Reporting a problem

Choose the closest support category

• Something is not working.
• I do not understand how to use something.
• I need help setting up my team.
• Account question.
• Improvement suggestion.
• Other.

What makes a report useful

• What you were trying to do.
• The page or feature you were using.
• The steps immediately before the problem.
• What you expected and what happened instead.
• The approximate date and time, including your timezone.
• The device, operating system and browser when the problem may be device-specific.
• The exact visible error wording, if there was one.

Choose whether to include app context

The signed-in support dialog can include the current page URL, care-team name and browser user-agent so support can understand the request faster. Untick Include page and workspace context when that context is unnecessary.

The public support form collects the name, reply email, category, message and page URL. Kinovo stores the request and attempts to notify support; the team replies by email.

Do not include sensitive credentials or unnecessary care content

• Never send a password, confirmation link, password-reset link or care-team invitation link.
• Do not send Turnstile keys, Supabase credentials or other secrets.
• Do not paste a whole care record, NDIS plan, clinical report or identity document into a support request.
• Remove unrelated names and private information from screenshots.
• If support needs sensitive evidence, wait for instructions about an agreed secure channel.

Use the right contact for the issue

• General product, account and setup help: support@kinovo.com.au or the Support form.
• Unexpected access, a suspicious invitation, lost device or security concern: security@kinovo.com.au.
• Privacy, information access, correction or handling concern: privacy@kinovo.com.au.
• Care-team membership or item permission: ask the current Team leader as well as support when appropriate.