Support

Frequently asked questions

The app couldn't find my imaging centre. What now?

Our partner list grows continuously. If your centre isn't listed, you can enter its email address directly when sending the request: your prescription and data will be sent to that address.

How do I permanently delete my account?

Open the app → Profile tab → scroll to the bottom → tap Delete my account. Confirm. All your data (scanned prescriptions, insurance cards, history) is erased from our servers within 30 days.

The prescription analysis is wrong. How do I fix it?

After the scan, the app shows an editable preview. You can adjust the exam type, prescriber name and medical indication before sending the request to the centre.

Is my data shared with other companies?

No, never for commercial purposes. Your data is only transmitted: (1) to Google Gemini during OCR analysis of the prescription, and (2) to the imaging centre you explicitly choose. Full details in the privacy policy.

Can I manage multiple profiles (family)?

Yes. From the Profile tab, tap Add in the "Accounts" section. You can switch between profiles at any time; each profile has its own prescriptions, insurance cards and history.

Face ID stopped working.

First check that Face ID is enabled in iOS Settings → Face ID & Passcode → Other Apps. If it persists, sign out and back in: you'll be able to re-enable Face ID on next launch.

Is the app compatible with my iPhone?

GlobalID requires iOS 18 or later. It runs on iPhone and iPad.

Report a problem

When reporting a bug, please include:

• Your device model (e.g. iPhone 15 Pro).
• iOS version (Settings → General → About).
• A description of what happened and what you expected.
• A screenshot if possible.

Send to support@globalid.ch.

Data requests

For any request about your personal data (access, rectification, portability), write to privacy@globalid.ch. See also the privacy policy.