Help with Adelo CRM

I cannot sign in

Adelo CRM is provided to organizations for their own sales teams, and accounts are created by invitation — there is no public sign-up, and registering an address we do not recognize will not produce an account that can see anything.

If you work for a company that uses Adelo, ask whoever administers it there to invite you; they can do that from the Team screen in a few seconds. If you do not know who that is, write to support@adelohealth.com with your company name and we will point you at them.

If you have an account and the password is not working, use the reset link on the sign-in page. Reset emails occasionally land in a spam folder on corporate mail systems, so check there before writing to us.

Something is broken

Tell us at support@adelohealth.com. Three things make a bug report ten times more useful, and none of them takes long:

• What you were doing — the screen you were on and what you pressed.
• What happened instead — the message, or what appeared where you expected something else. A photo of the screen is fine and often the fastest thing to send.
• Whether it happens every time. A fault that reproduces is usually fixed the same day; one that happened once needs the time and the practice name to find in the logs.

We answer during US business hours, Central time, and aim to reply the same working day. If the app is down for your whole team, say so in the subject line — that goes to the top of the list.

Using it on iPhone

The iOS app signs in with the same account as the web app, so if it works in a browser it will work on the phone. Two things are worth knowing:

• Location. The day planner’s “start from where I am” orders your calls by drive time from where you are actually standing, which needs location while you are using the app. If you declined the prompt, turn it back on in Settings → Privacy & Security → Location Services → Adelo CRM and choose While Using the App. Nothing else in the app needs it and we never record a track of where you have been.
• Updates. Most improvements ship to the web app and appear the next time you open the phone app — you do not need an App Store update to get them.

Data, privacy and security

Adelo CRM holds no patient information. That is a design decision and a contract term, not a preference: the app records practices, physicians, visits and the specimens a lab received, and there is nowhere in it to put a patient.

For a question about personal data or a request about your own, write to hello@adelohealth.com; the privacy notice sets out what we hold and why. To report a vulnerability, use security@adelohealth.com and read how we handle security first — it says what we will do and how quickly.

Deleting your account

Your account belongs to your employer’s workspace, so the administrator there removes it and your access ends immediately. If you would rather ask us directly, email hello@adelohealth.com from the address on the account and we will action it and confirm when it is done.

Deleting the account removes you: your name and contact details, your sign in credentials, your active sessions, the notes and messages you wrote, photographs you attached, files you uploaded, and any drive or mileage records held under your name. It comes out of our production systems within thirty days of the request. Copies sitting in routine backups go on their ordinary cycle, and we do not open them in the meantime for anything except restoring the service.

What stays is your employer’s and not ours to erase on your behalf. The practices, physicians and account history in the workspace are the company’s business records, and they remain there after you leave. If those should go too, that is a request an administrator makes, and we delete the workspace on the same timings.

Three things outlive the account, and only these. Security and operational logs, which are the record that the deletion happened, for twelve months. Where your employer runs a mileage program, the consent records and any document that substantiates an allowance already paid to you, because those are the evidence the payment was permitted. And anything we are required to keep by law. Section 6 of the privacy notice gives the period for each.

Buying it, or seeing it first

If you are not a customer yet, ask for a demo on your own data or read what it costs. Neither is a support question, but it is the second reason people land here.

Who you are dealing with

Adelo CRM is published by Adelo Health, LLC. General inquiries: hello@adelohealth.com.