Contact support
We answer within one business day, Monday to Friday, Central Time.
Using the app
For EMS crews, nurses, athletic trainers, safety staff, and other responders.
How do I get an account?
Your organization’s administrator creates responder accounts. You’ll get an email with a temporary password. If you think you should have access, ask your administrator.
I forgot my password.
Ask your organization’s administrator to reset it, or email us from the address on your account and we’ll help.
Why do I have to sign in every time I open the app?
It’s deliberate. The app never keeps health information or sign-in credentials on your phone, so a lost or shared phone gives nobody access.
The scanner shows a black screen.
The app needs camera access. On iPhone, open Settings, then Minutes Matter, and turn on Camera. On Android, open Settings, then Apps, then Minutes Matter, then Permissions, and allow Camera.
A scan says the person wasn’t found.
The person may not be enrolled yet, or their credential may be out of date. Let your organization know so they can update it.
Can I identify someone by face?
Only if that person’s organization has turned face identification on and the person has enrolled and consented in writing. Everyone else is identified by their QR credential.
Which phones are supported?
iPhone with iOS 17 or later, and Android phones with Android 11 or later.
Is a record I viewed saved on my phone?
No. Records are shown and then discarded. Recently scanned names clear after an hour and whenever you sign out.
If your record is in Minutes Matter
For students, employees, and others whose organization has enrolled them.
How do I see or update my record?
Sign in to the personal portal with the account your organization gave you. You can update your contacts, medications, allergies, conditions, and emergency contacts.
Who can see my information?
Responders who scan your credential, and you. Your organization’s administrators see your name and enrollment status, not your medical details. Our privacy policy has the full list.
How do I remove my face data?
In the personal portal, choose Remove Biometrics. It is deleted immediately.
How do I delete my record?
Follow the steps on our data deletion page.
Organizations and security
We’d like to try Minutes Matter.
We run no-cost pilots at a single site. Request a demo and we’ll show you a live scan in five minutes.
How do I report a security concern?
Email sales@minutesmatterapp.com with “Security” in the subject. We treat these as urgent.