Connect > Facebook FAQ

Connect > Q and A > Header

Following recent media reports related to Livi Connect, please find key information below. If you have any further questions, please contact our Customer Services teams:

Connect > Q and A > Contact Sweden

Connect > Q and A > Contact France

Connect > Q and A > Contact UK

Connect > Q and A > Contact Norway

Connect > Q and A > Contact DE

Connect > Q and A > Contact

Due to an implementation error, hashed patient and clinician contact and technical data from one of our web products, Livi Connect, was shared with Facebook. Hashed data means that the email or phone number is replaced with a string of digits which, for example, can be used for marketing purposes on Facebook. However, no one has received or been able to use the actual number or email as a result of the incident. 

No medical data was included. All Facebook tracking has now been suspended whilst we resolve the issue, which we continue to take extremely seriously.

No patients or healthcare professionals using the Kry or Livi app have been affected.


Connect > Q and A > FAQ 1

I have seen media reports that Livi Connect has shared data with Facebook, what has happened?

No medical data has been compromised, however hashed contact and technical data has been shared. 

Hashed data means that the email or phone number is replaced with a string of digits which, for example, can be used for marketing purposes on Facebook. However, no one has received or been able to use the actual number or email as a result of the incident

We have reported this to the relevant data authorities in those markets affected, and apologise for this error.


Connect > Q and A > FAQ 2

I’m a healthcare professional and have used Livi Connect, has my data or my patients been compromised?

No, those impacted are only those who use Livi Connect.

Connect > Q and A > FAQ 3

I’m a Kry app user, does this impact me?

Only hashed contact and technical data has been shared with Facebook. 
We have suspended all Facebook tracking whilst we resolve this issue. We would like to emphasize that the data does not involve health information or other sensitive information. The information may have been used for analytics and marketing purposes but we don’t see any other consequences for those impacted by the incident. 


Connect > Q and A > FAQ 4

Is my data safe?

We would like to emphasize that the data does not involve health information or other sensitive information. The information may have been used for analytics and marketing purposes but we don’t see any other consequences for those impacted by the incident. 


Connect > Q and A > FAQ 5

What does this mean for me as a user and my patients? 

At this time we feel there is no need for you to reach out to patients. 

Next time you use Kry/Livi connect make sure that you use a newly opened browser.

If you want to minimise what data Facebook can use about you for marketing purposes via Facebook Pixel: go into your Facebook account, click on the little arrow in the top right of Facebook. Select Settings & privacy, then click Settings. Click Ads in the left menu and review your ad settings and choose whether we can show you personalised ads based on data about your activity from partners.

If you have any further questions then please contact our customer services team who are ready to support you.


Connect > Q and A > FAQ 6

Should I as a clinician do something e.g reach out to patients or update my browser?  

We use Facebook to educate and inform clinicians about our products and services and direct them to the website. The clinician then gives consent and continues their interaction with the website.

Connect > Q and A > FAQ 7

In what way are you using Facebook?

Connect > Q and A > FAQ

Kry Connect Q&A | Connect

Connect

Livi Connect is a free platform that enables healthcare professionals across the globe to see and treat their patients remotely by video.

Sweden

France

UK

Norway

Germany