Support

1. How to get help

Email support@myseha.ai. You can also message us on WhatsApp, or send a report from inside the app — Me → Contact Us — and all three reach the same people. Both in-app routes are on the Me tab, under Help & FAQ and Contact Us. We do not have a phone line, and we will never call you unprompted.

So that we can help without a round of questions, please include:

• What happened, and what you expected to happen instead.
• Which screen you were on — for example Home, Track, or the lab upload screen.
• When it happened, roughly — the date, and the time if you remember it.
• Your device and operating system version — for example "iPhone 14, iOS 18.5" or "Samsung S23, Android 15".
• The app version, if you can reach it, and whether you were using the app in English or Arabic.

Please do not send us passwords or one-time codes. We will never ask you for either. A screenshot often helps, but you do not need to send one that contains your health data — if we need to see something specific, we will ask, and we will say why.

We aim to respond within 5 working days. That is a target we set ourselves, not a guarantee or an agreed service level. If something will take us longer, we will say so rather than leave you waiting.

2. Privacy and data requests

For anything about your personal data — a copy of it, a correction, an objection, or a question about how it is handled — email privacy@myseha.ai.

What we collect, why, who processes it and for how long is set out in the App Privacy Policy. Deletion has its own page: Delete your account and data.

3. Deleting your account

In the app, go to Me → Privacy & Data → Delete your account. You will be shown what will be erased and asked to confirm, because the deletion cannot be undone.

You do not need the app to have your data erased. Anyone can request deletion by emailing privacy@myseha.ai — whether or not the app is installed, and whether or not you can still sign in. The full procedure, what deletion erases and what survives it, is on the Delete your account and data page.

4. Reporting a security issue

If you believe you have found a security vulnerability, or you think an account has been accessed by someone else, email privacy@myseha.ai. This is also the contact published in our security.txt file at myseha.ai/.well-known/security.txt.

Please describe what you found and how to reproduce it, and give us a reasonable chance to fix it before publishing it. We do not run a paid bug-bounty programme, and we will not pretend otherwise — but we will acknowledge your report and tell you what we did about it.

5. Known limitations

mySEHA is in beta. It is in active development, features change between releases, and you may meet rough edges. We would rather list a limitation than let you discover it:

• Support is written only — email, WhatsApp, or a report sent from inside the app — in English and Arabic. There is no phone line.
• We answer during Egyptian working days, so a message sent at the weekend is picked up on the next working day.
• Some health-education content is technical by nature, and plain-language summaries in both languages are still being written.
• Fixes to the app ship as a new release through the app stores, so a fix can take longer to reach you than it takes us to make.

6. Who we are

VETRA LLC — 6th Floor, 1 Roxy Square, Heliopolis, Cairo, Egypt — support@myseha.ai