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Support and Help
How to get help with your MedNext account, subscription, billing or content, and what to expect when you contact support.
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Need help with MedNext? This page explains how to reach us, what information speeds up a resolution, and what to expect. For anything not covered here, email hello@mednext.academy and we will point you in the right direction.
1. How to get help. Email hello@mednext.academy from the email address on your MedNext account, with a clear subject line, for example "Billing", "Sign-in problem", "Refund request", "Correction" or "Accessibility". Describe what you were trying to do, what happened instead, and include the page address and your device and browser if the issue is technical. Screenshots help, but never include patient information in them.
2. Account and sign-in. If you cannot sign in, first use the password-reset option on the sign-in page. If the reset email does not arrive, check your spam folder and confirm you are using the email address you registered with. If you believe someone else has accessed your account, reset your password immediately and email us so we can review recent activity and secure the account.
3. Subscriptions and billing. You can view your plan, invoices and renewal date, turn auto-renewal on or off, and cancel from your account settings. If a payment was charged but access did not activate, or you were charged twice, email us with the payment date, amount and payment reference and we will trace it. Refunds are governed by our Refund Policy, which sets out when a charge is refundable and how to request it.
4. Access and content issues. If a chapter, question bank or tool will not load, try refreshing the page, signing out and back in, and confirming your internet connection; most loading issues clear with a fresh session. If a feature you paid for shows as locked, tell us the plan you purchased and the page where the lock appears. If your access comes through your college or institution, your institution manages your enrolment, so contact them first for seat or roster issues.
5. Reporting a content error. If you spot a suspected factual or clinical error, report it through the report option in the platform or email us with the subject line "Correction", including the page, the exact text, and the source supporting the change. Clinical-risk reports are reviewed first. Our Correction Policy explains the full process and timelines.
6. Privacy, data and accessibility requests. Requests to access, correct or delete your personal data, or to exercise any other right under the Digital Personal Data Protection Act, 2023, can be sent to hello@mednext.academy; see our Privacy Policy for details, including our Grievance Officer. Accessibility barriers can be reported the same way with the subject line "Accessibility", as described in our Accessibility Policy.
7. What not to send. Never send patient-identifiable information of any kind: no patient names, records, photographs, investigation reports or case details that could identify a real person. MedNext is an education platform, not a clinical service, and support requests containing patient data will be deleted. Please also do not send passwords or full card numbers; we will never ask for them.
8. Response times. We aim to acknowledge support emails within 2 working days and resolve most questions within 5 working days. Billing traces, refund decisions and content-error reviews can take longer and follow the timelines in the Refund Policy and Correction Policy. Grievances addressed to our Grievance Officer are acknowledged within 48 hours and resolved within one month, as required by law.
9. Contact. MedNext Academy Private Limited, email hello@mednext.academy. Registered office: 31 Sangamam Nagar, Podanur, Coimbatore, Tamil Nadu 641023, India. MedNext Academy Private Limited operates mednext.academy and its India-facing services; it is a subsidiary of MedNext Limited, a company incorporated in England and Wales, whose UK-facing services have their own separate support and policies.
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