Support

What to include in your email

So we can find your account quickly, please include:

• Your clinic's name
• The email address on your clinic's account
• A short description of what you need, or what happened

Account help

If you cannot sign in, try the password reset on the sign-in screen first — it resolves most sign-in problems. If you are still stuck, or you need a change to your clinic's account that you cannot make yourself, email us from the account email address if you can.

Your clinic's data: export or deletion

An authorized representative of your clinic can ask us to export or delete your clinic's data at any time. Email support@usenro.com from the account email address. We verify the requester's authority before releasing any data.

If your clinic closes its account, its records — including document photos and the text read from them — are kept for 30 days after the closure, in case you need an export or change your mind, and are then deleted. If an export is still in progress at the end of that period, deletion waits until the export is complete. The full details are in our Privacy Policy.

Patient information uploaded by mistake

NRO is not a medical record system, and patient information must not be photographed or uploaded. If it happens by mistake:

1. If you can, delete the document in NRO first.
2. Then email support@usenro.com with your clinic's name and which document it was, so we can confirm the deletion. Do not attach the document or send the patient information again.

We delete the photo, any text read from it, and the associated record. Removal of patient information is handled promptly and does not wait for the account-closure timeline above — and we do not need to verify your authority before removal begins.

If you are a patient and believe your own information was uploaded to NRO, email the same address. You do not need to send us the information again for us to act.

Response times

We reply within 2 business days. Support is by email only; we do not offer phone support.