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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: Our Tier 1 Support can assist with multi-lingual basic troubleshooting 24/7/365. Issues requiring more advanced assistance can be transferred to our Tier 2 support, operating from 5AM - 8PM ET weekdays. Please refer to our article entitled AiCure Support Phone Numbers...
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.
How long does it take for a change on the Site Coordinator Dashboard to reflect on the Sponsor Dashboard?
Unlike the Site Coordinator dashboard which updates in real time, the sponsor dashboard updates 4 times a day: 3:00 AM UTC (10:00 PM EST) 9:00 AM UTC (4:00 AM EST) 3:00 PM UTC (10:00 AM EST) 9:00 PM UTC (4:00 PM EST) If a change was made on the site coordinator dashboard (i.e. a subject was registered, randomized, deactivated, dosed, etc.) and it has not yet appeared on the sponsor dashboard,...
How can I identify what participant was assigned to a device?
For AiCure and Patient Connect, open the App and press the support button the Participant ID number is reflected at the top of the screen. .
What can I do if notifications are being delivered with a certain delay?
This can be directly connected to the Device's battery-saving mode, which will prioritize battery life much more than any other features. First, make sure your battery is changed. If this does not correct the issue please call the AiCure Help Center.

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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 ...
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...

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 DocuSign to the site. The site will receive an email notification from DocuSign (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 DocuSign account to sign a DCF?
No, a DocuSign account is not required to sign a DCF. To sign the document, click on the "review documents" hyperlink within the email you received and follow the on-screen prompts. You will have an option at the end to create a free signing account if you wish, but it is entirely optional.
What happens when I cannot access DocuSign to review/sign the DCF?
If you have trouble accessing and/or signing the DCF via the DocuSign 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 t...