Please see the answers to our Frequently Asked Questions (FAQs) below. If you still have questions after reading this page, please feel free to call or email us via our Contact Us page.

I lost the fact sheet that was either given to me at my health center or mailed to my home address. Where can I find another copy?

You can view or download the fact sheet from our website. The English version can be found here. The Spanish version can be found here. Please also refer to our Resources page to see all of the forms we have made available for download.

When can I expect to be contacted for follow up surveys?

The LiveWell study team will reach out to you by phone and/or letter annually for 3 years after you completed the first round of our surveys. For most participants, this will occur between January and November of each year. If you have questions in the meantime or think that we have forgotten to contact you at the appropriate time, please contact us by email or phone.

Why is my Social Security Number (SSN) required for this study?

Mass General Brigham requires that we collect either your Social Security Number or Individual Taxpayer Identification Number (ITIN) when paying study participants with Forte Visa cards. This information is only used to track where our money is going and is not shared with anyone else. We take privacy concerns very seriously and have numerous safeguards in place to prevent your information from being shared with any outside parties.

Can I still participate in the study if I DO NOT provide my SSN or ITIN?

You can still participate in the Live Well/Vive Bien study if you do not provide a SSN or ITIN. However, in order for to be paid for the study, we would require, at minimum, the first five digits of your SSN or your full 9-digit ITIN.

Do I need to create a PIN for my Forte Visa card? If so, how do I create a PIN?

A PIN is not necessary for making transactions in stores or at restaurants; the card is used like a gift card in this case. However, creating a PIN is highly recommended because it increases the security of your funds and is required by some stores. If you wish to take cash out from an ATM or check your balance online, you will be asked to provide a PIN for your card as well. In each envelope that contains a Fort Visa card there are instructions on how to make a PIN online; you will need to provide your name and date of birth to do so. Please keep in mind that if you wish to take cash out of an ATM, ATM fees do still apply. You can chat with a Forte Cardholder Services representative at forte.hyperwallet.com if you have any questions about using the card.

What do I do if I lost my Forte Visa card?

If you lost your Forte Visa card, please let the study team know by calling or emailing us. We will provide you a new Forte Visa card once you have completed the next round of surveys.

Can I use my Forte Visa card for online transactions?

Yes. In order to use your Forte Visa card for online transactions, you will need to enter your billing address as the same address that we have on file for you. If you are having issues using the Forte card online, please contact us and we will confirm that we have entered the correct address into the Forte system. One other common problem is that Forte will not allow you to make online purchases that are worth more than the amount left on the card. Please be sure that you have enough balance remaining to cover the entirety of your online purchase.

Does the Forte Visa Card ever expire?

The Forte Visa card has a 3-year lifespan from when the cards were first distributed. The study team is aware of when each card will no longer be functional and will let the participant know when the expiration date is approaching. If you still have a balance on your card or still expect to receive payment for your participation after the expiration date, the study team will provide a new Forte Visa card for you, and any funds remaining on the expired card will be transferred to the new one.

Though the physical card may need to be replaced after 3 years, the money on your account never “expires”. However, if you do not use your card for 90 consecutive days and there is a balance remaining, a $3 monthly inactivity fee will be charged until the balance reaches $0 or you use the card again. If you do not have any money left on the card, no inactivity fee will be charged. In other words, it is best not to leave a balance on the card if you plan on not using the card for 90 days. If you are actively using the card, you should not have to worry about the $3 monthly inactivity fee. Please keep your card even after you are done using it, as this will make it easier for us to pay you for completing the surveys in the future.

I forgot my login information to complete the ASA24 diet recalls. How can I find this information again?

This information should be included in emails that you have received from the study. Please check your email account for an email with the subject line “Mass General Brigham: LiveWell ASA-24 Dietary Recall.” If you accidentally deleted this email, or cannot find it for some reason, please call or email us via the Contact Us page and we will provide you with your login information. To log into the ASA24 system to complete your dietary recalls, please visit: https://asa24.nci.nih.gov/

What do I do if I do not want to participate anymore?

Participation in our study is completely voluntary, and you may stop at any time. If you no longer want to participate in the LiveWell/ViveBien Research Study, please call our study team at (617) 724-7206. We will discontinue your participation immediately.

I have a medical question. Can you give me advice or connect me to my doctor?

No, we are not able to give you medical advice nor provide referrals to social services. For concerns about your medical care, social services, or case management, please direct your questions to your health center.