Connecting to the Family Space

Welcome to the Family Space, a place where you can communicate with your loved ones, consult information about the facility and much more!

If you have any questions, don't hesitate to contact your facility or clinic to help you with the process.

The family Space is available via a web browser or a mobile application. Usage may differ depending on the medium used. If this is the case, we will be sure to mention it.

Log on now to chat with your loved one!

USE

1. Sign up

To create an account, you must be invited either :

  • By the facility where your relative resides, or
  • By your relative in the facility if he or she is equipped with e-lio simplified multimedia (TV or tablet), or
  • By someone who is already connected to your loved one on their family application.

You will have to complete the registration yourself:

  • If you have received a family code, create your account by following the First visit, described in 1.1.
  • If you have received an email asking you to finalise your account, all you need to do is set your password (see Finalise your account by setting your password)

1.1. Registration with a family code - First visit

If you don't have an account, but you have the Last Name and Family Code details of a relative in care, you can create your own account.

  • Click on First visit from the login page
  • Enter your family member's Last Name and the Family Code that has been sent to you.
  • Enter your Last Name, Name, and Email
  • et your password and confirm it
  • Then click on the link in your inbox: your account is validated! Now all you have to do is log in (see the Sign in / Loginsection).

Tip: The family code is a 7-character code made up of numbers and letters. It is different from your password.

1.2. Finalise your account by setting your password

You have received an email inviting you to set your password to join your relative's family:

  • Click on the link in your email,
  • Choose a password, then confirm it. The password must contain at least 6 characters, including 1 number and 1 capital letter.
  • Confirm: your account has been created and all you need to do is log in.

2. Sign in / Login

After registering, you now have a family account. To log in, you need to enter :

  • Your username or email address, and
  • Your password

You can connect to the application available on your phone and on the website. The invitation emails you have received contain a link to download the application on Android or iOS.

Tips:

  • If you haven't received an email, check your SPAM folder.
  • Tick the Remember me box so that you don't have to enter your email address and password every time you log on!

3. Password forgotten?

If you have forgotten your password, click on Password forgotten? on the login page and enter the email address associated with your account.

An email will be sent to your inbox. Follow the steps below to set a new password:

  • - Click on the link provided in the email,
  • A form will open and you will be asked to enter your password,
  • Confirm your input,
  • Confirm: your password has been set, now all you have to do is log in!

The password must contain at least 6 characters, including a capital letter and a number.

Tip: If you haven't received an email, check your SPAM folder.

GENERAL FAQ

arrow 1. I can't find the application / I want to install the application

The family app is available on the Android and iOS application stores:

Please note that the application available from web browsers is only available for managing your contacts. Calls cannot be sent from this interface.

arrow 2. I can't log in

Check that your internet connection is good. Either by activating your WiFi, or by activating your 4G (mobile data).

See section Informations générales sur l’utilisation de votre téléphone General information on using your phone > How to connect to WiFi or How to activate mobile data..

arrow 3. Why activate permissions when the application is first opened?

Several permissions must be authorised when downloading the application. These allow all the services offered in the application to function properly.

  • Receive notifications: To be informed, via a notification, when a new message or new information from the establishment is shared with you.
  • Micro(phone) / Audio : To activate the sound when receiving a video/audio call or a voice message, and to be heard when recording an audio message or making a call.
  • Camera (photo and video): To activate your camera so that the person you are talking to can see you, and access live photo-taking when writing a new message.

arrow 4. My password does not work

Check that your username/email address and password match those you used to create your account.

Be careful! Sometimes spaces can be inserted when you enter text.

SIf your password doesn't work after several attempts, don't hesitate to set a new one (see Password forgotten?).

arrow 5. I haven't received an email to activate my account or set my password

You need to finalise your account using the link you receive in an email. Sometimes, this email can be found in your spam.

If you do not find this email, please contact your facility.

arrow 6. When I confirm my login details, I get a message telling me that I no longer have any relatives associated with me.

If you can't log in even though you have the correct email address, username and password, there are two possibilities:

  • The facility or family contact has removed you from the contact list. Contact them directly to be invited back.
  • The relative left the facility 5 months ago and his/her account has been deleted. In this situation, all the relative's contacts will no longer be able to connect to the Family Space.

If you were connected to several families/relatives, you will still be able to log in, but the space for the relative whose account has been deleted will no longer be accessible.

arrow 7. Do I need to tick the remember me box?

This feature saves your username and password and allows you to connect to the application without having to re-enter this information. Please only use this feature on a personal computer or phone.

arrow 8. How can I change the default language for my application?

Select the default language for your family application by clicking on the language drop-down menu at the foot of the Korian Family website.

MOBILE FAQ

arrow 1. How do I go to my phone settings?

Android phones: Manage your Google settings - Google Account Help

Apple phones: Control access to information in apps on iPhone

arrow 2. How can I find out the version of my phone?

Android phones: Check & update your Android version

Apple phones: Find the software version on your iPhone, iPad or iPod touch

arrow 4. How do I activate mobile data (4G)?

Be careful! This option may be subject to charges depending on your mobile operator.

Android phones: How to activate mobile data on Android ?

Apple phones : Use mobile data on your iPhone or iPad

arrow 5. How do I uninstall an application?

Android phones: Delete, disable & manage unused apps on Android

Apple phones: Delete apps on your iPhone, iPad and iPod touch

arrow 6. How do I update the application?

Android phones: How to update the Play Store & apps on Android

Apple phones: How to manually update apps on your Apple device