Updated 10 October 2026. My Medical is operated by TRUSTWELL SAFETY LIMITED, trading as Trustwell Safety. My Medical is live on the App Store and Google Play in supported countries. These support channels cover the public app and authorised testing.
Contact us
For sign-in, account, technical, subscription or privacy help, email support@trustwellsafety.co.nz.
Postal contact: Trustwell Safety, 8 Winton Street, St Albans, Christchurch 8014, New Zealand.
Include your device type, app version, the feature affected and a short description of what happened. If the app supplied a report receipt, include it. Please leave out health records, photos, passwords, sign-in codes and payment-card details. We will ask if we need any further information.
Trustwell Safety handles support and privacy requests. If an issue needs investigation, we explain the next step. We respond as soon as reasonably practicable and comply with any applicable legal response deadline. This inbox is not continuously monitored and is not a medical or emergency service. For medical concerns, contact a qualified healthcare professional; for immediate danger, contact local emergency services.
Report a safety, privacy or security concern
Email the same support address with Safety, Privacy or Security in the subject. Send the minimum description needed and your app version; do not send health records, credentials or an exploit containing someone else’s data. Trustwell Safety assesses the report and explains the next steps. This inbox is not an emergency or real-time clinical review channel.
Download My Medical
My Medical is available now on the App Store and Google Play. For product-update enquiries, send your country and device type without health information. You may ask us to stop updates at any time.
Common questions
I did not receive a sign-in code. Check the address entered, your spam/junk folder and your connection. Wait for the resend timer before requesting another code, then use the most recent email. If it still fails, email support; never send us your code. Email sign-in is available in the native app; access depends on your supported country, age and app version.
A code has expired or does not work. Request a new code and enter it in the app. Never share it with anyone claiming to be support.
I want my account deleted. Follow the deletion instructions. You can start a request by email without reinstalling.
I want to cancel or query a payment. Subscriptions are available when offered by your installed app version and store. Authorised test purchases are separate from public purchases and can expire much sooner. Use the subscription settings in the store where you purchased, or contact us if access does not match your receipt. Do not purchase again while a payment is pending. Deleting an account does not cancel store renewal.
An AI response seems wrong or unsafe. Stop relying on that response and seek appropriate professional advice. Where available, use Report response to submit only the excerpt you approve, or email a brief description without identifying health details. This reporting process does not provide immediate clinical review.
Can My Medical assess an X-ray? No. No radiology service is connected. Written reports and eligible adult skin-photo descriptions are separate features.
My Medical privacy notice · My Medical terms of use · My Medical support · Delete your My Medical account