Support

1. Reach a person

Email hello@nodfirst.com, or call or text 415 747 7954. That's Georgiy. Say which firm you're with and what you were trying to do.

If you're on a pilot: we answer within one business day, and the same day for anything that stops a care manager working (a note that won't save, a family link that won't open, a sign-in that fails). That's the promise in your pilot agreement: set-up in one call, and a person on the phone, not a ticket queue. Weekly 20-minute check-ins are the place for everything else.

2. For practices and agencies

• A family member can't open their link. The link in the text opens in any phone browser, no app. If it says the request was already handled, someone else in the family answered it; the record shows who. If it says the link has expired, the demo it belonged to has closed (demos last 14 days); a pilot's links don't expire. If it opens to a blank page, ask them to try in Safari or Chrome rather than inside a messaging app's own browser, and tell us the time and the client's first name so we can check the log. You can always re-send the request from the client's screen; the record keeps both sends.
• A family member never got the text. Check the mobile number on the client's family list. Carriers sometimes hold a first message from a new number for a few minutes. If they replied STOP to any earlier text from us, we can't text them again until they reply START; the client's screen shows this, and your team reaches them another way.
• A care manager can't sign in. Use the "Forgot password" link. If the invite email never arrived, the owner can re-send it from the practice's staff page; it's valid for 24 hours.
• A note sorted something wrong. Every item is shown to the care manager before it's sent, and any item can be edited or removed on the client's screen before a family sees it. If something reached a family in error, decline it on the record with a note; nothing is deleted, the correction is written next to it.
• Export your data. Write to hello@nodfirst.com from the owner's address. We deliver a full export, every client, task, request, approval and note as a file you can open without us, within 7 days. At the end of a pilot the export comes without asking, whichever way you decide.
• Delete your data. After the export, write again and say so. We delete the practice's records within 7 days and confirm in writing. Encrypted backups age out within 30 days after that and aren't restored except to recover from a failure.
• Spanish. The family screens have a Spanish toggle. A family member who chooses it is shown the request in Spanish, and the record keeps the words in the language they saw.

3. For families

• I can't sign in. Use the "Forgot password" link on the sign-in screen. Recovery emails can take a few minutes and sometimes land in spam. If no email arrives, write to us at the address above.
• I'm not getting reminders. Notifications must be turned on from inside the app, on the card that asks for permission, and allowed for Nod First in your phone's system settings.
• Reminders arrive at the wrong hour. Reminders use your household's timezone, which starts out as the timezone of whichever device created the household, not each member's own phone. So if a family member in another country set it up, every reminder is out by that difference. Open Household to see and change it: in the app, tap the button that offers your phone's own timezone; on this website, the Household page lists every timezone. Changing it also moves upcoming reminders so they keep the same local time, and tells you how many moved. Any member can change it, and it applies to the whole household.
• How do I join a household? Ask an existing member for the invite code or link from their Household screen. Codes can be regenerated at any time, which immediately invalidates the previous one.
• How do I delete my account? In the app, under Household, choose Delete account. Full details, including what happens to shared household records, are at /delete-account.

4. What Nod First is not

Nod First is a record of decisions and an assistant for the routine parts of care logistics. It is not a medical device, not a healthcare provider, and not a monitoring or emergency service. In an emergency, call your local emergency number.

5. Privacy and terms

nodfirst.com/privacy and nodfirst.com/terms. Pilot practices also have the pilot agreement and, where it applies, the business associate agreement we sent with the kickoff email.