Support

Help with purchases, backups, access, and compatibility

Need help? Email support@drprescribe.in. Please include your device type, operating-system version, app version, and a brief description of what happened. Do not email patient information, prescription files, or unencrypted backups.

We normally reply within two business days.

Restore an iOS purchase

1. Connect the device to the internet and confirm that it is signed in with the Apple Account used for the original purchase.
2. Open Dr.Prescribe and go to Settings → Manage subscription.
3. Tap Restore purchases and allow Apple a moment to verify the subscription.

If restoration still fails, restart the app and try again. You can also check the subscription under your device's Apple Account settings before contacting support. Dr.Prescribe cannot view, change, or refund purchases made through Apple.

Backups and data loss

Patient and clinic records are stored on your device. The developer does not keep a copy and cannot recover records from a lost, damaged, reset, or uninstalled device. Create encrypted backups regularly and save them somewhere separate from the device, such as a local computer, USB drive, or storage provider you choose.

• Keep the backup passphrase in a safe place. It cannot be recovered or bypassed.
• Before replacing, resetting, or uninstalling the app, confirm that you have a recent backup and know its passphrase.
• To restore, choose the backup file in Dr.Prescribe and enter its passphrase. Review the replace or merge choice carefully before confirming.
• If a backup is rejected, keep the original file unchanged and contact support with the app version and exact error message. Do not send a real patient backup by email.

PIN troubleshooting

• Enter the app PIN, which may differ from your device passcode.
• If Face ID, Touch ID, or fingerprint unlock was previously enabled, use the biometric button on the lock screen.
• After repeated incorrect attempts, wait for the displayed lockout period before trying again.
• The PIN is stored only as a salted hash. Support cannot retrieve, reset, or bypass it.

Do not uninstall the app to solve a forgotten PIN unless you have confirmed a usable encrypted backup and its passphrase; uninstalling can permanently remove the on-device records.

Supported platforms

• iPhone and iPad: iOS or iPadOS 16.4 or later.
• Android phones and tablets: Android 8.0 (API 26) or later.
• Windows: the Dr.Prescribe Windows companion app on 64-bit Windows.

Privacy

See the Dr.Prescribe Privacy Policy for details about on-device storage, Apple StoreKit, local Wi‑Fi sync, sharing, and backups.