Support
A question, an installation or video call issue? Write to us.
Contact
Email: oceanpatients.contact@proton.me
Hours: Monday to Friday, 9 am to 6 pm (Paris time), except public holidays.
First response within 2 business days.
To help us, mention your device (Mac, iPad or iPhone), the iOS or macOS version and what happened. Never send data about the people you support.
Frequently asked questions
I can’t see the Zoom camera in the record.
The built-in video call is available on iPad and iPhone. On Mac, use the Zoom app.
Connecting to Zoom doesn’t work.
Check your internet connection, then try “Start the video call” again. If the problem persists: Settings › Zoom › Disconnect Zoom, then sign in again.
The client can’t hear the tapping.
Make sure the tapping is started from the app during the call (the blue bar shows “Tapping sent into the call”). For tapping done by hand, choose the “Original sound” microphone.
The method’s content is locked.
Enter the activation code given during your P.R.U. training in Settings › Licence.
I changed devices.
Turn on iCloud sync on the old and new device, with the same Apple account. Also export a full backup regularly (Backup and Security).