How do I get help with Akoua?

Most questions are answered somewhere in this help centre, so it’s worth a search first. If you can’t find it, here’s how to reach a person.

How to reach us

If you subscribe and something is broken or confusing, write to support@akoua.ai and include your session ref if you have one. For general questions and feedback — including from clinicians who haven’t started yet — hello@akoua.ai is the one to use.

For access, correction or deletion requests about your own data, write to privacy@akoua.ai. For Australian and New Zealand organisations those are handled in line with the Australian Privacy Principles, and the privacy policy sets out your rights in full. For United Kingdom organisations they are handled in line with UK GDPR — the UK privacy notice sets out your rights, our Article 27 representatives and the request portal, and the ICO is your next step if you’re unhappy with our answer.

The contact page has the full list, including the contact form and the phone number if you’d rather talk it through.

What to include

You’ll get a faster answer if your first message covers:

• What you were doing — the screen you were on and the step you’d reached.
• What happened, and what you expected instead.
• Which app — web, Windows, iPhone or Apple Watch — and roughly when.
• Anything you already tried.

What not to include

Keep your message operational. Don’t paste patient names, dates of birth, or clinical content into an email or a contact-form message.

We don’t need identifying details to investigate, and a support inbox is the wrong place for them. Consult recordings aren’t ours to listen to anyway: only you can listen back, while the draft is open, and once you confirm the note there is nothing left to listen to. Access to clinical data is limited and written to an append-only audit log.

Before you write

If something looks broken rather than confusing, check whether it’s a wider outage first — that answers it immediately and saves you the wait.