KB-001Accounts & accessHow-to

Getting started with the Curaeon support portal

Everything your clinic needs from Curaeon support lives at support.curaeon.com.au — here's the five-minute tour.

Signing in

Your practice's Customer Admin (usually the practice manager) creates your account; you'll receive an invitation email. If your practice uses single sign-on, you'll use your normal work login.

What you'll find

Your tickets — everything your clinic has raised, with live status and response-time commitments shown against each. Reply directly on a ticket; email replies to ticket notifications land in the same place.
Your equipment — your clinic's appliances with live health status, current software version and warranty/plan details.
Planned maintenance — anything scheduled that affects your clinic specifically, not a generic notice board.
Request something — the catalogue: new users, training, reports, integration changes and more, each with the approval and timing shown up front.
Search — start typing your problem before raising a ticket; the answer is often already written, and it's faster than any response time we could promise.

Raising a good ticket

Pick the closest category (it routes you to the right team first time), say what you expected and what happened instead, and — genuinely — leave patient details out. We never need them, and the form will warn you if something looks like a Medicare number.

Installing it as an app

On your phone or tablet, the portal installs like an app: Share → Add to Home Screen (iPhone/iPad) or the install prompt in the address bar (Android/desktop Chrome). You'll get push notifications for ticket updates if you opt in.

One number to remember

If your clinic cannot see patients because of a Curaeon issue: don't type — call 1300 XXX XXX, option 1, answered around the clock.