Support

Contact support

Every message to support@34gigs.com opens a support case. You will get a reply from a member of the 34 Gigs team, not an automated system. Messages received outside support hours are answered the next business day.

34 Gigs is a clinical support tool and does not provide emergency or crisis support. If you or someone you are working with is in immediate danger, contact local emergency services. In the US, call or text 988 to reach the Suicide and Crisis Lifeline.

Response times

Access issues

Problems signing in or reaching a client record are handled first. First response within one business day, usually sooner during support hours.

Bugs and questions

First response within one business day, with an estimated time to resolve where we can give one.

Account and billing

First response within one business day. Cancellation requests are confirmed by email per the Cancellation Policy.

Security concerns

Reports of a suspected security issue are acknowledged within one business day and escalated to our technical lead immediately.

What to include in your message

• Your practice name and the email address on the account
• What you were trying to do, what happened instead, and when
• The browser or device you were using, and a screenshot if you have one
• For the Zoom app: the date and time of the affected meeting

Please do not include client names, session content, or other Protected Health Information in email. Describe the problem in general terms and we will arrange a secure way to look at specifics if needed.

The 34 Gigs app for Zoom

The 34 Gigs app for Zoom connects your Zoom account to 34 Gigs so that meeting transcripts can be added to the client record. 34 Gigs receives meeting transcripts from Zoom, not video or audio recordings. Your use of Zoom itself is governed by Zoom’s own terms.

To remove the app, open the Zoom App Marketplace, go to Manage, then Added Apps, and choose Remove next to 34 Gigs. Removing the app stops new transcripts from being sent to 34 Gigs. Transcripts already in your record stay in your 34 Gigs account and are handled under your Business Associate Agreement and the Cancellation Policy.

Questions about installing, using, or removing the app: support@34gigs.com.

Security and privacy requests

To report a suspected security issue, email support@34gigs.com with “Security” in the subject line. To exercise a privacy right described in our Privacy Policy, or to ask how we handle personal information, use the same address. Our security and compliance practices are summarized on the Security section of our homepage.

Business Associate Agreement

34 Gigs signs a Business Associate Agreement (BAA) with every practice before any Protected Health Information enters the platform. To request a copy of our standard BAA, or to check the status of a signed one, email support@34gigs.com.

Billing and cancellation

Billing questions go to support@34gigs.com. To cancel a subscription, the account owner emails us at least thirty (30) days before the end of the current Term; the full process is in the Cancellation Policy.