Technical Help and Account Support

Getting started

1. Create an account or log in so progress, scores, profile settings, and subscription status can be saved.
2. Open Training from the dashboard or sidebar.
3. Choose an unlocked category and select a case.
4. Review the doorway information and start the interview.
5. Ask focused questions, then end the encounter when ready.
6. Complete the structured physician note.
7. Submit the note and review the score report.

Account and login help

• Use the same email address consistently for login, checkout, and support.
• If you cannot access saved progress, confirm that you are logged into the expected account.
• If a page looks stuck, refresh once and check whether you are still authenticated.
• If login fails repeatedly, try a private browser window or a different browser to rule out stale local session data.
• Do not share passwords or authentication links with support.

Case access and locked categories

Free accounts include access to free categories. Pro unlocks the full case library. If a case appears locked, the most common explanation is that the account is on the free plan or the checkout email has not been linked to the logged-in account.

• Open Pricing or Upgrade to confirm plan options.
• After checkout, use the same email to claim or access Pro.
• Refresh the dashboard after a successful checkout or account change.
• If Pro still does not appear, contact support with the checkout email and your USCEAI account email.

Case generation and interview issues

• If a case fails to generate, refresh and try the category again.
• If the patient response seems delayed, wait a few seconds before resubmitting.
• Ask one question at a time for cleaner simulated patient responses.
• If the browser tab was inactive for a long time, restart the case to avoid stale state.
• If you accidentally leave an active case, unsaved note progress may not be recoverable.

Scores, history, and leaderboard

A score is created after you submit the physician note. The feedback compares your learner note with the case reference note and generated rubric items. Logged-in users can save progress and completed case history.

• If a score is missing, confirm that the note was submitted and the feedback screen loaded.
• If history is missing, confirm that you were logged in at the time of submission.
• Leaderboard and public profile visibility can be controlled from profile settings where available.
• The score is educational feedback, not a certification, licensing score, or clinical competency determination.

Billing support

• Subscription charges are eligible for refund review when requested within 7 days of the charge date.
• Canceling a subscription stops future renewals but does not automatically refund past charges.
• For subscription or checkout issues, include the checkout email and approximate checkout time.
• Never send full payment card numbers by email.
• Billing management may redirect to a secure payment portal.
• If access does not update after checkout, refresh first, then contact support if the issue persists.
• If you used different emails for checkout and login, tell support both emails.

Privacy and safe use

• USCEAI is for educational simulation only and is not medical advice.
• Do not enter real patient information, protected health information, government identifiers, payment card numbers, or confidential third-party data.
• Do not use USCEAI for emergencies, diagnosis, treatment, triage, or real clinical decisions.
• If sensitive information was submitted by mistake, contact support promptly.

Contacting support

Email support@usceai.com for account, billing, technical, privacy, or safety questions. Include enough information for support to reproduce the issue.

• The email address on your USCEAI account.
• The page URL or case title where the problem happened.
• A short description of what you expected and what happened instead.
• A screenshot if the problem is visual.
• Your browser, device, and approximate time of the issue.
• For billing issues, include the checkout email and plan, but never full card numbers.