Skip to content

Support

Need help? You’re in the right place. Use this page to talk to a person, fix a common issue, or find a step-by-step guide.

Open Live Help in the App Email Support

How to get help

  • Live Help

    Chat with our team inside the Superinsight app. This is usually the fastest way to get help.

    1. Open Superinsight
    2. Look for Live Help in the app
    3. Send a short message describing what you’re trying to do

    Live Help

  • Email

    Prefer email? Reach us at [email protected].

    Please include:

    • Your name and the email on your Superinsight account
    • What you were trying to do
    • What went wrong (and a screenshot if you have one)
    • The case name, if it relates to a specific case

Before you contact us

Many questions are already answered in the Quickstart Guide and How To Guide. Checking those first can save you time.

Common problems

I can’t sign in

  1. Confirm you’re using the correct email for your Superinsight account
  2. Try resetting your password if prompted
  3. If you recently changed your email or phone number, make sure it’s verified
  4. Still stuck? Contact us through Live Help or email

My file isn’t uploading or processing

  1. Check that the file finished selecting / uploading
  2. Wait a moment — larger medical records can take longer to process
  3. Refresh the page and check whether the file status changed
  4. Try uploading again if it failed
  5. If it still fails, tell Support the file name and what you see on screen

My report is taking a long time

  1. Open the case and check the report status
  2. Wait for processing to finish before downloading
  3. If it stays stuck for a long time, contact Support with the case name and report type

I don’t know where to start

Begin here:

  1. Open or install Superinsight
  2. Follow the Quickstart Guide
  3. Explore the How To Guide for specific tasks

Helpful guides

I want to… Go here
Create my first case and report Quickstart
Open or install Superinsight Installation
Learn a specific feature How To Guide
Understand credits Credit Usage
Manage my subscription Subscription
See what’s new Release Notes

What to expect from Support

  • We’ll help with account questions, product how-tos, and troubleshooting
  • For the fastest response, include screenshots and the steps you already tried
  • If your question is about a specific case, include the case name

Looking for legal or policy info?

See our Privacy Policy, Terms of Use, and HIPAA Notice.

Next steps