AI Doctr
Support
We are a small studio. Email reaches a person, and we answer.
This is not an emergency channel. AI Doctr is not an emergency service and neither is this page. If you or someone else needs urgent medical help, contact your local emergency services now. For clinical questions about your own care, message your doctor inside your consultation rather than emailing us — we cannot answer medical questions, and we do not read consultations.
Email:
althafrockss@gmail.com
We aim to reply within two working days. Please include your role (patient or doctor),
your device and OS version, and the app version — it saves a round trip. Do not paste
clinical details or documents into a support email; describe the problem, not the record.
Report a bug
The more of this you can give us, the faster it gets fixed:
- Whether you are using the web app or the iOS or Android app
- Device and OS version, and app version
- What you did, what you expected, what happened instead
- Roughly when it happened — it helps us find the request in the logs
- A screenshot or screen recording if the problem is visual, with clinical detail cropped out or blacked out
Getting access
AI Doctr is in a closed beta. Patients join through a clinician who is already using it — if your doctor is not on it yet, there is nothing you can do from your side, and we would rather tell you that than take a sign-up that goes nowhere. Clinicians who want to try it can email us with a short description of their practice.
Common questions
I never get my sign-in code
The code arrives by SMS and can take a minute at peak times. Check that the number on the sign-in screen is the one your account was created with, including the country code, and that your carrier is not filtering transactional messages. If it still does not arrive after two attempts, email us with the number and roughly when you tried — we can see whether the gateway accepted it.
My doctor cannot find me when starting a consultation
Doctors search patients by name and phone number. If the phone number on your profile differs by even a digit or a country code from the one they have for you, you will not appear. Fix the number in your profile and ask them to search again.
A record about me already existed when I signed up
That is expected. A doctor can register a patient before that person has an account, so a consultation can be started straight away. Signing up with the same phone number claims the record and it becomes yours. If you believe a record exists that should not, email us and we will look into it.
My document or image will not upload
Uploads need a live connection and are rejected if the file is unusually large — photograph a report rather than sending a full-resolution scan where you can. If an upload fails repeatedly on mobile data, try it on a stronger connection before reporting it. Tell us the file type and rough size if it persists.
I cannot open a document I could open yesterday
Document links are signed and expire within 24 hours by design, so a link you copied out of the app stops working. Open the document from inside the consultation again and the app generates a fresh link.
My voice message was transcribed wrongly
The recording is kept alongside the transcript, so the original is always there to play — the transcript never replaces it. Accuracy drops with background noise, heavy accents and medicine names. If a specific transcription is badly wrong, tell us the language you were speaking; that is the most useful single fact for us.
Messages are not arriving in real time
Chat runs over a persistent connection that drops when the app is backgrounded for a long time or the network changes. Pull to refresh, or reopen the consultation, and it reconnects and catches up. Anything you sent while offline is queued and delivered on reconnect rather than lost.
I am not getting notifications
Check that notifications are allowed for AI Doctr in your device settings and enabled in the app's profile screen. On Android, aggressive battery optimisation will silently stop them — exempt the app if your device offers that. If you want notifications but not their content on your lock screen, turn off previews in device settings.
How do I get a copy of my data, or delete it?
Email us and we will export or delete your record after verifying the account is yours. Deletion has one limit: a clinician has record-keeping obligations for consultations they conducted, so part of a consultation record may be retained. We will tell you exactly what was kept and why. The privacy policy covers this in full.
Can I see a prescription after the consultation is closed?
Yes. Closed consultations stay in your list and in the patient timeline, with their prescriptions, documents and test results intact. Closing a consultation ends the conversation, not the record.
For doctors: the AI summary is missing or fails
The summary is generated on request from what is in the consultation — if there is very little content in it yet, there is nothing to summarise and the app says so. If the request fails on a consultation with real content in it, tell us the consultation and roughly when you asked, and we will check whether the provider call failed.
Feature requests
Send them, particularly if you are a clinician. The parts of this product that work well are the parts a working doctor told us were wrong first. We cannot promise a timeline, but we will tell you honestly whether it is something we plan to build.
Reporting a security or privacy issue
Email us directly and we will treat it as the priority it is. Please give us a reasonable chance to fix it before disclosing it publicly, and do not access, alter or retain anyone else's data while demonstrating a problem. We will credit you if you want the credit.