aTouchAway Frequently Asked Questions


Q: What is the aTouchAway Application?

A: aTouchAway (by Aetonix) is an easy-to-use mobile application that connects everyone involved in an individual’s care. The app makes it simple to communicate and securely share health information.

Q: What Functions are available with aTouchAway

A: The aTouchAway Free Application offers the following features:

  • Audio/video communication between contacts, including three-way conference call
  • Text messaging 
  • Communication history
  • View of online and offline contacts
  • Contact management (addition, deletion, invitations)
  • Modification of the application’s configuration
  • Delegation of the management of an account
  • Management of another aTouchAway user’s account allowing :
    • Management of account and device configuration if applicable (aTouchAway bracelet)
    • Management of contacts and emergency contacts if applicable
    • Programmed reminders
    • Notes, including file attachment
    • Consultation, proposal and editing of care plan if applicable

To learn more about how to use these features, download the aTouchAway App Complete Guide

The guide is available on the Aetonix website:

Mobile Application Questions

Q: How do I download the application to my own personal device?

A: Click here to download now (!

On the page, you will find four options.  The first option is for iOS devices (iPhone and iPad) and downloads the app from the AppStore.  The second option is for Android operating systems and will download the aTouchAway Free App from Google Play (Android). The third option is for MacOS platforms and downloads an executable file (.exe) for MacOS.  Launching the .exe file will automatically install the Free App.  Finally, the fourth option is for all devices using the Windows operating system.  The download will consist of an executable (.exe) file that when run, will install the aTouchAway Free App on the device.

Q: Which Devices are supported by the aTouchAway Application?

A: Most Android tablets and iPads are supported by the aTouchAway solution. However, the following devices are recommended for care use: Samsung Tab E, Samsung Tab S2, Samsung Tab S2, and all variety of iPads

Q: When I try to make a video call with one of my contacts, the connection is established but the image remains a black screen and I cannot hear the audio. How can I fix this?

A: This issue occurs when the internet connection of one or both participants is weak. Examples of occurrence of weak connection are using your device in an isolated area of a building such as the basement, or using your device outside of a building providing you with your wireless internet connection (WiFi). Try relocating yourself to an area where the internet connection is more accessible to your device such as open public areas of a building or closer to the internet router if you can locate it.

Q: During my video call, I can see my contact but I cannot hear them. What can I do?

A: Once the connection is established, various communication tools are available to you. One of them is the control of the output for sound: speaker or headphones. Ensure that the right output is selected. Click the output button to change the output if necessary.

Q: I cannot remember my password, what should I do?

A: Simply click “Forgot your password?” on the sign in page.

Refer to the Forgotten Password section of the complete guide for more details: aTouchAway App Complete Guide.

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