Common questions
In short. Each answer here is two sentences or fewer and links to the page that explains it fully. The most asked come first, then questions are grouped by feature, and the last group says how to reach a person.
On this page
Most asked
What if I forget my backup password?
You are probably not locked out: there are three ways back before anything is lost. Only the last step, a reset, loses data, and it loses all your scrambled details (names, MRNs, earnings, photos and X-rays), though every case’s clinical content stays. → If you forget it
What if I lose my phone?
Sign in on a new phone and type your backup password, and your cases and names come back. → Using a new or lost phone
Who can see my patients’ names and photos?
Only you, on your unlocked phone: names, MRNs and photos are scrambled before they leave it, and we cannot read them. → Where your data lives
How do I log a case quickly?
Tap Capture, tap the microphone and dictate in one breath, then tap Capture. The agent fills in the details afterwards. → Getting started
Is anything sent to AI services?
Your typed or dictated notes go to one AI provider so the agent can fill in procedure, side and role, and dictation audio stays on your phone unless you turn on cloud transcription. → Where your data lives
Logging
Why did the agent miss medical terms in my dictation?
Dictation is turned into text on your phone with a smaller model, so uncommon terms can come out wrong. Read the transcript before you tap Capture, or try cloud transcription. → Dictating well
If I search, does it find all my cases?
Yes. Search looks across every case you have logged, not only those you have scrolled to. → Your cases
Why can’t I change the MRN on a case?
The MRN ties the case to the hospital’s own records, so it is locked once set. If one went in wrong, the guided Correct the MRN flow moves the case to the right number. → The MRN
What happens if I capture a case while offline?
Capturing a case needs a connection: offline, the app shows a network error and keeps you on the form so you can tap Capture again once you are back online. → What doesn’t work yet
Will Offline use my mobile data?
Only if you let it. With Download Offline media on Wi-Fi only on (the default), Offline photos wait for Wi-Fi on Android, and an iPhone asks before each download. Opening a case downloads its photos, which are a few MB. Photos you take always back up at once.
Are photos on my phone safe if I lose it?
Yes. Photos kept on the phone are scrambled files, the same ones held in the cloud. Without your backup password or biometric unlock, they stay locked. Everything that has backed up is still in the cloud; photos still waiting to upload are only on that phone.
How do I delete a case?
Open the case, tap the menu, choose Delete and confirm. → Your cases
A case says “Couldn’t load this case”. What do I do?
Tap Try again, signing in first if your session expired. The line under the heading says what went wrong, and your case and its photos are not affected. → Your cases
Importing
Can I import old cases from a spreadsheet?
Yes. The app reads your hospital sheet, shows a preview, and writes nothing until you confirm. → Importing your past cases
I tapped “Check for duplicates”. What should I see?
One of three things: pairs to review, a plain “No duplicates found”, or a message with a Try again button. → Check for duplicates
Will a case I logged before its hospital sheet arrived get confirmed?
Yes. Every hospital-sheet import re-checks your cases and confirms any that match, and Re-verify now in Settings → Backup re-checks everything on demand; it only ever confirms, never un-confirms. → What “confirmed” means
Exports
How do I produce a logbook for credentialing or an interview?
Open Settings → Backup, pick a scope, and download a spreadsheet or a printable report. Both are built on your phone and carry no patient names. → Exports
Photos
Why does a photo say the time isn’t known?
Screenshots and forwarded images carry no taken-at time, so the app puts them under Time not known and asks which case they belong to. → Filing photos
Can auto-sort put a photo on the wrong patient?
It files only when the case you had open and the clock agree, and it holds back when another case could claim the photo. Every automatic filing is marked Filed automatically with an Undo. → Filing photos
Does the server decide where my photos go?
No. Your phone decides from the open case and the time taken, and the server is only told which photo moved where. → Filing photos
Can my assistant see my cases?
No. Hand to assistant turns the screen into a camera and nothing else, and handing the phone back needs your fingerprint, face or password. → Taking photos
Why is a photo under “Region not known”?
None of the case’s site, procedure or procedure name points to a body region. Adding the site on the case, or matching a procedure, gives it one. → Finding photos
Can my patient get out of Show patient?
No. Show patient shows only that case’s photos, and getting out needs your fingerprint, face or password. → Showing a patient
Does clearing a photo mean nobody can be identified?
No. Clearing means you looked and covered what you saw, and the phone’s suggestions can miss a wristband or a reflection. → Clearing and sharing
Why can’t I share a photo with my own patient?
Every share needs the case’s consent and a cleared photo, and your patient can see their own photos unmarked in Show patient. → Clearing and sharing
Can I send a colleague a link to an Album?
No, because a link would need our server to hold pictures it can read, and it never does. Share the Album as cleared images or a contact sheet instead. → Clearing and sharing
Privacy
Where do my patient names actually live?
Scrambled on our servers, with a readable working copy on your unlocked phone. → Where your data lives
Can the people running the app see my patients or my earnings?
No. Names, MRNs, earnings and photos are scrambled on your phone with a key built from your backup password, so the servers hold only unreadable bytes. → Where your data lives
Should I turn on cloud transcription?
Only if on-device dictation keeps mishearing your terms. It is off by default, and only a recording you mark as cloud leaves your phone. → Dictating well
Recovery
What’s a “Lost in reset” label?
It marks a case whose patient name cannot be unlocked with your current key, usually after a reset. Tap it to type the name again or delete the case. → Lost in reset
A device shows blank or old patient names. What happened?
That device holds an out-of-date key, and the names are safe. Tap Resync in Settings → Backup to fix it. → Using a new or lost phone
Account
Why does the app ask for my gender?
It is optional and used only to address you correctly, Mr or Ms in the UK. → Your account
Can I change what the app calls me?
Yes. Fill in How should we address you? on Settings → Account and the app uses it word for word. → Your account
How do I change my email or close my account?
Ask us; there is no self-service for either yet. → Your account
Getting help
How do I report a bug or ask a question?
Email [email protected], with a screenshot if you can.
I’m locked out. Who do I write to?
Email [email protected], which works from a locked or offline phone and is linked beside the password field on the lock screen. You get a plain-language reply, and it never touches your backup password or your vault. → If you forget it