Accounts and troubleshooting

Reporting a problem

Tell Kinovo support what you were trying to do, what you expected and what happened instead. A short, specific description helps us investigate without unnecessary private information.

Who this article is for

Anyone who needs help using Kinovo or wants to report incorrect behaviour

Where to find it

When signed in, open Help and choose Contact support.
From the website, open Support, or email support@kinovo.com.au.

Start with a short description

In the signed-in support form, describe the problem in What went wrong?. The public Support form also asks for your name, reply email and a category.

For example: “I opened Tasks on my phone and selected an assigned task. The panel stayed blank. This happened around 10 am Brisbane time in Chrome.”

Include the details that help reproduce it

The action you were trying to take and the page you were on.
The last few steps before the problem.
What you expected, and what happened instead.
The exact error wording, if shown.
The approximate date, time and timezone.
Your device and browser, and whether you were using the installed app.
Whether it happens every time or only once.

Check and send the request

The signed-in form offers Include page context. Leave it selected to share which page you were using, or clear it if you prefer. This does not include the page content or care-team details.

Check your message, choose Send support request and wait for confirmation.

Support replies by email. If the form cannot send, keep your message and retry, or email support@kinovo.com.au. Avoid sending duplicate reports of the same problem unless you have new information.

Keep passwords and private care information out

Never include your password, confirmation link, password-reset link or invitation link.
Do not paste a full care record, plan, clinical report or identity document into the request.
If sharing a screenshot through an agreed channel, hide unrelated names, private details and access links first.
If support needs a sensitive file, wait for instructions about how to share it securely.

Choose the right person to contact

Product, account and setup help: use Support or support@kinovo.com.au.
Unexpected access or a security concern: contact security@kinovo.com.au.
Privacy or information-handling concerns: contact privacy@kinovo.com.au.
Care-team membership, permissions or the meaning of a task: ask the Team leader or the person responsible for that work.

Support is not an emergency service

Do not wait for a support reply when someone may be unsafe or needs urgent help. Use the appropriate emergency, health or provider contact directly.

Still need help?

Tell us which step you need help with and any error you saw. Leave out passwords, invitation links and private care information that is not needed to explain the problem.

Ask Kinovo support