Account & Support

Your account

Every Kantrad user has an account tied to their email address. This account:

  • Holds your license, which unlocks AI features (chat, frame analysis, segmentation, dictation).
  • Tracks the devices you’ve activated Kantrad on, with a per-user device cap.
  • Is the destination for support replies.

You set this up the first time you launch Kantrad - see Getting Started. After that, your license stays active in the background and renews automatically while you’re online.

Devices

Each license is bound to a configurable number of devices (typically 1 - your administrator can raise this for users who need more). When you install Kantrad on a new device and verify the same email, the new device replaces the oldest one. The replaced device shows a notification on next launch and can be re-activated by the user repeating the email-verify flow (which will, in turn, evict whatever device is now oldest).

To explicitly remove this device from your account: open Settings → Account → License → “Sign out this device”.

If your access stops working

A few reasons this can happen:

  • Offline > 7 days - Kantrad refreshes the session every 24 hours when online. If you’re offline for longer than the session window, AI features lock until the next online refresh.
  • Admin revoked your license - Sometimes done in response to a security incident. You’ll be sent through the email-verify flow again on next launch.
  • You signed out of this device elsewhere - Same recovery: re-verify your email.

In all three cases the recovery is the same: open Kantrad, enter your email at the verify step, and type the 6-digit code we email you.

Support

There are two ways to reach Kantrad support, both built into the app.

From the menu bar - Help → Contact Support…

Or click the lifebuoy icon in the top-right of the app window.

This opens a panel with two tabs:

  • My tickets - A list of every support ticket you’ve ever opened, with status (open / pending / resolved / closed) and the conversation thread for each. Click a ticket to read replies from our support team and continue the conversation in-app.
  • New ticket - A form to open a new support request. Includes:
    • Your email (pre-filled if you’re activated).
    • Subject + a description field for what’s happening.
    • Up to 5 attachments - screenshots, PDFs, or .log files, max 10 MB each.

The app automatically attaches your app version, OS, license, and current device info to every new ticket so support can reproduce the issue without asking.

Replying to a support email

When our team replies, you’ll receive an email at the address tied to your account. You can:

  • (Recommended) Open Kantrad → Help → Contact Support → “My tickets” to read and reply in-app. Attachments and full thread history are visible.
  • Or simply hit reply in your email client. As long as the [#NN] reference number stays in the subject line (most clients preserve it on Re:), your reply lands directly in the same ticket and our team sees it next to the original conversation.

If you start a fresh email to support@kantrad.app without a [#NN] reference, that opens a new ticket.

Privacy

Tickets and account data are stored on Kantrad-managed servers (Cloudflare D1 + R2 in the EU/US region). DICOM images and patient data never leave your device - only support content (subject, body, screenshots you choose to attach) is sent. See the Privacy page for the full details.