NUTRI INFO SUPPORT
Welcome to Nutri Info Support. We're here to help you with any questions or issues you may encounter while using our app.
CONTACT INFORMATION
Email Support: costhaashen@gmail.com
Response Time: Within 24-48 hours
Available: Monday - Friday, 9:00 AM - 6:00 PM (GMT+5:30)
For urgent matters related to your appointments, please contact your healthcare provider directly through the in-app chat feature.
FREQUENTLY ASKED QUESTIONS
Getting Started
How do I create an account?
You can create an account by downloading the Nutri Info app and signing up using your email address or Google account. Simply provide your name, email, phone number, and create a password.
I forgot my password. How can I reset it?
On the login screen, tap "Forgot Password?" and enter your email address. You will receive a password reset link via email within a few minutes.
How do I update my profile information?
Open the app, go to the Profile section, and tap the edit icon. You can update your name, phone number, and profile photo.
Booking Appointments
How do I book an appointment?
1. Open the app and navigate to the Book Appointment section
2. Select an available date from the calendar
3. Choose an available time slot
4. Provide the reason for your visit
5. Confirm your booking
6. Complete the payment if required
Can I cancel or reschedule an appointment?
Yes, you can cancel an appointment from the Appointments section. To reschedule, cancel the existing appointment and book a new one. Please note that cancellation policies may apply.
How do I know if my appointment is confirmed?
You will receive a confirmation notification once your appointment is confirmed by the clinic. You can also check the status in the Appointments section of the app.
What happens if I miss my appointment?
If you miss your appointment without prior notice, it may be marked as a "No-Show." Repeated no-shows may affect your ability to book future appointments.
Video Consultations
How do I join a video consultation?
When it's time for your appointment, go to the Appointment Details screen and tap the "Join Meeting" button. This will open your video consultation link (Zoom or Google Meet).
When does the meeting link become available?
The meeting link becomes available on the day of your appointment. You cannot access it before the scheduled date.
What do I need for a video consultation?
Ensure you have a stable internet connection, a working camera, and a microphone. Test your setup before the appointment time.
The meeting link is not working. What should I do?
If you're having trouble with the meeting link, contact the clinic immediately through the in-app chat or email support.
Payments
What payment methods do you accept?
We accept payments through PayHere payment gateway, which supports credit cards, debit cards, and online banking.
Is my payment information secure?
Yes, all payments are processed securely through PayHere's encrypted payment gateway. We do not store your complete credit card information.
I was charged but my appointment is not confirmed. What should I do?
Please contact our support team immediately with your transaction ID and appointment details. We will investigate and resolve the issue within 24 hours.
Can I get a refund?
Refund policies depend on the clinic's cancellation policy. Contact support with your appointment details to inquire about refund eligibility.
Medical Documents
How do I upload medical documents?
In the Appointment Details or Profile section, tap the "Upload Document" button. You can take a photo with your camera or select an existing image or PDF from your device.
What types of documents can I upload?
You can upload prescriptions, lab reports, medical records, and other relevant health documents in image formats (JPG, PNG) or PDF.
Are my medical documents secure?
Yes, all documents are stored securely on Firebase's encrypted servers and are only accessible to you and your assigned healthcare provider.
How do I view my uploaded documents?
Go to your Profile or Appointment Details section to view all uploaded documents. Tap on any document to view it in full screen.
Chat and Communication
How do I contact the clinic?
Use the in-app chat feature to communicate directly with clinic staff. Go to the Chat section or tap the chat icon in the Appointment Details screen.
How quickly will I receive a response?
Clinic staff typically respond within a few hours during business hours. For urgent matters, please call the clinic directly.
Can I send images through chat?
Yes, you can send text messages and share images through the chat feature.
Notifications
I'm not receiving notifications. What should I do?
1. Check your device settings and ensure notifications are enabled for Nutri Info
2. Make sure you have an active internet connection
3. Check if Do Not Disturb mode is disabled
4. Try logging out and logging back in
How do I turn off notifications?
You can disable push notifications in your device's Settings app under Nutri Info > Notifications.
Account Issues
How do I delete my account?
To delete your account and all associated data, contact our support team at costhaashen@gmail.com with your request. Account deletion is permanent and cannot be undone.
I'm having trouble logging in with Google Sign-In.
Ensure you're using the correct Google account and that you have an active internet connection. If the issue persists, try clearing the app cache or reinstalling the app.
My account has been locked. What should I do?
Contact our support team immediately if you believe your account has been locked in error.
Technical Issues
The app keeps crashing. How can I fix this?
1. Ensure you have the latest version of the app installed
2. Restart your device
3. Clear the app cache from your device settings
4. If the problem persists, uninstall and reinstall the app
5. Contact support if the issue continues
The app is running slowly. What can I do?
1. Ensure you have a stable internet connection
2. Close other apps running in the background
3. Restart your device
4. Update to the latest version of the app
Images or documents are not loading.
Check your internet connection. If you're on mobile data, ensure you have sufficient data and signal strength. Try switching between WiFi and mobile data.
I found a bug in the app. How do I report it?
We appreciate bug reports! Please email us at costhaashen@gmail.com with:
- Description of the issue
- Steps to reproduce the bug
- Screenshots if applicable
- Your device model and operating system version
Privacy and Security
Is my personal information safe?
Yes, we take your privacy seriously. All data is encrypted and stored securely. Please review our Privacy Policy for detailed information.
Who can see my medical information?
Only you and your assigned healthcare providers can access your medical information. We do not share your data with third parties without your consent.
Can I download my data?
Yes, you can request a copy of your data by contacting our support team.
TROUBLESHOOTING TIPS
Connection Issues
- Check your internet connection
- Try switching between WiFi and mobile data
- Restart your router if using WiFi
- Ensure you're not in airplane mode
Payment Issues
- Verify your card details are correct
- Ensure your card has sufficient funds
- Check if your card supports online transactions
- Contact your bank if payment is declined
Login Issues
- Verify you're using the correct email and password
- Check for typing errors (password is case-sensitive)
- Use the "Forgot Password" feature if needed
- Clear app cache and try again
FEATURE REQUESTS
We're always looking to improve Nutri Info. If you have suggestions for new features or improvements, please email us at costhaashen@gmail.com with your ideas.
FEEDBACK
Your feedback helps us improve. We'd love to hear about your experience with Nutri Info. You can:
- Rate us on the App Store or Google Play Store
- Send feedback through the in-app review feature
- Email us your suggestions and comments
EMERGENCY CONTACT
If you're experiencing a medical emergency, do not use this app. Please call your local emergency services immediately or go to the nearest emergency room.
SYSTEM REQUIREMENTS
iOS
- Minimum iOS version: 12.0 or later
- Compatible with iPhone and iPad
- Requires internet connection
Android
- Minimum Android version: 5.0 (Lollipop) or later
- Requires internet connection
BUSINESS HOURS
Monday - Friday: 9:00 AM - 6:00 PM (GMT+5:30)
Saturday: 9:00 AM - 2:00 PM (GMT+5:30)
Sunday: Closed
For urgent appointment-related matters outside business hours, please use the in-app chat feature and our team will respond as soon as possible.
NUTRI INFO SUPPORT
Welcome to Nutri Info Support. We're here to help you with any questions or issues you may encounter while using our app.
CONTACT INFORMATION
Email Support: costhaashen@gmail.com
Response Time: Within 24-48 hours
Available: Monday - Friday, 9:00 AM - 6:00 PM (GMT+5:30)
For urgent matters related to your appointments, please contact your healthcare provider directly through the in-app chat feature.
FREQUENTLY ASKED QUESTIONS
Getting Started
How do I create an account?
You can create an account by downloading the Nutri Info app and signing up using your email address or Google account. Simply provide your name, email, phone number, and create a password.
I forgot my password. How can I reset it?
On the login screen, tap "Forgot Password?" and enter your email address. You will receive a password reset link via email within a few minutes.
How do I update my profile information?
Open the app, go to the Profile section, and tap the edit icon. You can update your name, phone number, and profile photo.
Booking Appointments
How do I book an appointment?
1. Open the app and navigate to the Book Appointment section
2. Select an available date from the calendar
3. Choose an available time slot
4. Provide the reason for your visit
5. Confirm your booking
6. Complete the payment if required
Can I cancel or reschedule an appointment?
Yes, you can cancel an appointment from the Appointments section. To reschedule, cancel the existing appointment and book a new one. Please note that cancellation policies may apply.
How do I know if my appointment is confirmed?
You will receive a confirmation notification once your appointment is confirmed by the clinic. You can also check the status in the Appointments section of the app.
What happens if I miss my appointment?
If you miss your appointment without prior notice, it may be marked as a "No-Show." Repeated no-shows may affect your ability to book future appointments.
Video Consultations
How do I join a video consultation?
When it's time for your appointment, go to the Appointment Details screen and tap the "Join Meeting" button. This will open your video consultation link (Zoom or Google Meet).
When does the meeting link become available?
The meeting link becomes available on the day of your appointment. You cannot access it before the scheduled date.
What do I need for a video consultation?
Ensure you have a stable internet connection, a working camera, and a microphone. Test your setup before the appointment time.
The meeting link is not working. What should I do?
If you're having trouble with the meeting link, contact the clinic immediately through the in-app chat or email support.
Payments
What payment methods do you accept?
We accept payments through PayHere payment gateway, which supports credit cards, debit cards, and online banking.
Is my payment information secure?
Yes, all payments are processed securely through PayHere's encrypted payment gateway. We do not store your complete credit card information.
I was charged but my appointment is not confirmed. What should I do?
Please contact our support team immediately with your transaction ID and appointment details. We will investigate and resolve the issue within 24 hours.
Can I get a refund?
Refund policies depend on the clinic's cancellation policy. Contact support with your appointment details to inquire about refund eligibility.
Medical Documents
How do I upload medical documents?
In the Appointment Details or Profile section, tap the "Upload Document" button. You can take a photo with your camera or select an existing image or PDF from your device.
What types of documents can I upload?
You can upload prescriptions, lab reports, medical records, and other relevant health documents in image formats (JPG, PNG) or PDF.
Are my medical documents secure?
Yes, all documents are stored securely on Firebase's encrypted servers and are only accessible to you and your assigned healthcare provider.
How do I view my uploaded documents?
Go to your Profile or Appointment Details section to view all uploaded documents. Tap on any document to view it in full screen.
Chat and Communication
How do I contact the clinic?
Use the in-app chat feature to communicate directly with clinic staff. Go to the Chat section or tap the chat icon in the Appointment Details screen.
How quickly will I receive a response?
Clinic staff typically respond within a few hours during business hours. For urgent matters, please call the clinic directly.
Can I send images through chat?
Yes, you can send text messages and share images through the chat feature.
Notifications
I'm not receiving notifications. What should I do?
1. Check your device settings and ensure notifications are enabled for Nutri Info
2. Make sure you have an active internet connection
3. Check if Do Not Disturb mode is disabled
4. Try logging out and logging back in
How do I turn off notifications?
You can disable push notifications in your device's Settings app under Nutri Info > Notifications.
Account Issues
How do I delete my account?
To delete your account and all associated data, contact our support team at costhaashen@gmail.com with your request. Account deletion is permanent and cannot be undone.
I'm having trouble logging in with Google Sign-In.
Ensure you're using the correct Google account and that you have an active internet connection. If the issue persists, try clearing the app cache or reinstalling the app.
My account has been locked. What should I do?
Contact our support team immediately if you believe your account has been locked in error.
Technical Issues
The app keeps crashing. How can I fix this?
1. Ensure you have the latest version of the app installed
2. Restart your device
3. Clear the app cache from your device settings
4. If the problem persists, uninstall and reinstall the app
5. Contact support if the issue continues
The app is running slowly. What can I do?
1. Ensure you have a stable internet connection
2. Close other apps running in the background
3. Restart your device
4. Update to the latest version of the app
Images or documents are not loading.
Check your internet connection. If you're on mobile data, ensure you have sufficient data and signal strength. Try switching between WiFi and mobile data.
I found a bug in the app. How do I report it?
We appreciate bug reports! Please email us at costhaashen@gmail.com with:
- Description of the issue
- Steps to reproduce the bug
- Screenshots if applicable
- Your device model and operating system version
Privacy and Security
Is my personal information safe?
Yes, we take your privacy seriously. All data is encrypted and stored securely. Please review our Privacy Policy for detailed information.
Who can see my medical information?
Only you and your assigned healthcare providers can access your medical information. We do not share your data with third parties without your consent.
Can I download my data?
Yes, you can request a copy of your data by contacting our support team.
TROUBLESHOOTING TIPS
Connection Issues
- Check your internet connection
- Try switching between WiFi and mobile data
- Restart your router if using WiFi
- Ensure you're not in airplane mode
Payment Issues
- Verify your card details are correct
- Ensure your card has sufficient funds
- Check if your card supports online transactions
- Contact your bank if payment is declined
Login Issues
- Verify you're using the correct email and password
- Check for typing errors (password is case-sensitive)
- Use the "Forgot Password" feature if needed
- Clear app cache and try again
FEATURE REQUESTS
We're always looking to improve Nutri Info. If you have suggestions for new features or improvements, please email us at costhaashen@gmail.com with your ideas.
FEEDBACK
Your feedback helps us improve. We'd love to hear about your experience with Nutri Info. You can:
- Rate us on the App Store or Google Play Store
- Send feedback through the in-app review feature
- Email us your suggestions and comments
EMERGENCY CONTACT
If you're experiencing a medical emergency, do not use this app. Please call your local emergency services immediately or go to the nearest emergency room.
SYSTEM REQUIREMENTS
iOS
- Minimum iOS version: 12.0 or later
- Compatible with iPhone and iPad
- Requires internet connection
Android
- Minimum Android version: 5.0 (Lollipop) or later
- Requires internet connection
BUSINESS HOURS
Monday - Friday: 9:00 AM - 6:00 PM (GMT+5:30)
Saturday: 9:00 AM - 2:00 PM (GMT+5:30)
Sunday: Closed
For urgent appointment-related matters outside business hours, please use the in-app chat feature and our team will respond as soon as possible.
VERSION INFORMATION
Current Version: 1.0.0
Last Updated: November 27, 2025
ADDITIONAL RESOURCES
Thank you for choosing Nutri Info for your nutritional wellness needs!
VERSION INFORMATION
Current Version: 1.0.0
Last Updated: November 27, 2025
