Support
Support
Help for people using GroundCtrl and Innosano applications, and for the organisations, clubs and providers that operate them.
If your organisation gave you the app
Innosano provides its platforms to organisations, not directly to individuals. If you were asked to download an Innosano application by your employer, your club, your contracting entity or a medical provider, your first point of contact is that organisation, because they control your access and your program. If they cannot resolve it, contact us using the details below and we will help.
Contact support
- support@innosano.com
- Phone
- +61 2 8006 8111
- Hours
- 9:00am to 5:00pm AEST/AEDT, Monday to Friday, excluding NSW public holidays.
Please include the application name, your organisation, the device and operating system version, and what you were doing when the problem occurred. Do not include clinical details, test results or other health information in a support email.
Applications we support
- GroundCtrl Sport
- GroundCtrl Mining
- Digital Passports
Response times
| Request type | We aim to respond within |
|---|---|
| Application unavailable or unusable | 1 business day |
| Login, access or account problem | 1 business day |
| General enquiry or feedback | 2 business days |
| Privacy request (access, correction, de-identification, deletion) | Acknowledged within 2 working days, per the Privacy Policy |
Account and data deletion
You can request deletion of your account and associated data at any time, including if you have already uninstalled the application. See Account and Data Deletion.
Privacy and security
How we handle personal information, including health information, is set out in the Privacy Policy. To report a suspected security issue, email privacy@innosano.com with the subject line "Security report".