Choose your preferred support method.

Call us.

If you need assistance immediately, please don’t hesitate to call us. Our team is standing by and will assist you immediately. This will require your complete attention so be sure to have your login details handy.

Response Time > Next Operator

Chat with us.

If you are a multitasker or even in the middle of something, chat is the way to go. Our help desk team will help you troubleshoot by guiding you through some frequently asked questions.

Response Time > 2-3 minutes

Send an email.

Some problems are important but not immediate. Please feel free to email us and our team will get back to you within 24-48 hours.

Response Time > All emails will be acknowledged within 30 minutes

Frequently asked questions.

Here are some questions our help desk team gets asked often. If you're stuck, it's likely to be one of these reasons,
and we can direct you to the appropriate solutions.

Site user FAQs.
The mobile device I received from Medable will not power on, I need assistance getting a replacement.

- First, ensure the device is adequately charged, or plugged into a power outlet. Hold down the power button located on the top right hand corner of the iPad until a white Apple icon appears on the screen.

- If the Apple icon does not appear, allow the device to charge for 2 - 5 minutes. Attempt the first step again.

- If the device still does not power on, please contact Medable Customer Care at support@medable.com

I am a Site User in a current study. I have downloaded the Medable Site application, but I cannot login

- Once you have downloaded the Medable application, you will need to create a profile to set up your password and log in. 

- You will have received an email stating you have been invited to create a password to gain access to the study. 

- If you have not received this email please contact Medable Customer Care at support@medable.com

- Once you are prompted to enter an email and password, you have enrolled successfully. If you have forgotten your password tap on forgot password to reset it.

How do I view the participants that have been enrolled at my site in the Medable Site web application?

- Once you have logged in, click on the Participants button along the left column. This will display all participants added to the particular site you have access to view.

- If you do not see all the participants expected, ensure there are no filters restricting your view by checking to see if any filters are listed beneath Participant List. If there are unwanted filters listed, click the grey “X” on the far right.

How do I add/remove filters in the Medable Site web application?

- Once you have logged in, toward the right hand side of your page you will see a carrot icon. Click on this to view which filters have been applied, these will be marked on the left hand side below Participant List.

- To add a filter, select the data point you would like to filter by, and type in the specific parameter (e.g Participant number ####), then press enter.

- To remove a filter, click on the grey “X” button on the right hand side of the screen.

How do I add/remove filters in the Medable mobile Site application?

- Once you have logged in, toward the bottom of the screen, tap the Subjects tab. To list all participants. At the top of the screen you can tap on the Search field and filter using any characters that match a participant. (e.g Participant number, email address).

- To remove a filter, tap on the grey “X” button on the right hand side of the search field.

I am a Site User, and I need help with troubleshooting the Medable Site application. Where can I get help?

- Please contact Medable Customer Care at support@medable.com to get any further assistance that you may need.

Participant FAQs.
I’m currently participating in a Medable study and need help troubleshooting the application. Where can I get assistance?

- Please contact Medable Customer Care at support@medable.com to get any further assistance that you may need.

I’m currently participating in a Medable study. How do I download the Medable App on my mobile device?

- You will receive an email containing a unique pin code along with a link to download the Medable Patient application.

- If you are participating using an iPhone, click the link to download the Medable Patient application from the Apple App Store.

- If you are using an Android phone, click the link to download the Medable Patient application from the Google Play store. 

- Once downloaded, you will be prompted to provide your email along with the unique pin code you received in the original email.

I’m currently participating in a Medable study. I have the application downloaded but cannot login

- First, ensure you are using the correct pin code. If you are unsure, please consult the email invite you received to participate in this study.

- If you are prompted to enter an email and password, this means that you have enrolled successfully. If you have forgotten your password, tap on the forgot password link to reset it.

Contact Medable Customer Care

Tier I:
Phone: 866.934.7255
Chat:  https://www.medable.com/support/support-channels
Email: MedableSupport@stefanini.com  

Tier II:
Phone: 833.570.2863
Email: Support@medable.com

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