Averi Technical Support

1. How to Contact Support

Email: Averi@familymedvault.com
Suggested subject: Averi Support Request

Please include:

1. Your iPhone/iPad model and iOS version
2. Averi app version (Settings → App information, if available)
3. What you were trying to do
4. What happened (screenshots welcome; do not send highly sensitive personal IDs)
5. Approximate time of the issue and your time zone

Typical response target: within 1–3 business days (UTC+8, excluding PRC public holidays). Complex AI/provider issues may take longer. Support is provided in English and Chinese.

2. What Averi Is (and Is Not)

• Averi is a personal AI assistant for document/workflow analysis and productivity.
• Averi is not a medical device and does not provide diagnosis, treatment, or emergency care.
• AI outputs may be incomplete or incorrect. Always verify important decisions with qualified professionals.
• For medical emergencies, contact local emergency services immediately — do not rely on Averi.

3. Common Issues & Fixes

AI analysis failed / no result

• Check network connectivity.
• Retry with a shorter document or clearer photo.
• Confirm you still have AI credits / an active membership (Subscription Center).
• Force-quit Averi and reopen; update iOS and Averi if an update is available.

Cannot upload photo / PDF / camera

• Go to iOS Settings → Averi and allow Camera / Photos / Files access.
• Re-try from the workflow input screen after granting permission.

Language / UI looks wrong

• Switch language in Averi settings (Chinese / English), then reopen the screen.

Local history or files missing

• Uninstalling Averi or clearing app data deletes local content.
• We cannot recover deleted on-device data from email support.

4. Subscriptions, Credits & Refunds (Apple)

All payments for Averi memberships and AI credit packs are processed by Apple via In-App Purchase. The individual developer of Averi does not receive your card details and cannot manually refund App Store charges.

• Manage or cancel subscriptions: Apple — View, change, or cancel subscriptions
• Request a refund: reportaproblem.apple.com
• Purchase history: Apple — See your purchase history

If a purchase did not unlock features after Apple confirms payment, email us with the approximate purchase time and product name (e.g., Personal Monthly / Family Yearly / 500 AI Credits). We can help investigate entitlement issues, but billing disputes are handled by Apple.

5. Privacy & Sensitive Content

• Do not email national ID numbers, bank cards, or unnecessary patient identifiers.
• Redact sensitive information from screenshots when possible.
• See our Privacy Policy for how data is processed during AI analysis.

6. Feature Requests & Feedback

We welcome product feedback. Email Averi@familymedvault.com with subject Averi Feedback. Suggestions may or may not be implemented; submitting feedback does not create any obligation, partnership, or IP assignment beyond what is needed to review your message.

7. Abuse, Safety & Legal Notices

• Do not use Averi for unlawful, harmful, or abusive purposes.
• Do not attempt to reverse engineer, attack, or overload our services.
• To report a safety or legal concern, email with subject Averi Legal / Safety.

Support is provided by a personal developer on a commercially reasonable basis. Availability may be limited during travel, illness, or force majeure. Nothing on this page expands warranties beyond the Averi EULA and applicable mandatory law.

8. Developer Rights Notice

Averi, including its name, branding, workflows, UI, and related materials, is owned by the individual developer of Averi unless otherwise stated. Unauthorized copying, redistribution, trademark misuse, or false affiliation claims are prohibited and may result in App Store / legal action to the extent permitted by law.

9. Contact

Averi 个人开发者 / Individual developer of Averi
Email: Averi@familymedvault.com
Region: People’s Republic of China (support timezone UTC+8)

Averi 技术支持（中文）

本页为 App Store Connect「技术支持网址」对应页面。 支持方为 Averi 个人开发者。 邮箱：Averi@familymedvault.com。

一、如何联系我们

邮件主题建议：Averi 支持请求。请尽量提供：

1. 设备型号与 iOS 版本
2. Averi 版本号（如设置页可见）
3. 操作步骤与期望结果
4. 实际现象（可附截图；请勿发送非必要的身份证号等敏感信息）
5. 发生时间与时区

一般回复周期：1–3 个工作日（UTC+8，中国法定节假日除外）。 涉及网络/模型服务商的问题可能更久。支持语言：中文、英文。

二、Averi 能做什么 / 不能做什么

• Averi 是个人 AI 助手，用于文档/工作流分析与效率场景；
• Averi 不是医疗器械，不提供诊断、治疗或急救服务；
• AI 结果可能不完整或不准确，重要决策请咨询专业人士；
• 紧急医疗情况请立即联系当地急救，不要依赖 Averi。

三、常见问题

AI 分析失败 / 无结果

• 检查网络；
• 换更清晰的照片或更短文档重试；
• 确认订阅中心仍有 AI 额度或有效会员；
• 强制退出后重开；更新 iOS 与 Averi。

无法拍照 / 选图 / 上传 PDF

• 到 iOS「设置 → Averi」打开相机 / 照片 / 文件权限后重试。

语言显示异常

• 在 Averi 设置中切换中文/英文后重新进入页面。

本地记录丢失

• 卸载应用或清理数据会导致本地内容删除；技术支持无法从邮件端恢复已删除的本地数据。

四、订阅、额度与退款（Apple）

Averi 会员与 AI 额度通过 Apple 应用内购买结算。 个人开发者不会拿到你的银行卡信息，也不能直接办理 App Store 退款。

• 管理/取消订阅： 查看、更改或取消订阅
• 申请退款： reportaproblem.apple.com
• 购买记录： 查看购买记录

若 Apple 已扣款但功能未到账，请邮件告知大致购买时间与产品名称 （如 Personal 月付 / Family 年付 / 500 AI 额度）。我们可协助排查开通问题； 账单争议仍由 Apple 处理。

五、隐私与敏感信息

• 请勿在邮件中发送身份证号、银行卡号或非必要患者标识；
• 截图尽量脱敏；
• 数据处理说明见《隐私政策》。

六、反馈与建议

欢迎反馈，主题可写 Averi 反馈。 是否采纳由开发者自行决定；提交反馈不意味着形成合伙、雇佣或额外知识产权转让义务 （仅为处理你的邮件所必要范围除外）。

七、安全与法律相关

• 请勿将 Averi 用于违法、侵害他人或滥用用途；
• 请勿攻击、逆向或过量请求服务；
• 安全/法律问题邮件主题请写 Averi 法律/安全。

技术支持由个人开发者在合理商业能力范围内提供，可能因出差、疾病或不可抗力而延迟。 本页不扩大 EULA 与强制性法律之外的额外保证。

八、开发者权益说明

Averi 的名称、标识、界面、工作流与相关材料，除另有说明外，归 Averi 个人开发者所有。 未经授权不得复制、转售、冒用或虚假宣传关联关系；必要时将依法及依 App Store 规则维权。

九、联系方式

Averi 个人开发者 / Individual developer of Averi
邮箱：Averi@familymedvault.com
所在地：中华人民共和国（支持时区 UTC+8）