Contact Rounds
Email is the monitored support channel. Choose a subject below so your message reaches the right queue. We aim to respond within two business days; complex privacy or account investigations may take longer.
Do not send passwords, verification or reset codes, Apple/Google tokens, institutional credentials, private keys, full article PDFs, or information that could identify a patient.
1. Account and sign-in help
Email code did not arrive
Check spam and confirm the address. Wait at least one minute before requesting another code. Codes are short-lived and single-use.
Password reset
Use “Forgot password” from email sign-in. A successful reset ends all older Rounds sessions.
Apple or Google sign-in
Use the same provider and account previously linked to Rounds. If the wrong account opens, cancel and choose the correct provider account.
Delete your account
Open Profile → Delete account, type DELETE, and reauthenticate. The process is completed in the app; support is not required.
For security, support will not ask for your password or verification code and cannot accept those credentials by email.
2. Institutional library connection
Rounds opens your institution’s own sign-in page in a secure in-app browser. Your library password is entered into the institution’s page, not sent to the Rounds social database.
- Confirm the institution shown in your profile is correct.
- Reconnect from onboarding or Profile if the institutional session expired.
- Complete any institution-specific multi-factor authentication.
- If a publisher still denies access, confirm your institution subscribes to that publication.
Institutional access is controlled by the institution and publisher. Rounds cannot create access where a subscription or proxy configuration does not permit it.
3. Article search, full text, and PDFs
Search did not find the intended paper
Try the DOI first, then the exact article title. For a ScienceDirect link that cannot resolve, search by title unless the server’s Elsevier integration is available.
A paper opens at the publisher
This is expected when the publisher or institution requires a live session. Sign in through the page if prompted.
Saving a PDF
Use the reader’s download action and choose a location in Files. Rounds keeps only a bookmark to the file you selected. Deleting a saved row or Rounds account never deletes that file.
Retractions and corrections
Rounds can surface notices from available metadata sources, but no automated system is complete. Check the journal and original record before relying on a paper.
4. Reporting a paper
If a paper opens the wrong article, will not open, or takes too long, use the flag control in the reader and choose the reason that fits. Rounds sends the article’s DOI and title, that reason, and a diagnostic reference — there is no free-text box, so your search terms are never sent.
We aim to review reports within two business days. Rounds is not continuously monitored and is not an emergency service.
Rounds has no comments, replies, or member-to-member messaging, so there is nothing to block. A report is always about a paper, never about a person.
5. Privacy and data requests
You can edit profile information and permanently delete your account in the app. For access, correction, or other privacy questions, email hello@getrounds.ca with “Privacy” in the subject line.
We may need to verify that the request comes from the account holder. Read the Privacy Policy for the data Rounds keeps on its servers and the data that remains only on your device.
6. What to include in a support request
- a short description of what you expected and what happened;
- the screen or feature involved;
- your institution’s name, if the issue concerns access;
- the DOI or public article URL, if the issue concerns resolution;
- the approximate date and time; and
- an error message with secrets and personal information removed.
You may attach a screenshot only after removing names, email addresses, tokens, institutional credentials, patient information, and private notes.
7. What Rounds Support cannot do
- provide medical advice, interpret evidence for a specific patient, or respond to emergencies;
- recover or delete PDFs stored in your personal Files storage;
- reset an institutional password or override publisher access;
- accept confidential patient information; or
- guarantee that every publisher, DOI, abstract, or notice source is continuously available.
For immediate danger or urgent clinical needs, use the appropriate emergency, institutional, or clinical channel.