SUPPORT
Frequently Asked Questions
Answers to what residents, program directors, and GME teams ask most. Can't find yours? Our Help Center and team are one click away.
GETTING STARTED
Getting started & login
How do I log in to ResQ?
The easiest way is the ResQ Login Link — a passwordless, one-tap sign-in, so there's no password to remember. You can also sign in with your residency-management credentials (MedHub, New Innovations, or Medtrics). If your institution uses Single Sign-On, ResQ uses your username plus a unique Passkey; you'll find your Passkey by signing in to your RMS in a web browser under the Account menu.
I'm getting an "invalid password" error
Copied passwords often pick up an extra blank space before or after the text, which reads as invalid. After pasting, delete any leading or trailing spaces and try again — or use the passwordless ResQ Login Link to skip passwords entirely.
I forgot my username or password
Use "Forgot Password" on the login screen to reset it, or sign in with the passwordless ResQ Login Link. Still stuck? The Help Center can point you to the right reset for your institution.
Where do I find my institution's ID?
Your institution ID is the first part of your ResQ server address (for example, the "ucdavis" in ucdavis.resqmedical.com). Look up your institution on our Find Your Institution ID page.
HOW IT WORKS
How ResQ records your hours
How does ResQ automatically record work hours?
ResQ pairs your location with the time of day. WorkZones™ are virtual boundaries drawn around your hospitals, surgery centers, and clinics. When you enter a WorkZone™, ResQ records your entry time; when you leave, it records your exit — no clocking in or out required.
What if I step out of a WorkZone™ briefly, grab lunch, or walk across campus?
ResQ accounts for short trips and moving between nearby WorkZones™, so a quick outing or a walk across campus won't break your shift. Your program can configure how in-between time is handled.
What's the best way to make sure my time records correctly?
Keep Wi-Fi turned on. ResQ uses cellular capability, but leaving Wi-Fi enabled is the most accurate way to make sure your entries and exits are captured.
What happens if my phone dies?
If your phone dies inside a WorkZone™ and you power it back on before leaving, your hours record as usual. If it comes back on after you've left, the power-on time is marked as your exit and you may need to adjust it — and likewise, entry isn't recorded until the phone is on. You can always edit any shift.
ResQ didn't record my whole shift (or only part of it) — what do I do?
This usually comes down to Wi-Fi/location settings or a phone that was off. You can add or edit the affected shift right in the app so your hours stay accurate, and the Help Center has step-by-step fixes so it doesn't happen again.
Can I add, edit, or delete my hours?
Yes. You have complete control of your automated logs — add, edit, or delete any shift from the WorkTime™ screen in the app. You can also edit hours from a web browser on a laptop or desktop through your institution's ResQ portal.
How do I know where my hours are being recorded?
ResQ is built to be fully transparent. You can see every WorkZone™ assigned to your program right in the app, so you always know exactly where hours are recorded.
PERSONAL TIME & PRIVACY
Personal time & privacy
I live near a WorkZone™ and my hours record at home
Two features fix this. If you live near a WorkZone™ where you train, turn on Ignore Duty Hours at Home (add your home address to your profile, then enable it in the app's Settings). Or use Toggle WorkZones™ to switch off automatic recording for a specific WorkZone™. The Help Center has step-by-step instructions for both.
I'm on personal time and don't want my hours recorded
Your hours are yours. Turn on AwayMode™ to pause automatic recording for as long as you choose — ResQ reminds you when it's time to resume. You can also edit recorded hours before you submit them.
Can anyone see my exact location?
No. ResQ is designed to protect your privacy — location is processed on your device and your exact coordinates are never sent to the ResQ server. The system only knows whether you're inside or outside a defined WorkZone™. Read more in our Privacy Promise.
Will outside parties be able to link my work-hour data to our institution?
No. ResQ doesn't share identifiable data with outside entities. Your data is seen only by your medical institution, to support duty-hour analytics and improve the process.
What if a resident goes over their hours — will it be used to reprimand them?
No. ResQ was built by a resident who lived the tension between great patient care and duty-hour limits. Rather than punish, the system sends real-time alerts as you approach your limits, so issues can be caught and addressed early.
FOR PROGRAMS & GME
For programs & GME administrators
What does ResQ require? Do we need new hardware or infrastructure?
No new hardware or infrastructure. ResQ is a mobile app for residents plus a secure web dashboard for your program — there's nothing to install on-premises.
Does ResQ sync with MedHub, New Innovations, and Medtrics?
Yes. Recorded hours sync to MedHub, New Innovations, and Medtrics with no change to your existing workflow, so residents' logs flow into the system you already use.
How do we invite residents and manage users?
From the administrator dashboard you can invite all residents at once and add or remove users, synced with your RMS. The Help Center has step-by-step guides for MedHub, New Innovations, and Medtrics.
What does the "Never Signed In" icon mean?
It flags residents who've been added but haven't logged into the app yet — an easy way to see who still needs to onboard so you can follow up.
Is there data supporting ResQ's effectiveness?
Yes — see our customer results and testimonials, and the Help Center article "Is There Any Data To Support Using ResQ?"
ACCOUNT & HELP
Account & help
How do I delete my account?
Reach out through the Help Center and the ResQ team will walk you through account deletion for your institution.
A WorkZone™ needs to be added or a boundary adjusted
No problem — submit a request from the app's Help Center (or ask your program coordinator) and we'll add the WorkZone™ or fine-tune the boundary.
Still have questions?
Our Help Center has FAQs and tutorials, and the ResQ team is happy to help.
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