HELP & FAQ

Everything about setting up and using CUB Line.

Videos · Get started · Setup · Messaging · Calls · Status · Notifications · Troubleshooting · Billing

What can we help with?

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Email hello@getcubsuite.com —
a human replies, always.

Have questions?
We’ve got answers.

Getting Started

  • You need a Google account to sign in and a device with a modern browser. Setup takes about 5 minutes and your clinic number is ready to use immediately.

  • CUB works on any device with a modern browser — Mac, Windows, iPad, iPhone, and Android. No download required. Just open app.getcubsuite.com and sign in.

  • On iPad, use Safari for the best experience — it supports Add to Home Screen and push notifications. On Mac or Windows, use Chrome. On Android, use Chrome for the best experience. Tap the three-dot menu → Add to Home Screen to install it like an app.

  • Yes — open app.getcubsuite.com in Safari on your iPhone. For the best experience, tap Share → Add to Home Screen to install it like a native app.

  • Adding CUB to your home screen gives you the most stable experience. It removes the browser navigation bar, prevents accidental back button presses, and makes push notifications work more reliably. In Safari tap Share → Add to Home Screen → Add.

  • If CUB appears stuck on loading, simply close the app completely and reopen it from your home screen icon. If it still doesn't load, go to Settings → Safari → Clear History and Website Data, then reopen CUB from your home screen.

  • If messages appear blank after waking your iPad, simply close CUB and reopen it from your home screen. This is a known limitation of web apps on iOS and takes just a second to fix.

Setup Guide

  • Go to app.getcubsuite.com and click Sign in with Google. Use the Google account you want associated with your CUB account.

  • Enter your name, clinic name, and profession type. This personalizes your quick action messages and helps patients recognize who is texting them.

  • This is the number CUB calls first when you initiate a voice call to a patient. Your personal number stays completely hidden — patients only ever see your clinic number on their caller ID.

  • Choose a BC area code (604, 778, 236, or 250) and search for available numbers. Pick one that feels right for your practice and claim it — this becomes your permanent clinic line.

  • Tap the hamburger menu in the top right to set your status. Active means you're available. In Session means you're with a patient. Off Duty means you're done for the day.

  • Go to Settings and write your auto-reply message. Enable it so patients automatically receive a warm response when you're Off Duty.

  • This is the most important step for a stable experience. In Safari tap Share → Add to Home Screen → Add. Once opened from your home screen, allow notifications when prompted so you never miss a patient message.

  • Tap the + button to start a new conversation. Enter your patient's number and use the Intro quick action to introduce your new clinic line.

Messaging

  • You give patients your clinic number just like you would a regular phone number. They text it from their phone and the message shows up instantly in your CUB inbox.

  • Yes — your clinic number appears as the sender on every message and call. We recommend introducing yourself the first time so patients save your number.

  • Every message is safely saved in your inbox. You'll receive a notification so you always know when something is waiting.

  • Absolutely — just click the + button to start a new conversation with any phone number. Perfect for a quick check-in, a pre-call heads up, or any direct message you want to send from your clinic line.

  • Use the Intro quick action chip in the message box. It sends a warm, professional introduction letting patients know this is your clinic line.

  • CUB currently supports text messages only. Image and file sharing is on our roadmap and coming soon. We recommend asking patients to send image files to your email in the meantime.

Voice Calls

  • When you call a patient through CUB, your personal phone rings first. Answer, press 1 when prompted, and CUB calls your patient. They see your clinic number on their caller ID, never your personal one.

  • Your dedicated clinic number, always, for both calls and texts. Your personal number is never shown.

  • Yes. When a patient calls your clinic number, CUB rings your personal phone and you'll hear "CUB call for [your clinic]. Press 1 to connect." Press 1 and you're through.

    If you don't answer, or you're In Session or Off Duty, your patient hears your CUB greeting inviting them to text instead. The missed call shows up in CUB with a notification and a Call back button. Your personal number stays hidden throughout, and patients never end up in your personal voicemail.

  • Use the Pre-call quick action to send a text before you dial. It gives patients a heads-up that your clinic number is about to call, so they're much more likely to pick up.

  • Yes, but you need to save your clinic number in your personal contacts first. Call Control screens calls from unknown numbers — once your clinic number is saved, it's recognized as trusted and calls connect normally. We also recommend sending your patient a Pre-call message before calling them — if they save your clinic number too, their Call Control won't block the call on their end either.

  • Yes, save it as a contact, for example "CUB Line". You'll know instantly when a patient is calling, and features like Silence Unknown Callers, Focus modes or Call Control won't send CUB calls straight to voicemail.

  • Just decline it. On a locked iPhone, tap Voicemail. Your patient immediately hears your CUB greeting inviting them to text, and the missed call appears in CUB so you can call back when you're free.

Status & Auto-Reply

  • Active means you're available and will receive message notifications as normal. In Session means you're with a patient. Off Duty means you're not working — set it whenever your day is done.

  • Messages still come through and are safely saved in your inbox — you just won't be interrupted by notifications.

  • When you're Off Duty and a patient texts your clinic number, CUB can automatically send them a friendly message letting them know you'll be in touch.

  • Yes — every message is saved and waiting for you when you're back. Think of it like a clinic answering machine, except the messages are organized and ready to reply to.

  • Yes — go to Settings and enable the In Session auto-reply. Write a message like "Hi! I'm currently with a patient and will get back to you shortly."

Notifications

  • Enable notifications when prompted after signing in. CUB will send you a notification whenever a new message arrives — even when the app isn't open.

  • Open CUB in Safari, tap Share → Add to Home Screen, then open CUB from your home screen. Safari will prompt you to allow notifications — tap Allow.

  • Open CUB in Chrome at app.getcubsuite.com. You'll be prompted to allow notifications — click Allow.

  • On desktop, notifications are delivered through your browser so the browser icon appears alongside the CUB icon. On iPad, add CUB to your home screen from Safari for a cleaner notification experience.

  • Long press the CUB icon → Edit Home Screen → tap the X → Remove.

Privacy & Security

  • Yes — CUB Line is built specifically for BC health practitioners and designed to meet the requirements of BC's Personal Information Protection Act. Your patient communications are stored securely and never shared with third parties.

  • Only you. Every practitioner's messages are protected by row-level security — no other CUB user can ever access your conversations.

  • Never. We follow a Minimum Necessary data policy — we only store what's needed to make CUB work.

Billing

  • Every plan includes your dedicated BC clinic number, unlimited SMS messaging, 500 minutes of local calling, and access on any device.

  • Yes — no contracts, no cancellation fees. You can manage your subscription anytime through the billing portal in your Settings.

  • At the end of your trial your chosen plan activates and your first payment is processed. If you selected the Founding 50 plan your rate is locked in for life.

  • Yes — as a dedicated business communication tool, your CUB subscription is a professional business expense and may be tax deductible. We recommend confirming with your accountant, but for most self-employed health practitioners in Canada this applies.

  • 5% GST is automatically calculated and applied at checkout. Your invoices include a full GST breakdown.

  • All your invoices are available anytime through Settings → Manage Billing.

HOW-TO VIDEOS

Watch it done.
Every step, in about a minute.

Install on iPhone & iPad · 1:05

Install on Android · 44s

Claim your number · 36s

Your first call · 1:04

Send your first text · 36s

Off Duty & auto-replies · 53s