Help and support
Answers to common questions about the Belle Vie Care app, and how to reach us.
Reach us
Email belle.vie.collectivellc@gmail.com or use the form at the bottom of this page. We usually answer within two business days.
Please do not include your loved one’s health details unless we need them to help you. We cannot give medical advice: for questions about medications or care, call your hospice team, and in an emergency, call 911.
Plans and billing
What is free, and what do the plans add?
Medications, reminders and logging are always free. The Family plan adds scanning, Smart Read, share links, PDF reports and your full history. Care Circle adds care for up to 3 loved ones, and Pro Caregiver is for paid caregivers with up to 25 clients. Prices are shown in the app before you buy.
How do I cancel?
On iPhone: open Settings, tap your name, then Subscriptions, choose Belle Vie Care and tap Cancel Subscription. On Android: open Google Play, tap your profile picture, then Payments & subscriptions, then Subscriptions, choose Belle Vie Care and tap Cancel.
Cancel at least 24 hours before the end of the current period to avoid the next charge. Deleting the app does not cancel a subscription.
How do I get my plan on a new phone?
Sign in with the same Apple Account or Google account, open Belle Vie Care, and tap Settings, then Restore purchases.
Will I be reminded before a yearly plan renews?
If Belle Vie Care is still on your phone, it tries to remind you about five weeks before a yearly plan renews, with a notification if notifications are on and a note in Settings. Your renewal date and price are always in your App Store or Google Play subscription settings.
How do I ask for a refund?
Apple and Google handle billing and refunds. For a purchase from Apple, go to reportaproblem.apple.com. For Google Play, see Google Play’s refund help.
Reminders, scanning and sharing
My reminders did not arrive
Check that notifications are allowed for Belle Vie Care in your phone’s settings, and that Do Not Disturb, Focus or battery saving is not holding them back. Then open the app and tap Settings, then Refresh medication reminders.
Reminders can still be late or missed, so please do not rely on them alone.
Is anything sent when I scan a label?
Labels and printed pages are read on your phone, and the photo and its text stay there. Google’s on-phone reader sends Google basic diagnostics, such as the device model and error details, never the photo or what it says. If you allow spelling checks, only the medication’s name is sent to the U.S. National Library of Medicine’s RxNorm service. You can turn spelling checks off in Settings. Always check what was read against the label.
How does Smart Read work?
Smart Read is for handwriting and hard-to-read pages, and it asks for your consent first. The photo you choose is read by Claude, an AI model from our provider Anthropic, and the text comes back to your phone. Belle Vie does not keep the photo. Anthropic does not use it to train AI models, and deletes it within 30 days, unless its safety systems flag it for a misuse review, in which case it can be kept for up to 2 years. Check every word against the page before you save it.
Smart Read got something wrong
Correct it before you save, and please tell us: open the page in the app and tap Report a problem with this reading. The report sends only your answer, your note and the day of the reading, never the photo or its text. You can also email us; please do not send the photo unless we ask for it.
How do share links work?
A share link shows the medication and care logs you choose to family or your hospice nurse. It is encrypted on your phone, our server keeps only a copy it cannot read, and it expires after the time you pick, at most 30 days. You can turn a link off anytime in the app.
I am getting a new phone
Your information is stored on your phone, and Belle Vie does not have a copy it can read. Moving to a new phone with your phone’s own transfer or backup tools may bring the app’s information along, but that is up to your phone. Before you switch, a PDF report, on the paid plans, gives you a record of the care so far. Use Restore purchases for your plan.
Privacy and your information
How do I delete my information?
In the app, tap Settings, then Delete all data. It erases everything the app keeps on the phone, turns off your share links and cancels reminders. If the phone is offline, a link may stay on until it expires; the app tells you and keeps trying. Then you can delete the app. A subscription stays with your Apple or Google account until you cancel it. To ask about anything else we hold, email us.
Where can I read the policies?
A caregiver log, not medical advice
Belle Vie Care helps family caregivers record and organize the care they give. It is not a medical device. It does not give medical advice, check doses or decide whether a medication should be given, and it does not diagnose, treat, cure or prevent any condition. It does not replace your hospice team, doctor or pharmacist.
Always follow the instructions your hospice team gives you, and check with them, your doctor or your pharmacist before making any medical decision. For any change in your loved one’s condition, call your hospice agency’s 24-hour line. In an emergency, call 911.
Drug-name data
This product uses publicly available data from the U.S. National Library of Medicine (NLM), National Institutes of Health, Department of Health and Human Services; NLM is not responsible for the product and does not endorse or recommend this or any other product.
Send a note
Tell us what happened and which phone you use. Please leave out health details.