Getting help with
Signalment.

01 How to reach us

Email hello@signalment.ai. It is the only support address, and it is the same one the privacy policy and the terms use for account, billing and privacy requests. We answer every message.

There is no telephone line and no chat window. Write from the email address on your account where you can — it is how we know the request is yours, and it saves a round of questions.

Signalment is a documentation tool. We cannot advise on a case or review a patient's records for you; the Clinical and AI Disclaimer sets out what the product is and is not.

02 What to put in the message

The more of this you can give us, the fewer replies it takes:

• Which phone, and which version of iOS or Android. Say whether you were in the recorder app on the phone or in the web app in a browser.
• The day and the time of the recording, as close as you can get it. This is what we search on.
• The client and patient names as you filed them, spelled the way you typed them into the app.
• What you expected and what happened instead, and the exact words of any message on the screen.

Never send us the audio. A recording emailed to us puts a copy of a client's voice outside the account it belongs to and outside the retention described in section 8 of the privacy policy. The day, the time and the filing names are enough for us to find the visit.

03 If a recording did not upload

Open the app on the phone that made it. A recording waits on the phone until it has been sent, and the queue retries on its own — when the phone is back on a network, and when the app is opened. The audio is not removed from the phone until it has landed, so the usual fix is to open the app on clinic Wi-Fi and leave it open for a moment. If recordings sit unsent for long enough, the app posts a notification asking you to open it.

Then read the row. A visit still on its way says Waiting to upload, or Uploading with a percentage. A visit that failed says why in one sentence — no network, the account is past its recording allowance for the period, the sign-in needs renewing — and offers Retry. Fix the thing it names, then press it.

While a row is still waiting, do not delete the app and do not delete the recording. The audio lives in the app's own storage, so removing the app removes the recording with it.

If a row will not clear, write to us with the day, the time and the filing names, and say exactly what the row says.

04 Your account, your plan, your data

Your plan, what is charged next, pausing, cancelling, your invoices and the delete button are all on the account page: signalment.ai/app?account=1. Sign in with the same account you use in the recorder app.

• Deleting the account. How to delete your account describes what deletion removes and the one row that survives it.
• Getting your content out. Any record can be copied out of the app as plain text. For a machine-readable export of everything we hold, email us.
• Privacy requests. Access, correction, deletion, and objecting to your content being used to improve the product all go to the same address; section 10 of the privacy policy says how they are handled.

05 The documents

• Privacy Policy — what we collect, who processes it, and how long each thing is kept.
• Terms of Service — the contract, including recording consent, plans and billing.
• Clinical and AI Disclaimer — what the models do, and the specific ways they fail.