General questions
Account
I am having trouble logging in, can you help?
Please ensure that you have typed in the password correctly with the correct characters. If you have forgotten your password, please reset it.
How do I reset my password?
On the login screen, click on the ‘forgot password’ link, and follow the instructions to reset it.
How do I change my password?
You can change your password by navigating the menu > clicking on your avatar > edit profile (top right) > ‘change password’
Courses & lessons
What are the lessons?
The lessons in your course are specially designed for your job role; which allows you to learn, play and earn coins. In your lesson, you will have access to information in the form of written, visual and video content. Learning the full content of each tutorial will grant you a ‘keen learner’ badge. Once you have digested the content in your tutorial, you can then move on to the quiz to test your knowledge. You will need to answer 60% of the questions completely in all lessons to unlock the checkpoint quiz.
What is the checkpoint?
The checkpoint will contain a compilation of random questions from previous lessons. You will begin with three lives and have to answer the questions correctly to pass the checkpoint. Every wrong answer will cost you one life. When all three lives are gone, you will have to restart the quiz.
How does the leaderboard work?
The leaderboard shown on your profile indicates the ranking of your performance as well as your colleagues. It is calculated by totalling the heartbeats. The points you have accumulated through heartbeats are totalled and used to calculate the positioning on the leaderboard.
Belgrave coins
What are Belgrave coins?
The Belgrave coins will be awarded to you once you have taken part in the quizzes. The number of coins awarded will be determined by how well you have done in the quiz. You can use your Belgrave coins to buy rewards in the shop which will be approved or rejected by your manager. Coins are awarded depending on your score, you’ll need to achieve 100% in order to obtain the full award.
I don’t seem to be awarded coins after completing a lesson?
Lessons only award coins after successful completion, i.e. pass and above, and are not awarded again unless you get a higher score (up to the maximum of 100% correct). If this is not the case, please contact support for further help.
How to buy your rewards?
Once you have received enough coins you can visit the rewards shop. Select your desired reward and check out to send your rewards request to your manager for approval. Your manager will also be able to accept or reject rewards. You will receive a notification if your order has been rejected in your notifications page and you’ll be reimbursed back your coins.
Compliancy access
How do I get granted compliancy access?
Your manager will give access to certain staff members for the compliancy mode on the app. If you need access to this service please contact your manager. Once you are granted access to the compliancy side, a purple tab will appear at the top of the home page will appear. Simply pull down on the tab and it will automatically switch to the compliancy mode. To switch back to your home page, swipe down again.
What is the checklist?
The checklist is a functionality that will allow you to check assigned tasks that will form into a compliance report. If your manager has assigned you a task, the task will appear in your calendar. Here you will be able to keep up to date on daily tasks, and check the status of incomplete and complete tasks. To mark a task as complete, swipe to the right and click submit. If a task is marked complete incorrectly, you can swipe right until ‘uncheck’ appears and click submit. To leave a comment, swipe left.
How do I use the document scanner?
When you have opened up the document scanner, there will be a camera icon at the bottom of the page. Click on this icon to either take a new picture or add an existing image from your phone gallery. Once you have your selected picture of the document, click on accept to upload the image which will be sent to your manager for approval.
Reporting issues
Why does this app not work on my Android phone?
At the moment, the app is only suitable for Apple devices. We are in the process of making this app available to all devices.
How do I report a bug?
If you have any problems whilst using the app, you can submit your review and feedback directly through the app under ‘Ratings’. This can be accessed in the menu of the app. If you can not access the app, please email your feedback to support@luvgroup.co.uk
How do I report abuse?
If you are being abused by another staff member, please report this directly to your manager by emailing them or privately speaking to your line manager.
How do I report an issue with a question?
If you have any issues regarding a question in the app, you can submit your message directly through the app under ‘Ratings’. There is a message box where you can ask to report your issue. This can be accessed in the menu of the app.