Sword Health: AI Care

I began using Sword Health for post-operative recovery following meniscus surgery in December 2025. While the initial experience with the program was positive, the technical reliability of the tablet hardware and the internal support infrastructure is severely lacking. My experience has been marred by persistent logout issues that prevent access to the required program. Despite my technical proficiency and having completed all troubleshooting steps, I am currently unable to log in or scan a QR code to regain access. More concerning is the breakdown in customer service: 1. Ticket Inconsistency: I have had an open support ticket for two weeks. When I provide feedback on the lack of progress, I am cycled to a new agent who lacks the context of my previous, documented attempts to resolve the issue. 2. Support Priorities: It is disheartening to see that the company is capable of responding to public reviews, yet remains unable to resolve the underlying technical defect in their own hardware/software. 3. Disorganized Administration: Today, I received an automated notice informing me that I am being removed from the program due to 'inactivity,' ignoring the fact that I have been actively communicating with your support team regarding my inability to access the app. I am not technically illiterate, nor am I looking for excuses. I am looking for a functional service that meets the standard of care promised. Attempting to navigate this disjointed support system has been a source of unnecessary stress. I strongly recommend the company overhaul their internal ticket management and improve the stability of their login process.

After downloading the app i was informed that I already have an account. It also asked for a password. I never established a sword account. Is this the work of a hacker that has already infiltrated Sword's IT system by using my identity? I'm worried!