Order complete2022-03-31T14:14:37+00:00

Order complete!

Your order for the Memory Lane CareScreen has been placed.

Within a few minutes you will receive two e-mails from us for verification.
In the second e-mail you will see your unique code that you will need to start up your CareScreen when it arrives.

ATTENTION: If you didn’t receive de e-mails, then please check your spam folder. It’s possible that the e-mails end up there sometimes. Still can’t find them? Then please contact us via the contactform.

Below are a number of frequently asked questions that can help you get ready for your CareScreen.

How do I add multiple app users?2021-10-26T12:34:47+00:00

If you would like to connect multiple Memory Lane app users, you can follow the steps below.
The CareScreen administrator is the person who first downloaded and installed the app on their phone and took care of the configuration of the CareScreen.
The administrator is linked to the Memory Lane CareScreen and can add other app users by completing the following steps:

  1. Go to the app.
  2. Press the “Memory Lane” icon.
  3. In the window that appears, click on “Relation Management”
  4. Press “Send Invitation” at the bottom of the screen.
  5. Press “role” (at the top of the screen) to indicate what the connection is.
  6. The QR code shown can be scanned by the new app user.
  7. In the top right corner of the opening screen, you will find the menu. By clicking on the menu, 4 options will follow, including “scan QR codes.” By clicking on this, your camera will be activated, and you can scan the shown QR code. This will connect you to the CareScreen.
  8. If the new app user is not around, the QR code can be shared with the new app user via WhatsApp or e-mail. The administrator can do this by pressing “share” in the app after step 5.
  9. After scanning the code, the new app user will be visible in the “image call” screen on the care display.

How do I add a new app user?2021-10-26T12:34:42+00:00

When you start up the Memory Lane CareScreen for the first time, a step-by-step plan will be shown on the CareScreen, eventually leading to activating the CareScreen and connecting to the Memory Lane app.
If you want to link multiple app users, you can follow the steps below.
The CareScreen administrator is the person who first downloaded and installed the app on their phone and took care of the configuration of the CareScreen.
The administrator is linked to the CareScreen and can add other app users by completing the following steps:

  1. Go to the app.
  2. Press the “Memory Lane” icon.
  3. In the window that appears, click on “Relation Management”
  4. Press “Send Invitation” at the bottom of the screen.
  5. Press “role” (at the top of the screen) to indicate what the connection is.
  6. The QR code shown can be scanned by the new app user.
  7. In the opening screen, top right, you will find the menu. By pressing the menu, 4 options follow, including “scan QR codes”. By pressing this, your camera will be activated and you can scan the shown QR code. This will connect you to the CareScreen.
  8. If the new app user is not around, an activation link can also be sent to the new app user via email, WhatsApp or any other chat app. The administrator can do this by clicking on “share” in the app after step 5. There, you can then select how and with whom you want to share the activation link.
  9. After scanning the code, the new app user will be visible in the image call screen on the CareScreen.
  10. The app user will be able to see the screen of the care provider.

How do I install the Memory Lane app?2021-10-26T12:34:34+00:00

Go to the App Store or Google Play Store. Enter Memorylane Companion or Roxelane in the search box.

The App is available for download in the following countries:

  • Sweden
  • Norway
  • Australia
  • Austria
  • Belgium
  • Canada
  • China (Mainland)
  • Denmark
  • France
  • Germany
  • Hong Kong
  • Ireland
  • Netherlands
  • Spain
  • United Kingdom
  • United States of America
  • Finland
  • Japan

However, the app is only available in Dutch.

How do I connect users to the Memory Lane caregiver screen?2021-10-26T12:34:28+00:00

When you start up the Memory Lane CareScreen for the first time, a step-by-step plan will be shown on the CareScreen, eventually leading to activating the CareScreen and connecting to the Memory Lane app.
If you want to link multiple app users, you can follow the steps below.
The CareScreen administrator is the person who first downloaded and installed the app on their phone and took care of the configuration of the CareScreen.
The administrator is linked to the CareScreen and can add other app users by completing the following steps:

  1. Go to the app.
  2. Press the “Memory Lane” icon.
  3. In the window that appears, click on “Relation Management”
  4. Press “Send Invitation” at the bottom of the screen.
  5. Press “role” (at the top of the screen) to indicate what the connection is.
  6. The QR code shown can be scanned by the new app user.
  7. In the top right of the opening screen you will find the menu. Pressing the menu will give you 4 options, one of which is scan QR-codes. By pressing this button your camera will be activated and you can scan the shown QR-code. This will connect you with the CareScreen.
  8. If the new app user is not around, an activation link can also be sent to the new app user via email, WhatsApp or any other chat app. The administrator can do this by clicking on “share” in the app after step 5. There, you can then select how and with whom you want to share the activation link.
  9. After scanning the code, the new app user will be visible in the “image call” screen on the care display.

What does the help button do?2021-10-26T12:34:16+00:00

Behind the icon help button you will find 4 possibilities for help.

  1. “Direct contact”
    Below you can quickly find the people who can provide you with help.
  2. “Information home care organization”
    Here you will find all the information about your home care organization.
  3. “Play welcome movie again”
    Here you can replay the welcome video explaining the different functions of the Memory Lane CareScreen.
  4. “Memory Lane Information”
  5. Under this button, you will find a lot of information to adjust the settings of the CareScreen, among other things. To know:
    1. Change network
    2. QR Code Scanning. Here you can call up the QR code that can be scanned by the Memory Lane app to connect the CareScreen to the app.
    3. The serial number of the care display. This number is important in your contact with our support department.
    4. Adjust volume. Here you can adjust the volume of your CareScreen.
      Set Sleep Mode. You can specify when the display goes into sleep mode and turns back on.
    5. Privacy statement. Here you can reread the privacy statement.
    6. Adjust display brightness. Here you can adjust the brightness of the screen.
    7. Battery status. The battery status indicates the percentage of battery charge.
    8. Restart. With this button you can restart the CareScreen.
How does the loan work?2021-10-26T12:32:53+00:00

Our Memory Lane CareScreen you get on loan. Then you have a warranty until the end of your subscription. Is your screen not working properly? Try our step-by-step plan. Many of our customers get their screen working again. No success? Please contact our customer service via the contact form or make a callback appointment.

How does the first use of the app work?2021-10-26T12:34:07+00:00

To install the Memory Lane app on your mobile phone, you can download our app from the App Store or Google Play Store.

Once you’ve opened the app on your mobile phone, select: I want to register, at the bottom of the screen.
Enter the requested data and click on create.
With your e-mail account and your password, you can log into the app.

You will receive an e-mail with a code which you must enter in the app. Then click on ‘finish.’ The installation of the app is now complete.

How do I install the Memory Lane CareScreen?2021-10-26T12:33:58+00:00

The Memory Lane CareScreen is started by connecting the CareScreen to the electrical network and then connecting to wifi. Follow the steps plan on the CareScreen.
You are requested to retain the boxes in which the Memory Lane CareScreen is received for any future returns.

What are the payment options?2021-10-26T12:33:49+00:00

Subscription terms

In principle, you take out a subscription for one year. You can pay per month, per quarter, or per year. If you pay per year or per quarter, you will receive an extra discount on your subscription.

You can order your Memory Lane here.

How do I change my Wi-Fi network?2021-10-26T12:23:38+00:00

If you want to change your Wi-Fi network, you can do this by pushing the button “help” on the Memory Lane CareScreen and then choose “Memory Lane information.” In the upper right corner, you will find the button “change network.” Push this button, select your network, enter your password and wait until you are connected to the network. Then press “continue”.

How do I set up the Wi-Fi for the first time?2021-10-26T12:22:57+00:00

Follow our step-by-step plan when using the Memory Lane CareScreen for the first time. This step-by-step plan is shown when you start up the CareScreen for the first time. Go to the installation page to go through the different steps to connect to your wifi network.

How do I connect the Memory Lane app to the Memory Lane CareScreen?2021-10-26T12:33:22+00:00

When you start up your Memory Lane CareScreen for the first time you will be shown a number of steps you need to go through to activate your CareScreen and link it with the Memory Lane app.

If you want to add several app users, then please follow these steps.
The administrator of the CareScreen is the one that first downloads, installs the app on their phone and configures the CareScreen.
The administrator is linked to the CareScreen and can add new users through the following steps:

  1. Go to the app.
  2. Press the icon “Memory Lane”.
  3. Press “Relation management” in the following screen.
  4. Press “Send invitation” in the bottom of the screen.
  5. Press “role” (top of the screen) to pick what sort of role this person has.
  6. The QR code shown on the screen can now be scanned by the new user.
  7. In the top right of the of the main screen you will see the menu. In the menu you will find 4 options. Among these, there is “scan QR-codes”. By pressing this you will activate the camera that will allow you so scan any QR codes. By scanning a QR code you will get access to a CareScreen.
  8. If the new app user does is not able to physically scan your QR code, it is also possible to send an activation link through email, Whatsapp or another chat app. The administrator can do this by selecting the “share” option in step 5. There you can select in through which medium you want to send your activation link.
  9. After scanning of the QR code the new user will be visible in the video calling screen on the CareScreen.

   

Memory Lane can’t video call me. What should I do?2022-03-31T12:30:24+00:00

If the CareScreen cannot reach the Memory Lane app user, then there is a problem with the push messages. These should be turned on.
These are necessary to warn you that you are being called.
If you are using an iPhone, you can change this setting in settings/Memorylane/Notifications and make sure you have the following turned on:

  • Allow notifications (ON)
  • Check the boxes at Access screen, message center
  • Display on Access screen:
    • Show Always

For Android phones:

  • Settings/Apps/MemoryLane/Notifications:
    • Show Notifications: ON
    • Show in the menubar: ON
    • Banners: ON
    • Lock screen: SHOW
    • Vibrate: ON
    • App icon badges: ON
How can I restart my Memory Lane CareScreen?2021-10-26T12:46:46+00:00

If you look at the back of the Memory Lane CareScreen, there are three round holes to the right.
If you put the supplied pallet in the bottom hole and then push it to the left, you press the power button, which, after holding it for 3 seconds, gives a restart option on the screen.

Press this, and the CareScreen will restart.

How can I empty Memory Lane?2021-10-26T12:47:41+00:00

The Memory Lane cannot be emptied by the client itself. Please send an e-mail to support@mymemorylane.com together with the serial number of your Memory Lane starting with HA0……
Then the Memory Lane will be empty, and the data on it will have been deleted.

My Memory Lane CareScreen arrived broken. What should I do?2021-10-26T12:46:20+00:00

If your Memory Lane CareScreen arrives broken, please report this to us within 14 days of purchase. You can do this by filling out the <a href=”https://mymemorylane.com/contact/”>contact form</a> on our website with a description of what has broken your CareScreen. After that, we will e-mail you the following steps to provide you with a working CareScreen.

How can I transfer data from an old CareScreen to a new CareScreen?2021-10-26T12:46:10+00:00

Have you received a replacement or new CareScreen, and do you want to put the old data back on the CareScreen? Then follow the next steps:
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  • First, go through the installation process on the CareScreen until the QR code is shown.
  • Go to the Memory Lane app on the phone of the previous CareScreen administrator.
  • Go to “Change Memory Lane“.
  • Make sure current Memory Lane is selected at the top of the app on the right account, then click “Scan“.
  • Scan the QR code on the CareScreen (see step 1).
  • The pop-up will ask if you want to activate Memory Lane. click on “Yes“.
  • The screen will now be activated and the data of the previous CareScreen will be on the new CareScreen.

    How can I set up a new account number for the direct debit?2021-10-26T12:45:59+00:00

    Would you like to have the subscription collected from a new bank address? Then follow the next steps:

    • Go to the contact form on the site.
    • Fill in the name of the subscription holder and the serial number of the care display.
    • The serial number always starts with HA0 and can be found on the side of the blue box or on the back of the care display on a white sticker.
    • The serial number is always on the back of the care display.
    • Then state the new IBAN/BIC number and the name under which the account is held.
    • We will handle the rest and send you a confirmation once it has been changed.
    How do I connect to 4G?2021-10-26T12:45:48+00:00

    The Memory Lane CareScreen can be used with either Wi-Fi or 4G. It is recommended that you connect the CareScreen to a Wi-Fi signal as this is often more stable in use. If you don’t have a Wi-Fi connection, then you will be redirected to 4G. If you have Wi-Fi, but the signal is poor, you can do the following steps to make sure the CareScreen is on 4G:

    1. On the CareScreen, go to “Aid” “Memory Lane information” and click the red button “Change network”
      • In the network screen you will see the wifi signals in the neighborhood. At the connected network you will see a red button with disconnect, press it. The CareScreen will now automatically switch to 4G.
      • If you want to go back to the main menu, the CareScreen asks for confirmation not to set up a wifi connection. Press here “Yes”
    What do the different roles mean for me and my app usage?2021-10-26T12:45:37+00:00

    The administrator of the Memory Lane CareScreen can assign different roles to the linked persons. Below is a list of the limitations per role:

    Owner:

    With the role owner, there are no limitations in what you can do. As an owner, it is possible to change roles and change settings on the CareScreen. An owner must always be linked to the CareScreen. Otherwise, problems can arise.

    Driver:

    The caregiver is more often present with the user of the CareScreen than the owner. Therefore the caregiver has the right to adjust certain settings of the CareScreen, such as the clock and when the screensaver turns on. Actually, the caregiver can do all but three things:

    • The caretaker cannot access “relationship management“, only the owner can.
    • .

    • The caregiver cannot access the “< em> Information” on the CareScreen, this can be privacy sensitive and is therefore only accessible by the owner.
    • The caregiver cannot access “Current Memory Lane“, this is to prevent the caregiver from accessing the user’s personal information.

    Family:

    The family role is mainly meant for the younger generation in the family. The family role cannot change screen settings, nor can it access the information of the CareScreen. This means that the menu “Memory Lane” is not usable for this role.

    Guest:

    This role has the most limitations on the CareScreen. As a guest, you can send photos, make video calls, control the entertainment, see what exercises are offered, and view postcards.

    Support

    It should have few limits if support is needed but should not look into or add private stuff. Therefore they cannot add themes, albums, or photos to a photo. Also, the support role cannot send postcards. To protect the (privacy) sensitive information, a support employee can also not access “< em>Current Memory Lane” and “< em>Information“.

    What is the best thing to do with my CareScreen when I go on vacation?2021-10-26T12:45:26+00:00

    Going on holiday? Then unplug it from the wall! This is more environmentally friendly, and it will ensure that the battery of the Memory Lane CareScreen will last longer.

    A video stays black when playing; what should I do?2021-10-26T12:45:06+00:00

    If the video remains black after you select it, go back and restart the video. If the video still does not work, you can contact the helpdesk via the contact form. Please include the name of the video, and your Memory Lane care serial number to display.

    How do I enter my date of birth on an Android phone?2021-10-26T12:44:43+00:00

    We have developed a scroll menu for the day, date, and year of birth. However, this is not easily visible on all phones.

    The display of the calendar on your phone is as the picture shows. The Android version in this and your phone does not display our scroll menu. In the gray bar where the year (1900) is shown with the day and date below it, on Android, you can press the year 1900. A scrolling menu will then appear that allows you to quickly change the year. When adding photos, you will see the same calendar to enter a date. There too, by pressing the year in the grey bar, you can activate the scroll menu so you can quickly change the year.

    We are looking at a better solution for entering a (birth) date for some Android phones. This will be implemented in due course.

    How do I switch admin of the Memory Lane CareScreen?2021-10-26T12:44:30+00:00

    The Memory Lane CareScreen does not need to be reset. The solution to your problem is as follows:

      1. Press the help button on the relevant CareScreen.
      2. Go to “Memory Lane Information”.

    .

      1. Press the orange button with QR code.

    .

    1. A QR code will be visible on the screen.
    2. In the Memory Lane app go to the menu (the red square in the upper right corner with 3 horizontal bars).
    3. You select “scan QR codes“.
    4. Aim the camera at the QR code on the CareScreen.
    5. You will then receive the following message: “You are managing this Memory Lane. Do you want to activate or deactivate it?” Choose “D< em> eactivate” here.
    6. The CareScreen will ask you again to confirm if you want to deactivate the CareScreen. Press “Ja“.
    7. The CareScreen is now deactivated and can be reactivated by the new administrator.
    How do I create a new CareScreen user?2021-10-26T12:43:20+00:00

    If the Memory Lane CareScreen is not yet in use, you can create a CareScreen user in the Memory Lane app.

    1. Go to the menu. At the top right of the screen you will find a red square with dashes. Press it.
    2. Choose “wi< em> ssel CareScreen“.
    3. Bottom of the screen on the left hand side you will find the red button with “+ create“. Press this button.
    4. Step 1: Fill in the first and last name of the person who has the CareScreen at home. Press next.
    5. Step 2: Add a profile picture of the CareScreen user. You can also do this later. Press next.
    6. Step 3: Fill in
      • Enter the gender of the profile user: press the light grey bar where “male” is and a scroll menu will appear. Select the desired gender. And then choose “done”
      • enter the date of birth of the CareScreen user: press the light grey bar where it says “1-01-1900″. A scroll menu follows. Select the desired date of birth. And then select “ready“.
      • Enter the user’s role: press the grey bar marked “Family”. A scroll menu will now appear with different family roles. Select the desired role. And then choose “ready”.
    7. Press the “create” button at the bottom right of the screen.
    8. The CareScreen user has now been created and will appear under “current Memory Lane user“.
    9. Now choose “scan”. That is the red button at the bottom left of the screen.
    10. Scan the code on the CareScreen with your camera.
    11. The CareScreen will now be activated.
    12. In the app, click “next”. You will then be taken to the main CareScreen.
    13. When the connected sign, at the top right of the screen next to the menu, is green, the connection with the CareScreen has been established.
    What’s your mailing address?2021-10-26T12:43:12+00:00

    Roxelane Care B.V.
    Support department
    Cruquiusweg 1
    2102 LS Heemstede

    What can I do in the “Entertainment” menu?2021-10-26T12:42:53+00:00

    With the Memory Lane app, the CareScreen can be operated remotely. For example, a radio station can be selected, which can also be switched on or off. A movie or series can be set and turned on. The volume can be regulated. The CareScreen user does not have to do anything about this.

    What can I do in the “Discover” menu?2021-10-26T12:43:08+00:00

    Here you will find all the exercises available in the exercise environment. If you want to have specific activities done, you can make a selection from these exercises.

    What does the “progression” on the exercise dashboard mean?2021-10-26T12:42:45+00:00

    On the exercise dashboard, you will find the icon “progress.” If you press it, you can see the progress of the participation in the exercise program. You can then see if the exercises are done.

    How do I set up exercise programs?2021-10-26T12:41:02+00:00

    Press the “exercise programs” icon on the movement dashboard.
    On the next screen, you can indicate whether you want to use the automatic exercise program or whether you want to choose specific exercises.
    Furthermore, you can indicate on which days and which parts of the day the exercises will be followed by the user.
    After completing the settings of the exercise program, press save at the bottom right of the screen.

    How do I add multiple Memory Lane CareScreens that are already in use?2021-10-26T12:40:57+00:00

    The Memory Lane app administrator is the person who first downloaded and installed the app on their phone and thus activated the CareScreen.
    The administrator is linked to the Memory Lane CareScreen and can add other app users by completing the following steps:

    1. Go to the app.
    2. Press the “Memory Lane” icon.
    3. In the window that appears, click on “Relation Management”
    4. Press “Send Invitation” at the bottom of the screen.
    5. Press “role” (at the top of the screen) to indicate what the connection is.
    6. The QR code shown can be scanned by the new app user.
    7. In the opening screen of the new app user, go to the menu on the top right. By pressing the menu, 4 options follow, including “scan QR codes.” Pressing this will activate your camera and allow you to scan the displayed QR code. This will connect you to the CareScreen.
    8. If the new app user is not around, the QR code can be e-mailed to the new app user. The administrator can do this by pressing “share” in the app. Here you can share the invitation via Whatsapp, e-mail, or another medium. Please note that the code after clicking < em>“invite” has a limited validity. If the person does not click on the link within this time, they should be invited again.
    9. After scanning the code, the new app user will be visible in the “Image Calling” screen on the care display.
    How do I switch to a different CareScreen in the app?2021-10-26T12:40:49+00:00

    Suppose you are managing multiple Memory Lane CareScreens, for example, because numerous family members have a CareScreen or you are a caregiver. In that case, you can easily switch between the CareScreens in the Memory Lane app.

    In the top right corner of the app, you can press the menu. By pressing “change Memory Lane”, you will see an overview of the current screen you are connected to. Below that, an overview of the screens you can relate to.
    By clicking on the desired screen and pressing “next”, you will be connected to the desired screen.

    How do I create a QR code?2021-10-26T12:40:40+00:00

    The Memory Lane CareScreen can create the QR code. To do so press the buttons “help” and then “Memory Lane information”. The second button from top is “QR-Code”. When you press this button the QR-code will appear.

    How do I scan a QR code with the Memory Lane app?2021-10-26T12:40:03+00:00

    In the upper right corner of the Memory Lane app, you can press the menu button. A menu will appear that includes “scan QR codes.” By pressing this button, your mobile phone will enter the scanner mode. Scan the QR code displayed on the Memory Lane CareScreen or the QR code that your app administrator has created.

    Where can I find the contact form?2021-10-26T12:39:52+00:00

    Have a question for us? Let us know and fill out the contact form.

    Where can I find the return form?2021-10-26T12:39:45+00:00

    The return form can be found here.
    The following data must be entered:

    • Name and first name of the user
    • User address data
    • Telephone number where you can be reached
    • E-mail address
    • Customer number (if known)
    • Memory Lane serial number (on the back of the Memory Lane CareScreen or in the Memory Lane application)
    • Reason for Return
    • IBAN number for refund of subscription fee, if applicable
    • Explanatory remarks, if any
    How do I make a callback appointment?2021-10-26T12:39:34+00:00

    If there are any problems with Memory Lane, we are happy to call you back when you can use it. Therefore we would like to agree on a time when you are available. To make a call back appointment please use our online agenda system.

    How do I get in touch with the Memory Lane helpdesk?2021-10-26T12:39:27+00:00

    Do you have a question for us? Let us know and fill out the contact form or schedule a call back appointment with us.

    What happens to the shipping costs in case of return?2021-10-26T12:39:23+00:00

    After receiving the return form, the user will receive a shipping label from Roxelane Care. The user should stick this label neatly on the box before sending it.

    The Memory Lane care cover must be adequately packed (when returning within 14 days in the original packaging).

    What happens to my data after subscription termination?2021-10-26T12:39:11+00:00

    If your loved one has passed away or you cancel your CareScreen subscription, we will still have stored data, photos, and postcards, from your CareScreen. We will remove these from our database.

    How do I cancel my subscription?2021-10-26T12:39:05+00:00

    Is the reason for the return an early termination of the subscription within the legal trial period then applies:

    • The return request must be made within the legal reflection period (14 days after receipt of the Memory Lane)
    • The subscription will be terminated upon receipt of the Memory Lane by Roxelane Care.
    • The subscription period already paid for will be refunded upon receipt by Roxelane Care for the subscription period not yet used.

    Example:
    Memory Lane is received after 10 days, then 2/3 of the subscription fee will be refunded. Direct debit will be canceled immediately.

    • If there is culpable damage to the Memory Lane, this will be reported immediately to the user, and you will receive an invoice.
    How do I return the Memory Lane CareScreen?2021-10-26T12:38:56+00:00

    Do you wish to cancel your subscription, or is your Memory Lane care display damaged? Please download the appropriate return form, fill it out and send it by email to support@mymemorylane.com.
    All return forms can be found below.

    Several things are necessary for us to know; these will be listed at the bottom of the form.

    Sending the CareScreen.
    After receiving the return form, we will send you a shipping label to ensure that the CareScreen is sent to the correct address. You need to stick this label on the shipping box to put the CareScreen well packed.

    If it concerns a defective CareScreen and the defect is within the warranty, the shipping costs will be paid by us. If this is not the case, the costs will be settled with you in the next invoice as stated in the general terms and conditions.

    Defect: click here for form
    If your CareScreen is defective, we will be happy to solve this for you. If the defect is within the warranty, there will be no charge for this. Suppose investigation shows that the defect is outside the warranty, for example, due to culpable damage. In that case, a quotation will be made and e-mailed to you. The research costs are €40, if the screen cannot be repaired + the amount of a replacement tablet.

    If you send us your defective CareScreen, we will check whether it is a defect we can solve on the day of receipt. If we cannot fix it, the defective CareScreen will be sent to our repair partner, and we will send you a new CareScreen within 2 working days. We will receive an estimate for the repair from our repair partner if the defect was caused by culpable damage and is therefore not covered by the warranty.

    Stop your subscription within the statutory period of notice: click here for form.
    If you change your mind about purchasing your CareScreen, you must pack it properly, preferably in the original box, and send it back to us. We would also like to ask you to indicate in the form why you have changed your mind.

    Stop subscription due to death: click here for form.
    If your loved one has passed away, pack the CareScreen properly and send it to us. In this case, we still have data in our database in the form of photos and postcards, which we will remove after the subscription has ended. If you want to see this data or keep it for yourself, you can indicate this in the e-mail with the form.

    Stop subscription after subscription period: click here for form
    Suppose you no longer wish to use the CareScreen after your subscription period has ended. In that case, you should send it back to us adequately packaged. In this case, we still have data in photos and postcards in our database, which we will remove after the subscription has ended.

    Can I exchange my Memory Lane CareScreen?2021-10-26T12:38:39+00:00

    It is not possible to exchange your Memory Lane health screen. If your CareScreen is broken, you will receive a temporary CareScreen. If you accept the repair cost, the temporary CareScreen becomes your permanent CareScreen. If you do not accept the cost, you will be sent back your old CareScreen, and your temporary CareScreen will be blocked until it is received back by us.

    My CareScreen does not work. What should I do?2021-10-26T12:38:28+00:00
    1. Is the Memory Lane CareScreen connected to the mains?
      If not, connect the CareScreen to the mains. The CareScreen starts up automatically after a few seconds.
    2. If the screen remains black, but the red light is on, you should wait until the battery is at least 3% charged. The CareScreen will start up automatically after a while.
    3. If the problem is not resolved after following the above 2 steps, please contact us via the contact form or schedule a call back appointment.
    I am going to move. How do I report this?2021-10-26T12:38:21+00:00

    Please use the contact form to inform us about your address change. Please always mention the serial number of your Memory Lane care display in all your correspondence.

    How do I connect the app to the CareScreen?2021-10-26T12:37:59+00:00

    The Memory Lane application is connected to the Memory Lane CareScreen when the “connected”> sign is red. The “connected”- sign can be found in the upper right corner.

    If the connection sign is grey, there is no connection to the CareScreen. You can restore the connection by restarting the CareScreen or making sure you have an active internet connection.

    You can restart the CareScreen by pressing the button “help” and then choosing “Memory Lane information”. At the bottom right of the screen you will find the button “restart”. Pressing this will restart the CareScreen.

    How do I install the Memory Lane app?2021-10-26T12:37:45+00:00

    Go to the App Store or Google Play Store. Enter Memory Lane or Roxelane in the search box.


    The app is available to download in the following countries:

    • Sweden
    • Norway
    • Australia
    • Austria
    • Belgium
    • Canada
    • China (Mainland)
    • Denmark
    • France
    • Germany
    • Hong Kong
    • Ireland
    • Netherlands
    • Spain
    • United Kingdom
    • United States of America
    • Finland
    • Japan

    However, the app is only available in Dutch.

    How do I install the Memory Lane CareScreen?2021-10-26T12:37:39+00:00

    The Memory Lane CareScreen is started by connecting the CareScreen to the electrical network and then connecting to Wi-Fi. Afterwards follow the step-by-step plan on the CareScreen.
    You are requested to retain the boxes in which the Memory Lane CareScreen is received for any future returns.

    How do I solve Wi-Fi problems?2021-10-26T12:37:33+00:00
    1. Wifi
      Follow our step-by-step plan when using the Memory Lane CareScreen for the first time. This step-by-step plan is shown when you start up the CareScreen for the first time. Below you will find the different steps that will be followed to connect to your wifi network.
    2. Change Wi-Fi network.
      If you want to change networks, you can do this by pressing the help button on the CareScreen and choosing < em>“Memory Lane information.” In the top right corner, you will find the button < em>“change network.” Press this button, select your network, enter your password and wait until you are connected to the network. Then press “continue”
    3. Restart CareScreen.
      You can restart the CareScreen by pressing the “help” button and then choosing “Memory Lane information”. At the bottom right of the screen you will find the “restart” button. Pressing this will restart the CareScreen.
    What’s the log?2021-10-26T12:37:10+00:00

    In the logbook, you can place messages about the CareScreen user for the app users concerning mood, behavior, health, movement, clothing, etc. This keeps the circle around the CareScreen user well informed. The CareScreen user does not have access to this log.

    What functions does the “Memory Lane” menu button have?2021-10-26T12:37:04+00:00

    Under the icon “Memory Lane” various functionalities are housed, namely:

    1. “Current CareScreen”. Here you will find the data of the Memory Lane CareScreen user.
    2. “Relation management”. Here, if you are an administrator, you can invite other app users to link to the healthCareScreen using the app they have downloaded. You will find further information about this under ‘How do I add multiple app users?’
    3. “Hibernate”. Here you can set a sleep mode to turn off the care display during the night, for example, and have it start up again in the morning.
    4. “Clock”. You can choose between different types of clock displays here.
    5. “Screensaver”. Here you can set the screensaver.
    6. “Information”. Here, you will find important information about the care display. Here, you can find the care display serial number, which is important in all contacts with the helpdesk. You can also see here whether the battery of the care display is charged and whether it is connected to Wi-Fi.
    7. “Invite”. If the app user you want to add is not nearby, you can use this icon to email the QR code to the new app user so that they can remotely link to the CareScreen.
    8. “Restart”. Here you can remotely restart the CareScreen by pressing the restart button.

    How does video calling work?2021-10-26T12:36:33+00:00

    All connected Memory Lane app users can make video calls to the respective Memory Lane CareScreen user. The CareScreen user can also initiate their own image calling with the app users in their circle.
    If multiple CareScreens are managed, you can only image call with the currently connected CareScreen.
    The CareScreen you are connected to shows a green phone icon next to the photo.

    How do I set up an exercise program?2021-10-26T12:36:15+00:00

    Press the “move” icon.

    Set Up Profile

    1. In the next screen press “profile”. Answer the questions related to the personal circumstances and health of the Memory Lane CareScreen user so that a customized exercise program can be put together. It is important to answer all questions. After completing the questions please press “save” at the bottom right of the screen.
    2. Under the heading ” activities”, you will find all the daily activities that can be improved or strengthened. Indicate per item (Movement, Outdoors, Eating, Hobby, Household, Bedroom, Living and Self-care) on which the CareScreen user would like to be trained. After filling in all the items, click on save at the bottom right of the screen.
    3. You now go to “preferences” where you indicate if you want to follow the automatic exercise program, if you’re going to participate in all exercises or if you’re going to make exceptions. You can also indicate how strenuous the activities should be. After filling in the preferences, you press save at the bottom right of the screen.

    How do I add an activity to the calendar?2021-10-26T12:36:04+00:00

    Press the “agenda” icon. In the next screen you will see the activities already entered.
    At the bottom of the screen you will find “create activity” In the “new activity” screen you can add a new activity.

    • Press on the heading “doctor”. You will then get a menu of the different activities. Select the desired activity.
    • Press on the picture if you want to upload another picture. For example of the medication to be taken.
    • Under description you can indicate the action to be taken.
    • Fill in a start date.

    Fill in a start and an end time.

    • Indicate whether it is a one-time calendar activity or a daily, weekly, or monthly activity.
    • Specify the amount of time in advance that a reminder should be displayed of the calendar item on the screen saver.
    • After filling in all the data, press save. The event is saved and will be shown in the calendar overview.
    How do I send a postcard?2021-10-26T12:36:09+00:00

    Click on the icon “Postcards”. In the next screen, select “Send postcard” at the bottom of the screen. Take a picture or upload a picture from the photo album of your mobile phone. You can add a short text in the description. This will be placed on the back of the postcard.
    If you press “preview”, you will get the preview of the postcard you want to send. You can send the postcard by clicking on the “send”button at the bottom of the screen.

    I can’t take a picture or select an image. How do I solve this?2021-10-26T12:35:47+00:00

    The Memory Lane app needs access to your camera and photos on your mobile phone to send them. When you start the app for the first time, you will be asked to access your camera and photos. If you do not give permission, you will receive an error message when you upload a photo or create a postcard. You can change this permission in your phone settings.

    Can I upload multiple photos at once?2021-10-26T12:35:19+00:00

    Unfortunately, this is not yet possible.

    Can I upload photos from the computer?2021-10-26T12:35:14+00:00

    Unfortunately, this is not yet possible.

    How does uploading photos work?2021-10-26T12:35:04+00:00

    Press on the icon “photos,” and you will get to the screen “photos by theme.”
    You can create several albums per theme. You give the album a name with a maximum of 20 characters, and you indicate from which period the photos come. By clicking on save, the album will be saved.
    In the album, you can add photos. You can take a photo and add it or upload a photo from your mobile phone’s photo album.
    You give the photo a description and indicate when the photo was taken. Because the photos have a date, you can make the photos visible on particular days in the screensaver, for instance, on the children’s birthdays, the wedding photos on the day of the wedding, etc.

    How do I add multiple Memory Lane CareScreens?2021-10-26T12:34:54+00:00

    To add a second Memory Lane CareScreen, you can follow the same steps as your first CareScreen.
    If you want to switch CareScreens, you can navigate the Memory Lane app to the menu button on the top right of the screen. There you will see a button with “Switch CareScreen.” Here you can select which CareScreen you want to be connected to. At the top of your screen, you can see which CareScreen you are currently connected to.