Q: The FAQs don't provide any solution for my problem. What can I do now?

Contact us at support@iva.software .

Question 1

I'm done and want to close the app. How do I know that all my entries are saved?

Kali Richter · Accepted Answer

The user interface provides you with all the necessary feedback. Everything you have entered is normally displayed immediately in the appropriate place. As long as no error message appears, all your entries are saved.
An example: In treatment planning, the ‘Back’ button is greyed out after saving, as is the ‘Save’ button.
Important: Please make sure you tap on ‘Save’ as soon as you have finished your planning. Otherwise all your entries will be lost.

Question 2

How can I support and improve the IVA App?

Kali Richter · Accepted Answer

Give us feedback: What questions do you have (that cannot be answered by our FAQ section)? What do you need in the app? What FAQs are missing? What are your experiences with IVA? What have you noticed when using our app? You can do so by writing to support@iva.software.

Question 3

The FAQs don't provide any solution for my problem. What can I do now?

Kali Richter · Accepted Answer

Contact us at support@iva.software.

Question 4

Do I always need an internet connection to be able to work with the app?

Kali Richter · Accepted Answer

No. The data is always saved on your device and synchronised as soon as a connection is available again.
However, this means that if you have entered something on one device while you had no internet connection, you will not be able to view the latest status on all other devices on which you use IVA until the first device has an internet connection again and can synchronise.

Question 5

I would like to document additional information. Where and how can I do this?

Kali Richter · Accepted Answer

For every treatment, you’ll find a free text field in the treatment plan if you scroll all the way down: "Comment". Here, you can document any additional information about the treatment, either directly or afterwards.
You can also document additional patient information, such as allergies, intolerances, or medication history, in the treatment planning section under "Consent forms".

Question 6

Where can I find treatment templates that I can use for specific treatment goals?

Kali Richter · Accepted Answer

In the ‘Planning’ section, you will find a bar with various tools above the facial muscle image. Here you tap on the second icon from the right (a box with an arrow pointing upwards).
You can also tap on the template icon (the box with the arrow pointing upwards) in the ‘Treatment’ area in the top bar. There is actually only this one icon in the bar.
You can now choose from a list of different templates that relate to specific manufacturers and/or treatment goals.

Question 7

I cant't find a specific injectable. What can I do?

Kali Richter · Accepted Answer

First search in another category ("Injection Type"): There are the following injection types to choose from: "Toxin", "Filler", "SkinBooster", "Hyaluronidase", "Biostimulator", "Unlisted injection type".
Your treatment may be new or not yet added to the standard list. You can search for all injectables under "Management" / "Injectables" and also add a new injectable. Maybe your injectable will also be added to the standard list with the next update.

Question 8

Where can I find the different injectables?

Kali Richter · Accepted Answer

In the ‘Planning’ area: As soon as you have created or opened a treatment for a patient, you can tap on the icon (syringe in a circle). A menu will open where you can add a new injection point.
First you have to select the injection type (e.g. toxin, filler, skin booster etc.). Then you can choose from a list of injectables or add your own injectable if the injectable you are using is not on the list.
In the ‘Management’ section under ‘Injectables’, you will find a list of all the injectables listed in the app (including the injectables you have created). You can edit or delete the injectables you have created yourself, but not the others.

Question 9

For registration, I need to authenticate via Multi Factor Authentication (MFA). What is MFA?

Kali Richter · Accepted Answer

To make your account even more secure, we have introduced an additional security measure: multi-factor authentication (MFA) via an authenticator app. We understand that additional security measures can sometimes be perceived as inconvenient. That’s why we have implemented solutions that allow MFA to be required only under certain conditions or at specific intervals. This way, your account remains protected without the need for extra steps every time you log in. With multi-factor authentication (MFA), we add an extra layer of protection that secures your account even if your password falls into the wrong hands.

Question 10

What do I absolutely need to keep in mind about Multi-Factor Authentication (MFA)?

Kali Richter · Accepted Answer

Security: Keep your device in a secure space. The security of the authenticator app depends on the security of your device.
Backup: Many authenticator apps offer the option to create a backup. Use this feature to retain access to your codes, even if you change or lose your device.
Secret key: When setting up the authenticator app, a so-called secret key is generated – a random sequence of characters. By securely storing this key in a password manager, you can more easily restore your authenticator later – for example, if your device is lost or damaged.
Multiple accounts: You can add multiple accounts to your authenticator app. Use clear labels to distinguish them easily.

Question 11

How can I document my patients' consents?

Kali Richter · Accepted Answer

In the ‘Planning’ section, you can fill out and sign the document together with the patient and then generate a PDF directly in the app that you can share with your patient.
You can also access the consents under ‘Patients’ in the ‘Management’ section.
In the ‘Management’ section under ‘Manage patient's consents’, you can also customise the templates to suit your needs.

Question 12

How do I create a new treatment?

Kali Richter · Accepted Answer

There are various ways to create a new treatment in the IVA App:

Patient does not yet have any treatments: Select the patient in the ‘Planning’ area and tap on ‘Set up new treatment’. You will find the button under patient consents if there are no treatments for the patient yet.
Patient already has one or more treatments: If the patient is selected, you can tap on the icon (three dashes with a plus next to them) in the ‘Planned dates’ field in the ‘Planning’ area. A menu will open where you can create a new treatment for your patient.
You can also go directly to the ‘Treatment’ area and create a treatment for your patient from there. To do this, simply select the relevant patient in the menu for whom you would like to create a treatment.

Question 13

How do I create a new patient?

Kali Richter · Accepted Answer

There are various ways in which you can create a new patient in the IVA app:

In the ‘Planning’ area, you will find an icon (a head with a plus next to it) in the ‘Planning for patient’ field on the right-hand side. If you tap on it, the menu will open where you can enter the data for a new patient. Don't forget to tap on ‘Save patient’ at the end!
In the ‘Treatment’ section, you can also tap on ‘Add new patient’ in the ‘Add new treatment’ menu. This will also open the menu where you can enter the patient data. And don't forget to save here, too!
In the ‘Management’ area, you can tap on the icon (head with the plus sign) in the bottom centre of the ‘Patients’ menu item. This will open the menu where you can enter data for a new patient. Don't forget to save!

Question 14

Will my patients' data be further processed or forwarded to third parties?

Kali Richter · Accepted Answer

Currently, no patient data is being processed or shared. Further processing and sharing of patient data with third parties is planned for the future in anonymised form. Once we implement this, nothing will happen without the voluntary consent of the respective patient. Patients will also have the option to withdraw their consent at any time.

Question 15

How can I use IVA with another device, or with a new device?

Kali Richter · Accepted Answer

You need the device on which you’ve already set up the authenticator app which is also linked it to your account.
Install the IVA App and the authenticator app on the new device.
If the IVA App requests the code during signing in, you can use your previous device to look up the code in the authenticator app and then insert it on the new device to sign in.

Question 16

How can I register?

Kali Richter · Accepted Answer

After downloading and installing the IVA App, tap on "Create a new account" (located below the "Log in" button).
Then, simply follow the instructions to complete the registration process.
First, you will receive a code via email. Enter this code in the app.
As we work with sensitive data in the IVA app, security is our top priority. That's why using the app requires two-factor authentication (multi-factor authentication). To do this, you need to install an authenticator app. How exactly this works is explained in the following section (‘Multi-factor authentication’). An additional code is generated in the authenticator app, which you must now enter in the app as a second security step.

Question 17

What is IVA app?

Kali Richter · Accepted Answer

With IVA, you can easily and digitally document your minimally invasive botulinum toxin, hyaluronic and filler treatments.

Question 18

On which devices can I use the IVA App?

Kali Richter · Accepted Answer

The IVA app is currently available for Android and iOS devices (smart phones and tablets).

Question 19

What will happen to my data?

Kali Richter · Accepted Answer

See our Privacy Protection Information in order to learn more.
Important: As with any app, unintentional data loss can also occur in the IVA app. Therefore, please export your data regularly. You can then import it back into the IVA app at any time if data is actually lost.

Question 20

I haven't received an email with the confirmation code. What can I do now?

Kali Richter · Accepted Answer

Check whether you've provided the correct e-mail address or whether it is spelled correctly.
Have a look at the spam folder.
Click on "Resend".
Try to register again with the same email address.

Question 21

How does Multi-Factor Authentication (MFA) work for the IVA app?

Kali Richter · Accepted Answer

Choose and install an authenticator app:
Once you have installed the IVA app, select and install an authenticator app. We recommend Google Authenticator or Authy (available for both iOS and Android), as well as Authenticator (currently only available for iOS). In addition to these options, there are many other providers available in the app stores. Authenticator apps generate regularly updated codes, which you will need to enter during registration and login.
Set up the Authenticator app: During registration, you will receive a URI in the IVA app - an individual character string that you can use to link your IVA account to the Authenticator app. Tap on it to copy it and then add it to your Authenticator app to link a new account there.
Verify yourself: Enter the six-digit code generated by the Authenticator app in the IVA app to complete the process.
This setup is only required once. After that, you will only need to enter the MFA code under certain circumstances, such as when logging in from a new device.
Important: Check whether the authenticator app supports cloud backups. Cloud backups make it easier to regain access to both your authenticator app and the IVA app if you lose your device or if it stops functioning. If you prioritise security, you may prefer to store the secret key in a secure place (e.g. in a password manager) instead. You can also use the secret key to recover your account.

Here are the links to the recommended authenticator apps:

Question 22

I cannot access the device which contains the Authenticator App (e.g. because the device is lost or damaged). How can I restore access to the app?

Kali Richter · Accepted Answer

As there are many different authenticator apps, it's difficult to provide a one-size fits-all solution. Please contact us via support@iva.software, and we will go through the process together.

Question 23

I forgot my password. What can I do?

Kali Richter · Accepted Answer

Tap on "Forgot my password".
Then enter your email address that you registered with. You will then get a confirmation code by email, which you will need to assign a new password on the next page.
Please also check your spam folder to see whether you have received the code.

Question 24

Are the prices inclusive of VAT?

Kali Richter · Accepted Answer

Yes, the prices are in Euros and include VAT. Prices and tax rates may vary in other countries.

Question 25

What happens to treatments from the beta test phase?

Kali Richter · Accepted Answer

All treatments you created before the in-app purchase release will never be charged with credits. This is a fairness measure for beta testers.

Question 26

Can I purchase additional credits?

Kali Richter · Accepted Answer

Yes, you can purchase additional credits if you have an active Pro subscription. The credits do not expire and remain available until used.

Question 27

How does the consumption of credits work?

Kali Richter · Accepted Answer

A credit is only deducted when you save the first injection point in a treatment for the first time. You can create a new treatment and enter details such as date, time and destinations without credits being used up. Only one credit is used per treatment. Changes to the treatment after the first save and adding more injection points do not cost any further credits.

Question 28

How does the Pro Plan work?

Kali Richter · Accepted Answer

The Pro Plan costs €9.99 per month and automatically renews each month. With this plan, you receive 10 new credits monthly. Credits never expire: Unused credits from the Trial Plan or previous Pro months are carried over to the next month. The subscription can be canceled at any time and will end accordingly.

Additional credits can be purchased as needed and based on treatment volume in different packages.

Packages:

S: 10 Credits → €4.99*
M: 50 Credits → €19.99*
L: 200 Credits → €69.99*

*) Prices in Euros (including VAT); prices and tax rates may vary in other countries.

Question 29

Are there any restrictions on the use of the IVA app?

Maret Karaca · Accepted Answer

Here is a list of all countries whose data protection standards are taken into account in the IVA App: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guadeloupe (France), Hungary, Iceland (EEA), Ireland, Italy, Latvia, Liechtenstein (EEA), Lithuania, Luxembourg, Malta, Martinique (France), Mayotte (France), Netherlands, Norway (EEA), Poland, Portugal, Réunion (France), Romania, Saint-Barthélemy (France), Saint-Pierre and Miquelon (France), Slovakia, Slovenia, Spain, Sweden, Switzerland (GDPR compatible), United Kingdom (GDPR continued).

Question 30

How much does the IVA App cost?

Kali Richter · Accepted Answer

There are different options. For more information on the pricing model, see "Costs of the IVA App".

Question 31

How much does the IVA App cost?

Kali Richter · Accepted Answer

The IVA App offers various pricing models:

Trial Plan (FreeTier): Free with 5 complimentary credits for new users.

Pro Plan: €9.99 per month, auto-renewed, with 10 new credits monthly.

Purchase Additional Credits: Various packages available (e.g., 10 credits for €4.99, 50 credits for €19.99, 200 credits for €69.99).

The IVA App can be downloaded and tried for free with the Trial Plan. Upon creating a new account for the first time, users receive 5 credits to explore the app and set up initial treatments. Once these are used up, switching to the Pro Plan is necessary to continue using the app.

FAQ

Die IVA App

Was ist die IVA App?

Auf welchen Geräten kann ich die IVA-App nutzen?

Gibt es Beschränkungen bei der Nutzung der IVA App?

Wie viel kostet die IVA App?

Registrierung

Wie kann ich mich registrieren?

Ich habe die Mail mit dem Bestätigungscode nicht erhalten. Was kann ich tun?

Multi-Faktor-Authentifizierung (MFA)

Um mich zu registrieren, muss ich mich per Multi-Faktor-Authentifizierung (MFA) identifizieren. Was ist das?

Was sollte ich unbedingt bei der Multi-Faktor-Authentifizierung (MFA) beachten?

Wie funktioniert die Multi-Faktor-Authentifizierung (MFA) für die IVA-App?

Mein Account

Wie kann ich IVA auf einem weiteren Gerät, oder auf einem neuen Gerät nutzen?

Was passiert mit mit meinen Daten?

Ich habe keinen Zugriff mehr auf das Gerät mit der Authenticator-App (z.B. weil ich es verloren habe oder es kaputt ist). Wie erlange ich wieder Zugriff auf mein Konto?

Ich habe mein Passwort vergessen. Was kann ich tun?

Patientendaten

Werden die Daten meiner Patienten weiterverarbeitet bzw. weitergegeben?

Planung & Behandlungen

Ich möchte zusätzliche Informationen dokumentieren. Wo und wie kann ich das tun?

Wo finde ich Behandlungsvorlagen, die ich für bestimmte Behandlungsziele nutzen kann?

Ich finde ein bestimmtes Injektionsmittel nicht. Was kann ich tun?

Wo finde ich die verschiedenen Injektionsmittel?

Wie kann ich die Einverständniserklärungen meiner Patientinnen und Patienten speichern?

Wie lege ich eine neue Behandlung an?

Wie lege ich einen neuen Patienten an?

Nutzung der IVA-App

Ich bin fertig und möchte die App schließen. Woher weiß ich, ob meine Eingaben gesichert sind?

Benötige ich immer eine Internetverbindung, um die App zu nutzen?

Hilfe & Kontakt

Wie kann ich die IVA-App unterstützen und besser machen?

Ich finde in den FAQs keine Lösung für mein Problem. Was kann ich nun tun?

Kosten der IVA App

Sind die Preise inklusive Mehrwertsteuer?

Was passiert mit den Behandlungen aus der Beta-Testphase?

Kann ich zusätzliche Credits kaufen?

Wie funktioniert der Verbrauch von Credits?

Wie funktioniert der Pro-Plan?

Wie viel kostet die IVA App?