Support
Need a hand? Check the common questions below, or send us a request and our team will get back to you - typically within 1-2 business days.
Contact support
Common questions
I can't sign in to my account.+
Sign in with the same email you were invited on. If your organization uses Google or SSO, use that option rather than a password. Still stuck? Send us a request below with the email address you're using and we'll check your account.
How do I invite a teammate or change someone's role?+
Org Admins can invite members and set roles from the Organization settings. Roles control what each person can see and do (Org Admin, Study Manager, Coordinator). If an invite email didn't arrive, ask us to re-send it.
My protocol won't parse, or parsing errored.+
Upload the protocol as a text-based PDF (scanned image-only PDFs parse poorly). If a parse errors instantly or looks stale, use the admin "Fresh parse" option to bypass the cache and re-run it. If it still fails, include the trial name in a request and we'll investigate.
A patient match returned no results or unexpected scores.+
Matching evaluates each patient against the trial's eligibility criteria. "No data" on a criterion means the source record didn't contain enough to decide it - it isn't the same as "not eligible." You can override individual criteria on a patient's record. Tell us the trial and patient reference if a result looks wrong.
SMS screening messages aren't sending, or a patient wants to opt out.+
Patients can reply STOP at any time to opt out immediately, and START to opt back in. If outbound messages aren't sending, check that the patient has a valid mobile number and hasn't opted out. See the SMS Terms for full details.
How do I connect an EHR (Epic, Athena, AdvancedMD, eClinicalWorks)?+
EHR connections are configured per organization. If you need a new connection set up or an existing one is failing to pull patients, contact us with the EHR vendor and your organization name.
How do I request deletion of my data?+
You can request deletion of your data at any time - see our Privacy Policy for what we hold and how deletion works, then send a request below or email privacy@bondtrials.com.