Contact us
Email hello@askellis.care. Write from the email address on the account if you can, and tell us which phone it is about and what happened. In the app, Contact support in Settings starts an email to the same address.
In an emergency
Ellis is not for emergencies. It does not call for help and it does not watch for one. If someone is in danger or unwell, call 911. For a mental health or suicide crisis, call or text 988 to reach the 988 Suicide and Crisis Lifeline.
Ellis does not give medical advice. For a question about a medicine, a dose or a symptom, ask a pharmacist or a doctor.
Getting Ellis on the phone of the person you look after
At the end of setup, Ellis gives the Caregiver a link to send in a text or any other message. The link carries three words. It works once, and runs out 24 hours after it was made. The person it is for does not create an account or a password.
- On their iPhone, they get Ellis from the App Store. The message includes a link to it.
- They tap the sign-in link in the message. Ellis opens, and their phone is ready to use.
- If the link opens a web page instead, because Ellis was not installed yet, they tap the link again once Ellis is installed, or open Ellis and type the three words shown on that page.
If the link is lost, has run out or has been used: on the Caregiver’s home screen in Ellis, tap “Send the login link again”. That makes a new link with three new words for the Caregiver to send, and the old ones stop working.
If they already use Ellis and have a new phone: in the Caregiver’s Settings, tap “Remove Ellis from their phone”, then send a new link from the home screen.
What happens on a call
When a refill is asked for, by the person you look after or by the Caregiver, Ellis telephones their pharmacy. An AI voice agent speaks for Ellis and gives the pharmacy what it asks for, one fact at a time: the person’s name, date of birth, address and phone number, and the medicine and prescription number.
If the pharmacy says a new prescription is needed, Ellis calls the prescriber’s office to ask for one, and if the office agrees, calls the pharmacy again.
When a call ends with a result that matters, such as the refill being ready, the pharmacy needing the doctor, or nobody being reachable, the Caregiver gets a notification. A written summary of each call stays in the app for 90 days. No audio is recorded.
Ellis calls only about medicines the Caregiver has added, and only rings a doctor’s office to book or move an appointment when the Caregiver asks. Apart from that appointment, it never pays, orders, books or cancels anything. Collecting and paying for the prescription stays between the person and the pharmacy.
Turning notifications off
On the iPhone, open Settings, tap Notifications, tap Ellis, and turn off Allow Notifications. Turn it back on the same way. With notifications off, results still appear in the app.
Managing or cancelling the subscription
The subscription is billed and managed by Apple. On the iPhone that bought it, open Settings, tap your name, tap Subscriptions, then tap Ellis. In Ellis, open Settings and tap Manage subscription to reach the same page.
Cancel at least 24 hours before the end of the current period and it will not renew. Ellis keeps working until the period you have paid for ends.
Refunds are handled by Apple. You can ask Apple for one at reportaproblem.apple.com.
Deleting your Ellis account does not cancel the subscription. Cancel it with Apple as well.
Restoring a purchase
If you reinstall Ellis or move to a new iPhone, check that the phone is signed in to the Apple ID that bought the subscription. Then open Ellis, go to Settings, and tap Restore purchases. The screen where you choose a plan has a Restore link too. Restoring does not charge you again.
Deleting an account
The Caregiver and the person they look after can each delete from Settings in the app: tap the gear at the top of the home screen, tap Delete account, and confirm twice. What is deleted depends on whose phone it is, and Delete your account has the steps and exactly what is removed.
If you cannot use the app, email hello@askellis.care from the email address on the account and ask us to delete it.
Your information
What Ellis collects, who receives it and how long it is kept is in our Privacy Policy. The rules for using Ellis, including the subscription, are in our Terms & Conditions.