Support
Help with the Doc24hrs app in the United States. If your question is not answered here, write to us.
Contact us
Write from the email address of your Doc24hrs account and tell us which phone you use (iPhone or Android). Do not send your password or health details by email.
The scan
How long does a scan take?
About 30 seconds. Use good, even light on your face, look at the front camera and keep still until it finishes.
Does the video leave my phone?
No. The video is processed on your phone and is not uploaded. Signals derived from it, plus your age, sex, height, weight, smoking, blood pressure medication and diabetes, are sent to our scan provider to compute your results. See the Privacy Policy.
Is Doc24hrs a medical test?
No. Doc24hrs is a wellness tool, not a medical device. It does not diagnose, and its results are estimates that can be wrong. Talk to a health professional before you make decisions about your health.
When does a scan count?
Only when its result is saved. A scan that fails or that you do not finish does not use a scan from your plan.
Who can be scanned?
Adults, and teens 13 to 17 on a Family plan with the consent of the plan holder as their parent or legal guardian. Children under 13 cannot be scanned.
Memberships
What plans are there?
Individual, with 4 scans a month just for you, and Family, with 8 scans a month shared by you, your spouse or partner and up to 3 children. Both are monthly subscriptions bought in the App Store or Google Play. The price is shown in the app and in the store before you buy.
Do unused scans roll over?
No. Included scans reset every billing period. If you run out, you can buy extra scans as one-time purchases. Extra scans never expire and are used only after your included scans.
How do I cancel?
In your App Store or Google Play subscription settings. In the app, Account and then Manage subscription takes you there. Your membership stays active until the end of the period you already paid. Deleting your Doc24hrs account does not cancel your subscription.
I changed phones and my plan is not showing
Sign in with the same Doc24hrs account and tap Restore purchases, in Account or on the plans screen. Use the same Apple ID or Google account you subscribed with.
Refunds
Purchases are processed by Apple or Google, and refund requests follow their policies. The Membership Terms have the details.
Employer or organization benefit
What is it?
Some employers and organizations that work with Doc24hrs give their people a membership as a benefit. Your organization gives you a code that links that benefit to your Doc24hrs account. Each benefit is an Individual or a Family plan, either for a set time or with no end date.
How do I link it?
In the app, go to Account and tap Employer or organization benefit. If you do not have a plan yet, you can also tap Link your organization benefit on the home screen card. Type the code your organization gave you and confirm. Your membership then shows Provided by and the name of your organization, with the date it ends or no end date. A benefit does not renew, and nothing is charged to you.
My code does not work
Check the letters and numbers; dashes do not matter. A code may be paused, not started yet, expired, used up or tied to another email address. You need to be 18 or older, and a code cannot be used while you have an active paid membership. Codes issued for PREVIA in Mexico do not work in the U.S. app. If it still fails, ask your organization or write to us with the code.
Naia, the AI assistant
Who is Naia?
An assistant generated by artificial intelligence, with a video avatar and a voice. She is not a person and not a doctor. She does not diagnose, and she can make mistakes.
Which language does she speak?
English and Spanish. She greets you, listens and answers in the language of the app, which you can change in Account. For now she may not understand you if you speak to her in the other language.
What does she receive?
What you say while she is active, the text of the conversation and the context you give her, such as the reason for your visit or, on the results screen, your scan results. That data goes to the AI providers listed in AI Assistant (Naia). The app asks for your permission before Naia starts.
Can I use Doc24hrs without Naia?
Yes. You can scan without her and say no when the app asks for permission. If you already said yes, turn off the AI assistant in Account, under AI assistant (Naia), at any time: that withdraws your permission for your whole account.
Can teens use Naia?
Teens 13 to 17 on your Family plan can use Naia only with your permission as their parent or legal guardian.
How do I report a response?
Tap Report response in Naia’s panel and tell us what was wrong. You can also write to us.
Doctor consultations
Doctor consultations are not available in the United States yet, and no membership includes them. The Doctor consultation option in the app lets you prepare your visit with Naia and scan now. The waiting room is a demo: no doctor joins.
Emergencies
Doc24hrs is not for emergencies. If you think you may have a medical emergency, call 911. If you are in crisis or thinking about suicide, call or text 988, the Suicide & Crisis Lifeline, in English or Spanish.
Your account
I forgot my password
On the sign-in screen, tap Forgot password? and we will email you an 8-digit code to set a new one.
How do I delete my account?
In the app, go to Account, tap Delete account and confirm with your password. If you no longer have the app, see Delete your account.
Legal documents
These documents are drafts pending review by U.S. counsel. Each one shows a DRAFT notice at the top until they are final.