Frequently asked questions
Everything you need to know about having your medical information in one place, ready for any appointment or emergency.
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What is MedFiles?
MedFiles is a secure place where you keep all your medical information in one place: exams, prescriptions, reports, and images. You upload your documents, organize them your way, and share access only with who you choose (your doctor or family) when you need to. Ready for any appointment or emergency.
Is it free?
You can start for free and try the app. If you need more storage, more family profiles, or advanced features, there are paid plans. Healthcare professionals can access at no cost when a patient shares documents with them. No credit card required to start.
Do I need to be a doctor to use MedFiles?
No. MedFiles is for everyone. Patients store and organize their medical information and their family's; healthcare professionals access only what the patient shares with them. Anyone can create an account.
What devices can I use MedFiles on?
Web browsers (Chrome, Firefox, Safari, Edge) and the MedFiles mobile app for iOS and Android. You can access your documents from your phone or the web whenever you need to.
Are my medical data secure?
Yes. Your medical information is private and under your control. We use encryption and HIPAA-aligned infrastructure. Your data is not shared with third parties without your explicit consent.
Who can see my documents?
Only you. No one has access to your documents until you share them with a doctor or a family member. You can revoke access at any time.
What happens if I lose my password?
Use "Forgot your password?" on the login screen. We send you an email with a secure link to create a new one. If it doesn't arrive, check spam or contact us.
How does AI analysis work?
AI helps extract text from your documents (OCR), classify them automatically, detect relevant values in lab results, generate summaries, and answer questions about your documents. All processing is secure and encrypted.
Is AI analysis medical advice?
No. AI analysis is only informative and educational. It does not replace professional advice, diagnosis, or treatment. Always consult a healthcare professional for medical decisions.
How many AI analyses can I do?
It depends on your plan: each plan sets how many AI analyses and chat messages you can use each month. You can see your usage and limits in the account section.
Are AI results saved?
Yes. When you open a document again, the previous analysis loads instantly and does not use additional analyses. It only counts when you re-analyze a document.
What can I store?
Lab results, prescriptions, imaging reports (X-rays, MRIs), study results, allergy and medication data, and medical documents in PDF or photos. All in one place.
How much storage do I have?
It depends on your plan. The free plan lets you store a few documents to try the app. Paid plans offer more space (in GB) and more documents so your medical information is ready when you need it.
Can I organize my documents?
Yes. You can create folders and organize by type, date, or family profile so you can find everything fast when you need it.
Can I download my documents?
Yes. You can download individual documents, export all documents as ZIP from your library, export AI analyses as PDF, and download a full data package (JSON + documents) from Settings → Deactivate or delete account → Export my data.
How do I share with my doctor?
First you connect with your doctor. From their card you pick the documents you want to send and share them. They see only what you chose, and you can withdraw access at any time.
Can I stop sharing something?
Yes, at any time and document by document. Withdrawing access takes effect immediately: your doctor stops seeing that document, and the record of when you shared it stays in your history.
Can I see who accessed what I shared?
Yes. In your doctor's card you see everything you have sent them, grouped by delivery and with the date of each one, plus everything they have sent you.
Can I manage my family's information?
Yes. You can create profiles for yourself, your partner, your children, and pets. Each profile has its own documents and is shared separately. Organize the medical records of those who depend on you too.
How many profiles can I have?
It depends on your plan. Each profile has its own medical information and documents. You can see the exact number in the account section or on the pricing page.
Do I need internet?
Yes. MedFiles is a cloud platform so your documents stay in sync on all your devices and are backed up.
Is there a file size limit?
The maximum per file is 50 MB. Enough for PDFs, study images and reports. Supported formats: PDF, JPG, PNG, WEBP, HEIC and HEIF.
What do I do if the app doesn't work?
Close and reopen the app, check your internet connection, and update to the latest version. If it still fails, email us at support@medfiles.ai with the details.
What does the free plan include?
You can keep everything you already saved and open it whenever you want: a few documents, and your MedFiles Inbox address stays yours, though it is paused and cannot take in new documents. For more storage, more documents, family profiles, sharing with doctors and an Inbox that receives, there are paid plans.
How do I upgrade my plan?
From the Plans section in the app or the pricing page on medfiles.ai. On the website you pay with Stripe. On mobile, iOS uses the App Store and Android uses Google Play. Your plan activates after payment is confirmed.
Can I cancel my subscription?
Yes, anytime from your account settings. You keep access until the end of the paid period. Your documents stay safe; after that, free plan limits apply.
How do I deactivate or delete my account?
On the web app: Settings → Deactivate or delete account. In the mobile app: Account (from Settings) → Deactivate or delete account. Deactivating is temporary: you are signed out immediately and can sign in again anytime to reactivate, your data stays saved. Deleting starts a 30-day grace period: your account stays active, you can export your data, and you may cancel anytime. You can also request deletion by emailing support@medfiles.ai from your registered address (typically processed in about 24–48 business hours, with verification). If you do not cancel, when the period ends we process your request as described in the Privacy Policy. See Privacy Policy for Stripe vs App Store/Google Play subscriptions and backups.
What is MedFiles Inbox?
MedFiles Inbox gives every profile in your account its own unique email address (yourname.suffix@medfilesinbox.com). Share each address with the right doctor, lab, clinic or pharmacy and any documents they email you arrive in the matching profile's inbox. You review them and decide which ones to save, or set up trusted senders to save them automatically.
Does MedFiles Inbox receive on the free plan?
Your address is yours forever, on every plan: it is never deleted or reassigned, and everything it already received stays in your account. What the free plan cannot do is take in anything new. While your trial is running and on any paid plan your Inbox receives normally; on the free plan it is paused, and if someone emails you we tell you who tried so nothing gets lost silently. Choose a plan and the same address starts receiving again.
What can I do with an attachment received by email?
Each email shows its attachments. You only choose whether to save each one to your medical records, the destination profile is already decided by the address that received the email, so there's no manual routing. When you save it, the AI takes over (text extraction, document type, key data, indexing). If you don't want to save it, archive the email with its attachments; nothing enters your records and you can unarchive it later. You can also mark a sender as trusted to skip the manual step entirely on future emails.
Can I change my MedFiles Inbox addresses?
Yes. From inbox settings you can rotate any address independently (useful if a particular contact starts getting spam). The old address stops working and you get a new one for that profile; addresses for the other profiles stay the same. You always control who has each one.
Why do some emails appear as "Failed"?
A "Failed" email is one we received but could not process. The most common reasons are: it had no valid attachments (formats other than PDF/JPG/PNG/WEBP/HEIC/HEIF or files too small or too big), or the same sender sent us too many emails in a short window (anti‑spam protection). We keep failed emails visible so you know someone tried to reach you, and you can archive them.
How many attachments can one email include?
Up to 20 attachments per email, and each email can carry up to about 17 MB of attachments in total. A larger email does not reach MedFiles, and the sender's email service lets them know. Only PDF, JPG/JPEG, PNG, WebP, HEIC and HEIF are accepted. If a sender attaches more than 20, only the first 20 are processed; they can send the rest in a follow-up email.
Does MedFiles send WhatsApp messages?
Only if you opt in. Patients can enable optional WhatsApp utility alerts in Settings → WhatsApp notifications (website or mobile app). We send short notices for MedFiles Inbox (new document) and appointment reminders, not marketing. In-app and push notifications remain available separately.
What information is included in WhatsApp alerts?
A brief generic message and a link to open MedFiles. We never include diagnoses, lab values, document content, or other medical details in WhatsApp. Review the full information inside the app or website after tapping the link.
How do I turn off WhatsApp notifications?
Open Settings → WhatsApp notifications and turn off the alerts you no longer want, or reply STOP to our WhatsApp sender number. You can re-enable them anytime from Settings after verifying your mobile number on WhatsApp.