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PhysioNow support

PhysioNow is Ascenti's free exercise app, allowing you to access your rehabilitation program through the app, or on a web browser.

To find out more about how to use PhysioNow or to troubleshoot any problems, please take a look through the frequently asked questions below.

If you can't find the answer to your question or you're still experiencing problems, please get in touch by calling 0330 678 0850 or emailing physionow@ascenti.co.uk.

Getting started

Introduction to PhysioNow

PhysioNow lets you quickly and conveniently access home exercise programs created by your physiotherapist.

To open your exercise program inside PhysioNow, you first need an access code. You will receive your access code directly via email once you have booked your first appointment with us.

You can download PhysioNow for iOS or Android or alternatively visit physionow.ascenti.co.uk


 

What do I need to use PhysioNow?

PhysioNow downloads your exercise program over the Internet.

This means that you need one of the following to access your exercise program:

  • A computer with an Internet connection and a web browser
  • An Apple device running iOS 8 or newer
  • An Android device

For iOS and Android, you will need to go to your App Store or Play Store respectively to download the free app.

iOS

  • Go to your App Store
  • Search "PhysioNow"
  • Tap the download icon (the cloud)
  • Open your app and select "Access your program" (bottom of the screen)
  • Enter your access code provided to you by your clinician to retrieve your program

Android

  • Go to your Play Store
  • Search "PhysioNow"
  • Tap the "Install" icon
  • Open your app and enter your access code provided to you by your clinician to retrieve your program, and tap "Login"

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Accessing your program

How do I get an access code?

You will receive your access code directly via email once you have booked your first appointment with us. 

I forgot my access code

  • Click on "I don't have an access code"
  • Choose one of the options

If you never received an email with your access code, please call 0330 678 0850 or email physionow@ascenti.co.uk. 

My program isn't updating on the app

If you open PhysioNow on your iOS or Android device, and you notice that your program hasn't been updated, it could be that you are still logged in to your old program.

To access your new program:

  • Open PhysioNow on your iOS or Android device
  • Go to Preferences
  • Click on "Sign out" to sign out of your current program
  • Sign in with your new access code

My year of birth isn't being accepted

If you are asked to enter your year of birth and you are unable to login even if you provide a correct year of birth, then it is likely we have entered your year of birth incorrectly.

Please email physionow@ascenti.co.uk or call 0330 678 0850 so that we can correct this in PhysioNow.

My program

Can I pause my program?

You cannot pause your program yourself.

However, you can ask Ascenti to end your program and restart it at a later date.

What are sets, reps, hold and other parameters?

When completing an exercise on PhysioNow, your practitioner may have enabled tracking to monitor how much of an exercise you have completed.

Different exercises require different techniques, for example, a cardio exercise may be a matter of completing the exercise for a certain duration, at a certain intensity.

If you are in doubt, please always ask your physiotherapist for clarification.

In general:

  • Reps / Repetitions: The amount of time that an exercise needs to be repeated.
  • Sets: The amount of time that the entire exercise, with all of its repetitions, needs to be repeated.
  • Hold: The amount of seconds (or minutes) that you need to hold a certain position.
  • HR Max: The maximum heart rate.
  • Duration: The length in minutes that you need to be doing this exercise. This is usually used for cardio exercises such as running or swimming.

Can I report adherence on exercises other than today?

No, exercises can only be completed on the day they are assigned. 

How can I print my program?

PhysioNow for web

  • Access your exercise program
  • Go to Preferences > My program
  • Select the weeks that you want to print
  • Click the "Show printable version" button to see a print-friendly version of your program, that you can then print from your browser.

PhysioNow for iOS

  • Access your exercise program
  • Go to Preferences > My program
  • Tap on the Actions button in the top right
  • Enter your email address, and you will receive an email with a printable PDF version of your exercise program.

What is a pain alert?

A pain alert is a way to signal pain to your treating health care provider.

Your physiotherapist will be alerted that there's a new pain alert, and can log in to see what's going on.

Pain alerts are an important part of PhysioNow because it allows your physiotherapist to adjust your program if it is causing you pain.

What is the difference between the various pain levels?

Pain is subjective, so please use your best judgment when reporting your pain levels after each exercise.

PhysioNow logs this information to help your physiotherapist fine tune your program for your best possible outcome. 

When is an exercise marked as "Completed"?

An exercise is marked as "Completed" when you've completed all the sets, reps and other assigned parameters (e.g. weight) for the exercise.

If you are having trouble completing your exercises, please talk to your physiotherapist about adjusting your exercise program.

Where can I buy the required equipment for my exercises?

Please ask your physiotherapist where you can buy the equipment that you need for your exercises. 

If I've reported adherence for an exercise, can I go back and change this later?

No, you can only report adherence on the day that an exercise has been assigned to you.

We do this to allow your physiotherapist to get the most accurate view of your progress as possible.

My program isn't updating on the app

If you open PhysioNow on your iOS or Android device, and you notice that your program hasn't been updated, it could be that you are still logged in to your old program.

To access your new program:

  • Open PhysioNow on your iOS or Android device
  • Go to Preferences
  • Click on "Sign out" to sign out of your current program
  • Sign in with your new access code

Can I change the dates of my program?

It is not possible to change the dates of your program. 

Please speak to your physiotherapist or contact Ascenti if you feel that your program needs to be adjusted. 

Can I log in to my program from different devices at the same time?

Yes, you can access your program from different devices at the same time. 

PhysioNow FAQs

Is my information treated securely?

Yes, your data is treated securely.

PhysioNow is owned and operated by Ascenti, a UK company which adheres to strict privacy regulations. Your data is protected by our Privacy Policy.

PhysioNow is regularly tested for security and built with solid engineering principles. An ISO 27001 certified security consultancy company tests our systems for a high-security standard.

My Android device claims that my device is incompatible

PhysioNow for Android supports a wide range of devices, as long as they are Android 4.1 or newer (API level 16).

If you get an error in Google Play that your device is not compatible (and you know for a fact that it is not), it is likely because something jammed in your device (like Google Play Services cache or Google Play itself). 

In this case, restarting the device and/or clearing/restarting the Google Play Services cache usually helps. 

There is no sound on the videos

Please check that your computer, tablet or smartphone is not muted.

All PhysioNow videos have clearly narrated instructions with the exception of our cardiovascular exercises. 

If you are viewing exercise videos which were added by your practitioner, these may not have sound added to them. In that case, please check this by either asking your physiotherapist or getting in touch with Ascenti. 

How can I print my program?

PhysioNow for web

  • Access your exercise program
  • Go to Preferences > My program
  • Select the weeks that you want to print
  • Click the "Show printable version" button to see a print-friendly version of your program, that you can then print from your browser.

PhysioNow for iOS

  • Access your exercise program
  • Go to Preferences > My program
  • Tap on the Actions button in the top right
  • Enter your email address, and you will receive an email with a printable PDF version of your exercise program.

What exactly does my physiotherapist see?

Your physiotherapist uses a platform call Physitrack (the practitioner version of PhysioNow) to design your home exercise program and track your progress.

As a result, he/she will see when you've logged in, which exercises you completed, which exercises you haven't completed, and all related messages and pain levels.

All your data is treated and protected in accordance with our Privacy Policy.

How do I enable and disable exercise reminders?

PhysioNow for web

  • Access your exercise program
  • Go to Preferences > Reminders
  • Check (or uncheck) the box to send reminders
  • If you want to receive reminders, make sure that you have entered an email address or phone number.

PhysioNow for iOS

  • Access your exercise program
  • Go to Preferences > Reminders
  • Switch on (or off) the switch to send a reminder to complete exercises
  • If switched on reminders, you can choose different times at which you can be reminded to do your exercises

How do I get in touch with a problem?

Sometimes things go wrong. 

We're here on the other end of the phone or email to help you out. But to get the quickest resolution and avoid a game of email tennis, here are a few requests we have to you to ensure we can assist you as efficiently as possible. 

  • Ensure you have checked with your Physiotherapist first to find out if your program may have expired, or they have changed your program.
  • State the problem. eg. "PhysioNow does not recognise my access code." 
  • Let us know how you usually access your program and if you have had the same problem with your other portals. As you know, PhysioNow can be run on a web browser, an iOS app and an Android app. The more details you can tell us the better. E.g. "I usually access PhysioNow on my iPhone via the app but for some reason this has stopped working."
  • Take a screenshot or video of the problem. With so many different laptops, computers, smartphones, tablets and operating systems in the world comes even more potential sources of error. If you are receiving a pop up, a warning, an irregular behaviour on our platform, the more visuals you can send us the better. Most hardware devices these days have the facility to take a screenshot (a picture of your current screen) and even a video. If possible, please try and send this with your email. This greatly helps us and our developers to assist you. If you are unsure how to take a screenshot, use your web browser to search for "How to take a screenshot on a XXXXXXX".  
  • Send your email to physionow@ascenti.co.uk


** Many technical issues resolve when a software upgrade is installed on your device. Although these upgrades can seem annoying, they are vital to ensuring your device is best protected from any threats, and that all the systems running on your hardware are able to do so most efficiently. So when your computer, smartphone or tablet informs you of these upgrades, be sure to allow them. ** 

Go to the "Settings" menu on your hardware to check if there are any software upgrades to install.

If I go on holiday, will PhysioNow still work?

Yes. PhysioNow works worldwide as long as you have access to an Internet connection and a reasonably modern computer, tablet or smartphone.

If I travel abroad, can I change my timezone?

For most accurate results, it's important that the timezone of your computer, tablet or phone are accurate.

PhysioNow for iOS & Android

The timezone is inherited from the timezone to which your device is set.

PhysioNow for web

  • Access your program
  • Go to Preferences > Settings
  • Choose the correct timezone. Your change is automatically saved.