OfflineSOAP support

Contact us

Write to support@patientmd.com with what you were doing, what you saw, your device and browser, and the app version (Settings, at the bottom). Never send a recording, a transcript or a patient's details; we do not need them to help.

We answer on business days, Monday to Friday, 9 AM to 6 PM Central time.

Before you write

• Adding the app to your home screen. On an iPhone, open the app in Safari, tap Share, then Add to Home Screen, and open it from the new icon. Chrome on an iPhone cannot add it, so open the page in Safari. On Android, open the Chrome menu and tap Install app. On a computer, click the install icon in Chrome's or Edge's address bar.
• "No AI draft on this device". The device has no built-in model and no WebGPU, it lacks the memory, the drafting model has not been downloaded yet, or the app stepped down after a model failed to load. You still get the transcript and a labelled SOAP template. Settings says which, and offers the download where the device can take it.
• The transcript takes a while. The app writes it on the device after you tap Stop. Keep the app open and the screen on until it finishes, because a phone pauses web apps in the background.
• The recording stopped. Locking the phone stops a recording in a web app. The app keeps what it had and offers to resume as a second part.
• "Connect once to renew". Open the app somewhere with signal. Recording, transcripts, editing and export keep working the whole time; only new AI drafts wait.
• "PatientMD check unavailable". The app could not reach us. It keeps your last account check and tries again the next time you open it.
• Device limit reached. Your account has used all its devices. Ask us to remove one you no longer use.
• My notes are gone. Notes live only in the browser where you made them. Clearing the site's data, a private window, or removing the app from the home screen deletes them, and we cannot bring them back. Export each note you need to keep.