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Frequently Asked Questions

Getting Started

What is Mediqom?

Mediqom is a secure medical record management platform that helps families and healthcare providers organize, analyze, and share health information using AI-powered insights and zero-knowledge encryption.

How do I get started?

  1. Sign up for a free account at /auth
  2. Create profiles for your family members
  3. Upload documents by taking photos or uploading files
  4. Explore AI insights about your health data
  5. Share securely with healthcare providers

Is there a mobile app?

Yes! Mediqom works on all devices through your web browser. We also have dedicated mobile apps for iOS and Android coming soon.

Security & Privacy

How secure is my data?

Your data is protected with zero-knowledge encryption, meaning even we cannot access your private medical information. We use:

  • RSA-4096 public key cryptography
  • AES-256 symmetric encryption
  • End-to-end encryption for all data
  • HIPAA & GDPR compliance

Who can see my medical records?

Only you can see your medical records. You can choose to share specific documents or data with:

  • Healthcare providers you trust
  • Family members you designate
  • Emergency contacts in critical situations

What happens if I forget my passphrase?

If you lose your passphrase, your data becomes unrecoverable. This is by design for maximum security. We recommend:

  • Using a password manager to store your passphrase securely
  • Writing it down and storing it in a safe place
  • Sharing with trusted family members for emergency access

Can governments access my data?

No. We use zero-knowledge encryption, which means we don’t have the keys to decrypt your data. Even if compelled by law enforcement, we cannot provide access to your medical records.

Features & Functionality

What types of documents can I upload?

You can upload any medical document including:

  • Lab results and blood work
  • Imaging (X-rays, MRIs, CT scans)
  • Prescription records
  • Vaccination certificates
  • Doctor notes and reports
  • Insurance documents

How does the AI analysis work?

Our AI analyzes your medical data to provide:

  • Health trend identification
  • Medication interaction warnings
  • Preventive care reminders
  • Risk factor analysis
  • Symptom tracking over time

What is AppConnect?

AppConnect is our marketplace of 350+ medical AI specialists that you can access on-demand:

  • Mammography analysis (NYU partnership)
  • Dermatology screening
  • Mental health assessment
  • Rare disease identification
  • Second opinions from specialists

Can I use this with my current doctor?

Absolutely! Mediqom is designed to work with your existing healthcare providers:

  • Share specific records for appointments
  • Generate summary reports for consultations
  • Provide emergency access cards
  • Export data in standard formats

Pricing & Plans

Is there a free version?

Yes! Our free plan includes:

  • 3 family members
  • Unlimited document storage
  • Basic AI insights
  • Emergency access cards
  • Zero-knowledge security

How much does the Family Plan cost?

The Family Plan costs €9.99/month or €99/year and includes:

  • Unlimited family members
  • Advanced AI insights
  • 50 AppConnect credits/month
  • Multi-language translation
  • Priority support

What are AppConnect credits?

Credits are used to access specialized AI analysis:

  • Basic analysis: 10-20 credits
  • Advanced imaging: 40-60 credits
  • Specialist consultations: 100+ credits
  • Credits never expire and roll over monthly

Can I cancel anytime?

Yes! You can cancel your subscription at any time with:

  • No cancellation fees
  • Data export included
  • 30-day money-back guarantee
  • Continued access until period ends

Technical Support

What browsers are supported?

Mediqom works on all modern browsers:

  • Chrome (recommended)
  • Firefox
  • Safari
  • Edge
  • Mobile browsers on iOS and Android

What file formats can I upload?

We support most common formats:

  • Images: JPG, PNG, HEIC, WebP
  • Documents: PDF, DOC, DOCX
  • Medical formats: DICOM, HL7, FHIR
  • Other: TXT, RTF, CSV

How do I share documents with my doctor?

Sharing is simple and secure:

  1. Select documents you want to share
  2. Generate secure link with access controls
  3. Send link to your healthcare provider
  4. Set expiration and permissions
  5. Monitor access in real-time

Can I import from other systems?

Yes! We support imports from:

  • Apple Health
  • Google Fit
  • Epic MyChart
  • Cerner HealtheLife
  • Other FHIR-compliant systems

International Use

What languages are supported?

Mediqom supports:

  • English (primary)
  • Czech (Čeština)
  • German (Deutsch)
  • Document translation in 20+ languages

Can I use this while traveling?

Yes! Your data is always accessible:

  • Emergency access cards for travel
  • Offline access to critical information
  • International emergency contacts
  • Multi-language medical summaries

What about data sovereignty?

We respect international data laws:

  • EU data stays in the European Union
  • US data remains in United States
  • Czech data can stay in Czech Republic
  • GDPR & HIPAA compliant everywhere

Troubleshooting

Why can’t I log in?

Common login issues:

  1. Check your email for verification
  2. Verify your passphrase is correct
  3. Clear browser cache and cookies
  4. Try incognito mode
  5. Contact support if issues persist

My documents aren’t uploading

Upload troubleshooting:

  1. Check file size (max 50MB per file)
  2. Verify file format is supported
  3. Check internet connection
  4. Try different browser
  5. Disable browser extensions

The AI isn’t analyzing my data

AI analysis requirements:

  • Documents must be in supported formats
  • Text must be readable (clear scans)
  • Medical content must be identifiable
  • Processing takes 1-5 minutes
  • Some documents may need manual review

Getting Help

How do I contact support?

Multiple ways to reach us:

  • Help Center: Built-in chat support
  • Email: support@mediqom.com
  • Phone: +420 XXX XXX XXX (EU hours)
  • Emergency: 24/7 technical support for paid plans

What’s your response time?

Support response times:

  • Free users: 24-48 hours
  • Paid users: 4-8 hours
  • Emergency issues: 1-2 hours
  • Critical security: Immediate

Do you offer training?

Yes! We provide:

  • Video tutorials for all features
  • Live webinars monthly
  • One-on-one onboarding for Enterprise
  • Healthcare provider training sessions

Still Have Questions?

Can’t find what you’re looking for? We’re here to help!

Last updated: December 2024