How to Reach Support
If you need help with Jornal, email jornal-support@byldya.com.
Support can help with:
- setup and onboarding questions
- Personal Medical Workspace setup and core workflow questions
- recordkeeping organization across medications, symptoms, measurements, and notes
- summary, report, and appointment preparation issues
- document import, export, backup, restore, and sharing flow questions
- privacy and data-handling questions
- bug reports and feature requests
What This Support Covers
Personal Medical Workspace materials are for patient-controlled recordkeeping and clinician-ready sharing workflows. They are not diagnosis, triage, or treatment guidance.
Start with These Guides
You may find the fastest answer in the help center:
- User guide
- Getting started
- Daily logging and diary workflow
- Feature use cases
- Appointment prep and sharing
- Privacy, backup, exports, and support
What to Include in a Support Request
To help resolve issues faster, include:
- your device model
- your iOS or iPadOS version
- your Jornal app version
- a short description of the issue
- the steps you took before the issue happened
- screenshots or screen recordings if helpful
Record Review and Sharing
Before sending anything to a clinician, reviews should be treated as patient-reviewed materials:
- confirm what is complete and current
- remove unnecessary personal detail before sharing
- prefer sharing only the version of the summary you intend for discussion
Export, Backup, Restore, or Import Issues
It also helps to mention:
- the file type you used
- whether the file was created in Jornal
- whether the issue happened during export, share, import, or restore
Report Preparation Issues
If the issue involves summaries or review tools, include:
- which feature you were using
- whether the problem happened while saving, editing, reviewing, or sharing
- whether the issue affected one record or multiple records
Response Expectations
We aim to reply within 3 to 5 business days. More complex issues may take longer if they require reproduction, screenshots, attachments, or deeper troubleshooting.
Privacy Note
Please do not send more health information than necessary. If you are reporting a health-data bug, share only the minimum detail needed to explain the problem.
Support emails and attachments may be retained for troubleshooting, product improvement, recordkeeping, and legal compliance.
Reports and summaries should be treated as patient-generated and should be reviewed for completeness and accuracy before use in clinical discussions.
Medical and Emergency Issues
Jornal support cannot provide medical advice.
Do not use support email for emergencies, urgent symptoms, medication emergencies, or time-sensitive treatment decisions. If you think you may be experiencing a medical emergency, call local emergency services immediately and contact a licensed clinician.