Support
Answers to common questions are below. If you are still stuck, email [email protected] and we will help.
Please do not send us recordings, transcripts or exports of your visits. We do not need them to help you, and email is not a secure way to share health information.
Visits
How do I add a visit?
On the Visits screen tap Add visit (the plus button), enter the reason, choose the doctor under Care team, and tick who is being seen under Patients. The first time, tap Add patient to add yourself. After saving, the visit opens so you can add the diagnosis, questions, notes, follow-ups and attachments.
How do I find an old visit?
Use the search field at the bottom of the Visits screen. It looks through reasons, people, notes, questions, follow-ups, transcripts, translations and the text read from your photos and scans.
How do I delete a visit?
Delete it from the Visits list and confirm Delete visit. Its notes, questions, follow-ups, recordings, photos and documents are deleted too. This cannot be undone.
Family and patients
Can I keep visits for my family?
Yes. Go to settings, then Patients, and tap the plus button to add a child, a parent or anyone else you look after. You can also add someone straight from the new-visit screen with Add patient.
Two of my children saw the doctor together. How do I record that?
Add one visit and tick both children under Patients. The recording and transcript belong to the visit and are shared. Each child gets their own diagnosis, questions, photos and documents, follow-ups and notes; switch between them with the buttons below the recording.
How do I see one person's visits?
Once you have two or more patients, buttons with their names appear at the top of the Visits screen. Tap a name to see only that person's visits and diagnoses, or Everyone to see all of them. Search follows the same choice.
How do I take someone off a visit, or delete a patient?
To take someone off a visit, open the visit, tap Patients and untick them; their part of that visit is deleted after you confirm. To delete a patient entirely, swipe left on them in Patients. Their diagnoses, notes, questions, follow-ups, photos and documents are deleted; the visits and recordings stay for anyone else at them.
Clinics, insurance and bills
How do I save my regular clinics and their doctors?
Open settings and tap Clinics and hospitals. Add a clinic, open it, and tap Add person for each doctor or staff member. When you choose that clinic for a visit, its people are listed first in the care team.
Where do I keep my insurance card?
Open settings, tap Patients, then a person. Under Insurance, add the insurer, member ID, and photos of the front and back of the card. Tap a photo to show it full screen at the front desk.
How do I keep track of a bill?
Open the visit the bill belongs to and, in that patient's part, tap Add bill. Enter who it is from, the amount and the due date, and add a photo of the bill. You get a reminder on the due date. Unpaid bills, with the total to pay, appear at the top of the Visits screen; mark a bill Paid when it is settled.
Recording
How do I record an appointment?
Open the visit, tap Record this visit, and confirm that everyone in the room agreed. Put the phone on the desk between you and the doctor. Tap Stop when the visit ends.
Does recording continue when I lock my phone?
Yes. iOS shows its recording indicator the whole time. If the app closes unexpectedly, the recording is recovered the next time you open it.
The app could not record
Open the iOS Settings app, go to Privacy & Security → Microphone, and turn on WellHeard. Another app using the microphone, such as a phone call, also pauses recording until it ends; the visit shows if a recording was interrupted.
How can I get clearer recordings?
Place the phone between you and the doctor with the bottom edge, where the microphone is, facing the speaker. Keep it out of bags and away from fans or other noise.
Transcripts and translation
How do I get a transcript?
Open the visit, tap Transcript under the recording, then Transcribe. You can leave the screen, but keep WellHeard open until it finishes. Tap any line to hear that moment of the recording.
The transcript is in the wrong language or is nonsense
Set Language spoken in the app's settings to the language your doctor speaks, then open the transcript and choose Transcribe again.
Transcription or translation will not start
The first time you use a language, your iPhone downloads it once from Apple, so connect to Wi-Fi and try again. The languages offered are those Apple supports on your iPhone and iOS version.
How do I translate a transcript?
In the transcript, open the More menu, choose Translate…, pick a language and tap Translate. The translation appears under each original line. If the app says a pair of languages cannot be translated on the iPhone yet, try another language.
The transcript or translation got something wrong
That happens, especially with medicine names and numbers. Tap the line to hear the original audio, and confirm medicines, doses and instructions with your doctor or pharmacist.
Can I save space?
Turn on Delete audio after transcribing in settings. The transcript is kept, but you can no longer listen to the visit or transcribe it again.
Photos, documents and follow-ups
How do I add a prescription or lab report?
In the visit, tap Add photo, document or link. You can take a photo, scan a document, choose photos or a file, or add a web link. Text in photos and scans is read on your iPhone so that search can find it.
I did not get a reminder for a follow-up
Reminders need notifications. Open the iOS Settings app, find WellHeard and turn on Notifications. The follow-up itself is saved either way.
Lock, backup and export
How do I lock the app?
In settings, turn on Require Face ID or passcode. WellHeard then locks each time you leave it. The lock needs a passcode set on your iPhone.
How do I share a visit?
Open the visit and tap the share button to Export as PDF. The PDF includes the transcript and translation, and each patient's part. Opened from one person's visits, the PDF holds only that person's part.
How do I back up everything?
Your visits are part of your iPhone's own backup if you use iCloud Backup or back up to a computer. You can also use Export all data in settings to make one file with every visit, transcript, recording, photo and document. Anyone who has that file can read it, so store it somewhere safe.
Can you recover something I deleted?
No. Your information exists only on your device, so we never have a copy. Restoring an iPhone backup made before the deletion may bring it back.
Subscription
Why am I asked to subscribe?
Your first visit is free. Adding more visits needs the WellHeard subscription, $9.99 a year, which covers your whole family. The visits you already have stay available whether or not you subscribe.
How do I cancel or change my subscription?
In WellHeard, open settings and tap Manage subscription, or go to the iOS Settings app, tap your name, then Subscriptions. Cancel at least 24 hours before the renewal date to avoid being charged for the next year.
I already subscribed. How do I restore it on a new iPhone?
On the subscription screen, or in settings, tap Restore purchase. Make sure you are signed in with the same Apple Account you subscribed with.
How do I get a refund?
Purchases are handled by Apple. Request a refund at reportaproblem.apple.com.
Contact us
Email [email protected]. It helps if you include your iPhone model, your iOS version and what you were doing when the problem happened.
See also the frequently asked questions, the Privacy Policy and the Terms of Use.