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HOW CAN WE HELP YOU?

Need some assistance using AiCure? One of our Knowledge Base articles may be able to help!

General

How to Open an AiCure Technical Support Ticket ★
Q: How do I submit a ticket with the AiCure Support Team?A: We have 5 methods of contacting our support team: Over the Phone: We operate from 9AM - 6PM ET weekdays (excluding US holidays). Please refer to our article entitled AiCure Support Phone Numbers by Country for a list of our support phone number based on your location. Help Center Submit a Request Form: Submit a ticket using the "Subm...
How Do I Receive Support If I Am A Patient?
Q: I am a patient currently using AICure in a clinical trial. If I need assistance using the app, what should I do?A: To protect your privacy and comply with HIPAA requirements, AICure is unable to provide direct support to patients by phone, live chat, or email. If you need assistance with the Patient Connect app, please contact your clinic or study site. They can help answer your questions an...
Why Isn't My Participant Receiving SMS Text Messages from AiCure?
SMS Text messaging is used for various different purposes throughout the duration of the trial. If they are registered using the Patient Connect app, SMS text messages are used to remind the participant to complete their activities. Depending on the trial, some participants can be using One-Way or Two-Way SMS texting to record their doses as well.If your participant is not receiving any of thes...
What to Do if My Participant is Unable to Use the App?
There are a few circumstances that may prevent your participant from using the app to complete their scheduled activities (e.g. dosing or completing questionnaires). Here we can review a few examples: The "Participation Complete" ScreenIf your participant sees a screen that says "Participation Complete" upon opening their app, this indicates that the End Date for their period has passed. For ex...
What Does the "Follow Up" Message Mean?
Over the course of your participant's usage of the app, you may see the following message appear under their ID on the dashboard along with the box around it turning red: Depending on your trial and what period your participant is in, it may say "Treatment: Follow Up", "Follow Up", "Screening: Follow Up", etc. This is simply notifying you that the system has noticed that the participant may ...
How do participants turn off the SMS text message reminders?
At any time, the participant can reply "STOP" to the text message reminders to immediately stop the TXT reminders. Please note if a "STOP" request is made, ALL text messages will stop being sent to the device. The messages can not be reenabled until the number is updated in the system.

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AiCure Account

Site and User Tracker (SUT)
The SUT serves as the master record for users and shipment information and is critical to AiCure operations for the study. The SUT will be utilized by AiCure to execute contracted operations for the study, including but not limited to: User accounts - granting, revoking, or access Site SIV Dates Red alert email distribution list Weekly reporting distribution list Clinical Site Services ...
How Do I submit AiCure Access Requests as a Sponsor/CRA/CRO?
Per AiCure policy, we may only process access requests that have been submitted to us by users identified as Authorized Requestors within the sponsor team. Please have the Site & User tracker updated with the relevant information. The Authorized Requestor identified for your trial can then submit this document to AiCure support to be processed. ONLY current and actionable changes should be hi...
Details on my AiCure account need to be updated. How do I change them?
If your phone number needs to be updated, you can reach out to AiCure support and we can assist with making the change. You can reach out in the following ways: Submitting a ticket via our Help Center Portal Emailing support@aicure.com Using the live chat feature For security purposes, if the email or name on your account need to be updated or corrected, please reach out to your sponsor tea...
How do I Request AiCure Access as a Site Coordinator?
Per AiCure policy, we may only process access requests that have been submitted to us by users identified as Authorized Requestors within the sponsor team. Please reach out to the study sponsor assigned to your site and request to be granted access. They can have your information added to the Site & User Tracker (SUT) which can be submitted to us. We will then use this to grant you access to th...
I requested a password reset, when does the link in the email expire?
When you request your AiCure password to be reset, you will receive an email containing a link. That link expires after 10 minutes. If it expires, you will see the following screen if you try to use the link and will need to request a new one.
My AiCure Welcome Email expired. How do I get a new one?
AiCure welcome emails expire 72 hours after they are sent. If you attempt to use the link after it expires, you would see the screen below and will need to request a new one. To request a new one, navigate to login.aicure.com and click on the "Forgot Password?" link. If your account has not yet been activated, a new Welcome email will be sent to you with the subject line "Welcome to A...

Reimbursements

How Can I Resolve Reimbursement Concerns for my Participants?
Depending on the trial, participants are provided reimbursements for their time and effort of using the app. Also dependent on the trial, they will receive reimbursed when they either fully complete all of the dosing steps in the app, complete questionnaires, or both. AiCure currently only tracks and reports how much participants should have earned from the date they are registered onwards. A...
How To Check Total Reimbursements Earned on the Dashboard and in the App
Q: How can I see the total reimbursements my participant earned over the course of the trial on the dashboard?A: Depending on the trial, participants are provided monetary reimbursements for their time and effort of using the app. Also dependent on the trial, they will receive reimbursed when they either fully complete all of the dosing steps in the app, complete questionnaires, or both. Dose...

Data Change Requests

What is a DCR/DCF?
DCR stands for Data Change Request A DCR is any request to change data for participants in our system (i.e. start/end dates, participant IDs, removing participants, etc) DCF stands for Data Change Form A DCF is a form that site coordinators and/or sponsors need to sign to approve/decline a data change request. AiCure does not remove source data. If the change request is going to affect source d...
When is a DCR required?
A DCR is required when the site needs to change data relating to one or multiple participants. This may include: modifying Start Dates, ending participation, modifying a participant ID, and removing a stuck pending update. If there are doses that require reclassification, please refer to the following KB Article: How to Reclassify a Dose on the Dashboard
What information is required to initiate a DCR?
It is always best to provide as much information regarding your DCR as possible as this helps to expedite the process. Depending on the request, AiCure support requires the following: Participant ID (if changing IDs, provide the new and old IDs) Site ID Trial ID Date(s) that need to be changed (provide the currently listed date(s) and the desired date(s)) If reclassifying doses, provide the do...
What is the process to initiate a DCR?
A DCR process is started when the site/sponsor/Project Manager sends the AiCure support team a request to make a change. The support team then issues a DCF (Data Change Form) using SignNow to the site. The site will receive an email notification from SignNow (in the form of an E-document) to review, approve and sign. Once it is signed, the AiCure support team will initiate the change.
Do I need a SignNow account to sign a DCF?
Yes, a SignNow account is required to sign a DCF to comply with security procedures. To sign the document, click on the "View Document" button within the email you received and follow the on-screen prompts. You will have an option at the end to create a free SignNow account after entering in the passcode provided to you by the support team.
What happens when I cannot access SignNow to review/sign the DCF?
If you have trouble accessing and/or signing the DCF via the SignNow website, please let AiCure support know. Support can issue you the document in PDF form which you can print out and sign. Be sure to check off if you approve, reject or defer the change on the first page, and sign and date on the second page. You can then scan the document and send it back to support by replying back to the ti...