text. This is a quick summary of your account. It typically shows:

• Your plan — for example "Check and Clear" or "Complete Care Plus".
• Last visit — what you came in for and when.
• Next check due — and a handy link to book it straight away.

The two big buttons

Near the top of the page you will see two large clickable areas:

Today's simple checklist

Below the big buttons is a checklist of four simple things for today:

• Pop your hearing aids in
• Do today's check-in
• Wear them a bit longer than yesterday
• Have a proper chat with someone

Tick each one as you do it. The checklist resets fresh each morning. It is just for your own benefit — nobody else can see it.

The tile grid

The tiles are small squares that take you to different parts of the app. Here is what each one does:

The offer or plan card

Depending on your membership, you will see a card with a gold stripe. This shows what is included in your plan — for example, how many wax removals you get per year, whether you have an annual hearing check included, and when your next one is due. There will be a button to book it straight away.

If you have hearing aids from BFG, this card will say "You're covered — included with your aids" and remind you about your half-price wax removals.

The care card

Below the plan card you may see another card showing your hearing aid details at a glance — how many days you have had them, your warranty expiry, and any upcoming appointments we have booked for you.

The talk to us card

Near the bottom of the page is a card with green text at the top: "Talk to us and tell us how we're doing". This has three buttons: WhatsApp, Call, and Leave a Review. There is also a private link if you want to share feedback just with us, not publicly.

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5. Asking Grace or George a question

Grace (or George, if your account is set to use a male name) is our friendly AI assistant. You can ask almost any hearing-related question and get a clear, helpful answer — any time, day or night.

How to ask a question

1. 1From your home screen, tap the tile labelled "Ask a question", or tap "Ask a question" in the navigation menu at the top.
2. 2You will see some suggested questions as buttons at the bottom of the chat — for example "My aid is whistling" or "How do I clean it?" Tap one to ask it straight away.
3. 3Or tap the box at the very bottom that says Type a message... and type your own question in your own words. Then tap Send.
4. 4Grace or George will reply within a few seconds. You can then ask a follow-up question if you need to — it is like a normal chat.

What kinds of questions work well?

• "My hearing aid is making a whistling noise — what should I do?"
• "How do I clean the dome on my hearing aid?"
• "The sound seems much quieter than usual — why might that be?"
• "How long should I wear my aids each day at first?"
• "My aid won't charge — what can I check?"
• "Can I wear my hearing aid in the shower?"
• "What does my audiogram result mean?"
• "When should I book my next check?"

At the bottom of the chat page you will also find buttons to WhatsApp us or call us — and a form to request a call back, if you would prefer us to ring you.

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6. Your hearing record

Your hearing record is a summary of everything we hold for you — your personal details, your hearing aids, and the results of your hearing tests. Tap "My record" on the home screen (the card with the gold stripe) to open it.

• This page is read-only — you can see your information but not change it here. To update any details, just call us or mention it at your next visit.
• You can tap "Print / save" to print the page or save it as a PDF — useful if you want to share it with your GP or a family member.
• At the bottom of the page you can download all your data or request that we delete it — your rights under data protection law.

What does the audiogram mean?

Your audiogram is a chart that shows how well you can hear different sounds. It can look complicated, but here is what it means in plain English:

• The left and right columns show results for each ear separately.
• The frequencies (Hz) along the top — like 500, 1000, 2000, 4000 — refer to how low or high-pitched a sound is. Low numbers are deep sounds (like a rumbling bus), high numbers are high sounds (like a bird or a kettle).
• The dB numbers down the side show how loud a sound needs to be before you can hear it. Lower numbers (near 0–20 dB) are good. Higher numbers (like 50–80 dB) mean you need sounds to be louder before you notice them.
• Most people with hearing aids have results in the range of 40–80 dB across some or all frequencies — and that is exactly what aids are designed to help with.

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7. Your daily check-in and goals

The daily check-in is the most important habit in the app. It takes about one minute and is built around your own personal hearing goals. Over time, the small challenges add up to big improvements.

The four stages of your journey

Your journey is split into stages that build up gently. You move through them automatically as the days go on:

• Stage 1 — Settling in (days 1–7): Short bursts of wearing your aids in quiet places. Building confidence at home.
• Stage 2 — Building up (days 8–14): Wearing them a little longer each day. Trying them in more situations.
• Stage 3 — Out and about (days 15–28): Taking your aids into noisier places — shops, family gatherings, TV.
• Stage 4 — Full confidence: Wearing them all day, every day, in all the situations that matter to you.

How to do the check-in

1. 1From your home screen, tap the dark green "Today's check-in" button.
2. 2You will see your challenge for today — a short sentence describing something to try, built around your goals. Read it carefully.
3. 3Answer the question about how your aids felt yesterday — you will be given a few options to choose from, like "Better than before" or "Still finding it tricky".
4. 4The app will give you a tip or a word of encouragement. Then you are done for the day — it only takes about a minute.

Your streak

Every time you do the check-in on consecutive days, your streak goes up by one. Streaks are just a fun way to encourage the daily habit. If you miss a day, your streak resets to zero — but that is fine. Just start again. The important thing is to keep coming back.

Setting your goals (My Plan)

Before your first check-in, the app will ask you to set your hearing goals. These are the real situations in your life where you want your hearing to improve — for example, hearing your grandchildren, enjoying a meal out, or following the television without the volume very loud.

1. 1From your home screen, tap the tile labelled "My plan".
2. 2Step 1 shows a list of situations — things like "Following conversation in a noisy room" or "Hearing on the phone". Tick the ones you find hardest.
3. 3Step 2 lets you add your own personal moments — "My grandson's school play", "Hearing the minister at church". Type it in the box and tap Add.
4. 4Scroll down and tap Save my plan. Your daily check-in will now be built around these goals.

• You can update your goals at any time — just go back to My Plan and make changes.
• If you rate how each situation feels over time, you will be able to see your progress in the report.

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8. Your progress report

Your progress report is a summary of how far you have come since getting your hearing aids. It is a lovely thing to print out and share with family, or to bring to your next appointment.

To open it, tap "My progress" from the tile grid on your home screen.

What the COSI scores mean

COSI stands for Client Oriented Scale of Improvement. It is a recognised way of measuring whether your hearing aids are actually helping in the situations that matter to you — not just in a sound-proof test room.

For each goal you set, you can rate how well you can manage now compared to before you had your aids. The ratings range from Worse through to Much better. Here is what a typical improvement looks like:

• Even "slightly better" is a real improvement — hearing aids take time to adjust to, and every step counts.
• If a particular situation is still difficult, that is good information — tell us at your next visit and we can adjust your aids or your programme.
• You can print or save the report using the "Print / save my report" button at the top of the page.

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9. Adding the app to your phone

The app works in your phone's web browser, but you can also add it to your home screen so it opens like a normal app — full screen, with its own icon, no browser address bar. It makes it much easier to find and use every day.

• It is free to install and takes less than a minute.
• It works on iPhones, iPads and Android phones.
• Once installed, it opens full-screen — just like an app from the App Store or Google Play.
• You can also get a daily reminder notification once it is installed.

On an iPhone or iPad

1. 1Open the app in Safari (not Chrome or another browser — it must be Safari for this to work on iPhone).
2. 2Tap the Share button — the square with an upward arrow, at the bottom of the screen on iPhone, or at the top on iPad.
3. 3Scroll down the list of options and tap "Add to Home Screen".
4. 4The app name will appear. Tap Add in the top-right corner.
5. 5Go to your home screen. You will see a new icon called "Hearing Club". Tap it to open the app — it now opens full-screen, like a normal app.

On an Android phone

1. 1Open the app in Chrome on your Android phone.
2. 2If you see a gold "Install the app" button on screen, tap it and then tap Install. You are done!
3. 3If there is no button, tap the three dots ⋮ in the top-right corner of Chrome.
4. 4Tap "Install app" or "Add to Home screen" from the menu.
5. 5Tap Install. The app icon will appear on your home screen — tap it to open the app in full-screen mode.

• If you cannot find the option, go to the install guide page inside the app — it will detect your phone type and show the right steps.
• Need a hand? Call us on 0191 5111 878 and we will talk you through it.

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10. Getting help from the team

We are real people and we are always happy to help — whether it is a question about your hearing aids, a problem with the app, or anything else at all. You are never on your own.

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