Who do I contact for support?
Platform support is [email protected].
The email connection is still being configured. Do not assume the inbox is monitored, or that a message has been delivered. Until delivery is confirmed, escalate through your clinic manager, especially for an urgent fault or a privacy incident.
What to leave outDo not include a patient name, date of birth, patient ID, accession, mobile, email, sign-in code, or link. Say which screen you were on, what you expected, and what you saw, without those details.
When to stop and escalate
- Results appear on the wrong account, a link went to the wrong person, or you suspect unauthorised staff access. Stop the workflow and tell the clinic manager through your incident process. An operator can hold the study or revoke a share. Do not delete history.
- The mobile on file is correct, the handset is not opted out, the wait between codes has passed, and Send SMS still shows Failed.
- View as patient shows a released study, and the patient still sees an empty list on a current phone after a refresh.
- Karisma shows the date of birth the patient expects, the portal record still shows a different date after the usual feed, and they still cannot sign in. Do not quote the date in the email.
- A brand new code, inside 10 minutes, with the date of birth confirmed on the portal record, still fails five times. Do not include the code.
A timeout does not prove a send or a release failed. Check the patient record, the notifications on the study, and the decision before you try again.