Getting Help and Support on sureCova: A Doctor’s Guide

GETTING HELP AND SUPPORT

sureCova provides support to help doctors resolve platform-related issues and manage their Personal Doctor practices effectively. If you encounter a technical problem, have difficulty accessing your account, notice a payment discrepancy, or need assistance with a prescription-related issue, contact the sureCova support team.

When contacting support, provide a clear description of the problem and any relevant details so the team can investigate and guide you on the next steps.

Contacting Support

For assistance with your sureCova account or practice, contact the support team:

Email: support@surecova.com or doctors@surecova.com.

When contacting support, include:

• The email address associated with your sureCova account.
• A brief description of the issue.
• The date and time the issue occurred, where relevant.
• Any relevant transaction reference, error message, or screenshot.

Please do not include your password, full payment-card details, or other sensitive information in your support request.

For urgent clinical concerns involving a patient, follow appropriate clinical procedures and do not rely on platform support as a substitute for timely clinical assessment or emergency care.

 Reporting Technical Issues

If you experience a technical problem while using sureCova, report it to support so the team can investigate.

Examples of technical issues include:

• The app crashes, freezes, or fails to open.
• You cannot access a feature that should be available to you.
• Messages or other information do not appear as expected.
• You experience an error while completing an action.
• The dashboard displays information incorrectly.

When reporting a technical issue, explain what you were trying to do, what happened, and whether the problem occurs repeatedly. Include a screenshot or error message where possible, provided it does not unnecessarily expose patient information.

If the issue affects patient care, use an appropriate alternative communication or care arrangement while the problem is being investigated.

Account and Verification Problems

If you experience difficulty creating an account, signing in, completing doctor verification, or accessing your account, contact sureCova support.

Examples include:

• Being unable to sign in to your account.
• Experiencing problems during doctor verification.
• Discovering incorrect account details.
• Being unable to access your doctor profile.
• Encountering an account-access or verification error.

When contacting support, explain the problem and provide the relevant account information. If verification is required, the support team may request additional documentation through an appropriate channel.

Do not create multiple accounts to work around a verification problem unless instructed by sureCova support.

Payment and Prescription Support

Payment Support

Contact sureCova support if you experience issues such as:

• A subscription payment that has not been reflected correctly.
• A discrepancy between your dashboard earnings and the amount received.
• A delayed or missing payout.
• An unexpected charge or duplicate payment.
• A question about a refund or cancellation.

For payment-related issues, provide the relevant transaction or payout reference, date, amount, and a brief description of the problem.

Refund requests are reviewed in accordance with the sureCova Refund and Cancellation Policy. Doctors should not promise refunds or make payment adjustments on behalf of sureCova unless authorised to do so.

Prescription Support

If you encounter a platform-related problem involving prescription submission, prescription review, or the cross-border prescribing process, contact sureCova support and describe the issue.

For cross-border prescriptions, remember that every prescription must be reviewed and authorised by a locally licensed Prescribing Doctor in the patient's country before it is authorised and delivered to the patient. The local Prescribing Doctor may request additional information or decline to authorise a prescription.

Contacting support does not replace the required clinical review or prescribing authorisation. Do not bypass the established prescribing process to resolve a technical or administrative delay.

For clinical questions, professional disagreements, or concerns about the appropriateness of a prescription, follow the applicable clinical governance and professional standards procedures.

Remember: When you contact sureCova support, provide enough information to help the team understand the issue while protecting your account credentials and your patients' confidentiality.