App support

Contact us

Email hello@viswellhq.com about privacy and your data, or anything else. We read every message.

Common questions

Do I need an account?

No. Viswell has no user accounts or logins. Staff profiles with PINs are optional, and the app requires a passcode set by your practice and can also unlock with Face ID.

Where is my patient data stored?

By default, charts, scans and photos are stored on your device and are not transmitted to Viswell. If your practice turns on chart sharing across its iPads, records and photographs are also stored on Viswell's servers in the United States (hosted by Amazon Web Services), held for your practice under its Business Associate Agreement, so your other iPads can show them. Optional skin visualization sends a consented photo to a third-party skin-analysis service (named in the Privacy Policy) through a Viswell-managed account for your clinic; deposits pass the amount, category and a payment reference through Viswell's payment service to Payroc, on your practice's own Payroc account; and if you use follow-up messages or online booking, Viswell's follow-up service holds each enrolled or booking patient's first name, email and/or mobile number, consent dates, appointments, message history, waitlist entries and review rating, encrypted, until you delete the patient or end your subscription. See the Privacy Policy.

How do I back up or move to a new device?

Settings → DATA → Encrypted Backup writes everything on the device to one file encrypted with your passphrase. Restore Backup reads it back on the new device. Viswell never sees or stores the passphrase, so we cannot open your backup or recover a lost passphrase. Use a long one. Patient records are always left out of iCloud and computer backups of the device.

How does a patient get their data deleted?

Delete patient and all records, on the Patients list, removes the whole record from the app on that device (and, if your practice shares charts, from its other iPads and from Viswell's servers) and deletes the patient's record on Viswell's follow-up service; only an opt-out entry (the address alone, no name) is kept so their opt-out is still honored if they are ever added again. It does not reach copies already exported or shared, earlier backups, or the skin-analysis service's copy of a skin photo (deleted within about 30 minutes of the analysis, or within 30 days if the analysis does not complete). Check your record-retention obligations before erasing. Deletion is free on every plan.

A patient wants a copy of their record.

Export Record on their chart produces a bundle of PDFs, photos, signed documents, CSV logs and a summary. Payment records are not included; they are in your practice's Payroc merchant account.

Which devices work?

Face scanning needs an iPhone or iPad with a TrueDepth (Face ID) front camera, running iOS or iPadOS 26 or later. On a device without TrueDepth you can still take the photos manually.

Does Viswell measure faces?

The face scan guides consistent photos. Viswell does not show or report facial measurements, symmetry, lesion findings or treatment results. The one number on the Consult tab is the angle between two guide lines the clinician places on a photo, which is arithmetic on the clinician's own lines. With the patient's consent, optional skin visualization shows the skin-analysis service's own relative scores and estimated skin age, labelled as that service's estimates.

Is Viswell a medical device?

Viswell is consultation and documentation software for licensed practitioners. It is not intended to diagnose, treat, cure, mitigate or prevent any disease or condition, doesn't recommend treatments or products, and hasn't been cleared or approved by the FDA. Everything clinical on the screen is a photograph, marks made on a photo during the visit, text a clinician typed, or a document signed in the app. The clinician retains every clinical decision.

Reporting a problem

Email us with your device model, iOS version, and what you were doing. The app version is in Settings → About Viswell. Please do not send patient information. We do not need it and should not receive it.

Viswell is consultation and documentation software for licensed practitioners. Not intended to diagnose or treat any condition; not FDA cleared.