Help and contact
Support
Contact
Support: support@multifactorsolutions.net
Privacy and data requests: privacy@multifactorsolutions.net
7310 Menchaca Rd, #150091
Austin, TX 78715
United States
Response timing varies by request. The final staffing, response targets, and escalation paths remain release-gate items.
Email systems process your sender name/address, message, routing headers, and anything you attach. We use that communication to respond, route the request, investigate the reported issue, and keep the operational record needed to handle it. Do not attach a Clinic Plan, report, backup, screenshot, or other health or wellness content unless it is necessary and you intend to send it. The exact provider, authorized access, retention, and deletion procedure remain pre-publication verification items.
Your subscription
Core treatment items, administration records, completed lab draws, supply ledgers, Clinic Link, calendars, reminder records, patient reports, and portable backup/restore remain available without a subscription. Optional paid capabilities use an auto-renewing monthly or annual subscription billed by the Apple App Store or Google Play. Manage or cancel it in your store account settings; deleting the app does not cancel a subscription.
Refund eligibility and refund requests are governed by the applicable store's policies and by law. We cannot issue App Store refunds ourselves.
Your data
Proteneo stores records you enter, Clinic Plan facts you adopt, and complete plan source evidence retained after any save in the encrypted record store on your device. Unselected plan content remains source evidence; it is not applied to your active records. There is no Proteneo account, direct clinic connection, or Proteneo/MFS-managed health-data cloud copy, so we cannot recover that local record for you. Android cloud Auto Backup is disabled, but some Android 12+ manufacturer device-to-device flows may still move app files; iOS backup and device transfer remain platform-controlled. Proteneo does not support or promise either platform transfer path as recovery.
PDF and HTML reports are plaintext outside the encrypted record store and remain in app-owned Past exports until deleted or pruned. Proteneo attempts to keep the 10 most recent report files, but cleanup, migration, or filesystem failures can leave more. A plaintext JSON backup is a portable subset, not every app/device record. It includes portable records and Clinic Plan history but excludes per-install/setup state, stored reports, and store/RevenueCat records.
A successful restore replaces that portable subset rather than merging it and leaves retained reports and other files in place. Clear all data first performs the bounded Proteneo-owned temporary-file and app-retained report cleanup. If a cleanup step reports a problem, app records remain in place; a file removed before that failure remains removed. Only after those cleanup steps report success does the app start its journaled clear of the clearable Proteneo record. Uninstall is controlled by the platform and does not run Proteneo's in-app cleanup; no exact deletion or recovery result is promised. Neither action cancels a subscription or deletes an original clinic plan, report, backup, or recipient copy stored elsewhere.
From my clinic
Clinic Link reads one clinician-authored text plan only when you deliberately choose the local file or paste its complete text. Review every proposed add, update, stop, or conflict; only what you explicitly adopt is applied to your active records. If you save any change, Proteneo separately retains the complete exact plan and its evidence, including unselected content, until an in-app clear or portable restore completes. Uninstall is platform-controlled; its exact effect on that storage is not promised. Import does not record a dose, activate a reminder, complete a prescription check, or create monitoring.
There is no automatic clinic, EHR, lab, pharmacy, portal, or MFS connection. The plan checksum detects accidental changes and exact duplicates; it does not authenticate the clinic, verify medical correctness, keep the file confidential, or prove delivery or review.
Opening an exported report
Reports are prepared as a plaintext PDF or interactive HTML file and retained in Past exports. The PDF opens anywhere, including on a phone, and is the better choice for emailing or printing.
The interactive HTML file opens in a desktop browser. On a phone, a preview window such as Quick Look cannot run it. Open the Proteneo report reader and choose the file instead. The page reads the report on your device; it does not upload the selected file.
Reporting a problem
Email support with your device model, iOS or Android version, and what you were doing when it happened. Please do not send screenshots or exports containing entries you would rather keep private. We do not need them to begin investigating a problem.