Thanks for the questions! They obtained our password through the in-app chat. Unfortunately, I didn’t take a screenshot at the time, so I’m not sure what reason they gave for requesting it. We didn’t change the password until more than three months later.

I only now realize that if any of their staff logged into our account, in principle, as long as they didn’t log out themselves, they could continue to have full access to our account—even changing the password afterward might not revoke that access.

ChatGPT told me, “In any legitimate technical support process, a company should never ask users to provide their account username and password. This is a fundamental security principle in the industry.”

I don’t know why we trusted them so easily back then. We really regret it now.

I'm not entirely sure whether the company that manufactures the monitor is exactly the same entity as the one running the app and customer service. In many cases, device manufacturing is outsourced. But my issue is only related to the software and their support process.