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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.
  • What can I do if the device won't turn on or boot up?
    Take into consideration that its battery might have run dry. If so, plug your phone, and leave it alone for at least 10 minutes before you try turning it on. If you still have trouble turning it on, press the Power and the Volume down buttons together for a few seconds, which should force reboot your phone. If this dose does not correct the issue please call the AiCure Help Center.
  • What can I do if the camera has failed after opening the app?
    First of all, you can reboot your phone to check if your camera goes back to working normally if not please call the AiCure Help Center.
  • What can I do if my device's WiFi connection gets too slow, drops or the App can’t sync?
    In these cases, it is suggested that you disable the WiFi for a few seconds and reboot your device if you notice that the first alternative simply is not working at all. If this does not correct the issue please call the AiCure Help Center.