Contact and support

One address for everything

The single support channel is support@synapsechat.app. It goes to the Synapse team directly. There is no ticketing portal or chat queue to navigate. Use it for anything, including:

• Waitlist and early-access questions
• Verification and eligibility questions
• Account changes and closure requests
• Privacy questions and data requests
• Suspected security issues with your account

What to include

You will get a faster, more useful reply if you include:

• Who you are: the name and email you used on the waitlist or your account.
• What happened: what you were trying to do and what you saw instead.
• Anything relevant: screenshots help, but remember the golden rule: never include identifiable patient information in an email, ever. See De-identified by default.

What to expect

We are a small team and read everything. We aim to reply within a few business days, and sooner where we can. Suspected account compromise and security reports are prioritised, so say so in the subject line.

Synapse Chat is not for emergencies. If you or a patient needs urgent help, call 000 (Australia) or go to your nearest emergency department.

Before you email

Your answer may already be in the help centre. Try the help centre home or the search box. For account basics, see Managing your account; for waitlist status, see Waitlist and launch.