Support
Help that understands shift work
Treatment facilities run 24/7; support expectations are set accordingly. A facility that can't record rounds gets a real person at any hour.
Manage billing →
Update your card, download invoices and receipts, or cancel. Stripe sends a one-time link to the email you used at sign-up.
Get the app →
Staff install Support Scan from the App Store and enter your facility code on the first screen. The app is free; your subscription covers every staff member.
Order beacons →
Two per bed come with your subscription. Extra or replacement beacons are $19 each, shipped to your facility.
Response expectations
24/7 customer support. A facility that can't record rounds gets a real person at any hour, prioritized ahead of everything else. Account and how-to questions are answered the same day. Feature requests are acknowledged and genuinely read — this product was built from them.
Live in less than a week
Hands-on training for every facility: a setup call, live training for administrators and floor staff, and a shadow of your first shift. No EMR or Kipu integration required.
Guides that ship with your kit
Step-by-step guides for staff, supervisors, and administrators — from assigning a beacon to reading the verification report. Your Facility Administrator Walkthrough and Staff Quick Start ship with your welcome kit.
Self-serve
Self-serve answers
When is my card charged?
You add a card when you sign up, and nothing is charged that day. Billing starts on the go-live date you chose — your number of beds × your per-bed rate — and then monthly on that date. Bed count changes are reflected on the next invoice.
How do I cancel?
After go-live, cancel anytime in the billing portal; service runs to the end of the month you paid for. Before go-live, email customersupport@supportscan.org and we cancel it — you are never charged. Cancelling does not delete your records; see Data processing & retention.
A staff phone can't connect — where do I start?
Check the facility code on the first-launch screen, then confirm the phone has any internet connection. Rounds recorded while offline are queued on the device and sync automatically — no data is lost while you troubleshoot.
How do I add or deactivate a staff account?
Facility admins: Staff tab → create with a temporary PIN (forced change on first sign-in), or Details → deactivate — which signs that person out everywhere immediately.
A beacon seems dead — what happens to rounds?
Rounds continue: the app records a manual check with a required reason, flagged for supervisor review, so the record shows exactly what happened. Swap a fresh beacon from your included supply and assign it on the client's card.
How do I pull records for a surveyor?
Reports → set the date range → export CSV. The missed-round register and verification breakdown are the two views surveyors ask for most.