Private-pilot support
Get the caller moving again.
During onboarding, your practice owner will tell you exactly where to ask for help. Choose the problem that best matches what you see.
Cannot sign in
Use the exact work email from your invitation. If access still fails, send the time, device, browser or app version, and the visible error—never a password or one-time code.
Calling unavailable
On Phone, open More → Settings → This phone’s calling. To choose a caller ID, open More → Calling and voice. On Desktop, open the calling setup or status shown on screen. Write down the build number and the message you see. Follow the named step once, and do not keep pressing Call while the problem remains.
Wrong caller ID
Do not place the call. Ask the practice owner to check Calling in Admin, provider confirmation, your assignment, and your default number.
Possible privacy or security issue
Stop entering data, preserve the time and screen, and use the named urgent support route immediately. Do not paste private records or credentials into an unverified channel.
Safe diagnostic details
- Your name and the work email you use to sign in.
- Whether you are using the desktop website, phone website, installed desktop app, or installed phone app.
- Device model, operating system, browser or app version, build number, and the approximate time with timezone.
- The action you took and the exact error text.
- A screenshot only after removing lead names, phone numbers, notes, caller IDs, email addresses, tokens, codes, and unrelated windows.
Never send
Do not send passwords, one-time codes, Access tokens, API keys, carrier credentials, full call recordings, unredacted contact lists, private notes, or production exports. Support does not need those to begin diagnosis.
When a call is active
If the app state is unclear but a live call may exist, use the visible Hang up control once and wait for the result. Do not refresh, open parallel tabs, or start another call until the app reports a final state. For an immediate safety concern, end the call using the device or carrier control available to you.
Practice and policy questions
Your practice owner controls caller access, number assignments, calling policy, do-not-call evidence, recording policy, and data requests. The readiness check can help you find setup items that are still missing. Its answers stay in your browser.