FAQ
Answers to common questions.
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TRIAL & SIGNUP
How does the 30-day free trial work?
Email-only signup. We provision your facility within one business day with full Pilot-tier access. No credit card. After 30 days, we email you a Stripe link to continue. Don't reply and your facility is archived — no surprise charges.
Can I extend the trial?
Yes. Email us before day 30 and we approve most reasonable extensions (typical: an extra 14-30 days). We want you to succeed.
What do I need to start?
An email, your facility name, and which tier you want to evaluate. The signup form takes about 90 seconds.
When can I start using it?
Codes can be generated immediately after we provision your account. Most facilities have a session playing within 30-60 minutes of getting their dashboard.
PRIVACY & COMPLIANCE
Do you store PHI?
No. v1 is designed without PHI. Residents are anonymous via printed codes — no names, no DOB, no diagnoses, no room-level identification stored anywhere. Listening data rolls up to your facility, never to an individual.
Is U4EA HIPAA-compliant?
U4EA is HIPAA-out-of-scope by design — because we don't store PHI, the regulation doesn't apply. For customers who want a Business Associate Agreement anyway, that's an Enterprise add-on on the roadmap.
Where does the data live?
Google Cloud (Firebase), us-central1. We can sign DPAs and data-residency addendums for Enterprise customers.
Can I delete our data?
Yes. Suspending your facility deletes all redemption codes within 24h. Archiving the billing org wipes session telemetry on a 30-day delay.
SETUP & ADMIN
Do residents need to sign up for an account?
No. The code IS the credential. Scan QR → app installs → app unlocks. Zero account-creation friction. Zero password resets to manage.
Can multiple residents use the same device?
Yes. Codes can be configured as "reusable" — perfect for a shared tablet in a common room. Or lock a code to a specific device for private use. Toggle per code.
How do I add more staff admins?
From your dashboard → Team → Invite. They get a magic-link email. New admins can generate codes, run remote control, see audit log — same access as you.
What if a resident moves rooms or discharges?
Revoke their code in one click. The device signs out within 30 seconds. You can re-issue a new code instantly for the new room.
Can I label codes by room?
Yes. Each code gets a free-text label (avoid PHI — "East Wing 304" is fine, resident names are not). Labels print on the card for easy organization.
TECH & DEVICES
What devices work?
Today: iPhone, iPad, Android phone, Android tablet. Coming soon: any smart TV with a browser, Chromecast, Apple TV, Samsung Tizen, LG webOS, and a Mac+Windows desktop app.
Does it work offline?
Yes. Once a session is loaded on a device, it plays without network. The dashboard remote-control needs network, but local playback is uninterrupted.
How does scheduling work?
Pick a preset + a cron-style time + target devices. "Every weekday at 8 AM, all East Wing devices play Calm Forest for 30 min." Set and forget.
Can I cast from my phone to a TV?
Coming soon — same code-pairing pattern as YouTube on TV. Once we ship the TV apps, any Plus subscriber + facility admin can cast to a paired TV.
PRICING & BILLING
What's a "seat"?
One concurrent listening session. A 25-seat plan covers a 400-resident facility because most aren't listening at once.
What if I outgrow my tier?
We send a courtesy notice when you're hitting your cap. Upgrading takes effect immediately and we prorate.
Can I downgrade?
Yes, any time. Downgrades take effect at the next billing cycle.
Do you offer annual discounts?
Yes — Small + Medium tiers get ~15% off when billed annually. Enterprise is a custom contract.