Support BBrain Portal

Below you will find answers to the most frequently asked questions about using the BBrain Portal and the BBrain Portal App.

Login and registration

  • Use the ‘Forgot Password’ function to set a new password.
  • Check whether you have created an account via the registration email that is sent when installing the BBrain Family.
  • Note: an account on shop.bbrain.eu is not the same as an account for the BBrain Portal.
  • Check if you have entered the correct email address.
  • Look in your spam or junk mail folder.
  • Contact info@bbrain.eu to have your duplicate account removed or merged.

Issues with calendar, photos, and messages

  • Check in the ‘Overview’ tab whether the appointment has been sent.
  • Make sure the appointment was sent to the correct clock (see the name in the white bar on the home screen).
  • Ensure that the clock is connected to a stable Wi-Fi connection.
  • Check if the clock is online: click on the ‘Video Call’ tile → if it says ‘clock offline’, there is no connection or the clock is turned off.
  • Restart the clock.
  • Check in Account Management whether the subscription is active.
  • Check in the ‘Overview’ tab whether the photos are marked as ‘sent’.
  • Make sure both the clock and your device are online.
  • Check if the clock is online: click on the ‘Video Call’ tile → if it says ‘clock offline’, there is no connection or the clock is turned off.
  • Only send supported file formats (.jpg, .png).
  • Check that you are logged in correctly and sending to the correct clock (see the name in the white bar on the home screen).
  • Note: the BBrain Family has a photo limit of 250 photos (this may be lower in the settings).
  • Delete old photos if necessary to free up space.
  • Check that the app has permission to access the camera.
  • Check in the ‘Overview’ tab whether the message has been sent.
  • Make sure you are logged in correctly and sending to the correct clock (see the name in the white bar on the home screen).
  • Check if the clock is online: click on the ‘Video Call’ tile → if it says ‘clock offline’, there is no connection or the clock is turned off.

Issues with video calling

  • Video calling is not available with a Basic subscription.
  • Check the ‘Video Call’ tile to see how many minutes are still available.
  • Check if the clock is online: click on the ‘Video Call’ tile → if it says ‘clock offline’, there is no connection or the clock is turned off.
  • Go to the ‘Relatives’ tile and see if you have permission to make video calls.
    • Are you not an administrator? Ask the administrator to grant you the rights.
  • Both parties must have a stable internet connection (preferably not on the same network).
  • Check that the app has permission to use the camera and microphone (via your phone settings).
  • Turn off focus or Do Not Disturb mode on your device.
  • If necessary, delete and reinstall the app (iPhone) or clear the cache (Android).

Issues with the app or interface

  • Log out and log back in.
  • If necessary, delete and reinstall the app (iPhone) or clear the cache (Android).
  • Check that you are logged in with the correct email address.
  • See if a clock is still linked (check the white bar on the home screen).
  • Verify in Account Management that the subscription is still active.