Getting Help
If something isn't working, or you have a question this guide doesn't cover, there are three ways to reach support — in order of how fast you'll usually get an answer.
1. The In-App Support Button
The fastest path. Look for the Support icon in the lower-right corner of any Dr. Olivia screen. Click it to open a short form — describe what happened and submit. Your session ID and current page are attached automatically so support knows exactly where to look.
2. Email
Email support@tiberhealth.com directly when:
- You can't sign in (so you can't reach the support icon).
- You'd like to attach screenshots, screen recordings, or files.
- The issue spans multiple sessions and you want to forward earlier email summaries.
What to include:
- Your PHSU email and Canvas user name.
- Approximate date / time the issue happened (so support can find the session in the audit log).
- Which mode you were in: video avatar, audio avatar, or text chatbot.
- What you expected vs. what actually happened.
- The browser and device you were using (e.g. Chrome on macOS, Safari on iPad).
3. Support Website
Browse the knowledge base and open a ticket at support.tiberhealth.com. Use this for:
- Searching past articles for known issues.
- Tracking the status of a ticket you've already submitted.
- Feature requests and product feedback.
What to Expect
| Channel | Typical first response | Best for |
|---|---|---|
| In-app Support icon | Same business day | Anything that breaks mid-session |
Email support@tiberhealth.com |
Same business day | Login issues, attachments, follow-ups |
| Support website | Knowledge base = instant; tickets = next business day | Self-service, status tracking, feature requests |
For Course-Specific Questions
If your question is about course content (a graded assignment, an ambiguous lecture point, an exam dispute), reach out to your course coordinator or instructor instead. Tiber Health support can help with the tutor itself, but cannot answer for the faculty.
Reporting a Bug
Found something wrong? The most useful bug reports include:
- What you did — the exact prompt or button click.
- What you expected.
- What happened instead.
- How often it happens (every time? once? intermittent?).
- A screenshot if possible.
Reporting Inappropriate Content
Dr. Olivia is a careful tutor, but if she ever produces something that feels wrong — medically inaccurate to the point of being harmful, biased, offensive, or otherwise inappropriate — please report it via the in-app Support icon or email. Include the session date/time so the team can pull the transcript and review.