Help, from a person.
Email us and someone who works on Doctalink reads it. We aim to reply within one business day.
Three addresses, one team.
General support
Sign-in trouble, verification questions, or anything that isn't working the way it should.
support@doctalink.comPrivacy requests
Access, correct, or delete your personal information, or ask what we hold.
privacy@doctalink.comSecurity reports
Report a vulnerability, or unauthorized access to an account.
security@doctalink.comDoctalink is not for emergencies
Doctalink is for communication between healthcare providers. It is not an emergency service. For an emergency, use your institution's emergency protocol or call 911. Doctalink does not provide medical advice, diagnosis, or treatment, and nothing sent through it is a substitute for your own clinical judgment.
The things people ask first.
I signed in on a new device and it is asking for a recovery code.
That is expected. Your message history is encrypted with a key that only your device holds — we never have it. A new device needs your recovery code to unlock that history. Paste the code and your conversations come back.
Do not choose "I don't have my recovery code" unless you accept losing your history. That path resets your encryption identity. It restores access to your account, but past messages can no longer be decrypted by anyone, including us.
Where do I find my recovery code?
On a device where you are still signed in: Settings → Recovery Code. Save it somewhere you will still have if you lose your phone — a password manager is ideal.
If you no longer have access to any signed-in device and no copy of the code, past history cannot be recovered. That is a deliberate property of end-to-end encryption, not a fault.
How do I delete my account?
In the app: Settings → Delete Account. You will be shown exactly what is removed before anything happens, and you confirm by typing DELETE and entering your password. Your account, profile, devices, and contacts are permanently removed within 30 days.
Messages you already sent stay in the recipient's conversation as part of their records, retained for up to six years as HIPAA requires, then deleted automatically. Audit logs are retained for six years for the same reason. If the app cannot confirm your device instantly, it emails you a confirmation link instead — nothing is deleted until you click it.
Why do you need my NPI?
Every account is checked against the CMS National Provider Identifier registry, with a name cross-check, before it can send a single message. There is no public sign-up. That gate is what makes the directory something you can trust.
How do I report someone, or block them?
Open the conversation menu and choose Report a concern or Block. Reports carry a reason code and are reviewed by a person; accounts that accumulate unresolved reports are escalated automatically. Blocking is enforced on our servers in both directions for direct messages. Please do not include patient information in a report note.
Blocking someone you share a group with stops direct messages between you, but does not remove them from that group or hide group messages. The app tells you this before you confirm. To leave the situation entirely, leave the group.
What can I send?
Text, photos, and documents including PDFs and other clinical file types. Attachments are encrypted on your device before upload, exactly like message text.
Usable with assistive technology.
Interactive controls carry VoiceOver labels and roles, controls are reachable by keyboard in the web app, and we do not rely on color alone to convey state.
If you run into a barrier using Doctalink with VoiceOver, Dynamic Type, Switch Control, or any other assistive technology, email support@doctalink.com and tell us what you were trying to do. We treat those reports as bugs, not feature requests.
Still stuck?
Tell us what happened and what you expected. That is usually enough for us to find it.