Medtrics Lab Support
Need help with Medtrics? Start inside the app.
The fastest way to reach our support team is the chat bubble inside your Medtrics instance. It puts your question in front of the right people, with your institution and role already attached.
Get support from inside Medtrics
Every Medtrics instance includes a built-in support messenger. Use it for how-to questions, something that isn't working as expected, or a request for your Medtrics team.
Log in to your institution's Medtrics URL
Each institution has its own Medtrics address. Use the link your program gave you, or the one in your Medtrics email notifications.
Click the chat bubble in the bottom-right corner
The orange bubble is available on every page once you are logged in.
Choose Send us a message, or search the Help Center first
Describe what you were trying to do and what happened. You can attach a screenshot. We typically reply within a few hours during business hours, and replies are also sent to the email on your Medtrics account, so you don't have to stay logged in.
Hi John 👋
How can we help?
Start a conversation
Send a new message, pick up your most recent conversation, or search for a help article. The suggested articles update as you type.
Your conversation history
Every exchange with our team stays here, so you can reopen a thread, add details, or check on a reply from earlier in the week.
Getting Started Guides
The Getting Started Guides folder provides role-specific onboarding instructions to help new Medtrics users quickly become familiar with the platform. It includes tailored guides for learners (students, residents, and fellows) and educators (faculty, preceptors, deans, directors, coordinators, and administrators), covering essential tasks such as navigating the system, accessing schedules, managing evaluations, and understanding core responsibilities.
Calendars & Scheduling
The Calendars & Scheduling folder contains comprehensive guides for managing academic and clinical schedules in Medtrics. It includes resources on calendar setup, attendance tracking, pre-clinical and clinical scheduling, block and shift creation, elective applications, and event
Search the Help Center
Step-by-step guides organized by role and module: getting started for learners and educators, calendars and scheduling, evaluations, curriculum, and more.
Tip: Check the Help tab before you send a message. Most setup and "how do I" questions have an article with screenshots, and you'll have your answer immediately.
Having trouble logging in?
Your Medtrics account is created and managed by your institution, so the quickest fix for login problems is usually one step away from you, not from us.
If you can't get into Medtrics, contact the Program Administrator or Coordinator for your program, school, or department. They can confirm that your account exists, reactivate it, correct your role or email address, and resolve most single sign-on (SSO) issues with your institution's IT team. If something on the Medtrics side needs attention, they will escalate it to us on your behalf, and we'll already have the context we need.
Contact your Program Administrator for
- SSO errors when signing in through your institution's login page
- "Account not found" or a login that never finishes
- A new or reactivated account or access to another program
- Your role or permissions don't match what you need to do
- Your name or email address has changed
Things to try first
- Make sure you're using your institution's Medtrics URL, not a link from another school
- If your institution uses a Medtrics username and password, use the Forgot passwordlink on the login page
- If your institution uses SSO, sign in with your institutional credentials, not a separate Medtrics password
- Try a private browsing windowor a different browser to rule out a cached session
Not sure who your Program Administrator is? It's typically the coordinator or administrator who sent your Medtrics welcome email or manages your schedules and evaluations. If you can't identify anyone, email help@medtricslab.com with your institution and program and we'll point you to the right person.
Email our support team
If you can't use the in-app chat, or you prefer email, write to us directly. Email creates a ticket in the same support queue our chat uses, so you'll reach the same team either way.
Send from the email address associated with your Medtrics account when possible. It helps us find you faster.
What to include so we can help on the first reply
- Your institution and program (for example, the school and the residency or course)
- Your role in Medtrics: student, resident, faculty, coordinator, or administrator
- The page or module where the problem happened, and the link if you have it
- What you expected to happen, and what happened instead
- A screenshot of any error message, and roughly when it occurred
- Your browser and device if the issue looks like a display or loading problem
A note on privacy: Please don't include patient information or sensitive student records in your message. A description of the screen and the record ID is enough for us to investigate.
Which option should I use?
A quick guide to the fastest path for common situations.
| Situation | Best first step | Why |
|---|---|---|
| I want to learn how to do something in Medtrics | Help tab in the app | Searchable guides for every role and module, available instantly. |
| Something isn't working the way I expect | Chat bubble in the app | Our team sees your institution and role, so there's less back-and-forth. |
| I can't log in, or SSO is failing | Your Program Administrator | Accounts and SSO are managed by your institution; they can fix most issues same-day. |
| I don't have an account, or I'm reaching out on behalf of a colleague | help@medtricslab.com | Email doesn't require a login and reaches the same support team. |
| I'm a Program Administrator and need help with a configuration or data question | Chat bubble in the app | Start a thread so the full history stays attached to your account. |
For Program Administrators and Coordinators
You're the first line of support for learners and faculty at your institution, and we're here to back you up. Keep this page handy to share with your users, and use the in-app chat for anything you can't resolve yourself: configuration changes, evaluation and scheduling setup, reporting, data imports, and integration questions. When you escalate a login issue, include the user's name, email address, and the error they see, and let us know whether your institution authenticates through SSO.