Support — Path-iQ

Path-iQ is a clinical platform. We treat every support contact as potentially time-sensitive, and we prioritise issues that affect patient care, security, or your ability to sign out reports. The fastest route is email to rahul.wasnik@pathiq.cloud with a clear subject line.

01How to reach us

Use whichever route fits the issue. The same address routes to our support team — the subject line tells us how to triage.

General support

rahul.wasnik@pathiq.cloud — subject line "Support request".

Mobile app issue

rahul.wasnik@pathiq.cloud — subject line "Mobile app issue". Include device model, OS version, app version, and what you were doing when the issue happened.

Account & billing

rahul.wasnik@pathiq.cloud — subject line "Billing".

Clinical safety concern

rahul.wasnik@pathiq.cloud — subject line "Clinical Safety Concern". Treated as priority.

Security disclosure

rahul.wasnik@pathiq.cloud — subject line "Security disclosure".

Data subject request

rahul.wasnik@pathiq.cloud — subject line "Data subject request". See the Privacy Policy.

Account deletion

See the Account Deletion page for in-app and email paths.

02Hours and target response times

Email support operates Monday to Friday during business hours in our primary support region. Outside hours, clinical-safety and security messages are monitored and escalated. Indicative first-response targets:

Clinical safety concern: within 1 business hour during hours; on-call review out of hours.
Security disclosure: within 1 business day, often faster.
Service outage affecting sign-out: immediate acknowledgement via the status page; per-customer updates per the contractual SLA.
Mobile app issue / general support: within 1 business day.
Account & billing: within 2 business days.

Enterprise customers with a written SLA have the response and resolution targets set out in their contract, which prevail over the targets above.

03Mobile app help

When reporting a problem with the iOS or Android app, please include:

Device model (e.g. iPhone 15 Pro, Pixel 8).
Operating system version.
Path-iQ app version (Settings → About → Version).
Your account email and organisation, where you can share them.
A short description of what you were doing and what happened.
Screenshots or screen recordings, only if they do not contain patient-identifying information.

For common quick fixes before contacting us:

Sign out and sign back in to refresh your session.
Update the app from the App Store or Google Play.
Restart your device.
Check whether you are on the latest supported OS — we publish a minimum OS version on each store listing.
Check the service status page for ongoing incidents.

04Account, subscription, and billing

Reset password. Use "Forgot password" on the sign-in screen. If your account is SSO-managed, contact your organisation administrator.
Update profile or credentials. Settings → Profile in the app or on the web.
Manage subscription. See the Cancellation Policy for iOS, Android, and enterprise paths.
Refund request. See the Refund Policy.
Invoices. Enterprise invoices are sent to your billing contact; in-app purchase receipts come from Apple or Google.
Delete your account. See the Account Deletion page.

05Clinical safety

If you believe a Path-iQ AI output is wrong, misleading, or has contributed to a near-miss or adverse event, contact us immediately at rahul.wasnik@pathiq.cloud with subject line "Clinical Safety Concern". Include the case identifier, the affected module, and a short description. The named pathologist who signed out the case remains responsible for the clinical decision. See the Clinical Safety Disclaimer for the full incident-reporting workflow.

06Security issues

To report a suspected vulnerability, account compromise, or suspicious activity, email rahul.wasnik@pathiq.cloud with subject line "Security disclosure". We acknowledge receipt and will not pursue legal action against researchers acting in good faith under a coordinated disclosure. Please give us a reasonable time to investigate and remediate before public disclosure.

If a device running Path-iQ is lost or stolen, contact your organisation administrator to revoke the session immediately, or email us with subject line "Lost device".

07Common questions

I can't sign in.

If you use SSO, your organisation administrator manages access. Otherwise use "Forgot password" on the sign-in screen. If MFA is the blocker, your administrator can re-enroll your device.

I'm not receiving notifications.

Check that notifications are enabled in your device settings for the Path-iQ app, that you're signed in to the correct account, and that your organisation has not paused notifications for your role. iOS users should also confirm Focus modes are not silencing alerts.

The app is slow or crashing.

Update to the latest app version, restart the device, and check the service status page. If the issue persists, send us the diagnostic identifier shown under Settings → About.

Where is my case?

Cases are scoped to your laboratory or organisation tenant. If you expected to see a case and don't, contact your organisation administrator — Path-iQ support cannot grant access to cases outside your authorised tenant.

I need a feature that doesn't exist.

Feature requests are welcome. Email us with subject line "Feature request" and we'll route it to the product team. We can't commit to timelines but we read every request.

08Service status

For real-time service status, planned maintenance, and incident history, see the status page linked from your tenant dashboard. Enterprise customers also receive status email notifications. If you suspect an outage but the status page is green, email us with subject line "Possible outage" and include a timestamp.

09Escalation

If your issue is not being resolved through normal support, reply on the same email thread with subject line prefixed "ESCALATION:" and your support team will route it to a senior contact. Enterprise customers can use the named escalation contacts in their contract.