Frequently asked questions.

Audra is an AI-powered medical bill auditor. You upload a bill or EOB (PDF, photo, or screenshot), and Audra reads every line item against federal billing rules (No Surprises Act, NCCI bundling, MUE limits, modifier policy) plus your state's consumer-protection laws. In about 60 seconds it produces:

1. A list of findings (what's wrong with the bill and how much it's worth) 2. An appeal likelihood score 3. A ready-to-send appeal letter citing the specific rules

You can then send the letter to your provider's billing department or your insurance carrier, often without ever picking up a phone.

First audit is free. After that:

- $30 one-time per additional audit, OR - $9/month for up to 5 audits (Pro Lite), OR - $15/month for up to 25 audits (Pro), OR - $29/month for a family of 5 with 40 audits (Pro Family), OR - $144/year for Pro billed annually (save 20%)

Cancel any time. No card required for the free audit.

Any US medical bill or Explanation of Benefits (EOB):

- Hospital bills (inpatient, outpatient, ER) - Itemized provider statements - Anesthesia, radiology, lab, pathology - Specialist visits - Surgery bills - Insurance EOBs (to verify your patient responsibility)

Veterinary, dental-only, and international bills aren't yet supported (different rule sets).

Usually 30–60 seconds from upload to results. Complex multi-page bills can take up to 2 minutes. You'll get a push notification (mobile) or email (web) when the audit finishes — feel free to close the app and come back later.

Federal:

- No Surprises Act (42 USC § 300gg-111) - CMS NCCI Procedure-to-Procedure edits - CMS MUE (Medically Unlikely Edits) limits - Modifier policy (specifically modifier 25 misuse) - CMS upcoding patterns

State:

- Consumer-protection statutes (varies — we cover the top 10 most-populous states with explicit pages, and reference the rest) - State balance-billing protections - Surprise-billing laws beyond the federal NSA

Math:

- Duplicate line items - Charges that exceed the EOB's allowed amount

Yes. Open the audit detail and click "Retry audit" — it re-runs the pipeline on the same bill at no extra cost (no credit consumed). Use this if:

- Audra's OCR mis-read a line (rare but happens with photo uploads of low-quality scans) - The audit completed but you suspect more was missed - An audit failed with an error message

Yes. On the audit detail page, switch to the Appeal tab and click "Edit" — you can rewrite or tweak any part of the letter. Your edits are saved and used for every export from then on (Copy, PDF, Word, email draft). You can revert to the AI-generated original any time.

It depends on the issue:

- Billing errors (duplicate, math, unbundling, modifier misuse): provider's billing department - Coverage denial (insurance refused to pay): your insurance carrier's appeals department - No Surprises Act violations: provider first (they're required to correct), then file a complaint with CMS at 1-800-985-3059 if not resolved - Balance billing on an in-network claim: provider's billing department + cc your insurance carrier's provider-relations team

The letter Audra generates includes addressee suggestions and tells you which path applies based on the finding type.

It varies but you usually have MORE time than you think:

- Internal insurance appeals: typically 180 days from the date of the denial - External (independent) review: typically 4 months after internal appeal is exhausted - Billing-error disputes with the provider: most state consumer-protection statutes give you 1–3 years - No Surprises Act independent dispute resolution (IDR): 30 days after a qualifying-bill open negotiation

Don't sit on it, but don't panic if a bill is a few months old — most disputes are still well within the window.

Your first audit is free — no card required, no auto-conversion. After that you can buy a single audit for $30 or subscribe to Pro for $15/month (or $144/year). Cancel any time from the Billing tab in Settings.

Settings → Billing → "Manage subscription" opens the Stripe Customer Portal in a new tab. From there you can cancel, change plans, or update payment methods. Cancellations take effect at the end of the current billing period (you keep access until then).

Yes, with two simple rules so the system stays fair:

One-time audits: refundable within **3 days of purchase** as long as you haven't used the audit credit yet. Go to /settings/billing → Refunds & credits → Refund. Past the 3-day window or if you've already used the credit, we'll instead apply a **5% goodwill credit** toward your next purchase, automatically.

Subscriptions: cancel anytime from /settings/billing → Manage subscription. Cancellation stops the next billing cycle; you keep access through the period you've already paid for. We don't issue mid-cycle refunds (the proration is built into the cancel-anytime model).

Audit pipeline failures: if Audra fails to produce a complete report (OCR error, pipeline timeout, etc.), failed runs never consume credits. Just retry — no refund needed.

Audra doesn't use passwords. We send a one-time sign-in link to your email — click it to sign in. If you can't access that email anymore, set up a backup email in Settings → Security so you have a fallback, then use the "Lost access to your email?" link on the login page.

Yes. Settings → Security → Two-factor authentication lets you set up TOTP (Google Authenticator, 1Password, Authy, Bitwarden, etc.). Once enabled, every sign-in requires both the magic link AND a 6-digit code from your authenticator app.

Settings → Your data → "Delete account". This soft-deletes your account immediately and schedules a permanent hard-delete 30 days later. If you sign back in within those 30 days, you can restore your account in one click — nothing is lost. After 30 days the data is unrecoverable.

Yes. Settings → Your data → "Export my data" downloads a single JSON file containing your profile, every audit report, every appeal letter, your subscriptions, credits, support tickets, and notification preferences. There's also a CSV export of just your audits (for accountants / HSA admins) and per-year tax bundles available from the /audits page.

Every uploaded bill is encrypted ON YOUR DEVICE before it ever leaves your browser or app. We use AES-256-GCM with a per-bill key that's then wrapped (envelope-encrypted) with a master key held only on our server. The plaintext bill never touches our storage in unencrypted form.

When the audit pipeline needs to process the bill, it decrypts in a short-lived worker, runs the analysis, and discards the plaintext immediately. Findings and reports are stored encrypted at rest in our database (Supabase + Postgres TDE).

No. Audra is not a covered entity under HIPAA, but we operate as if we were — your PHI is never sold, shared with advertisers, or used to train external models. The only third parties that ever see your bill content are our infrastructure providers (Supabase for encrypted storage, AWS Textract for OCR with PHI-safe configuration, Anthropic Claude with zero-retention contracts for AI analysis).

We publish our subprocessor list in our Privacy Policy and notify users in advance if it changes.