Support

Contact us

We’re here to help with anything to do with the Afya Hub app or web portal. The fastest way to reach us is by e-mail — please include the phone number registered to your account (never your password) so we can find you quickly.

• E-mail: info@macwishmedicalcentre.co.tz
• Website: www.macwishmedicalcentre.co.tz
• In person: MacWish Medical Centre Information Desk, Mwanza, Tanzania.

We aim to respond to support e-mails within 2 business days, and to data-protection requests within 30 days.

In an emergency

Afya Hub is not an emergency service. If you or someone else is experiencing a medical emergency, call your local emergency services or go to the nearest hospital immediately. Do not wait for a response through the app.

Getting started

• Create an account: register with your Tanzanian mobile number and a password, then complete your profile (name, date of birth, gender, location and language). Choose English or Kiswahili at any time.
• Sign in faster: after your first login you can enable fingerprint or Face ID on the mobile app so you don’t have to type your password each time.
• Can’t sign in? Make sure you’re using the phone number you registered with. If you’ve forgotten your password or changed your number, e-mail us and we’ll help you recover access.

Common questions

Appointments

• Book an in-person or video appointment from the Appointments tab, or just chat to Dorah, our AI appointment assistant, who can find a doctor and book for you.
• View, reschedule or cancel an upcoming visit from the appointment detail screen.

Teleconsultation (video care)

• For the best call quality, use a stable Wi-Fi or mobile-data connection and allow the app access to your camera and microphone when prompted.
• If a call drops, reopen the app — your doctor can ring you again, and the incoming call alert will appear wherever you are in the app.

AI assistants — Dorah & Nyamizi

• Dorah helps you find doctors and manage appointments. Nyamizi helps you understand your vital signs and symptoms.
• Both provide general information only and are not a substitute for professional medical advice, diagnosis or treatment. Always confirm with your clinician.

Your health record

• See your recorded vital signs and their trends over time, and view the clinical profile your care team keeps for you (allergies, conditions, medications).
• Your clinical profile is editable only by authorised clinical staff; you can view it any time in read-only mode.

Care plans, bundles & vouchers

• Care plans (Family Care, NCD Care, Home Visit) and message or teleconsultation bundles are arranged with MacWish Medical Centre. You can learn about each option in the app, then enrol or top up at the Centre’s Information Desk.
• Once a bundle is active on your account, you can view and redeem it in the app. If a balance looks wrong, e-mail us with your registered phone number and we’ll review it.

Notifications

• Afya Hub sends appointment reminders and incoming-call alerts. If you’re not receiving them, check that notifications are enabled for Afya Hub in your device’s system settings.

Managing or deleting your account

You can update your profile at any time from Settings in the Afya Hub mobile app. If you would rather close your account altogether, you can delete it yourself from inside the app — you do not need to contact us first.

What is deleted, and what we must keep

• Deleted permanently: your sign-in credentials, your profile details (name, date of birth, gender, location, language, profile photo), your family-membership links, your chat history with our AI assistants, and your device push-notification registrations.
• Retained: clinical records of care you actually received, and payment records, for the minimum period required by Tanzanian law and professional medical-records obligations. These are held under the Centre’s clinical record system, are no longer linked to an active app account, and are described in section “How long we keep your data” of our Privacy Policy.

Deleting your Afya Hub account does not cancel any care plan or bundle you have paid for at the Centre; speak to the Information Desk if you also want those closed.

Privacy & security

Your data is encrypted and hosted in Tanzania at the National Internet Data Centre (NIDC), in line with the Tanzania Data Protection Act. For full details on what we collect and how we protect it, and the terms that govern your use of the service, see our Privacy Policy and Terms & Conditions.

Report a problem or give feedback

Found a bug, or have an idea to make Afya Hub better? E-mail info@macwishmedicalcentre.co.tz with a short description and, if you can, a screenshot and the device you’re using (for example, “iPhone 14, iOS 18” or “Samsung A15, Android 14”). It helps us fix things faster.