Support
Fix it, look it up, or ask us
Quick fixes for recording problems, answers to common questions, and a direct line to our support team.
Please don't include patient information in support requests
Leave out patient names, dates of birth, record numbers, transcripts, note text and screenshots that show patient details. Instead, tell us what happened, roughly when, and which browser you were using. If the problem is with a specific visit, send the visit's web address from your browser's address bar. It contains an ID, not patient details.
Troubleshooting
Quick fixes for recording problems
The checks that solve most recording issues, in the order to try them.
The microphone isn't picking anything up
- Allow microphone access when your browser asks.
- If you blocked it earlier, open the site settings from the icon next to the address bar, allow the microphone, then reload the page.
- Quillentra uses the default microphone set in your browser or computer. Check that the right one is selected in your sound settings.
- While you record, the level bars should move when you speak.
The connection dropped during a recording
- Keep recording. Audio uploads in 10-second segments as you go, and failed segments retry automatically.
- If you see Connection problem, keep the tab open. Segments that haven't uploaded yet are held only in the tab's memory, never saved to your device.
- Wait for Audio saved securely before closing the tab. Once you stop and the audio is saved, you can leave the page while your note is written.
Telehealth: the patient can't be heard
- Use Chrome or Edge on a desktop computer.
- When the sharing dialog opens, choose the browser tab with your call and turn on Share tab audio.
- If Quillentra can't open your microphone, for example because your headset is busy, it still records the tab's audio, which carries the patient's side of the call.
A visit failed to process
- Open the visit and choose Retry.
- Audio from a failed visit is kept for 7 days so you can retry, then deleted.
- If it keeps failing, contact support and include the visit's web address from your browser's address bar. It contains an ID, not patient details.
It says I'm already recording on another device
- Your account records one visit at a time, across every device, browser tab and practice.
- Go back to the other recording and choose Stop & create note or Discard, then start again here.
- A recording that's been paused, or whose tab was closed, stops counting after a few minutes.
- If you didn't start the other recording, sign out of your other sessions in Settings → Sign-in & security and tell your practice's owner or admin.
An uploaded recording won't go through
- Use an MP3, M4A, WAV, WebM, OGG or FLAC file.
- Files can be up to 500 MB.
- Keep the page open until the upload finishes.
Still stuck? Contact support.
FAQ
Common questions
How do I sign in? Do I need a password?
No password needed. On the sign-in page, enter your email and select Continue with email: we email you a 6-digit code that expires in 10 minutes. Or select Continue with Google or Continue with Apple.
If you'd like a password as well, add one in Settings → Sign-in & security. Every password sign-in also asks for a code from an authenticator app.
I didn't get my sign-in code.
Check your spam or junk folder, confirm the email address, wait 30 seconds and select Resend code. Only the most recent code works. See Didn't get a sign-in code for more.
I lost my phone or authenticator app.
Your authenticator is only used for password sign-ins, so you can still sign in with an emailed code. To use your password again, sign in with a backup code (choose Use a backup code instead), or email support@quillentra.com from the address on your account and we'll help reset two-step verification once we've confirmed it's you.
Why was I signed out?
To protect patient information, Quillentra signs you out automatically:
- after 15 minutes without activity. A warning appears 60 seconds before, and choosing Stay signed in keeps you in. Activity in any Quillentra tab counts, and the timer pauses while you're recording or uploading audio;
- when your session reaches 12 hours, however active you've been;
- on your other devices, when you change or reset your password.
If you were signed out for inactivity or because your session reached its limit, the sign-in page says so.
Which browsers are supported?
Quillentra is a web app, so there's nothing to install. Use a recent version of Chrome, Edge, Safari or Firefox. Recording telehealth calls from a browser tab needs Chrome or Edge on a desktop computer.
Does Quillentra connect to my EHR?
Not directly yet. You can copy a whole note, or a single section, with its formatting, and paste it into your EHR. You can also export any document as a PDF or Word file.
Where is my audio?
By default, a visit's recording is deleted as soon as its note is written. The transcript and note stay until you delete them, and you can view and copy the transcript from the visit.
Practice owners and admins can choose to keep audio for 7 or 30 days in Settings → Organization → General. If a visit fails to process, its audio is kept for 7 days so you can retry. Recordings that were never finished are deleted after 24 hours. See Data retention & deletion for every retention period.
Who manages our plan and invoices?
Billing belongs to the practice. Its owners and admins manage the plan, payment method and invoices in Settings → Organization → Billing; other members can see which plan the practice is on. Paid plans are priced per seat, and everyone in the practice is a seat, admins included: inviting someone adds a seat, prorated on the next invoice.
Paid plans are launching soon. Until then, every practice has full access at no charge.
Read Plans and billing for seats, recording hours and cancellation. For a question about an invoice or a payment, contact us.
Is Quillentra HIPAA compliant?
Yes. Quillentra is built to handle protected health information under HIPAA. Every practice is covered by our Business Associate Agreement, which you accept when you set up your practice, and every vendor that can access patient information has signed one with us.
Compliance is shared: your practice stays responsible for its own obligations, such as telling patients about recording and keeping signed notes in your record system. Data retention & deletion explains our safeguards.
How do I export my data or delete my account?
Go to Settings → Data & privacy. You can download everything you've created there, and delete your account after confirming it's you: type DELETE, plus your password if you've set one (otherwise it works within 10 minutes of signing in). Export first, because deletion is permanent. The visits and documents you created belong to your practice's records, so they stay with the practice unless you're its only member. See Delete your account.
How do I report a bug or request a feature?
Signed in, open a request from Settings → Support (or Help & support in your account menu). Otherwise use the contact form or email support@quillentra.com. Tell us what you expected, what happened instead, which browser and device you used, and roughly when it happened. Feature ideas are welcome too. Please leave out patient information, including in screenshots: our support team can't see your patients, visits or notes.
Keeping your account safe
You sign in with a one-time code sent to your email, or with Google or Apple, so your email account's security protects your Quillentra account. Here's how to recognize messages from us.
- We'll never ask for your sign-in codes, password, authenticator codes or backup codes. Anyone who asks isn't us.
- Our emails never contain patient information. Be wary of any message that claims to be from Quillentra and asks for patient details or sign-in information.
- We email you when a password is added, changed or reset, or two-step verification is turned off. If you didn't make the change, reset your password right away, then let your practice administrator and our support team know.
- Review your active sessions in Settings → Sign-in & security and sign out any device you don't recognize.
- Report suspicious messages or security issues to security@quillentra.com.
Still need a hand?
Send us a message and we’ll get back to you by email. Remember to leave out patient information.