01Do I need a separate account for each Fastclinic product?+
No. One FastLogin identity is the only account you ever create. Whether you use Doorcta for a consultation today and OneHealth for records tomorrow, you sign in with the same email or phone number, the same passkey or TOTP code. The products see your verified identity through OAuth2 / OIDC; they never see your password or your MFA secret.
02What if I lose my phone?+
You sign in on another device with your password and TOTP code, then enrol a new passkey for the new device. If you've also lost the device with your authenticator app, you use one of the backup recovery codes you saved during MFA setup. Each backup code is single-use. Once you're back in, you re-enrol both factors and revoke the lost device's session from the active-sessions page.
03How long am I signed in?+
Each access token lasts fifteen minutes; the refresh token behind it lasts twenty-four hours and rotates on every use. In practice this means you stay signed in for a working day across products, but if a refresh token leaks, the rotation makes it useless within minutes. Sensitive actions can also require an AAL2 step-up, where you prove a passkey or TOTP code again even mid-session.
04Can I sign in with my phone number instead of my email?+
Yes. The Kratos identity schema allows either as a credential identifier. You verify both during registration; on sign-in, you can lead with whichever is convenient. The OAuth2 consent screen will show you which scopes the requesting app wants — including phone-number access — so you always know what's being shared. The Nigerian carrier OTP delivery is rate-limited and SMS-fraud monitored; if your network is on the throttled list, the email OTP becomes the primary channel automatically without you having to do anything.
05What is the audit feed for?+
Two things. First, your own visibility: if you suspect someone signed in as you, the feed will show the IP, device, and time. Second, the audit feed feeds compliance: the FastLogin events are hashed into the chain, exported daily to write-once storage, and retained for seven years per NDPA 2023 records-of-processing obligations. You can request a full export of your record at any time through the data-subject access path.
06Is my biometric stored anywhere?+
No. Passkeys never leave your device — the operating system stores the private key locally in secure hardware, and FastLogin only ever sees the public key. The Didit liveness selfie is sent to Didit for the verification check, retained on Didit's side for thirty days, and purged on our side within twenty-four hours of a result. We are not in the biometric-storage business and we do not want to be.
07What does NDPA 2023 mean for me?+
It means Fastclinic Limited is registered as a data controller in Nigeria, processes your data under named lawful bases including your consent and our contract with you, and gives you concrete rights — to access, to correct, to delete, to a copy, and to know who your data was shared with. The legal section spells out how to exercise each one and the SLA we hold ourselves to. The data-processing record is updated alongside every product release that touches a new dataset, so the record is current rather than aspirational. NDPA 2023 §25 also establishes lawful bases beyond consent — contract performance, legal obligation, legitimate interest — which is how we keep providing service even when consent for a non-essential scope is revoked. The legal team publishes the readable plain-language version of the data-processing record on the trust page; the formal version is filed where regulators need it.
08What if my MFA prompt loops or fails?+
Use the backup recovery code path. Each code is eight characters long and single-use. If you've used them all, the recovery flow asks for proof of identity matching what you registered with — your phone or email plus a recent transaction or audit event we can confirm. The recovery handler is rate-limited to ten attempts per identifier per fifteen-minute window so an attacker cannot brute-force it.
09Can I pause or close my Fastclinic account?+
Yes. The settings page has a deactivate-and-delete flow that suspends sign-in immediately and triggers a forty-eight-hour cool-off before permanent deletion. After deletion, the audit log retains the bare audit trail for the seven-year retention but no active personal data. Closing your Fastclinic account closes you out of every product the same way — that is the cost of one identity.
10Why should I trust FastLogin with my phone and email?+
Because the alternative — a separate login per Nigerian healthcare app — already has your phone and email scattered across systems with worse audit trails and no consent ledger. We hold one set of credentials, behind phishing-resistant MFA, in a region we operate, with a hash-chained audit record. The data-processing record names every place data goes. If you don't trust us with that, the trust page lists every assurance and the legal section sets out the controller obligations.
11What happens to my Doorcta and OneHealth data if I delete my Fastclinic account?+
Account deletion triggers a forty-eight-hour cool-off window during which sign-in is disabled but no destructive action runs. After cool-off, your Fastclinic identity is permanently removed and Hydra revokes every refresh token tied to it. The product-side data follows each product's own retention rules: Doorcta consultation records are retained per the medical-records retention obligation; OneHealth records remain accessible through the data-subject access pipeline; FastCredits balances are returned per the wallet terms. The audit chain retains the bare authentication events for the seven-year window without your personal data attached. We do not retain the credentials, the MFA secrets, or the KYC artefacts past the deletion event.
12Can I share my Fastclinic account with a family member?+
No. Each Fastclinic account is one verified person. The KYC, the audit chain, the consent ledger — all of it depends on a one-to-one mapping between the credential and the human behind it. If your spouse or parent needs access to a Fastclinic product, they create their own account with their own phone, email, MFA, and KYC. Account-sharing would break the audit chain at the user level — you couldn't prove which of you accessed a record on a given day. For dependents like minors, the patient-consent lifecycle in OneHealth is the right primitive: an authorised guardian can be granted scoped access to a dependent's record without sharing the dependent's account.
13How do I change my phone number after registration?+
From the settings page, request a phone-number change. We send a one-time code to the new number, you enter it, and we send a notification to the old number plus your registered email warning that the change happened. The change is rate-limited to once per twenty-four hours per identifier and is logged as a sensitive event in the audit chain. If your phone has been stolen and you cannot receive the notification, the recovery flow uses your backup recovery codes plus the email channel; if both are inaccessible, the manual recovery path takes about forty-eight hours and requires proof of identity matching the original registration.