Send a message below and we'll reply by email, usually within one or two business days. Support covers the iPhone and iPad app, this website and the clinician portal, and is answered in English by Noii Consulting LLC, who build HealthKeystone.
Nothing here is stored — the form sends one email to [email protected] and that is the whole of it.
Four lines of this usually turn two days of back-and-forth into one reply.
Never send us a share code. A code is the key to a chart, and support has no need of one to answer a question about it.
They travel with the phone, not with an account. Restoring a backup — iCloud or an encrypted local one — restores the app and everything in it. We hold no copy to send you, which is the trade the whole design makes on purpose, so a phone restored from no backup at all starts empty.
A code works once and expires two weeks after you create it, so the usual answer is that it was already redeemed or has aged out — create a new share in the app and read the new code out. Case and spacing don't matter. If it still fails, tell us what the portal said; don't send us the code itself.
Revoke the share in the app. The shared copy is deleted from the server in the same action — not hidden, deleted — and their next click is a 404. You don't need us for it, and it works whether or not your subscription is paid up.
On this site, at healthkeystone.app/subscribe. Your records live on your phone and never reach us, so this page has no way to recognise you on its own — open the app, tap Get a Code for Another Device, and type the code it shows. Tapping Subscribe on the Web in the app does the same thing without the typing.
Open the app and tap Check Again on the subscribe screen. The app asks us rather than being told, which is what makes paying on a laptop work at all — and it can take a few seconds after payment for the answer to change. Checking twice never charges you twice.
From Settings in the app, which opens the manage-subscription page on this site — or on the site itself, with a code from the app. Cancelling closes every share still open and deletes the copies behind them; your own records stay on your phone, and the app goes on opening and adding to them. What ends is sharing.
An account registered directly on the site sits pending until we approve it by hand, usually the same day — signing in before then shows a waiting room, not a chart. Redeeming a code a patient gave you is approved on the spot instead. If sign-in keeps failing, wait a few minutes: repeated attempts are rate-limited.
Not what's on your phone — none of it reaches us unless you create a share, and even then only the categories you ticked, attached to that one share. Every time anyone opens a chart it lands in the access log you can read in the app. The privacy page is the full account.
Send a message above with “Privacy request or data deletion” as the topic, from the email address on the account. We erase the account-level record a share may have put on file — name, email, date of birth — and the billing record tied to your key, by hand, and confirm when it's done.
If you think you've found a vulnerability, write to [email protected] with “Security report” in the subject and enough detail for us to reproduce it. Please give us a reasonable chance to fix it before saying so publicly. Don't include anyone's health records in the report — a description of the route in is what we need.