Support

Check your inbox for the verification email and open the link in it. Accounts stay locked until the email address is verified.

If the email never arrived, check your spam folder, then use the resend option on the sign-in screen.

Use “Forgot password” on the sign-in screen. We’ll email you a reset link.

Open Profile, then Security, and register a passkey. After that you can sign in with your face or fingerprint instead of typing a password.

Anyone who can unlock your device will then be able to open your record, so only enable it on a device only you can unlock.

Your record fills in from the hospital treating you. If you have not yet been seen at a hospital running HealOS, or your visit has not been linked to this account, there will be nothing to show yet.

Ask the front desk to link your patient number to the email address on your account.

Contact the medical records department of the hospital that recorded it. Clinical entries are controlled by your hospital, and we are not permitted to change them on request.

Results appear once your hospital releases them to the patient view. Some are held back until a clinician has reviewed them with you. If it has been a while, ask your care team.

Yes. Use “Share via link” in Profile. The link lets whoever holds it read your record for one hour, then stops working. Only send it to someone you mean to give access to.

Yes. They appear in your chart marked as patient-reported, so your clinician can tell them apart from readings taken at the hospital.

Check that notifications are allowed for HealOS in your device settings, and that Focus or Do Not Disturb is not silencing them.

On iOS, alarm-style reminders also need the alarm permission granted the first time you set one.

Video consultations are started by your care team. When one begins you’ll get a call notification you can answer from the app.

Allow camera and microphone access for HealOS in your device settings, then rejoin the call. These permissions are used only during a call.

If the connection is poor, moving to Wi-Fi usually helps.

No. Location is requested only at the moment you press Emergency, and only while the app is open. There is no background tracking.

They are the people you nominate to be reached in an emergency. You can also grant emergency access so responders can read the parts of your record you allow.

Give it a few minutes and pull to refresh. If it still hasn’t appeared, email us with the date, amount and the reference from your bank, and we’ll trace it with Paystack.

Charges are raised by your hospital under its own pricing. Query it with the hospital that raised it — they hold the itemised detail.

Refunds are handled by the hospital holding the balance, under its refund policy. Contact them, and we’ll help if there’s a technical problem.

Clinical staff at the hospital treating you, according to their role, plus anyone you deliberately share with. Every access is written to the access log in your Profile, which you can read yourself.

You can do it from inside the app, or follow the steps on the account deletion page.

Yes — to answer a question it sends the relevant part of your record to a third-party model provider. The privacy policy explains this in section 7. If you would rather that didn’t happen, don’t use the assistant; nothing else depends on it.