This article tells you when to contact CustoMED support and what to include so we can help you quickly. It is for anyone who is stuck on a case and cannot fix it with the troubleshooting articles.
How to reach us
Click the support chat icon (Open support chat) at the top of the screen, next to the notifications bell, to message the CustoMED team from inside the app. You can also open the Help Center from the side menu.
Contact support if
Confirmed changes do not appear
A step is stuck after you confirm or update it
Files are missing after approval
PSI versions do not appear after confirmation
Shared access unexpectedly breaks and you cannot restore it
You need to change which emails you receive
Your case is time-critical
What to include (so we can fix it fast)
Case ID or case number
Surgery group name (if the case has more than one group)
Workflow step (for example landmarks, surgery planning, PSI or approve)
What you expected and what happened
Approximate time it happened
Screenshots if possible