ChronicOS Technical Support

1. Contact Us

Not for medical emergencies or clinical advice. ChronicOS is a personal health organization tool operated by an individual developer. We cannot diagnose, treat, or respond to urgent health situations by email. For medical questions, contact your doctor or nurse advice line. In an emergency, call 911 (U.S.) or your local emergency number immediately.

2. Before You Email

To help us resolve your issue faster, please include:

1. App version — shown at the bottom of Profile, or in the App Store / TestFlight listing (currently 1.0.0)
2. Device model and iOS version (iPhone or iPad)
3. ChronicOS plan (Free, Premium, or Family) if relevant
4. Account email (if signed in for cloud sync or caregiver features — never send passwords)
5. Steps to reproduce the problem
6. Screenshots if helpful — please redact personal health information
7. Apple ID email (for subscription or refund issues only)

Support is provided on a commercially reasonable, best-effort basis by an individual developer. We do not guarantee a specific resolution time, outcome, or availability for every request.

3. About ChronicOS (Version 1.0.0)

ChronicOS helps adults organize and track multiple chronic conditions, medications, symptoms, labs, appointments, and caregiver collaboration. The App uses five main tabs:

• Home — condition dashboard, trend charts with clinical reference bands, alert center, Health Coach entry
• Timeline — unified symptom, voice, and event history
• Doctors — provider list and visit preparation
• Medications — medication list, safety scanning, reminders, side-effect diary
• Profile — account, settings, Health Coach, caregiver tools, family dashboard, legal links

What is included in version 1.0.0:

• Manual entry of symptoms, medications, labs, vitals, and doctor visits
• Voice symptom entry (live transcription when signed in, or offline Try demo sample path)
• On-device visit preparation, lab narratives, medication interaction explanations, correlation analysis, and Health Coach (free — no Health AI Points)
• Optional cloud AI through OpenAI (specialist summaries, trend orchestration, voice structuring, memory embeddings) — consumes Health AI Points only when cloud processing runs
• Rule-based alerts, on-device medication interaction scanning, between-visit Health Coach
• Demo mode (View Demo on welcome screen) with local sample data
• Optional cloud sign-in, backup/sync, family profiles, and remote caregiver collaboration

What is not active in version 1.0.0:

• Patient Portal (Coming Soon) — automatic import from Epic MyChart, Cerner / Oracle Health, or athenahealth is shown in-app only. No OAuth, FHIR connection, or portal login is available at launch.

ChronicOS is not a medical device, healthcare provider, insurer, or emergency service. Alerts, coaching tips, chart reference lines, and AI outputs are informational only and are not medical advice.

4. Frequently Asked Questions

Getting started & onboarding

• First launch: Welcome screen → select conditions → privacy consent (analytics and personalization are optional) → main app.
• Explore without an account: On the welcome screen, tap View Demo to load sample data for exploration. No sign-in required for core navigation, visit prep, medication lists, or rule-based alerts.
• Replay welcome guide: Profile → Settings & privacy → Replay welcome guide. Does not delete your health data.
• Language: English, 中文, or Español — toggle from the welcome screen or Profile → Settings & privacy.

Patient Portal (Coming Soon)

Version 1.0.0 includes a Patient Portal (Coming Soon) screen describing planned integrations with major U.S. electronic health record systems. This feature is not operational at launch.

• Where to find it: Profile → Settings & privacy → Patient Portal (Coming Soon)
• What you will see: Cards for Epic MyChart (Coming Soon, Expected 2026), Cerner / Oracle Health, and athenahealth — each marked Coming Soon
• No portal login in v1.0.0: The App cannot connect to your patient portal, collect portal credentials, or download FHIR records in this version.
• Join the waitlist (optional): Tap Notify Me (Epic) or Join Waitlist (Cerner / athenahealth). Enter your email — it is stored locally on your device. You may optionally open your mail app to send a pre-filled message to hello@familymedvault.com; we receive your email only if you send that message or contact us separately.
• When it becomes available: We will announce a future App Store update, update our Privacy Policy, and request any additional consent required before enabling live portal connections.

Do not email portal passwords. We will never ask for your MyChart, Cerner, or athenahealth login credentials by email. When Patient Portal Sync launches, sign-in will occur only through the App’s in-app OAuth flow with your health system.

Free vs Premium vs Family

Exact limits may change; the in-app subscription screen is authoritative.

Subscriptions & Health AI Points

• Premium (~$14.99/month, auto-renewable): ~200 Health AI Points/month — Product ID com.jchen.ChronicOS.premium.monthly
• Family (~$29.99/month, auto-renewable): ~500 points/month + family & caregiver features — com.jchen.ChronicOS.family.monthly
• AI Boost Packs (one-time consumables): 50 points (com.jchen.ChronicOS.boost.50, ~$4.99) or 100 points (com.jchen.ChronicOS.boost.100, ~$7.99)
• What points are used for (cloud OpenAI only): Specialist/provider summaries (~5), full trend orchestration (~5), live voice symptom structuring when LLM extraction runs (~1), and OpenAI embedding-based memory indexing (~5). Not charged: visit prep, lab narratives, med interaction explanations, correlation, Health Coach, medication scan, or PDF export
• Manage or cancel (iOS): Settings → Apple ID → Subscriptions → ChronicOS
• Restore purchases: Profile → Health AI Points / Subscription → Restore Purchases (if shown)
• Refunds: Request through Apple first; we cannot override App Store refund decisions
• Points not appearing after purchase: Force-quit and reopen the app; use Restore Purchases; email us with your store receipt or transaction ID
• Deleting the App does not cancel an active subscription — cancel in your Apple ID subscription settings

By subscribing, you agree to our Terms of Use (EULA) and Privacy Policy. Subscriptions renew automatically unless cancelled at least 24 hours before the end of the current period.

Export, delete, and privacy

• Export data (portability): Profile → Settings & privacy → Export my data (JSON)
• Delete all local data: Profile → Settings & privacy → Delete all data — permanent on that device
• Delete cloud data: Email hello@familymedvault.com with subject ChronicOS Privacy Request
• Opt out of optional analytics / personalization: Profile → Settings & privacy, or decline on the consent screen
• Privacy Policy: privacy-policy.html
• Terms of Use: eula.html

Account & cloud sync

• Sign-in is optional for local-only use; required for cloud backup/sync and remote caregiver features when enabled
• Sign in: Profile → Account (email, Apple Sign In, or Google if enabled)
• Sync to cloud: Profile → Settings & privacy → Sync now. Health payloads are encrypted in transit (HTTPS/TLS) and at the application layer (AES-256-GCM) on our backend
• Production API (when using default configuration): https://chronicos-api.vercel.app
• Common sync errors — MISSING_API_BASE_URL, NOT_SIGNED_IN, network timeout — check internet connection, sign-in status, and retry
• We do not guarantee recovery of data after device loss, uninstall, or local deletion if you did not enable cloud sync

Family profiles & household switching

• Family plan required for multiple household member profiles (up to 6 patients)
• Profile → Family Dashboard to add members and switch active patient
• Without an active Family subscription, the app shows a plan-required message and returns to Profile
• Each patient’s health data is stored in a separate local namespace on your device
• Household member names and profile data remain on-device unless you separately enable cloud sync

Caregivers (remote collaboration)

• Owner: Profile → Caregiver → invite by email with relationship label and permission tier
• Caregiver: Accept invite with token; sign in with your own account
• Permission tiers: Full access, medication only (read-only), or appointment access — you choose when inviting
• Remote access requires authenticated cloud accounts on both sides; data is not shared with people you do not invite
• You are responsible for who you invite and for revoking access when no longer needed

Home dashboard, alerts & charts

• Condition cards show trends for your active conditions; tap to open Condition Trend detail
• Clinical reference bands on charts (e.g., A1c, eGFR, blood pressure) are educational guides only — not a diagnosis
• Alert center on Home surfaces rule-based medication safety and health signals; review and dismiss as needed
• Health Coach — enter from Home or Profile for between-visit weekly goals (free; not a substitute for clinical care)

Medications & reminders

• Add medications under the Meds tab; interaction scanning runs on-device when your list changes
• Optional remote RxNorm lookup may send drug identifiers you submit for normalization
• Enable reminders on each medication; allow notifications when iOS prompts you
• Side-effect diary and clinician export PDF available from medication detail
• Mark medications inactive instead of deleting duplicates when cleaning up your list

Symptoms, voice & timeline

• Log symptoms from the Timeline tab (text entry)
• Voice symptoms: Timeline → Symptoms → Voice Symptom (also available from Timeline hub or Home dashboard). Microphone permission required for live recording.
• Offline / review path: Tap Try demo sample to preview structured symptoms without uploading audio or requiring server configuration. Review results, then tap Save to Patient Timeline.
• Live transcription: Requires sign-in and backend configuration (Profile → Account). Audio is sent for transcription only when you initiate voice entry and a network connection is available.
• Timeline consolidates symptoms, voice entries, and health events in one view

Labs, coach & visit prep

• Labs: Enter results manually or view trends with reference bands; expanded explanations run on-device and are free (no Health AI Points)
• Between-visit coach: Profile or Home → Coach — weekly goals by disease combination (free)
• Visit prep: Doctors tab → Visit Prep — rule-based preparation is free; PDF export on Premium/Family

Notifications not working

• iOS: Settings → ChronicOS → Notifications → Allow Notifications
• Ensure medication reminders are enabled on each med entry in the App
• Background refresh, Low Power Mode, Focus / Do Not Disturb, and scheduled Summary can delay alerts

App crashes or won’t open

• Update to the latest App Store version
• Restart your device
• Ensure sufficient free storage
• On iPad, test both portrait and landscape — ChronicOS is a universal app with adaptive layout
• If persistent, email us with device model, iOS version, app version, and what you were doing before the crash

5. App Store Review Notes (Version 1.0.0)

The following paths help Apple App Review test core features without special credentials:

1. Demo mode: Welcome screen → View Demo → complete optional consent → explore all five tabs.
2. Voice symptom (offline): Timeline → Symptoms → Voice Symptom → Try demo sample → Save to Patient Timeline.
3. Subscriptions (Sandbox): Profile → Health AI Points / Subscription. Product IDs: com.jchen.ChronicOS.premium.monthly, com.jchen.ChronicOS.family.monthly, com.jchen.ChronicOS.boost.50, com.jchen.ChronicOS.boost.100.
4. Family dashboard: Requires active Family subscription; otherwise shows plan-required message.
5. Patient Portal (Coming Soon): Profile → Settings & privacy → Patient Portal (Coming Soon) — informational Coming Soon cards and optional waitlist only; no live OAuth.
6. Cloud sync (optional): Profile → Account → sign in → Settings & privacy → Sync now.

ChronicOS is a personal health organization tool, not a medical device or emergency service. AI output is informational only.

6. Billing & Subscription Support

All payments are processed by the Apple App Store. We do not receive or store your full payment card number. For charges, renewals, billing disputes, or refunds:

• Apple: reportaproblem.apple.com or Apple Support

Email us at hello@familymedvault.com for help understanding your ChronicOS plan, Health AI Point balance, or entitlement after you have checked your App Store subscription status.

7. Accessibility & Language

ChronicOS supports English, Chinese (中文), and Spanish (Español) in-app. Cycle language from the welcome screen or Profile → Settings & privacy. If you encounter accessibility barriers (VoiceOver, Dynamic Type, contrast, or navigation), describe them in your support email and we will consider improvements in future updates.

ChronicOS runs on iPhone and iPad (universal app). Layout adapts to larger screens with split columns and adaptive grids.

8. Security Reports

To report a suspected security vulnerability, email hello@familymedvault.com with subject ChronicOS Security Report. Please include steps to reproduce if possible. Do not publicly disclose vulnerabilities before we have had a reasonable time to investigate and respond.

We implement reasonable security measures including encryption in transit, encrypted cloud payloads, and authenticated APIs. No system is perfectly secure — protect your device with a passcode or biometrics and keep credentials confidential.

9. Support Scope & Limitations

Technical support covers app installation, account sign-in, cloud sync, subscriptions, data export/deletion, family profiles, caregiver invitations, Patient Portal Sync waitlist questions, and feature questions. We do not provide:

• Medical advice, diagnosis, treatment recommendations, or interpretation of your labs or symptoms
• Emergency response, telehealth, or on-call clinical services
• Guaranteed data recovery after device loss, factory reset, or uninstall without cloud backup
• Support for modified, jailbroken, sideloaded, or unsupported devices beyond commercially reasonable efforts
• Live patient portal connection, FHIR troubleshooting, or import of third-party health records in version 1.0.0 — Patient Portal (Coming Soon) is not operational at launch
• Support for health systems’ patient portal login issues, password resets, or account access (contact your provider directly)

ChronicOS is operated by an individual developer, not a hospital or HIPAA-covered entity. Support is best-effort and subject to the disclaimers and limitations of liability in our Terms of Use and Privacy Policy.

10. Disclaimer (Individual Developer)

TECHNICAL SUPPORT, FAQ CONTENT, AND ANY RESPONSES BY EMAIL ARE PROVIDED FOR CONVENIENCE ONLY ON AN “AS IS” AND “AS AVAILABLE” BASIS WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW.

TO THE FULLEST EXTENT PERMITTED BY LAW, THE OPERATOR (AN INDIVIDUAL DEVELOPER) SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES ARISING FROM OR RELATED TO YOUR USE OF SUPPORT SERVICES OR RELIANCE ON SUPPORT CONTENT, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. OUR AGGREGATE LIABILITY ARISING FROM OR RELATED TO THE APP OR SUPPORT SHALL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID US IN THE TWELVE (12) MONTHS BEFORE THE CLAIM OR (B) FIFTY U.S. DOLLARS (USD $50), EXCEPT WHERE SUCH LIMITATIONS CANNOT BE EXCLUDED UNDER MANDATORY LAW.

Nothing in this page limits rights that cannot be waived under mandatory consumer protection laws in your jurisdiction. For full terms, see our Terms of Use.

11. Emergency Resources (U.S.)

ChronicOS is not for emergencies. Do not use the App or email support for urgent medical situations.

Life-threatening emergency: 911
Poison / medication emergency: Poison Control 1-800-222-1222
Mental health crisis: 988 Suicide & Crisis Lifeline