Support
Please do not send us patient information. We do not need it to help, and we do not want it. Describe the problem in general terms, or send the template name and the field that misbehaved.
The microphone will not start
The first time you dictate, Chrome opens a tab asking for microphone access. If you missed it or blocked it, click the padlock in the address bar on that tab, set Microphone to Allow, then reload your Cliniko note.
If Chrome never asks, another application may be holding the microphone. Close other calling or recording apps and try again.
Penwell is not showing on my note
The dictate row appears on treatment note pages, just under the template box. If it is missing, reload the page first. If it is still missing, Cliniko may have changed something we read, so email us with the template name and we will fix it.
You will also see "No fields detected" in place of the field count when that happens. That message is worth sending us.
A field was left empty
Penwell leaves a field blank when you did not dictate anything for it. That is deliberate: an empty field is safer than an invented one. Use View transcript on the note to see exactly what was heard, which tells you whether the words were missed or simply never said.
Something landed in the wrong field
Move it, then tell us. Send the template name and roughly what you said, without patient details, and we will look at how it was routed.
Trials and billing
The trial runs for 14 days and needs no card. When it ends, dictation pauses and a Subscribe button appears on your notes. Subscribing during the trial keeps the free days you have left, so you are not charged until the trial would have finished.
To change a card, see invoices or cancel, open the Penwell icon in your Chrome toolbar and choose Manage billing. Cancelling keeps your access until the end of the period you have paid for.
Deleting your account
Email support@penwell.uk and we will delete your account record. There is nothing else to delete: we never store your audio, transcripts or note text. See the privacy policy for what we hold.
Reporting a security issue
Email support@penwell.uk with "security" in the subject and we will come back to you quickly.