Frequently Asked Questions 常见问题解答

We’d love to hear from you! You can submit feedback to support@ginkgo.health. 我们很乐意听到您的反馈！您可以将意见发送至 support@ginkgo.health。

Make sure your internet is working and the app is up to date. If it’s still not working, try restarting your device. If you need more help, you can reach out to our support team at support@ginkgo.health. 请确保您的网络正常且应用程序是最新版本。如果仍然无法运行，请尝试重启设备。如需更多帮助，您可以联系我们的支持团队：support@ginkgo.health。

It is recommended to use bigger screens like iPad, Mac or TV projection. iPad is the best device for Ginkgo Active, as it is big enough, portable, and easy to be placed at the best spot to your exercises. 建议使用更大的屏幕，如 iPad、Mac 或电视投影。iPad 是使用 Ginkgo Active 的最佳设备，因为它足够大、便携，且易于放置在您锻炼的最佳位置。

If you want to project your screen onto the TV: 如果您想将屏幕投影到电视上：

Of course! Ginkgo Active is developed with the goal of exercising anywhere, anytime. Professor Ginkgo will adjust your training session based on what's available to you during the trip, so you can always get the most effectiveness out of your exercises. 当然可以！Ginkgo Active 的开发目标就是让您随时随地进行锻炼。Ginkgo 教授会根据您旅行期间可用的设备调整训练课程，确保您始终获得最佳的锻炼效果。

1. In Ginkgo Active, press the "Navigation Menu" button. 在 Ginkgo Active 中，点击“导航菜单”按钮。
2. Go to "My Gym" under the "Private Island" location. 在“私人岛屿”位置下，进入“我的健身房”。
3. Press the "Pencil" icon inside the box for "Today's Equipment". 点击“今日设备”框内的“铅笔”图标。
4. Remove any equipment that you cannot currently access. 移除您目前无法使用的任何设备。

Simply contact Professor Ginkgo anytime by going to his office, and he will be more than happy to adjust the rest of your current exercise prescription accordingly. 只需随时前往 Ginkgo 教授的办公室联系他，他将非常乐意对您当前的剩余运动处方进行相应调整。

1. In Ginkgo Active, press the "Navigation Menu" button at the top left of your screen. 在 Ginkgo Active 中，点击屏幕左上角的“导航菜单”按钮。
2. Go to "Professor Ginkgo's Office" under the "Ginkgo Center" location. 在“Ginkgo 中心”位置下，进入“Ginkgo 教授的办公室”。
3. Press the health category that you wish to make adjustments to. 点击您希望进行调整的健康类别。
4. Enter the adjustments for your health profile. 输入对您健康档案的调整信息。
5. Press the "Save" button. 点击“保存”按钮。

Your virtual gym in Ginkgo Active can be upgraded as you upgrade your home gym! Professor Ginkgo will expand the list of exercises that you can access when you add new equipment. 当您升级家庭健身房时，您在 Ginkgo Active 中的虚拟健身房也可以同步升级！当您添加新设备时，Ginkgo 教授会扩展您可以进行的锻炼列表。

1. In Ginkgo Active, press the "Navigation Menu" button at the top left of your screen. 在 Ginkgo Active 中，点击屏幕左上角的“导航菜单”按钮。
2. Go to "My Gym" under the "Private Island" location. 在“私人岛屿”位置下，进入“我的健身房”。
3. Press the "Equipments" icon on the left side of your screen. 点击屏幕左侧的“设备”图标。
4. Add any new equipment that you own. 添加您拥有的任何新设备。
5. Press the "Save" button. 点击“保存”按钮。

This may happen when Silent Mode is turned on, or when the volume inside the app is muted. Try increasing the volume in the "Settings" panel in Ginkgo Active, or turning off Silent Mode on your device. 这可能是由于设备开启了静音模式，或者应用内的音量被静音。请尝试在 Ginkgo Active 的“设置”面板中调大音量，或者关闭设备上的静音模式。

Our bodies and how we feel can change frequently due to many factors in our daily lives. No need to worry though, as Professor Ginkgo will make the respective adjustments to your training sessions on the spot based on the information you share with him. 由于日常生活中的多种因素，我们的身体状况和感受会经常变化。不过无需担心，Ginkgo 教授会根据您与他分享的信息，当场对您的训练课程进行相应调整。

We require information such as your gender, age, weight, fitness habits, and any existing injuries or medical conditions to design a personalized workout plan tailored to your needs, ensuring both safety and optimal results. 我们需要您的性别、年龄、体重、健身习惯以及任何现有的伤病或医疗状况等信息，以便为您设计量身定制的锻炼计划，从而确保安全和最佳效果。

Absolutely! Your privacy is our top priority, and we strictly comply with PIPEDA regulations to protect your personal information. For more details, please visit our Privacy Policy. 绝对安全！您的隐私是我们的首要任务，我们严格遵守 PIPEDA 法规来保护您的个人信息。了解更多详情，请访问我们的隐私政策。

Redoing the assessment within the initial 28 days is not supported, as your results are essential for creating your personalized 28-day prescription. 不支持在最初的 28 天内重新进行评估，因为您的测试结果对于制定您专属的 28 天处方至关重要。

After 28 days, you'll be able to conduct a reassessment to update your fitness levels and ensure your next prescription aligns with your progress. 28 天后，您将能够进行重新评估，以更新您的体能水平，并确保您的下一个处方符合您的进度。

No, because Ginkgo Active adjusts your prescription based on your feedback to the exercises in real time and so needs to stay connected via wifi at all times. 不可以。因为 Ginkgo Active 会根据您对运动的实时反馈调整您的处方，因此需要始终保持 Wi-Fi 连接。

We offer a range of workouts, including balance, strength, cardio, and functional training. You can browse the exercise list every time before you start a workout session. 我们提供各种类型的锻炼，包括平衡、力量、有氧和功能性训练。您可以在每次开始锻炼课程之前浏览运动列表。

Absolutely! Prof Ginkgo will generate prescriptions based on your profile and assessment results. Users of all levels, from beginner to advanced, are welcome to Ginkgo world. 绝对适合！Ginkgo 教授将根据您的个人资料和评估结果生成处方。欢迎从初学者到高级锻炼者的所有级别用户加入 Ginkgo 世界。

We recommend consulting with your healthcare provider before starting any exercise program, especially if you have an injury or a medical condition. Please report any injuries and/or medical conditions to Prof Ginkgo during the assessment process. As the result, your prescription should include gentle exercises that may be more suitable for those with physical restrictions. 在开始任何运动计划之前，特别是如果您有伤病或医疗状况，我们建议咨询您的医疗保健提供者。请在评估过程中向 Ginkgo 教授报告任何伤病和/或医疗状况。因此，您的处方将包含可能更适合身体受限人士的温和运动。

There is no need to do the exercise more times than prescribed because you will have opportunity to practice that exercise (or something similar) again later. 没有必要超出处方规定的次数进行锻炼，因为您稍后将有机会再次练习该运动（或类似的运动）。

Invitation codes provides special offers to Ginkgo Active subscriptions like discounted pricing or free subscription periods. 邀请码可为 Ginkgo Active 订阅提供特别优惠，例如折扣价或免费订阅期。

If you are a new user, you can enter your invitation code on the payment screen by clicking the "Enter a subscription or family code" button. 如果您是新用户，可以通过点击“输入订阅或家庭验证码”按钮，在支付页面输入您的邀请码。

If you are already subscribed to Ginkgo Active, you go to your account settings and press the "Change payment plan" button to enter your code. 如果您已经订阅了 Ginkgo Active，您可以前往您的账户设置，然后点击“更改付款计划”按钮来输入您的验证码。

Great to hear that you're starting to exercise alongside your family members! You can enrol in the same family plan with your family code. 很高兴听到您开始与家人一起锻炼！您可以使用您的家庭验证码加入同一个家庭计划。

If you are a new user, you can enter your family code on the payment screen by clicking the "Enter a subscription or family code" button. 如果您是新用户，可以通过点击“输入订阅或家庭验证码”按钮，在支付页面输入您的家庭验证码。

If you are already subscribed to Ginkgo Active through either an individual plan or a family plan, you will first need to cancel your subscription first in the settings of your device. Once you have cancelled your current Ginkgo Active subscription, go to your account settings in app and press the "Change payment plan" button to enter your code. 如果您已经通过个人计划或家庭计划订阅了 Ginkgo Active，您需要先在设备的设置中取消订阅。取消当前的 Ginkgo Active 订阅后，转到应用内的账户设置，然后点击“更改付款计划”按钮来输入您的验证码。

It's sad to see you leave the Ginkgo World :( Remember, your private island and Professor Ginkgo will always be waiting for your return so we can serve you again. 很遗憾看到您离开 Ginkgo 世界 :( 请记住，您的私人岛屿和 Ginkgo 教授将永远等待您的归来，以便我们能再次为您服务。

To cancel your subscription: 要取消订阅：

1. Go to "Settings" on your device. 转到您设备上的“设置”。
2. Select "Apple ID" then "Media & Purchases" then "Subscriptions". 选择“Apple ID”，然后选择“媒体与购买项目”，再选择“订阅”。
3. Select Ginkgo Active. 选择 Ginkgo Active。
4. Press the "Cancel Subscription" button. 点击“取消订阅”按钮。

Of course! You can log out from your account in the app to allow other members to sign in. Their data will be automatically loaded. 当然可以！您可以在应用中退出您的账户，以允许其他成员登录。他们的数据将会自动加载。

You will be able to invite two family members onto your family plan: 您将能够邀请两名家庭成员加入您的家庭计划：

1. In Ginkgo Active, press the "Navigation Menu" button. 在 Ginkgo Active 中，点击“导航菜单”按钮。
2. Press the "Settings” button at the bottom of the Navigation Menu. 点击导航菜单底部的“设置”按钮。
3. Press the "Account" tab. 点击“账户”选项卡。
4. Under the "Family Member" box, press the "Add Member" button. 在“家庭成员”框下，点击“添加成员”按钮。
5. Select your relationship with this family member. 选择您与该家庭成员的关系。
6. A family code will be generated, share this code with your family member. 系统将生成一个家庭验证码，请与您的家庭成员分享此验证码。
7. The member will be added to your family plan once they enter the family code by pressing the "Enter a subscription or family code" button. 成员点击“输入订阅或家庭验证码”按钮并输入家庭验证码后，即可加入您的家庭计划。

For more information, please see FAQ: I received a family code to enrol in the family plan. 获取更多信息，请参阅常见问题：我收到了一个家庭验证码，用于加入家庭计划。