Our support team is here to help you get the most out of Lyrebird. This article explains how to reach us, what to include in your message, and the important privacy rules you must follow when contacting support.
How to reach us
There are three ways to contact the Lyrebird support team.
Live chat
Click the blue chat icon in the bottom right corner of any Lyrebird page. Live chat is the fastest way to reach us and is the best option for urgent issues mid-clinic.
Send your query to [email protected]. We aim to respond to all emails the same business day.
Phone
Call us on +61 483 964 067. Phone support is available during business hours.
Support hours
Region | Hours | Days |
Australia | 8:00 am to 3:00 am AEST | Monday to Friday |
United Kingdom | 11:00 pm to 6:00 pm GMT | Monday to Friday |
Outside of these hours, you can still send a message via chat or email and our team will respond when support resumes.
What to include in your message
Including the right details upfront means we can resolve your issue without needing to ask follow-up questions. Please include the following every time you contact us.
Required for all support requests
A clear description of the issue — what happened, and what you expected to happen instead
The steps you took before the issue occurred — for example, "I pressed Stop on a consult and the note did not appear"
Your device and operating system — for example, Windows 11, MacBook Pro (macOS Ventura), iPad
Your browser and version — for example, Google Chrome 124, Safari 17
Whether you are using Remote Desktop (RDP) — yes or no
Whether the issue happens every time or only sometimes
For EMR integration issues (Bp Premier, Gentu, Genie, Nookal)
Which EMR you are using and which version
Whether the issue affects one user or multiple users at your practice
The last time the integration worked correctly
For generation or note quality issues
The approximate date and time of the affected consult : you can find this information by going to History → Past consult → find the date and time next to the patient name
Whether you can see the consult in your History page
A description of what the note contained (or did not contain) — without including any patient details
Screenshots and recordings
A screenshot of any error message on your screen is often the fastest way to help us diagnose an issue. Before sending any screenshot, follow the steps below to make sure it contains no patient information.
Critical: never share patient information with our support team
Do not include patient health information in any support message, screenshot, recording, or attachment. This is a strict requirement with no exceptions.
What counts as patient health information (PHI)
Patient health information includes any detail that could identify a patient or reveal information about their health. When contacting support, you must never share:
Patient names, initials, dates of birth, or ages
Medicare numbers, patient IDs, or record numbers
Addresses, phone numbers, or email addresses belonging to patients
Clinical notes, consult transcripts, or any generated text that contains patient details
Medical history, diagnoses, medications, or treatment plans
Any screenshot or screen recording that shows patient data, even partially visible in the background
Any audio recording of a consultation
Why this matters
Lyrebird is designed so that patient data never leaves your control. Our support platform (Intercom) is a general-purpose communication tool and is not covered by the same data handling agreements that govern Lyrebird's clinical infrastructure. Sending patient information through a support chat or email creates a compliance risk for your practice and a privacy risk for your patients.
Our support team does not need access to patient information to diagnose or resolve technical issues. We can always work from a description of what happened without seeing the actual patient data.
How to share a screenshot safely
If you need to send a screenshot to illustrate an issue, follow these steps before attaching it to your message.
Take the screenshot as normal
Open it in any image editor (on Windows: Paint or Snipping Tool. On Mac: Preview)
Use the blur, pixelate, or rectangle tool to cover any visible patient names, dates of birth, record numbers, or clinical content
Save the edited image
Review the image one more time before sending to confirm no patient information is visible
If you are unsure whether a screenshot is safe to send, do not send it. Describe the issue in text instead. We can work with a written description.
What to use instead of patient details
When describing an issue that involves a specific consult or patient record, use the following instead of real patient information.
Instead of sharing... | Say this instead |
The patient's name | "the patient" or a placeholder like "Patient A" |
The patient's date of birth | "an elderly patient" or simply omit it |
The consult date with patient name | "a consult on Tuesday 3 June at approximately 10am" |
The generated note text | Describe what was missing or incorrect — for example, "the plan section was empty" or "the medication name was wrong" |
A screenshot of the History page | A screenshot with all patient names covered, or a written description of what you can see |
Tips for faster support
Check the help centre first. Many common issues are answered in our troubleshooting articles. Search at help.lyrebirdhealth.com before reaching out.
Use live chat for urgent issues. If you are mid-clinic and need help immediately, live chat is the fastest channel.
One issue per message. If you have multiple unrelated problems, send a separate message for each. This helps our team route and resolve each issue independently.
Include your practice name if you are contacting us on behalf of a multi-clinician practice. This helps us locate your organisation account quickly.
Do not send the same message across multiple channels. Sending the same query via both chat and email creates duplicate tickets and can slow down the response.
What happens after you contact us
When you reach out via live chat or email, here is what to expect.
You will receive an automatic confirmation that your message has been received
A member of our support team will review your message and respond, usually within the same business day for email and within minutes for live chat during support hours
If we need more information, we will ask follow-up questions - we will never ask you for patient information
Once the issue is resolved, we will confirm the fix with you before closing the conversation
You may receive a short satisfaction survey after the conversation closes. Your feedback helps us improve.
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