Common questions about the three apps

The Windows app at the clinic

What computer do I need? Any Windows 10 or 11 PC from the last few years. One of them is the main computer: it holds the records and stays switched on during clinic hours. A clinic can use up to 8 computers. See "Installing Klinira and setting up the clinic".

Do I need the internet to use Klinira? Only once, to activate the licence. After that, the clinic keeps working whether the line is up or not, because the records are on the clinic's own main computer.

Can I put the records on a shared network folder or a NAS? No, and Klinira will refuse. File sharing over a network is not reliable enough for medical records and damages them quietly. Only the main computer touches the records.

The main computer is switched off. What happens to the others? They cannot reach the records. Notes, vitals and registration keep saving on each computer and go across when the main computer is back. Dispensing and billing wait. See "Working when the internet is down".

Why can't I dispense or raise a bill when the main computer cannot be reached? Dispensing takes a real batch off the shelf and writes a Prescription Book number for that day, and invoice numbers must run in order from one computer. Done later, both would be wrong. Nothing has been charged or given out.

I forgot my password. What do I do? Ask an administrator. They set a new one under Administration, Staff, and nobody needs to phone us. If the only administrator is locked out, use the Recovery Key sheet on the sign-in window. See "When something goes wrong".

What is the Quick PIN? A short number for coming back to a computer where you already signed in with your password today. It is faster at a busy counter. Some actions, such as exporting all records, still ask for the full password. See "Signing in, the Quick PIN, and locking the screen".

Can two people share one login? Please do not. Every note, medicine and payment is recorded under whoever is signed in. Give everybody their own account under Administration, Staff.

A message ends with a code like KLN-2001. What do I do? Read the whole message first. Then press Help in the list on the left and type the code in the search box. If you phone us, read us the code. See "Help inside the application".

Can a consultation note be changed or deleted? Never in place. A correction is a new entry, and the original stays on the record, still readable. That is the law for medical records.

Is the Windows app in Bahasa Malaysia? The screens are in English. Documents a patient takes home, such as receipts and labels, are printed in Bahasa Malaysia and English.

Where is this guide inside the apps? On Windows: open Help in the list on the left and press Open the user guide. On the iPhone, iPad or Android app: open Settings and press User guide. Both open this guide in a web browser, so they need the internet. The Help screen itself works without it. See "Help inside the application".

The owner's iPhone and iPad app

Who can use the owner's app? One email address for each clinic, named by the owner in the Windows app under Administration, Owner's phone. That address can sign in on more than one phone or iPad. See "The owner's iPhone and iPad app".

Where do I get it? From the App Store. Search for Klinira and get Klinira.my - Owner. It needs iOS 17 or newer, and it is free to download.

How do I sign in? There is no password. Type your email address and press Send code. A six-digit code arrives by email and is good for ten minutes. After that, the app opens with Face ID, Touch ID or the phone's passcode.

The code never arrives. What now? Check the spam or junk folder, then press Send again. If it still does not come, ask the clinic to check the address it saved. After too many requests the app asks you to wait one hour.

Why does the app show yesterday and not today? The clinic sends each day once it is over, after its daily backup. Half a day would look like a bad day, so the app waits for the whole day.

What does "▲ 11% vs last Tuesday" mean? The day's net takings were 11% more than the same weekday exactly one week before. ▼ means less. If that day has no report, no comparison is shown.

Why is the line broken in places? A break is a day with no report, usually a closed day or a public holiday. The app leaves the gap instead of guessing a figure.

It says "Nothing has arrived from (clinic) since (date)". Nothing has come for more than three days. The figures are sent after the clinic's backup, so phone the clinic and ask whether the backup is running.

Can I switch the app to Bahasa Malaysia? Yes. Press Settings, then Language, and choose Bahasa Malaysia. The app opens in English until you do.

The owner's Android app

Where do I get it? From Google Play. Search for Klinira and install Klinira Owner. It needs Android 8.0 or newer, and it is free to download. See "The owner's Android app".

Why does it say "This phone has no screen lock"? The clinic's figures are kept behind the phone's own lock. Set a PIN, pattern, password or fingerprint in the phone's security settings, then open the app again.

Will the app send me notifications? The Android app sends one notification when nothing has arrived from the clinic for several days, and no more for that gap. It never shows a figure. The iPhone app sends none.

Can I use an Android phone and an iPhone with the same account? Yes. Sign in on each with the same email address. They all appear in the list of signed-in phones in Settings.

Does the Android app work the same as the iPhone app? Yes. The same five pages, Today, Takings, Stock, History and Settings, and the same figures. A few words differ, for example End session instead of End.

Data, privacy and the internet

Does any patient information go to the phone apps or to the cloud? No. Only twelve numbers about each day leave the clinic: counts, totals, two dates and two status words. No name, IC number, diagnosis or medicine name, ever.

Where are the patient records kept? On the clinic's own main computer, encrypted. The Recovery Key printed on installation day is what opens them, and we never hold a copy.

Does Klinira keep a backup of our records in its cloud? Not in this version. Backups go only to the places you choose: an external drive, another computer, or the clinic's own Google Drive, OneDrive or Dropbox folder. Set up at least two. See "Backup, restore and getting your data out".

We lost both Recovery Key sheets. What now? Press Reprint both sheets on the Backup tab today, put them away, and record where. Until you do, your backups cannot be restored by anybody, including us.

How long can the clinic work without the internet? Inside the clinic, the work carries on. A monthly or yearly licence needs to reach the internet once every 30 days, or it becomes view-only. A perpetual licence keeps working offline for good.

Can we always take all our records out? Yes. Administration, Your data creates a full copy in every licence state: trial, active, expired, view-only or locked. It needs the full password, and the file holds patient names, so keep it safe.

The owner's phone was lost. Is patient information at risk? No, there was never any on it. Sign it out from another device, or have the clinic press Switch the phone dashboard off under Administration, Owner's phone.

How do I delete the owner app account? Sign the phone out, then ask the clinic to switch the phone dashboard off, or email hello@klinira.my from the address you sign in with. Klinira confirms by reply and deletes it within 21 days. The clinic's records are not touched.

Licence and payment

Is there a free trial? Yes, 14 days with every feature, and no card needed. You start it in the setup wizard.

What does it cost? Monthly RM399, by card only. Yearly RM3,999, by FPX or card. Perpetual, solo RM9,999 once plus RM1,299 a year, or perpetual, full clinic RM18,999 once plus RM1,899 a year. Every module is included. The pricing page has the details.

How do we pay? From Administration, Licence. A payment page from Stripe opens in your browser, so no card number is ever typed into Klinira. A perpetual licence can also be paid by bank transfer against an invoice. See "The licence".

What happens if a payment is missed? After seven days of grace the clinic becomes view-only. You can still open every record, print, run every report and export all your data. You cannot write new notes, dispense or raise bills until it is paid.

On a perpetual licence, what if we stop paying the yearly fee? The software keeps working, offline, with every record still yours, and backups to your own drives carry on. New versions, support and the owner's phone app stop.

Do the phone apps cost extra? No. They are free to download. The figures arrive while the clinic's licence is active, or on a perpetual licence while the yearly fee is paid.

Can we get a refund? The 14-day trial is there so you can decide before paying. After that, payments are not refundable. The refund policy page says so in full.