Frequently Asked Questions

Audience: All Bioscope users.

Account & Login

Q: I can't log in — what should I do? Click Continue with Google and choose the Google account on your work email address. That's the recommended way in and it resolves most sign-in problems, including rejected passwords. Your email address is your account, so the address matters more than the method — a different address is a different account. See Getting Started with Bioscope: Sign Up & Onboarding for the full sign-in guide.

Q: I signed up but I'm not sure if I used email or Google. How do I find out? You don't need to work it out. Click Continue with Google and choose the Google account that uses your work email. If you get in, that's your method — carry on using it.

Q: I didn't receive my verification code. Check your spam or junk folder. Verification emails come from Bioscope and sometimes get filtered. You can click Resend on the verification screen to get a new code. Codes expire after 10 minutes.

Q: I requested a password reset and never received the email. Reset emails are only sent to addresses that have a password set. If your account was created through Google there is no password to reset, so no email is sent — the page looks the same either way because we don't reveal which addresses are registered. Check spam, then use Continue with Google, which is the way into your account.

Q: I signed up with a password. Should I switch to Google? We'd encourage it — there's no password to manage or reset. Click Continue with Google and pick the Google account with the same email address as your account. That links the two; it doesn't create a second account and nothing is lost. You can also keep using your password if you prefer.

Q: I use Google. Can I also have an email and password? You can, but we don't recommend it — a second credential is the source of most lockouts. If your practice requires it, register again with the exact same email address on your Google account, confirm the verification code, and choose a password. It links to your existing account rather than creating a new one.

Q: I signed in with Google and my account looks empty. Where is my data? Your data is fine — you're in a different account. This happens when the Google account uses a different email address than the one you registered with, typically a personal Gmail instead of your clinic address. Sign out and sign back in with Continue with Google on your work email, and your data will be there. Check which Google account is selected before continuing, to stop it recurring.

Q: Can multiple people in my practice share one account? Each user should have their own account. Shared credentials make it impossible to tell who did what in the account. If someone on your team needs access, contact support and we'll help you set them up correctly.

Patients

Q: How do I add a patient? From the Patients list, click the + Add button in the bottom right. Fill in the patient's information, choose a service package, and click Subscribe. See the Managing Patients guide for a full walkthrough.

Q: What is the Patient Identifier field for? This links the patient to your electronic health record (EHR) system. If you use Elation, enter the patient's MRN. If you use Cerbo, enter their Patient ID. This field is optional but helps with record matching.

Q: Can I edit a patient's information after adding them? Yes. From the Patients list, click the ... (three-dot menu) on the patient's row and select Edit.

Q: Why does the address matter? If you order genomic or microbiome testing, the sample collection kit is shipped to the address on file. Make sure it's accurate before ordering tests.

Data & File Uploads

Q: What file formats can I upload? Bioscope accepts PDF, CSV, Excel, and other clinical document formats for patient records. For the body image (anatomical rendering), only JPG and PNG image files are accepted.

Q: I uploaded a file but it still says "Processing." How long does it take? Processing time depends on the file size and complexity. Most files complete within a few minutes. If a file stays in "Processing" for more than 30 minutes, contact support.

Q: Where do I find uploaded files? Open the patient's profile → Data tab → Files. All uploaded documents are listed there with their status and upload date.

Q: What happens after a file is processed? Bioscope's AI analyzes the content and extracts relevant health data. This data populates the patient's Health Dimensions, Diagnoses, Medications, and other tabs automatically.

Billing & Pricing

Q: How much does Bioscope cost? Bioscope is priced per patient, per year, across three cumulative service packages: Essential $500 (all ages), Advanced $1,000 (18+), and Comprehensive $2,500 (18+). Each package includes everything in the one below it. See Managing Patients for what each contains.

Q: When am I charged? You're charged when you enroll a patient in a service package. You are not charged just for having an account or adding a payment method.

Q: What's included in the package price versus billed separately? Analysis comes with the package — the Synoptic Dashboard, the 15 health dimensions, the omics-tab views and AI chat interpretation are included at every level. Physical testing is billed per test, except Whole Genome Sequencing, which is free in Year 1 on Advanced and Comprehensive.

Q: Can a patient on Essential add genomic or microbiome testing? No. Bioscope-ordered omics require Advanced or above — it's a package upgrade rather than an à la carte add-on.

Q: I uploaded a third-party genomic report. Why don't the Omics tabs show anything? Third-party omics reports are available as context for AI chat interpretation, but they don't populate Omics › Genomics or Omics › Microbiomics. Those are driven by Bioscope-ordered testing.

Q: How do I update my payment method? Go to Billing from the sidebar and click to manage your payment method through the secure Stripe portal.

Q: How do I get an invoice or receipt? Go to Billing → View Invoices to access and download PDF invoices for your records.

The AI Assistant

Q: What can the AI assistant do? The AI can generate health summaries, surface potential next steps, suggest treatment options for review, create patient-friendly educational content, flag areas of concern, and generate longevity plans. It uses the patient's complete health profile as context.

Q: Is the AI giving medical advice? No. All AI-generated insights are intended to support clinical decision-making. They are not a substitute for professional medical judgment. Always use your clinical expertise when interpreting AI suggestions.

Q: What data does the AI use? The AI draws on everything available for that patient — uploaded files, lab results, genomic data, diagnoses, medications, procedures, and microbiome data.

Q: Can I ask the AI free-form questions? Yes. Open a patient's profile → Chat tab. You can type any question about the patient's health and the AI will respond using all available data.

Q: How should I handle questions about a patient's health data that I'm not sure about? Refer to the AI assistant. From the Ask Bioscope side panel (visible on most tabs) or the patient's Chat tab, ask your question directly — the AI will draw on all available data for that patient to provide context and suggestions for your review.

Q: Where do I find the AI quick-action buttons? On the right side of the Synoptic View (and most patient tabs), the Ask Bioscope panel has quick-action buttons including Explain, Suggest, Concerns, Cardiometabolic Report, Trial Matching, and more. They're scoped to whatever page you launched them from.

Q: What do "Quick", "Standard", and "Deep" modes do on the chat input? They adjust how thoroughly the AI reasons through your question. Use Quick for in-visit answers, Standard for everyday clinical questions, and Deep for thorough multi-step analysis (e.g., a complex differential or treatment plan review).

Q: Can my practice add custom AI prompts? Yes. Click the Chat icon in the left sidebar to open Chat Configurations, where you can manage reusable chat templates. Toggle Add to Chat Buttons on a template to surface it as a quick-action button for everyone in your practice.

Health Dimensions & Synoptic View

Q: Where do I find Health Dimensions? Health Dimensions live in the Health Dimensions dropdown in the patient profile tab bar (to the left of "Synoptic View"). Click the dropdown to open the list. Dimensions are grouped into WATCH (yellow ▲ — worth monitoring) and NORMAL (green ● — within acceptable ranges) so the most relevant dimensions surface at the top.

Q: What do the colored icons next to Health Dimensions mean? Each dimension has a color-coded icon reflecting the AI's assessment: Red (significant concern), Yellow (borderline — should be monitored), Green (acceptable ranges), or Blue (optimal). Scan the dropdown to see which dimensions need attention.

Q: What do I see when I click into a Health Dimension? Each dimension detail view shows a horizontal RYGB gradient bar with a pill indicator (showing the patient's overall health in that dimension), a Patient Self-Report card, cards for Medications, Supplements, and Problems specific to that dimension, inline Polygenic Risk Scores, and inline Genetic Findings.

Q: Where do I see the patient's diagnoses? Active diagnoses appear in the Summary and Suggestions panel at the top of the Synoptic View, alongside current medications and supplements. There's no longer a separate Diagnoses tab.

Q: How often is the Summary and Suggestions panel updated? The Summary and Suggestions narrative updates automatically when new data is uploaded and processed.

Troubleshooting

Q: The Synoptic View is showing a loading spinner and won't load. This can happen if the patient has a large amount of data being processed. Wait a minute and refresh. If it persists, try a different browser or clear your cache. If still stuck, contact support.

Q: I uploaded a file but the patient's data hasn't changed. Processing can take a few minutes. If data doesn't appear after 30 minutes, the file may not have contained extractable clinical data. Check the file format and try re-uploading.

Q: The platform is slow or unresponsive. Try refreshing the page or using a different browser (Chrome is recommended). If the issue persists, contact support with details about what you're experiencing.

Data Integrity

Q: The AI extracted something incorrectly from my uploaded file — a wrong diagnosis, medication, or lab value. How do I fix it? Go to the patient's Data tab → Corrections sub-tab. Use this to flag the specific data point that needs correction. The Bioscope team will review and update the record. You can also email support@bioscope.ai with the patient name, the incorrect data, and what the correct value should be.

Q: A Health Dimension score doesn't seem right based on the data I've uploaded. Health Dimension scores are generated by the AI based on all available data. If a score seems off, check that all relevant files have finished processing (status: Complete). If the data is all there and the score still looks wrong, submit a correction via the Corrections tab or contact support with details.

Q: Can I delete an uploaded file? Click the ... menu next to the file in the Data → Files list. If the file contained data that has already been extracted, contact support to have the associated records cleaned up.

Feature Requests & Feedback

Q: I have an idea for a feature or improvement. Where do I submit it? Email support@bioscope.ai with the subject line "Feature Request" and a description of what you'd like to see. Our product team reviews all submissions.

Q: I found a bug. How do I report it? Email support@bioscope.ai with a description of the issue, the steps you took when it happened, and a screenshot if possible. Include the patient name if it's related to a specific record.

Q: Is there a place to see what features are planned or recently released? Check with your Bioscope account representative or contact support to ask about upcoming features and recent updates.

Still have questions? Contact the Bioscope support team at support@bioscope.ai.

This information is for clinical decision support and does not replace clinical judgment.

Last updated: August 2026