Help & Support
Need a hand? Start with the help center, or reach us directly via live chat or email.
Help center
The help center covers getting started, plans and credits, refunds, account security and other common questions — most answers are a search away.
Browse the help center →Live chat
Click the button below to open the chat window and describe your issue. Our AI assistant answers common questions instantly, and complex issues are handed over to a human agent.
Human agents are available on weekdays 10:00–19:00 (UTC+8). Messages sent outside these hours will be answered on the next business day.
Other ways to reach us
For refund requests, account issues or partnership inquiries, you can also email us — we reply within 7 business days.
Support email: support@medcxy.com
Popular questions
- How do I reset my password?
- Use the "Forgot password" link on the sign-in page and enter your registered email. You will receive a reset link; if it does not arrive, check spam and the address you registered with before requesting another one.
- How do I export my data?
- Email support@medcxy.com from your registered address with the subject "Data Export Request" and the scope you need. Conversation content can also be copied and shared directly from the workspace.
- Where is my data stored and who can see it?
- The database and authentication are hosted by Supabase under a data processing agreement. Passwords are hashed, transport is encrypted, and row-level security limits access. Questions are sent to model providers under terms that forbid using your data for training.
- How current is the product and regulatory data?
- A collection engine continuously updates product, regulatory and industry data; timing varies by source. Answers cite the source and timestamp, and for time-sensitive questions you can ask for a live web search.
- How do I switch the interface language?
- Use the language switcher in the top navigation. Simplified Chinese, Traditional Chinese (Hong Kong), English, Spanish, Japanese and Korean are available, and the AI answers in the language you are using.
- How do I contact support?
- Email support@medcxy.com, or use the in-app messenger. Include your registered email, what you were doing, the exact error text, and a screenshot when possible — it usually removes a round of back-and-forth.