Frequently asked questions

Arvi works best in an up-to-date version of Chrome, Edge or Safari on a desktop or laptop computer. For recording and dictation, we recommend Chrome, as it has the most reliable microphone support. Arvi also works on tablets and phones through your mobile browser.

You can use Arvi in the web browser on your phone or tablet - just open it and sign in. There's no app to download yet. For recording consultations, a computer gives the best experience.

Arvi stores your data on secure cloud infrastructure hosted in Australia. Access to patient information is restricted to authorised users within your organisation.

No. Arvi is a tool to help you save time on documentation - it does not provide medical advice or make clinical decisions. AI-generated letters and summaries should always be reviewed and approved by a qualified clinician before being sent or acted on.

Arvi logs you out after 60 minutes of inactivity. A warning appears 2 minutes before - click Stay Logged In to stay in. The timer pauses while you're recording.

Check your spam folder. For a sign-in code, click Resend on the code screen. For the confirmation email, the link lasts 24 hours - if it has expired, sign up again. Still nothing? Confirm your email is correct with your Admin, or contact Arvi Support.

Arvi sends sign-in codes to your email, so you don't need your phone - sign in from any device where you can open your email. Can't get into your email? Contact Arvi Support to verify your identity and regain access.

Yes - use Switch Organisation in your profile menu to move between clinics with the same email.

Yes. Open Merge Duplicate Patients, select the primary patient to keep, then click Merge Patients. The other records are merged into it. Check carefully before you merge.

Do not publish yet: the Merge Duplicate Patients screen can't be opened today (its buttons are switched off). Also, merging is refused if a duplicate record has transcriptions, and the duplicates are deleted. Ask the team before publishing.

Arvi found a patient with matching details while you were adding a new one. Open the existing record instead of creating a duplicate, or carry on if it really is a different patient.

Required: First Name, Last Name, DOB (DD/MM/YYYY), Gender (Male, Female or Other) and Appointment Date (DD/MM/YYYY). Optional: Phone, Email, Address, Medicare No. and Doctor Names.

No. Deleting a patient permanently removes their record, recordings and letters. Double-check before you confirm.

Keep recording - your audio is saved on your device and sent when you're back online. You'll see an Offline badge with a timer. If you're offline for more than 5 minutes, stop and download the recording, then upload it with Upload Record when you're back online.

Click Retry Processing under the audio player. If it still fails, click Download My Recording to keep a copy safe, then contact Arvi Support.

You can upload MP3, WAV, M4A, DS2 or WEBM files up to 500 MB.

Arvi labels the voices it hears: usually the first speaker is Doctor and other speakers are Patient. Extra voices are shown as Guest 1, Guest 2 and so on. Labels are a best guess - check them when you review the transcript.

Yes. You are responsible for getting the patient's consent before recording, in line with your practice's policies and the law. Arvi does not ask for consent on your behalf.

Global Dictate is for quick notes: hold the ` key (top-left, next to 1) on any page, speak, and let go. Choose the patient under Who is this for? and a Dictation letter is created without leaving your page. Quick Record is for full consultations: you choose the letter type, record the whole conversation, and get a draft letter of that type.

No. Once a letter is sent it can't be recalled. If you need to send it to more people, use Re-Send.

The letter reached some recipients but not others. Check the addresses listed under Failed to deliver to:, correct them if needed, and send again to those recipients with Re-Send.

Letters show a DRAFT mark until they are approved. Click Approve and the mark is removed from the letter and its PDF.

No, it isn't always correct - always check it. Every letter is a draft generated by AI and must be reviewed by a clinician before it is approved or sent.

If your organisation turns on Auto-Archive Letters, approved and sent letters older than the chosen period (3 months, 6 months, 1 year or custom) are archived automatically. To find them, open the patient's page and use the Archived filter under Recent Letters.

The letter has tasks listed in the Notes from Dr … section. Tick every task, and the Send button becomes available.

Templates control how a finished letter looks - your letterhead, logo and layout - and are shared across your organisation. Letter Format controls how the AI writes your letters: tone, structure, length, and your opening and closing lines.

Letter Format is not shown to the Admin role. It is available to Super Admins, Doctors and Nurses.

Use an image file (such as PNG or JPEG) under 2 MB. A clear image with a plain or transparent background gives the best result.

Yes. Recorded meetings use transcription tokens based on the length of the recording, the same as consultations. Creating the meeting minutes doesn't use extra tokens.

Ask them to check their spam folder. Invitations expire after 24 hours - go to the team page and click Resend next to their name to send a new one.

They stay in your organisation and nothing is deleted. The member can no longer log in or see any data. You can bring them back at any time with Reactivate.

Actions marked with a warning icon are sensitive - they can affect billing, patient data or your team, such as Send Letter, Delete Transcription, Change Plan or Remove Member. Only give these to people you trust with them.

You can still view your existing transcriptions, letters and patients, export your data and download your audio. Recording and creating new letters are paused until you click Buy More Tokens or your tokens reset.

Recording is paused straight away. Contact Arvi Support to update your payment details and restore access.

Recording stops, but your data stays available to view for 30 days. Click Subscribe Now to choose a plan and keep using Arvi.

No. Your plan's tokens reset at the start of each billing period.

No. Tokens you buy never expire and stay available until fully used.

Your plan stays active until the end of your billing period, and you can reactivate any time before then. After that, your patients, recordings and letters stay available to view for 30 days. Resubscribe to access them again.

No refunds are given for the remaining time on your current plan when you change or cancel it.

Super Admins and Admins can see and change billing. Doctors and Nurses can view the current plan and their own usage, and buy token packs and seats. Your organisation can change these permissions.

We typically respond within 24 hours on business days. Our support hours are Monday to Friday, 9:00 AM – 6:00 PM, and Saturday, 10:00 AM – 2:00 PM.

Refresh the page: press F5 or Ctrl+R (on a Mac, Cmd+R). If it still looks wrong, sign out and sign in again.

Your role doesn't allow that action. Permissions are set by your organisation - ask your Admin if you need access.

Recording and creating letters are blocked when your tokens have run out, a payment has failed, or your trial or subscription has ended. Follow the message on screen to buy tokens, update your payment or subscribe.

Ask ARVI answers questions from the Help Center - it doesn't need patient information. To protect privacy, questions containing patient or personal details are blocked. Ask your question in general terms instead.