How to contact the Sonio support team?

The quickest way is from inside the app

1. Click the burger menu in the top-left of your dashboard.
2. Select Contact Sonio at the bottom of the menu.
3. You are taken to the Sonio support form, with your email pre-filled.
   
   

Use the form to report an issue (including not being able to access or sign your reports), add or remove a Sonio user, or share feedback and product ideas.

What the form asks

The support form guides you through a few questions so your request reaches the right team quickly:

• The category of your request (what do you need help with)?
  • Options:
    • Admin & Account
    • Report & Measurements
    • Repairing Exam or Patient data
    • Worklist orders & EHR
    • Viewing images & AI
    • Ultrasound Machine Connection
    • App Performance, Sharing images to patients
    • Commercial / Billing, Faxing
    • The system is down / inaccessible
    • I'm not sure.
  • Depending on the category chosen, additional questions may populate to help us understand the impact
• How can we help you?: a free-text description of your issue
• Your login email: pre-filled from your account.
• Sonio app URL: (optional) if the issue concerns a specific patient record or study, paste its URL here so we can find it directly.
• Screenshot: (optional) upload an image of the error or the page in question.

How to submit a good ticket

The more context you give, the faster we can help. Please include:

• The exam URL or exam ID. Open the exam and copy the link from your browser. This is the single most useful thing you can add.
• A clear description of what is not working: what you expected, what actually happened, and the specific field or screen.
• What you already tried.
• Whether it is blocking (for example, you cannot submit or sign an exam).
• How many exams are affected (one, or many).
• A screenshot or a short screen recording.
• Your browser, and for a machine or imaging issue, the ultrasound machine model.

What to expect

Sonio support reviews your request and routes it to the right team. Blocking, urgent issues are prioritized over minor ones. You will receive a response from out Support team shortly

Other ways to reach us

The support form is also available from the customer portal. The in-app Contact Sonio form is the preferred route, since it captures the details we need and routes your request fastest.