Frequently asked questions

The eligible package’s 360-day membership starts at genuine claim-code activation, not while the package is at Amazon. Follow the instructions inside the package, create an account or sign in, and complete activation and applicable consent choices.

Yes, the linked package cards share the account. Use the same account when linking them. The initial 20 reading credits are granted once per account, not once per card. Keep private claim codes secret.

Yes. The guide and FAQ are public. Use the language controls here, or ‘More’ → ‘Language’ when signed in. Your selected language follows you between pages.

One selected original PDF page or eligible photographed page/card side or coherent readable document screenshot (visible content only). Only an explicitly confirmed reading starts processing. Upload, quote, navigation, review, reopening, status and final Add do not start another reading or debit.

Eligible PDFs and JPG/JPEG, PNG or WEBP images under the existing limits. DOCX/XLSX/TXT storage does not grant AI-reading eligibility; these remain unfinished. No automatic parser or conversion bridges this gap.

No blind retry. Reopen the same document/operation and inspect its status. Unknown or unresolved outcomes protect the existing request. A saved result remains reusable without another reading.

No. Coverage describes the original; settlement describes the confirmed request. Selecting pages 1 and 3 and completing both uses 2 reading credits even if page 2 is unread. Failed or incomplete processing has its existing once-only restoration on settlement. Check actual usage and balance; a pending or uncertain outcome is not proof of restoration.

Yes, if its persisted saved reading has valid usable content. The warning gives pages read/total and unread page numbers. Visitors can open the entire original; both assistants use only valid saved readable content and matching coverage. Entirely unread or notes-only documents remain unfinished.

No. When you review a document and choose “Add to my emergency record”, you confirm sharing both the document and the medical profile displayed on that review screen. You can also choose “Confirm current medical profile for the shared record” separately, without adding a document. If you previously withdrew profile sharing, a fresh Add confirmation that includes the displayed profile shares it again. Uploading, saving a draft or reopening a saved result does not restore sharing. Reviewing, reopening and making it available to the other assistant do not cause another reading. New chat questions retain their separate normal costs.

Review source-bound corrections and uncertainty against the original. Request additional reading or replacement only through a new explicit quote. The old valid commitment remains until a successful explicit update; an unfinished attempt does not replace it.

A new private question or summary requires the displayed chat-credit quote and separate send confirmation. A retained authorized saved answer reopens free. Public questions and summaries use the owner’s separate shared daily allowance in the orange notice, not a per-visitor allowance. It resets at 00:00 UTC; funding or other limits may stop requests earlier. Reading credits are separate from both.

Anyone possessing the emergency link, not only verified medical personnel. A committed original includes unread pages. Unfinished additions have no public-original access. Remove a source/withdraw consent to stop future app access; prior copies cannot be recalled.

No. Only eligible medical sources and coverage are shared. Conversations, authorization and owner/public funding stay separate. The orange public banner describes the shared owner allowance; questions and summaries both count.

No. Withdrawal stops future access and AI use of the affected source, while independently authorized sources remain. It does not itself physically erase saved answers, recovery content or backups. Ask support for an assessed erasure request; necessary accounting/outcome evidence and lawful holds are preserved. Copies already received cannot be recalled.

An eligible initial package activation includes 20 account-shared reading credits once and 800 private-chat credits after required acceptance. Reading credits and chat credits are separate. A chat credit is not one message: each quoted request sets its cost.

Reserved credits belong to an existing request awaiting settlement. A complete selected-page reading consumes its reserved credits even if other original pages were not selected. Failed/incomplete reading processing restores the request’s reserved reading credits once on settlement. Private-chat customer credits and provider-cost safety holds follow their separate settlement rules. Pending or uncertain status alone proves neither a debit nor restoration; check the existing request and activity.

Renewals add no reading credits. Paid 30-, 90- and 360-day terms allocate 80, 240 and 640 included chat credits after required acceptance. Future-term credits become available when that term starts. Included chat credits end after their term and existing 30-day grace; grace adds no new credits.

Purchased reading and chat credits do not expire, and they do not extend membership. New private-chat answers require eligible paid membership or its grace. Other document and reading actions still follow the membership permissions shown in the app. Retained saved results are not erased just because membership expires.

You may buy eligible chat credits while your balance is healthy. Low-balance reminders are separate. Pending requests, uncertain holds, safety reserves, payment reviews and service interruptions need their own resolution; more credits do not fix them. Read the gauge’s text as well as its colour. Capacity depends on the account, not always 800.

Reopen the same purchase or receipt in ‘Purchases’. Check its status and available records. Do not place a duplicate order because payment or credit delivery is unresolved. Contact support with that purchase reference.

For an app purchase, open its withdrawal function and keep the acknowledgement, or contact support about defects or non-delivery. Refunds follow the existing Terms and statutory rights and are administered manually; a proposal is not completed payment. There is no extra general change-of-mind refund promise. For an Amazon package, start with your Amazon order; the app does not refund Amazon orders.

Open ‘More’ → ‘Medical cards’ and use the affected card’s lost-card form. Follow its replacement request and any required replacement claim steps. This does not mean a replacement is already delivered. Contact support if you cannot complete the available steps.

No. Manage recipients and email verification in ‘Emergency scan alerts’. A pending address is not verified. Location needs the visitor’s browser permission and delivery is not guaranteed. Contact emergency services directly in an emergency.

Reopen the existing result, purchase or ticket first. In ‘Support’, describe its status and reference; do not include passwords or private claim codes. If you cannot sign in, email Support@icareintel.se. Share only what is needed to investigate.