Support
How to get help with FacilityDash, what to put in your message, and what to leave out.
1. How to reach us
Write to [email protected]. Support comes with your facility's subscription and is not billed by the message. A person who knows the product reads what you send.
Write from your work email address, so we can tell which facility you are with.
2. Ask your facility first for these
Your facility's administrator manages accounts and settings. We cannot change them for you. Go to your administrator if you need:
- a new account, or a change to what you are allowed to see or do;
- help signing in, or your second sign-in step reset;
- a change to your facility's units, rooms, forms or roles;
- your account closed. See Delete your account.
3. What to include
The more of this you send, the sooner we can help:
- the name of your facility, and your own name and role;
- what you were trying to do, and what happened instead;
- the name of the screen you were on;
- the date and time it happened;
- the request id, if the error message on screen showed one. It lets us find what went wrong without knowing who the client was;
- whether you were in a browser or in the app, and on what kind of device, for example an iPhone, an Android phone or a Windows computer.
4. What never to include
Email is not a safe place for client information, and we do not need it to help you. Leave all of this out:
- client names, initials, dates of birth, addresses or phone numbers;
- client record numbers, insurance member ids or Social Security numbers;
- anything about a client's diagnosis, treatment or medication;
- screenshots or photos that show any of the above;
- exported reports or documents from the record;
- your password, your sign-in codes or your PIN. We will never ask for them.
If we need to look at a specific record to help you, we will tell you how to point us to it without sending client details by email.
5. If you sent client information by mistake
Tell us straight away in a new message that does not repeat the information, and tell the person at your facility who handles privacy. We will remove the message from our mailbox and follow our agreement with your facility.
6. Reporting a security concern
If you think an account has been misused, a signed-in device has been lost, or you have found a weakness in FacilityDash, write to the same address with the word "Security" in the subject line. If a device is lost, also sign out everywhere from Your account, or ask your administrator to do it for you.
7. If you are a client
We make the software your facility uses, but we do not hold your record for our own use and we cannot give you care or advice. For anything about your care or your record, contact your facility. If you write to us about your record, we will pass your request on to the facility.
If you or someone else is in immediate danger, call 911. In the United States you can also call or text 988 to reach the Suicide and Crisis Lifeline.