Clarity builds trust
Clarity builds trust
Explore FAQs about privacy, pricing, features, and how
Maatra helps families stay calm and connected.
Explore FAQs about privacy, pricing, features, and how Maatra helps families stay calm
and connected.
Frequently asked questions
Getting Started
Getting Started
How do I sign up for Maatra?
You can sign up using your mobile number or email ID. You'll receive a 6-digit OTP to verify your identity. Once verified, we automatically create your family and make you the Family Owner, unless you already have an invite waiting.
Why do I need to confirm I am 18+?
Because the Family Owner makes decisions on behalf of others, including children and elderly parents. Indian law requires only adults to give consent for creating and managing health accounts.
What is a Family Owner vs. a Family Member?
Family Owner (FO): The person who sets up the family, adds members, manages permissions, and can see everyone's records.
Family Member (FM): Part of the family structure. They can:
• see and manage their own data
• see another person's data only if the FO grants access
Can I join more than one family?
No. For now in Maatra, you can belong to one family at a time — this keeps things simple and avoids confusion for a health app.
What if I already have an account and try to sign up again?
If you use a different sign-in method, Maatra will allow it and treat you as a different user.
Setting Up My Family
Setting Up My Family
How do I add family members?
Go to Settings → Family → Add Member. Add their name, relationship, month/year of birth, and gender. If it's an adult, you can also add their email or mobile number so they can join the app.
Can I add children or elderly parents who don't use smartphones?
Yes. You can add them as unregistered members and manage all their records yourself. You only need a name, relationship, and month/year of birth.
Do I need to add my family's phone numbers or email IDs?
Only for adults, and only if you want them to join the app. For children, elderly parents, or pets, contact information is optional.
What happens when I invite someone—how long do invites last?
Invites are sent via SMS or email. They stay valid for 7 days. You can resend an invite anytime.
Can I add pets?
Yes. Pets have their own flow — you add species, breed, and basic info. Pets don't get invites and don't have logins.
How does view-only access between members work?
The Family Owner can allow a registered member to access another member's records. Children and pets cannot be given access.
I joined a family by accident—how do I leave it?
Go to Settings → Family → Leave Family. You'll automatically become the Family Owner of your own private family. Your data stays with you, and the original FO is notified.
Someone was added to my family by mistake—how do I remove them?
If they're unregistered, you can delete them immediately. If they're registered, removing them makes them the Family Owner of a new private family. Their data stays with them.
What happens if the Family Owner wants to delete their account?
If the family only has unregistered users, deleting the FO account deletes the entire family. If the family has even a single registered user, the FO must first nominate another registered adult in the family to take over before they delete their account.
Uploading Documents
Uploading Documents
How do I upload documents?
You can upload documents in five ways:
• Camera: Take a photo of the document
• Gallery: Select existing photos
• Files: Upload PDFs or images
• Email: Forward documents to documents@maatra.health through the app or from your email inbox. For this to work, you should have either registered with that email account, or added it to your Contact information in Basic Profile.
• WhatsApp: Forward documents to +91.98705.97100 through the app or from WhatsApp. For this to work, you should have either registered with that mobile number, or added it to your Contact information in Basic Profile.
Once uploaded, Maatra treats all documents the same way.
What types of files can I upload?
Supported formats: PDF, JPG, JPEG, PNG.
Is there a file size limit?
Yes. You can upload files up to 10 MB each. If a file exceeds the limit, the app will warn you and block it.
Is there a limit on the size or number of pages when uploading documents?
Yes, there's a 10MB limit per file. There is no limit on the number of pages inside a PDF — multi-page PDFs work normally. You can upload as many documents as you like.
Can I upload multiple documents at once?
Yes, up to 20 files in a single upload session. You can't mix sources — e.g., camera + gallery in the same session.
What's the difference between taking a photo, selecting from gallery, and picking files?
• Camera: Best for physical papers; auto-enhances and detects edges
• Gallery: Best for photos already saved
• Files: Best for downloaded PDFs or hospital email attachments
All methods produce the same end result.
My document has multiple pages. Does Maatra handle it correctly?
Yes.
Maatra fully supports multi-page PDFs and treats them as a single document. OCR runs across all pages.
If you upload multiple photos of the same document, they will appear as separate documents, so it's better to combine them into a PDF before uploading if possible.
Does Maatra understand handwritten prescriptions?
Often, yes — but with limits. Doctors' handwriting is famously difficult, and machine interpretation is imperfect. Here's how Maatra handles it:
• We extract what we can (doctor's name, date, clinic, common medicines)
• If handwriting is readable, we'll pick up medication names
• If handwriting is unclear, the document will still be stored safely
• You can always correct or manually add notes if needed
OCR quality improves with clearer photos (flat surface, good light, no shadows).
Why is the document taking time to process?
OCR can take 20–60 seconds depending on document quality, number of pages, and network. You don't need to wait — you can continue using the app while OCR finishes.
What happens if OCR cannot read my document?
Maatra still stores it safely. If classification fails, the document goes to your Uncategorized section so you can manually fix it later.
The document I uploaded has a different name in Maatra than when I uploaded it. Why?
Maatra automatically generates a clean, meaningful title for your document so you can find it easily later. Most files come with names like IMG_2047.jpg, scan.pdf, or download(3).pdf — these aren't easy to remember or find.
So when you upload a document, Maatra looks for:
• Doctor or clinic name
• Test or report type
• Date
• Keywords in the file
• Lab or hospital name
If we find good information, we create a clearer title such as: "Prescription · Dr. Mehta · Jan 2025" or "Blood Test Report · Thyroid · Jun 2024"
If we can't find anything meaningful, we fall back to: "Document from {upload date}"
This only changes how you see the file in Maatra. The original filename is not written over.
What if I accidentally uploaded the wrong document?
You can delete it immediately: Documents → Open the document → More (…) → Delete
• Family Owners can delete any document in the family
• Family Members can delete only their own documents, or for profiles they have access to
Deleting a document removes it permanently from Maatra.
Can I delete a document?
Yes. Family Owners can delete any document. Family Members can delete only their own documents. System-generated documents (Emergency Cards, Health Summaries) cannot be deleted.
WhatsApp & Email Upload
WhatsApp & Email Upload
How do I upload documents via WhatsApp?
Link your WhatsApp number in Settings → Notifications. After linking, anything you send to the Maatra WhatsApp number (PDFs, images) will be processed and added to your documents automatically.
What’s the WhatsApp number and email ID I should send my documents to?
Maatra’s WhatsApp number is +91.9870597100 and our email is documents@maatra.health/.
Why is Maatra asking me to link my WhatsApp number?
For security. Maatra only accepts documents from numbers registered to your account. If your number isn't linked, we reject the upload.
Can anyone send documents to Maatra through WhatsApp?
No. Only registered users with linked numbers can upload. Unknown numbers get a message saying the system doesn't recognize them.
Can I chat with Maatra on WhatsApp?
Not in beta. WhatsApp is only for sending documents (and receiving optional reminders). It cannot answer questions or explain documents.
Can I reply to WhatsApp messages on Maatra?
No. Replies aren't processed. WhatsApp messages are one-way notifications.
How do I upload documents via email?
Send documents to documents@maatra.health Only attachments are processed. Email body is ignored.
Why was my email upload rejected?
Possible reasons:
• You sent it from an unregistered email ID
• The file type wasn't supported
• The attachment was >10MB
• You tried to upload someone else's document without access permissions
You'll receive an error email if the upload fails.
Organizing & Finding Documents
Organizing & Finding Documents
How does Maatra automatically categorize my documents?
We use OCR and medical pattern recognition to detect:
• Prescriptions
• Lab reports
• Procedures
• Bills
• Insurance
• Vaccination certificates
If the system isn't confident, the document goes into Uncategorized.
How are document titles generated?
We look for:
• Doctor names
• Hospital/lab names
• Test types
• Dates
• Keywords in the filename
If nothing meaningful is found, we fall back to: "Document from {upload date}"
How do I search for documents?
Use the search bar in the Documents tab. You can search by:
• Doctor name
• Test name
• Symptom
• Keywords
• Dates
• Comments
Search is always scoped to the active profile.
Can I add comments or tags to documents?
Yes. You can add Comments (up to 250 chars)
What do Favorites and Offline documents mean?
Favorites: Quick access to important files. Offline: Saved to your device so you can view them without internet.
If I mark a document as "Offline," is it available on all my devices?
No. Offline documents are saved only on the device where you marked them offline. This keeps your device storage in your control. On any other device, the document remains available online whenever you have internet.
Why do some documents show as "Private"?
Documents marked "Private" are visible only to you, even if you're the Family Owner. Useful for sensitive information.
Why can't I see another member's documents?
Family Members can see:
• Their own documents
• Anyone's documents only if the FO grants access
Family Owners can see everything (except private documents).
Can I share documents from Maatra?
Yes. You can share via:
• WhatsApp
• Email
• Other apps
Health Story & Health Summary
Health Story & Health Summary
What is "Health Story"?
A visual timeline of your medical history—documents + Health Memories—grouped by year. It helps you see your health journey at a glance.
Why do some years show up and others don't?
Only years with data appear. If your oldest document is from 2006, the timeline starts there.
How do I add a Health Memory?
Go to: Documents → Health Memories → Add Memory Enter:
• Year (required)
• Symptom (required)
• Treatment (optional)
• Result (optional)
Can I edit or delete a Health Memory?
Yes. Anyone with access to that profile can edit or delete it.
When do I unlock the Health Summary PDF?
After uploading 5+ documents, including at least 3 prescriptions
What goes inside the Health Summary?
A structured summary of:
• Medical history
• Current medications
• Conditions
• Allergies
• Vaccination status
• Recent prescriptions and tests
• Key events from Health Memories
It's meant for doctor visits and emergency care.
Emergency Card
Emergency Card
What is the Emergency Card?
A one-page summary for emergencies containing your critical information.
What information does it contain?
Name
• Age
• Blood group
• Allergies
• Long-term conditions (if provided)
• Current medications (if provided)
• Surgeries/Procedures (if provided)
• Emergency contacts (if provided)
• For children, Birth related complications (if provided)
How do I generate it?
Complete your profile fields. Once ready, a Generate Emergency Card button will appear.
Can I save it offline?
Yes. It is saved offline by default.
Can I share it with doctors or family members?
Yes. You can share the PDF through any app.
Reminders
Reminders
What kinds of reminders can I create?
• Medication
• Doctor visit
• Lab test
• Health check-up
• Therapy sessions
• Insurance renewal
• Vaccinations
How do medication reminders work?
You choose:
• Medicine name
• Frequency
• Daily timing
• Start date
• End date (optional)
Maatra schedules notifications automatically.
Why do I need to select frequency and dose times?
So the reminders fire exactly as needed. Medication timing is patient-specific and cannot be guessed.
Can I set reminders for other family members?
Family Owners can. Family Members can only set reminders for themselves or for profiles they have access to.
How do I edit or delete a reminder?
Tap any reminder → choose Edit or Delete.
Can I snooze reminders?
Yes. Snoozing is available on the notification.
Will reminders work if I'm offline?
Yes. All reminders are scheduled locally on your device.
Do reminders adjust when I travel across time zones?
Yes. They automatically shift based on your device clock.
Do my reminders sync across devices?
Not in the current version. Reminders are scheduled on the device where you set them. If you log in on another phone or tablet, those reminders will not transfer automatically. You can recreate the reminder on the new device if needed.
Vaccination Tracking
Vaccination Tracking
How do I track vaccinations for children?
Open the child's profile → Vaccination Tracker. We auto-generate a schedule using the IAP 2023 guidelines.
How does Maatra auto-generate the vaccination schedule?
We use:
• Child's DOB
• IAP-recommended timelines
• Mandatory vs optional grouping
You can edit entries anytime.
Can I add adult or travel vaccines?
Yes. Adults have a fully manual workflow.
Can I upload vaccination certificates?
Yes. Upload them per dose. They will be saved, but OCR is not processed in MVP.
Can I edit vaccination dates or mark doses as done?
Yes. You can mark a vaccine as completed and add the administered date.
Family Notes
Family Notes
What are Family Notes?
Shared threads for coordinating care between family members—e.g., "Dad's cardiologist visit on Friday".
Who can create or reply to a Family Note?
Any registered user in the family.
Can I delete my own message?
Yes. Deleting removes your message from the thread.
Can I delete an entire thread?
Only the creator of the thread can do that.
Why do I sometimes see unread messages first?
We automatically take you to your first unread message in that thread.
Privacy, Security & Consent
Privacy, Security & Consent
Who can see my health information?
• Family Owner sees all members' data (except private docs).
• Family Members see only their own data unless FO grants access.
What does the Family Owner have access to?
Everything except:
• Private documents
• Any reminder that belongs only to a registered FM
How is my data protected?
• Encrypted during upload and in storage
• India-only hosting
• Strict access controls
• Audit logs for document actions
Does Maatra follow Indian privacy laws (DPDP)?
Yes. All flows follow DPDP guidelines:
• Clear user consent
• Delegated authority
• Data minimization
• Right to deletion
• Indian data residency
Can Maatra employees see my health documents?
No, Maatra employees do not have routine access to your health documents. We enforce strict privacy and access-control rules:
• All documents are encrypted
• No team member can open or view your documents in the app or the database
• Engineering teams work only with metadata, never with documents or OCR text
• Any sensitive-system access requires explicit approval, is time-bound, and is fully logged
• Only you — and the people you choose to share documents with — can view your health data
The only systems that interact with your documents are automated ones:
• OCR and AI extraction (machine processing only)
• Security monitoring using anonymized technical logs
These automated processes never expose readable health information to employees or use your data for any purpose other than serving your account.
Does Maatra use my data to train AI models?
No. Your personal data — documents, health information, reminders — is never used to train AI models, either internal or external. OCR and AI features operate on your documents only to serve you, not to train any system. We comply with Indian DPDP requirements for purpose-limited data use.
How long does Maatra keep my documents? Is there a storage limit?
Maatra stores your documents for as long as your account exists. You can upload as many documents as you need — prescriptions, lab reports, insurance files, discharge summaries, and more. We do not delete documents unless you delete them or you delete your account, in which case all personal data is removed except compliance-required logs.
What happens to my data if I delete my account?
Your account and data are deleted after a short grace window, except:
• Consent logs
• Security logs
• Compliance-required data
These are retained for legal reasons.
Why do I have to declare authorization before uploading or sharing?
To comply with Indian privacy law and ensure you're uploading or sharing responsibly.
Can an FM share someone else's medical documents?
Only if the Family Owner has granted them access. They must confirm authorization each time before sharing.
Device, Login & Account Settings
Device, Login & Account Settings
How does biometric login work?
After your first manual sign-in, you can turn on Face ID or fingerprint for quick access.
What should I do if I forget how I signed in?
We'll tell you which method you used earlier and guide you to the right login flow.
How do I reset my password?
Maatra doesn't use passwords. You log in using your Email or Mobile + OTP. No risk of forgetting passwords.
Can I log in on multiple devices?
Yes.
What happens if my OTP doesn't arrive?
You can:
• Resend after 30 seconds
• Check spam folders for email OTPs
Can I change my phone number or email?
You cannot change the registration mode. However you can change any other contact detail in Basic Info.
Beta-Specific Questions
Beta-Specific Questions
Who can I contact if something breaks?
Use the in-app Feedback & Support section or email support@maatra.health.
Will you wipe my data after beta?
No. Your data will carry over into the general release unless you ask for deletion.
How stable should I expect the app to be?
Stable, but not perfect. Beta helps us learn and refine.
Will features change during the beta?
Yes. You may see improvements or new modules based on user feedback.
