Support
CommonHealth for iPhone
Email b2gaudio@gmail.com and we will get back to you. Please do not send photos of your denial letter, your medical records, or your insurance card — we do not want your health information, and email is not a safe place for it. Describe what happened instead.
Before you file: the three things that matter most
- Your deadline. Missing it is the most common reason an appeal fails. The date on your denial letter governs. If CommonHealth marks a deadline as "estimated", it means the letter did not state one plainly — check and correct it.
- The flags. If the App marks something under "Before you file", an automated check could not support that statement from your records. Fix it or remove it.
- The prescriber's supporting statement. For a medication denial this is usually the single most persuasive attachment. Ask your prescriber for it.
Setup takes a large download — why?
CommonHealth does all its reading and writing on your phone, so your documents never leave it. That means the AI models have to be on your phone: about 5 GB, downloaded once, over Wi-Fi. You can leave the app while it downloads. If it seems stuck at 0%, you are probably on cellular — connect to Wi-Fi.
Common questions
It says my phone may not have enough memory. The models need roughly 3 GB of working memory to write a letter. On a device with less, the app may close while generating. It will still let you try, but a newer phone will work better.
Writing the letter is taking minutes. That is normal — the work is happening on your phone, not on a server. Keep the app open. A full appeal usually takes one to three minutes.
It could not read my photos. Retake them in good light, with the page flat and the whole page in frame. Glare and shadows are the usual culprits. You can also type the details in yourself.
The app closed while writing. Your letter is saved. Reopen the app and you will see an offer to pick it back up.
It got a detail wrong. Every field on the "Is this right?" screen is editable, and you can edit the finished letter before sending. Please tell us what it misread — that is the most useful bug report we can get.
Can it send the appeal for me? No, and that is deliberate. You review and send it yourself, by mail, fax, or your plan's member portal.
How do I delete my information? Delete an individual appeal from its screen, or delete the app to remove everything. We never had a copy.
Reporting a problem
The most helpful report includes what you were doing, what you expected, and what happened instead. If the app has a Diagnostics screen enabled in your build, you can copy the technical log — it redacts your health details, but please read it before sending.
Contact
CommonHealth is early software built for patients in Louisville and southern Indiana. If it helped you, or if it let you down, we would genuinely like to know.