Support

Help & frequently asked questions about the Ernst app

Frequently asked questions

• The app does not open an e-mail – what do I do?

  Make sure a mail app is set up on your iPhone (e.g. Apple Mail). The request is saved anyway and can be sent again later.

• How do I change the email app on Android?

  The GMX app on Android can remove line breaks when opening prepared emails. Ernst adjusts GMX drafts to keep the lines separate. To do this, Ernst needs to know which email app you use.

  When GMX is available on Android, Ernst remembers the email app you choose for your first draft. On the home screen, tap “More” → “Reset email settings” to choose again. The option appears only when a choice is saved. Without GMX, Android’s normal app selection applies.

• Where is my data stored?

  Exclusively locally on your device. Ernst has no servers, and your profiles, doctors, medications and requests never leave the device. There is only one exception with the photo scan: for this, the photo is processed online in order to recognise the packs.

• What happens to the photo during the medication scan?

  The photo is reduced in size, stripped of metadata (device, time, GPS) and processed online only to read the visible packs. It is not saved in your photo library and deleted from the device immediately after reading. Who receives the photo and how long it is stored is set out in the privacy policy.

• Can I transfer data to a new device?

  Not directly at the moment. If you create an iPhone backup (iCloud or iTunes) and restore it on the new device, the app data is included in the backup.

• How do I add a new medication?

  In the request form, tap “Add manually” below the medication list, enter the name and confirm with “OK” or the enter key. The medication is added to the person’s list directly.

• Can I repeat a request?

  Yes. On the home screen tap "Old requests", select a request and tap "Request again".

• How do I change a doctor's name or e-mail?

  On the home screen, open “More” → “Doctors”, tap the three dots next to the doctor and choose “Edit”.

• What should I write in a repeat prescription request?

  See the checklist and copyable email template.

• How do I request a repeat prescription for someone else?

  Read the guide for requesting on behalf of a parent or relative.