Common questions

Problems with Matti? Here we have the most frequently asked questions and a solution.
Do not hesitate to contact us at info@creativetherapy.com.

Most common general questions:

You can certainly use tools on Matti. Examples include walking frame, crutch, ….

There is no minimum or maximum weight for a person to go on Matti.

Currently Matti is not provided for hanging, however Matti can be placed on a table due to its flexible properties.

Matti is very easy to maintain and disinfect.

We recommend using Matti on stockings and / or bare feet. In addition, due to the easy-care textile, we recommend vacuuming Matti every day. If stubborn stains should appear, you can clean them with water and carpet cleaner.

Most common technical questions:

When one of the following problems occurs:

  • LEDs do not work (or not correctly).

  • Sensor does not work (or not correctly).

  • USB connection fails.

Remove both the USB and power adapter from the Matti and repeat the setup procedure as shown in the video.

When damage to Matti occurs, contact info@mycreativetherapy.com or via the contact form at the bottom of this page.

  • Matti is on and responds when plugged in (screen saver) but cannot connect to the platform.

  • Check if the application is running (see video).

  • If the above is active repeat the set-up procedure.

  • Matti is not responding and I cannot connect to the platform.

  • Remove both the USB and power adapter from the Matti and repeat the setup procedure.

When logging into the online application is not possible, the following scenarios may arise:

  • You have not yet received an access code from Creative Therapy.

  • Contact info@mycreativetherapy.com with a request for a new code.

  • Use the contact form at the bottom of this page to request a new code.

  • You have received a password but the application says it is not correct.

  • Click Forget password ”on the application home page and follow the steps.

  • You have forgotten or lost the password.

  • Click Forget password ”on the application home page and follow the steps.

When the data is not visible:

  • Refresh the page and see if the data has not been added.

  • Verify that the game has been saved correctly.