How best to get in touch when you have a problem.
Sometimes things go wrong. People can't access their account or patients cannot retrieve their programs.
We're here on the other end of the phone or email to help you out. But to get the quickest resolution and avoid a game of email tennis, here are a few requests we have to you to ensure we can assist you as efficiently as possible.
- State the problem.
eg. "I cannot access my clinician Physitrack account and the "Forgotten password" button isn't sending through a new password. My name is Monica Velasquez, and my Physitrack email address is firstname.lastname@example.org"
- Let us know how you usually access your account and if you have had the same problem with your other portals.
As you know, Physitrack can be run on a web browser, or as an iOS app. PhysiApp can be run on a web browser, an iOS app and an Android app. The more details you can tell us the better.
eg. "I usually access Physitrack on my MacBook Air via Google Chrome with no problems but for some reason this has stopped working."
- Take a screen shot or video of the problem.
With so many different laptops, computers, smart phones, tablets and operating systems in the world comes even more potential sources of error. If you are receiving a pop up, a warning, an irregular behaviour on our platform, the more visuals you can send us the better. Most hardware devices these days have the facility to take a screen shot (a picture of your current screen) and even a video. If possible, please try and send this with your email. This greatly helps us and our developers to assist you. Different hardware will have different ways of accessing these functions, so take a look at some of the links below, or use your web browser to search for "How to take a screen shot on a XXXXXXX".
How to take a screen shot on a Mac
How to take a screen shot on a Windows computer
How to take a screen shot on a iPhone
How to take a screen shot on an Android device
- Send your email to your Physitrack sales agent, or get in touch on email@example.com
Here's a link to our Patient Help document which may help you to help them with any issues.
So when your computer, smart phone or tablet informs you of these upgrades, be sure to allow them.
And don't forget to check your patients have done the same and are running the latest software on their device. **
Go to the "Settings" menu on your hardware to check if there are any software upgrades to install.