Frequently asked questions
Want to know a little more about Xploro? These are some of the most frequently asked questions people have.
Whether you’re a parent whose child is using Xploro for the first time, or you work at a healthcare organization, you’ll find technical information, answers about accessibility, and learn some of the ways we protect children and their data.
For parents
Parents and caregivers, find out more here
Parents or caregivers and their child can see everything in the calendar. Your child’s healthcare organization can see anything they’ve added but cannot see anything entered by you or your child.
You, your child and your child’s clinicians can all add events to your child’s calendar.
You’ll find options for your child’s calendar on the dashboard of the parent portal. Simply click the ‘Add event for …’ button and enter the details of the event in the popup window.
To access and use the app, the child’s device must meet the following minimum specifications:
- iPad / iPhone: iOS 13.0 or later
- Android tablet / phone: Android 8.0 or later with a minimum of 2GB RAM
Please note — depending on Android device, some AR functionality may not be supported due to camera and hardware limitations. This is because of Google’s minimum specifications required for AR content rather than the Xploro app configuration and implementation.
The Xploro app link code can be found in the parent portal, on the dashboard. We will also email this to you when you complete registration. Look out for our email with the title: Welcome to Xploro — here’s your activation code.
You can amend your name, email address and child’s name in the parent portal by clicking the 3 line menu icon and clicking Account.
N.b. If you change the email address associated with your account, you will need to login with it from that time on, and will no longer be able to use your previously registered email address.
Simply go to portal.xploro.health or click ‘Sign In’ in the top right corner.
Now click Forgotten your password? and follow the instructions on screen.
You can download Xploro in the Apple app store or Google Play store simply by searching for Xploro.
We’ll also email you app store links when you register and you can find a QR code in the parent portal by clicking Get the Xploro app on the dashboard
Simply go to portal.xploro.health or click ‘Sign In’ in the top right corner then login either using single sign-on (with an existing Google, Facebook or LinkedIn account) or the email address and password you registered with.
If you register using the single sign-on method i.e. with an existing Google, Facebook or LinkedIn account, you can access the parent portal immediately once you’ve entered your child’s name and given Xploro the permissions we need to provide you our service. You will be presented with an on-screen app link code to enter in your child’s Xploro app, as well as a QR code and download links for the app stores, which we will also email to you.
If you register using your email address, we will send you an email with the title: Welcome to Xploro – complete registration. Simply follow the instructions to activate your account. When you’ve done that we’ll email you an app link code to enter into your child’s Xploro app as well as a QR code and download links for the app stores.
Be sure to check your junk folder if you can’t find your Xploro emails.
Yes, your child will still be able to access Xploro on their registered device.
Yes, all written text can be spoken aloud by turning on Text to Speech in the app settings, just go to Menu > Settings.
Xploro is currently available in UK and US English, Spanish and Latin American Spanish and Chichewa with more languages coming soon.
Yes, parents or caregivers can use the parent portal to add events to their child’s calendar and manage the content they can access. You will also find important information under the Your hospital visit section, things like the hospital’s address, phone numbers, useful links, and, if they have added them, useful downloads or videos.
You can do this by logging into your parent portal and navigating to ‘Report an Issue’ in the menu: portal.xploro.health/report
The chatbot recognises that there are certain questions that no chatbot should attempt to answer, in these cases the child is referred to a human — their doctor or caregiver.
Yes, your child can play multiplayer games with others who are receiving treatment at the same hospital. However, your child is not able to chat with others via the platform
No, there are no opportunities for free text within the Xploro app. Avatar names used in multiplayer gaming are computer generated so no personally identifiable information can be shared.
Find out how how our content is developed, managed, and validated at portal.xploro.health/trust
Find out how we use data at portal.xploro.health/app-privacy
Patients and their families never have to pay for Xploro as it has already been purchased by their healthcare provider.