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Report an Issue

Last Updated: March 2026

We Are Here to Help

At MedxVerse, we are committed to providing you with the best possible healthcare experience. If you encounter any issues while using our platform, we want to know about them so we can resolve them quickly and improve our services.

Common Issues and Quick Solutions

Here are common issues and suggested quick solutions:

  • Cannot log in: Check your internet connection. Reset password if forgotten.
  • App crashes: Update to the latest version. Clear app cache.
  • Video not working: Allow camera permissions in settings. Check internet speed.
  • Payment failed: Check card balance. Try a different payment method.
  • Doctor not available: Try another doctor or schedule for a later time.

How to Report a Technical Issue

  1. Open the MedxVerse App: Navigate to the Help section from the main menu.
  2. Select Report an Issue: Choose the category that best describes your problem.
  3. Describe the Problem: Provide a detailed description of what happened, including any error messages you saw.
  4. Attach Screenshots: If possible, attach screenshots showing the issue. This helps our technical team understand and resolve the problem faster.
  5. Submit Your Report: Click Submit and you will receive a ticket number for tracking.

Reporting a Medical Concern

If you have concerns about the quality of medical care received through MedxVerse, we take these matters very seriously. Please report any of the following:

  • Diagnosis Discrepancies: If you believe a diagnosis was incorrect or incomplete.
  • Prescription Errors: If you received an incorrect medication or dosage.
  • Unprofessional Conduct: If a doctor behaved inappropriately or unprofessionally.
  • Privacy Breaches: If you suspect your medical information was mishandled.

Medical concerns are handled with the utmost confidentiality and reviewed by our Medical Advisory Board. To report a medical concern, email medical.quality@medxverseapp.com or call our dedicated line at 0700-MEDXVERSE.

Issue Categories

  • Technical Issues: App crashes, login problems, video call failures, payment processing errors, slow loading times, notification issues.
  • Account Issues: Profile update failures, password reset problems, verification issues, account suspension queries.
  • Consultation Issues: Doctor no-shows, connection problems during calls, audio/video quality issues, prescription delays.
  • Payment & Billing Issues: Failed transactions, incorrect charges, refund requests, HMO claim problems.
  • Pharmacy & Delivery Issues: Medication unavailability, delivery delays, wrong medications received, damaged packages.

Response Times

We strive to resolve all issues promptly. Our standard response times are:

  • Critical Issues: Response within 1 hour (app crashes, payment failures, medical emergencies)
  • High Priority: Response within 4 hours (consultation problems, prescription issues)
  • Standard Issues: Response within 24 hours (general inquiries, account updates)