For a booking or payment
Help in your account
Open a case from Help after you sign in. It gets a reference, you can add files, and our replies arrive in your notifications.
Sign in to open a caseSupport
How can we help?
Get help with a booking, an order, a payment or your account. Choose the way that suits you.
Ways to reach us
Quick questions
Chat with the Ansoshi team about using the app, booking care or joining as a provider.
Chat on WhatsAppIf you cannot sign in
Write from the address on your account, so we can confirm it is you.
support@ansoshi.comBefore you write
01
Include your reference
Add the reference from the booking, order or payment so we can find it.
02
Never share a code
Ansoshi never asks for your password or a verification code.
03
Show what you see
A screenshot helps when something looks wrong.
Common questions
Quick answers about care, payments, your account and working with Ansoshi.
Booking and care
When do I pay for care?
Nothing is charged when you ask for care. You pay once the doctor or nurse accepts, at the price you were shown.
What if the doctor or nurse says no?
Nothing is charged. We show you other doctors or nurses, and what you wrote is carried across, so you do not start again.
Can I book for someone in my family?
Yes. Add them to your household, then choose them when you ask for care, order medicine or book a test.
Where do I find my test results?
When the laboratory releases your report, it appears in your health record. You can download it as a PDF.
Payments and refunds
How do I pay?
Payments go through Paystack’s secure checkout. You enter your card details with Paystack, not with Ansoshi.
What happens if an appointment is cancelled?
Cancelling before care happens is a full refund, whoever cancels. You see the amount and where it goes back to before you confirm.
Where are my payments and receipts?
Payments in your account lists what you paid, every refund against it, and a receipt to download.
A payment looks wrong. What should I do?
Open a case in Help, or email us, with the payment reference. Tell us if you were charged twice, a service did not happen or a refund has not arrived.
Your account
I forgot my password
Choose Forgot password? on the sign-in page. We send a code to confirm it is you, then you choose a new password.
I lost my authenticator and my recovery codes
On the sign-in page, choose Lost both?, then Ask us to check it is you.
How do I close my account?
Open Account, then Closing your account, in the app or on the web. You have 30 days to change your mind.
Can I use Ansoshi in Hausa?
Yes. Choose English or Hausa from the language control on this site and in the app.
How do I change my notifications?
Open Account, then Notification preferences, to choose what reaches you. A few important ones always stay on.
Can I turn analytics off?
Yes. Analytics stays off until you allow it, and you can change your choice at any time.
For providers
How do I join as a doctor, nurse, pharmacy or laboratory?
Sign up and choose your role, then complete your professional or business profile. A reviewer checks your licence before you are listed for patients.
When do I get paid?
Earnings are recorded when the work is complete: a shared care outcome, a released report or a completed handover. You choose how much to withdraw, and the fee is shown before you confirm.
Still need help?
Can’t find your answer?
Tell us what happened and we will help you sort it out.