If your notes are stuck in a spinning or loading state after a session, our support team will investigate and do everything we can to push your sessions through.
What to do right now
Reply to this message and include:
The date of the affected session(s) (e.g. "sessions from Tuesday 15 April")
The patient or session name(s) if you know them — this helps us find the right sessions quickly
The device you were using (iPhone, iPad, desktop browser)
Our team will investigate as soon as possible and push your notes through if we're able to. We'll keep you updated on what we find.
Multiple sessions stuck?
If you have more than one session affected, list them all in your reply — we'll look into them all at once.
Happening only on iPhone, not iPad?
If the issue is specific to your iPhone but your iPad is working fine, please mention that in your reply — it helps our engineering team identify the cause. In the meantime, using your iPad or desktop browser at app.patientnotes.app will allow you to continue recording without interruption.
Reducing the chance of it happening again
While our team works on a fix, a few things can help reduce the chance of sessions getting stuck:
Make sure you're on a stable internet connection when you end a session
Wait for the session screen to show "Processing" before closing the app
Avoid force-closing the app immediately after stopping a recording
If on iPhone, try using the web app at app.patientnotes.app in Safari or Chrome as a temporary workaround
Still not resolved?
If your notes haven't appeared after our team has investigated, reply to this message and we'll follow up with next steps.