Support
Get help with Docistra - contact the team, report issues, and find answers
The Docistra support team is here to help with setup, technical issues, billing questions, and anything else related to your clinic's AI agent.
Contact support
Email Support
support@docistra.com - for non-urgent questions, billing issues, and general help. We typically respond within 24 hours.
Support form
Submit a ticket on our website. Pick billing, technical, account or other, and we'll reply by email within one business day.
What to include in your support request
To help us resolve your issue quickly, include:
- Your clinic name and the email address used to sign up
- A description of the issue - what you expected to happen vs. what actually happened
- The date and time when the issue occurred
- Screenshots or screen recordings if relevant (especially for AI conversation issues)
- Your WhatsApp conversation or appointment ID if the issue is specific to a booking
Common issues & quick fixes
When the AI stops answering, it's usually one of these:
- Your clinic's WhatsApp number isn't connected, or shows an error, in Settings → WhatsApp. Without a connected number the assistant doesn't answer on WhatsApp. See WhatsApp Settings.
- The AI is switched off for that patient in Conversations
- Your subscription isn't active (check Settings → Subscription)
- Your clinic profile is incomplete (name, public link, logo, description, phone and at least one address)
See When the AI stops answering for the full list.
Go to Dashboard → Conversations and find the conversation. Review what the patient asked and what the AI responded. If you find a recurring pattern, adjust the AI's custom instructions or doctor schedules to prevent it.
To fix the incorrect booking, open the appointment and reschedule or cancel as needed.
Check with your bank that the card is enabled for online payments. Try again with the same card, or use a different card. If the problem persists, contact support@docistra.com.
Confirm the script tag is placed just before </body> in your HTML, that data-clinic-id is set to your actual Clinic ID, and that there are no JavaScript errors in your browser console.
Feedback & feature requests
Have an idea for a feature or an improvement? We'd love to hear it. Email support@docistra.com with the subject line Feature Request and describe what you're looking for and why it would help your clinic.
Popular requests are tracked and prioritized on our Roadmap.