Help and contact
Answers about the website and the OpenClinic24 iOS app, and how to reach us directly.
In an emergency
In a medical emergency, call the emergency number 112 immediately. In Germany, the out-of-hours medical service is available on 116 117. OpenClinic24 is not an emergency service.
Contact
- Support for website, app and account
- [email protected]
- Data protection, access and erasure
- [email protected]
- Postal address
- Drylabs GmbH, Straße der Jugend 18, 14974 Ludwigsfelde, Germany
Your doctor answers medical questions in the consultation. Please do not send health information by e-mail.
Frequently asked questions
How do I delete my account?
In the iOS app under Account and "Delete account". Your account is blocked and you are signed out. We are required by law to keep treatment records and invoices for ten years (§ 630f BGB, § 147 AO); until then they remain blocked. Without the app, write to us at [email protected]. Deleting your account does not end a subscription with Apple.
How do I export my data?
Companion entries (diary, weight, steps, check-in, training, plate check) are stored only on your device. You export them in the app under Account and "Health data on this device". You download prescriptions, certificates and invoices as PDF in the patient area or in the app. You can request a copy of all data we store about you at [email protected] (Art. 15 and 20 GDPR).
How do I cancel a subscription?
Subscriptions such as Coach Plus are managed by Apple. Cancel in the iOS settings: tap your name, then "Subscriptions". You can also do this in the app via "Manage subscriptions". Cancellation takes effect at the end of the current period. Deleting the app or your account does not end a subscription. You request refunds from Apple at reportaproblem.apple.com.
How does a video consultation work?
You answer a few questions about your concern and sign in. A doctor reviews your information and starts the video consultation, on the website or in the app. Please allow camera and microphone access and make sure you have a stable internet connection. The consultation is not recorded. Billing is private under the German fee schedule for doctors (GOÄ).
Will I get a prescription or a sick note?
This is decided solely by the treating doctor; there is no entitlement to it. Private prescriptions and certificates that are issued are available as PDF in the patient area and in the app. A private sick note is only issued after a video consultation, for no more than three days and not retroactively. We currently do not offer e-prescriptions or electronic sick notes (eAU).
Is Coach Plus a medical service?
No. Coach Plus and the app's companions are a lifestyle offering. They do not make a diagnosis and do not replace medical treatment. Medical services are billed under the GOÄ regardless of any subscription.
Where is my data stored?
Your account, requests and documents on our servers in the EU. Companion entries and values from Apple Health only on your device, not with us. Details are in the privacy policy.
I have a technical problem.
Write to us at [email protected] with the date and time, your device and the app or browser version. Please do not send health information by e-mail.