Write to us
Email hello@canter.health. A person reads it and replies, on business days, Central time, usually the same day.
If Canter is down or you cannot sign in while you are rounding, start the subject line with URGENT and we treat it first.
What to include
- Your practice, your name and your role.
- Which screen you were on: Census, Inbox, Communications, Remote monitoring, Billing or Scheduling.
- What you expected, what happened instead, and roughly when. If a message appeared, its exact words.
- Whether you were in the web app or the iPhone app.
Never put patient information in an email. No names, dates of birth, record numbers or phone numbers. Point at the row instead: "the third patient on the Methodist list" or "the fax that arrived about 10:40". A screenshot is fine only if it shows no patient detail.
Signing in
Forgotten password
Use Forgot password? on the sign-in screen. Canter emails you a six-digit code, and you choose a new password.
New phone, or lost authenticator app
Your second factor lives in the authenticator app on your phone. If you no longer have it, email us. We confirm the request with your practice administrator, reset your two-factor setup, and you enroll again at your next sign-in. We cannot skip the second factor, for you or for anyone.
A new staff member
Accounts are not self-serve. Your practice administrator asks us for the account, or the new person uses Request access on the sign-in screen. We send a temporary password to their work email, which they replace the first time they sign in.
Someone has left the practice
Tell us and we close the account the same business day. The practice's records of what that person did in Canter are kept, as HIPAA requires.
The iPhone app
- It needs an iPhone running iOS 15 or later and signs in with the same account as the web app.
- The app locks behind Face ID or your device passcode when it opens and after five minutes away. If Face ID fails, the passcode works.
- Alerts are optional. Turn them on or off under Settings, Notifications, Canter. An alert says only what kind of thing arrived; open the app to see it.
- iOS asks for the microphone the first time you dictate or make a call, and for the camera the first time you photograph a document. Change either later under Settings, Canter.
- Links to canter.health, including this page, open in Safari.
- While the app is in testing, your practice receives it through TestFlight and we send the invitation to your work email.
Your account and your data
To correct your name or email, or to delete your account, ask your practice administrator or email hello@canter.health. We delete the account within thirty days. What Canter keeps, and for how long, is set out in the privacy policy.
Patient records belong to the practice. A patient who wants to see or correct their information should ask the practice, which can turn to us for help.
Security or privacy concerns
If you think patient information has been exposed, an account has been misused, or something in Canter is not behaving safely, email hello@canter.health with Security in the subject line. We acknowledge within one business day. Describe the problem without including the sensitive detail itself, and we will arrange a secure way to share it if we need it.