This guide helps clinicians and clinic staff use ScriBee safely, resolve common problems and request assistance. Features, button names and integrations may vary by plan, application version, browser and clinic configuration. The controls available in your account take precedence over an example label in this guide.

1. Contact support safely

Email hello@aiscribee.com for general help, billing, privacy requests or security reports. Use a clear subject such as Technical support, Billing request, Privacy request or Urgent security incident so the request can be routed appropriately.

Include your account email, organization, application or extension version, browser and operating system, the date and time with time zone, steps taken, the error message and the effect on your work. Share only a non-clinical reference or ticket number approved by your organization. Mask patient information in screenshots, including tabs, URLs, notifications and background windows.

Do not send patient names, health card numbers, audio, transcripts, medical documents, passwords, authentication codes or API keys by ordinary email. Ask for a secure transfer method if sensitive evidence is necessary. Support access to patient content must be appropriately authorized; do not assume staff can freely inspect a clinical session.

Support hours and response commitments are those expressly provided in your service agreement or support notice. This guide does not promise continuous monitoring, a fixed response time or a resolution deadline. For urgent clinical needs, use your normal clinical escalation process. ScriBee support is not an emergency service.

2. Before your first encounter

Have your clinic administrator approve ScriBee for your intended workflow and jurisdiction. Review the Privacy Policy, Terms of Service and the processing configuration, including external providers, countries, retention and any required health-information agreement.

Create or access your account at app.aiscribee.com. Use your own credentials, enable available multifactor authentication and set up your professional profile and clinic access. Use a signature image only if authorized. Never share accounts.

Choose an appropriate template and test recording, transcription, saving and export with fictional information. Confirm the browser and microphone work before a patient encounter. Keep an alternative documentation process available.

For the browser extension, use an official installation link supplied through ScriBee or support. Review the publisher and requested permissions. Sign in, open an authorized EMR page and test only a supported workflow. Do not assume compatibility with every EMR or that installation authorizes access to all records.

3. Consent and recording

Before recording, explain what will be recorded, why AI processing is used, the relevant external processing and available alternatives. Obtain and document consent as required by law and your professional obligations, including other participants and substitute decision-makers where applicable. An in-app confirmation does not replace that discussion.

If the patient declines, do not record. Use an appropriate alternative. If consent is withdrawn during a visit, stop capture and follow your organization’s process for existing material and record-retention obligations.

Select the correct patient and encounter, check the microphone, and confirm the recording indicator before speaking. Stop recording at the end of the encounter. Verify that the transcript and draft note have been saved; an on-screen draft is not proof that information has reached the server or EMR.

4. Microphone and virtual visit problems

If no audio is captured, check browser and operating-system microphone permissions, the selected input device, mute controls and whether another application is using the device. Make a short non-clinical test. Avoid repeatedly restarting a live encounter without checking whether duplicate recordings are being created.

For a virtual visit, select the supported virtual recording option and review the browser’s sharing dialog. A browser tab with an available Share tab audio option may capture the call’s audio. Desktop application and system-audio capture depend on the operating system, browser version and available sharing controls; they are not universally supported.

Select the narrowest supported source, close unrelated sensitive windows and confirm that both participants can be heard in a consented test. Sharing a screen or window does not guarantee audio capture. If the required audio option is unavailable, use a supported workflow confirmed by support or document the visit manually. Stop sharing when the encounter ends.

Language availability and accuracy vary by transcription provider, feature and configuration. Confirm the language in your account before use. Review translated output with appropriate language competence, particularly drug names, doses, instructions and negation. Do not assume that every advertised language supports every recording mode.

5. Connection loss and interrupted sessions

If the connection drops, do not assume recording continues or that all audio can be recovered. Some versions may temporarily buffer pending data locally, but this is not a guarantee. Follow your alternative documentation procedure promptly so clinical information is not lost.

Keep the device secure. Avoid clearing browser data, uninstalling the extension or changing browser profiles until pending data has been checked, unless your security team directs otherwise. Reconnect and inspect synchronization, transcript completeness and saved records. Contact support with non-clinical diagnostics if the status is unclear.

During an outage, document care in your approved record system. After recovery, reconcile drafts carefully, avoid duplicate entries and confirm the correct patient and encounter before transferring any recovered material.

6. Review and correct generated documentation

Treat every transcript, note, answer, letter, handout, suggested order and billing code as a draft. Check patient identity, encounter date, speakers, symptoms, negation, examination findings, medications, allergies, doses, units, diagnoses, plans and follow-up. Remove invented or unsupported content.

Where available, correct the transcript or add your own observations, then regenerate the note. Regeneration can change previously correct text, so review the entire new version. Do not overwrite an already signed clinical record without using your organization’s amendment procedure.

AI questions and answers are not a substitute for independent clinical judgment. Do not let generated tasks or orders trigger treatment without the required professional review and authorization. Confirm billing suggestions against applicable payer requirements before submission.

7. Charts EMR transfer and patient selection

When adding documents or capturing an EMR page, confirm authorization, the patient identifier and the scope of the content. Inspect extracted information against the source. Do not rely on an automated mismatch warning to detect every wrong-patient error.

Where supported, use the extension’s insertion function, approved copy and paste, or export controls. Confirm the destination patient, note type and field before transfer. Check that the full text arrived accurately and save it in the EMR. A transfer action is not necessarily a final signature, order submission or referral transmission.

If information is captured for the wrong patient, stop further processing and sharing, notify your clinic privacy lead, and preserve evidence needed for investigation. Correct the records through the approved process. If incorrect content has already reached the EMR or another recipient, arrange correction there as well; editing ScriBee alone may not correct those copies.

8. Accounts teams and records

Use the password-reset or authentication recovery flow available in the application. Support may need to verify identity and organizational authority before changing access. Do not send passwords or authentication codes to support.

Clinic administrators should assign the minimum necessary access and promptly remove departing staff. Before changing clinic membership or closing an account, confirm who is responsible for the records and how authorized users will retain access. Account ownership and clinical-record custody are different matters.

For an export or deletion request, contact support or use available authorized controls. Export and verify required records first. Deletion may not immediately remove audit history, backups or provider copies, and legal retention may apply. A patient should normally request access or correction through the responsible clinician or clinic. See the Privacy Policy and Schedule A of the Terms.

9. Billing and cancellation

Use the billing controls available in Settings or the payment portal linked from your account. Review the displayed plan, billing currency, taxes, renewal date and any proration before confirming a change. If the expected control is unavailable, email support and retain the request and acknowledgement.

Cancellation stops future renewal as described in your agreement; it does not automatically close the account, delete data or create a refund. Check the confirmation and effective date. Refund rights and any approved credits are governed by the Terms, your order form and applicable law. Contact support about duplicate or incorrect charges.

10. Security incidents and vulnerability reports

For suspected compromise, notify your clinic’s security or privacy lead immediately and email hello@aiscribee.com with Urgent security incident in the subject. Where safe, stop affected activity, reset compromised credentials through the official application and revoke sessions using available controls. Preserve relevant evidence and do not delete logs as a troubleshooting step.

Describe a vulnerability using the affected feature, version, steps to reproduce with fictional data and a redacted example. Do not access another person’s information, disrupt the service or conduct intrusive testing without written authorization. Coordinate disclosure with Lynx; this guide does not establish a bug bounty, safe-harbour program or unlimited restriction on lawful reporting.

If you suspect patient information was disclosed, your organization must assess its legal duties without waiting for a routine support response. An email ticket does not replace required reporting to patients, regulators or other authorities.

11. Training and related documents

For onboarding or feature guidance, ask support for the current approved instructions or training resources. Use fictional or properly authorized de-identified examples for demonstrations. Training recordings, screenshots and case studies must not expose patient information without the required authority and consent.

Read this guide alongside the ScriBee Privacy Policy and Terms of Service. Ask support for the current versions if you cannot locate them in the application. A support article does not override your agreement or establish a service-level commitment.