Support

Common questions

The first bill takes a while to read.

The first time, your browser downloads the reader (about 15 MB) and keeps it, so later bills start straight away. The reading itself happens on your device: a PDF usually takes seconds, a photo or a scan can take a minute a page.

The reader got a number wrong.

Figures the reader was unsure of are marked on the “Check what we read” step. Correct any figure there, marked or not, before you continue; the checks use your corrections. A clearer photo, or the PDF from your provider’s online portal, usually fixes a bill that reads badly.

Why do I have to tick “I’ve compared every figure”?

Because the full list is only as good as the figures it is built on. Nobody should pay for a list based on a misread number, so every bill is compared with the paper before anything can be paid for.

My bill would not open.

Most failures are an unreadable scan, a password-protected PDF, or a file larger than the limit. Try a clearer copy. We cannot see your bill because it is read on your device, so if it keeps failing, send us a message with the file type, the number of pages and what the screen said.

A finding looks wrong to me.

Every finding says what we saw and why it might matter. MedBillCheckup never concludes that a charge is incorrect. It points at what is worth asking about. If you think a check misfired, send us a message with the finding’s title.

Is my bill uploaded anywhere?

No, the bill file is not. Your own browser reads the bill, and the bill file stays on your device. To run the checks, we receive the charges (with their descriptions, codes, dates and amounts, and who billed them when that is an organization), the bill’s totals and dates, and any answers you give to the money questions. Your name, address and account numbers are removed wherever your browser recognizes them, and nothing is kept.

I paid for a bill and it says I have not.

Your receipt lives in the browser that bought it. If you cleared that browser’s data, switched browsers or used a private window, the receipt is gone from that device. Send us a message under “A payment or receipt” with the email you paid with: we find the payment in Stripe and put it right. Subscribers can sign in on any device with the email they used at checkout.

Can I get a refund?

Purchases are not refunded if you change your mind; every price is shown before you pay. If you were charged twice, charged after cancelling, or paid for a bill we could not analyse, send us a message under “A payment or receipt” with the email you paid with and we put it right. Stripe emails you the outcome.

I want to use my subscription on another device.

Open Sign in, enter the email you used at checkout, and open the link we send you on the new device. That installs your subscription pass in that browser.

I want to cancel my subscription.

Open Billing in the app and choose Manage subscription. That opens Stripe’s own portal, where you can cancel, change your payment method and download invoices. Cancelling stops the renewal; you keep Pro until the end of the period you already paid for.

I want my data deleted.

Everything the app holds is in your browser: Settings has Erase everything on this device, which deletes your bills, results, letters, receipts, pass and consent choices. We keep nothing about your bills on our side. If you sent us a message from this page and want it deleted, write to the privacy address below. Stripe keeps its payment records under its own policy.

How do I know I have the latest version?

Open Settings in the app: the version number is under “About this app”. MedBillCheckup updates itself: an open page reloads once when a new version is published.

Other ways to reach us

By email

hello@medbillcheckup.comIf you can’t use the message box. We read every email and act on it. We write back only when you wrote to us about it: to confirm a withdrawal, to put a payment right, or to answer a request about your data.

Privacy and your data rights

privacy@medbillcheckup.comAccess, correction, deletion, portability, objection, and withdrawal of consent. Because your bills are held only in your browser, most of these you exercise yourself, immediately, from Settings: download your data, erase everything, withdraw consent. Write to us for anything about a payment record or a message you sent. We answer within one month of receiving your request. If we need more time, we tell you why within that month and answer within 45 more days.

What support cannot do

• We cannot tell you whether a charge is correct, medically necessary, or lawful.
• We cannot contact your provider or your insurer on your behalf.
• We cannot give medical, legal, or insurance advice.
• We cannot see your bill at all: the file never leaves your device, and nothing sent for the checks is kept. We can only act on what you describe to us.