Support

Help with the SYNERGY app for patients of MEDIDERMDG (trading as SYNERGY).

This page is not for urgent medical problems. If you notice spreading redness, pus or a fever, call 111. If you feel very unwell, call 999.

Contact us

We aim to reply to support emails within two working days.

Messages sent through the app can be reviewed by clinic staff during

Monday–Friday, 9am–5pm, excluding bank holidays.

Outside these hours, no messages are reviewed.

Common problems

I can't sign in

The app is only for patients of the clinic, and it uses the details we already hold for you. Check

that:

• you are entering the mobile number the clinic has on file for you
• your surname and date of birth match our records
• you have signal, so the text message with your code can arrive

Codes expire after a few minutes. If yours has expired, request a new one.

If your phone number or name has changed, we need to update your record before you can sign in —

please call the clinic.

I didn't get my security code

Codes arrive by text and usually take a few seconds. If nothing arrives:

• check the number you entered
• check your phone has signal
• wait a moment and request another code

If it still does not arrive, call the clinic on 07912382980.

My account is locked

For your security, the app locks an account after several failed attempts. Call the clinic on

07912382980 and we can unlock it once we have confirmed who you are.

The app gave me an answer that seems wrong

Please tell us at synergy.help.queries@gmail.com. The app answers practical questions about your procedure from

the clinic's own written guidance; it does not give medical advice, and anything clinical is passed

to a clinician. If you have a concern about your care or your recovery, contact the clinic directly

rather than the app.

What the app can and cannot do

It can answer practical questions about a procedure you are having or have had at the clinic:

how to prepare, what happens, aftercare, timings and common questions.

It cannot diagnose anything, interpret your results, advise you about medication, or tell you

whether a symptom is serious. If you ask something clinical, your question goes to a clinician who

will follow up.

It is not monitored around the clock and is not for emergencies.

Your data

See our Privacy Policy for how we use and protect your information, and

Delete my app account if you want us to close your account.

Last updated: 01/09/2026