Get help with Mediara Vault
One address, read by a person. There is no ticket portal, no chatbot, and no account you need in order to write in.
Email support
For questions, bugs, feature requests, accessibility feedback, privacy questions and deletion queries alike.
Try the FAQ first
Most support mail is one of about a dozen questions, and the FAQ answers all of them — usually faster than waiting for a reply.
What to include
You do not have to include any of this, and you should never send us your health records — but these three things turn a guess into a fix.
- Your app version. Settings → About. It is the first thing that narrows a bug down.
- What you did, and what happened instead. The exact screen and the exact steps, even if they seem obvious.
- The exported app log, for anything technical. Main menu → Troubleshooting → Export app log. It contains technical events — not your records, notes or file contents.
We have no way to receive it securely and no reason to hold it. If a screenshot would help, note that the app blocks screen capture by default — you would have to turn Hide app contents off in Settings → Privacy first, and if you do, check the image before you send it and turn the setting back on afterwards.
What we can and can’t do
| Ask | Can we help? |
|---|---|
| A bug, a crash, or something behaving oddly | Yes — send the app log and the steps |
| Reminders not arriving, sync not working, restore failing | Yes — and the troubleshooting FAQ often solves it immediately |
| A question about privacy, permissions or what leaves your phone | Yes |
| A feature request | Yes — see below |
| An accessibility barrier | Yes — see below |
| Recovering your data after a lost phone with no backup | No. We hold no copy of it — there is nothing on our side to recover from |
| Resetting or recovering a forgotten recovery code | No. A code-protected backup is end-to-end encrypted; that is the guarantee, and it has no back door |
| Reading, correcting or exporting your records for you | No. We cannot see them. Every one of those actions is available to you inside the app |
| Refunds for Mediara Plus | Google Play handles these under its own refund policy, in addition to any non-waivable consumer rights where you live |
Reporting a bug
Same address, with the steps to reproduce and the app log. The most useful bug reports name the screen, say what you expected, and say what happened instead — in that order. If it only happens sometimes, say what was different the times it did.
Requesting a feature
Email support@mediara.care and describe the problem you are trying to solve, not only the feature you have in mind. Requests are weighed against the app’s two founding constraints — it stays offline-first, and it keeps no copy of your data on anyone else’s computer — so a request that needs a server will get an honest no rather than a vague maybe.
Some things are already answered: what isn’t built lists what has been considered, what is planned, and one thing that was considered and deliberately declined.
Accessibility feedback
If you hit an accessibility barrier, please describe the screen and the problem, and which assistive technology you were using. The accessibility statement sets out what has been verified and, more usefully, what has not.
Security reports
If you believe you have found a security or privacy weakness in the app, please write to support@mediara.care with enough detail to reproduce it, and give us a reasonable chance to fix it before publishing. Please do not include anyone’s real health data in the report.
Privacy and deletion requests
You do not need to ask us to delete anything — your data is on your device and in your own Drive, and every control is in your hands. The deletion page walks through all of them. If you write to us with a deletion request anyway, we will confirm the above and help you find the right controls.
Response times
Mediara Vault is a small project. We aim to reply within a few working days, and we read everything. If something is urgent and medical, please contact a healthcare professional rather than waiting on us — and in an emergency, call your local emergency number.
Legal documents
All of them are readable in full inside the app, offline, under Settings → About — and they were shown in full during onboarding, before you accepted them. The same documents are published here: the legal index.
Mediara Vault is a personal record-keeping app. It does not diagnose, treat or give medical advice, and it is not a substitute for talking to a healthcare professional. In an emergency, call your local emergency number. Read the full medical disclaimer.