Getting help

Uncharted is built so that patient data never leaves your device. We do not have your records, we cannot access them, and we must never receive them — including through a support email. A screenshot of a patient screen is patient data.

If a message we receive appears to contain patient information, we will delete it without reviewing its contents and ask you to resend without the patient details. This protects you: the moment patient data touches our systems, your compliance position (and ours) changes.

How to report an issue without patient data:

• Describe what you did and what happened in general terms ("added a vitals entry on the Vitals tab, the chart did not update").
• If a screenshot is essential, use a test patient created with fake data, or crop/redact so no patient information is visible.
• Include your device model, OS version, and app version (Settings shows the version).
• For export problems, describe the failure — do not attach the exported PDF.

• Licensing and activation — license codes, device limits, deactivating a lost device, seat reassignment.
• Billing — subscriptions, invoices, purchase orders (enterprise).
• App issues — crashes, sync-free operation questions, export failures, timers.
• Portal access — admin accounts, password resets, dashboard questions.

What we cannot help with: recovering patient records (we hold no copy — see our Privacy Policy), clinical questions, or advice on your organization’s compliance obligations — those belong to your protocols, medical direction, and compliance officer.

Records on the device are protected by AES-256 encryption and the biometric/PIN app lock. If the device was under an enterprise seat, your administrator can deactivate it from the Portal dashboard so the license can be reassigned. Your organization’s own incident procedures govern anything beyond that — see the security page for the technical details your compliance team will ask about.

Enterprise customers get dedicated support through the same address — mention your organization name so we can prioritize. For procurement, invoicing, or purchase orders, email contact@unchartedmed.com.

Found a vulnerability? Report it to contact@unchartedmed.com with “Security Report” in the subject. See the security page for what to include. Please do not include patient data in proof-of-concept material.