Messaging support vs. your care team
To help us respond quickly, please send each question once, to one recipient, through one channel (messenger, SMS, or email). Duplicate messages slow response times for everyone.
The messenger in your patient portal is the fastest way to reach us. To open it, click the chat bubble in the corner of the portal or click Message Support. At the bottom of the messenger, choose who your message goes to: Support or Doctor.
Which one should I choose?
Our "Support" team handles your account, billing, shipping, and technical questions about the platform. Support can also share general educational or instructional information about your treatments.
Your provider does not monitor Support messages. If you send a clinical question to Support, we'll route it to your care team, but it may take longer to get an answer.
"Doctor" is for anything your provider should know, including:
Medication or dosing questions, including dose adjustments
Side effects or unexpected symptoms
Treatment concerns
Messages to Doctor are HIPAA-secure and go directly to your care team.
Your provider handles clinical care only. They can't help with billing, refunds, orders, shipping, or account decisions, and they can't review or override a decision made by Support. Questions about which treatments we offer, what they cost, or adding a medication or product to your plan also go to Support first. Support will involve your care team if a clinical review is needed. If you send any of these questions to Doctor, your provider will redirect you to Support, which delays your answer.
When to expect a response
Your care team typically reviews messages within 4–8 hours during business hours. For an urgent clinical concern, start your message with URGENT.
The messenger is not an emergency service. If you think you may be having a medical emergency or a serious reaction, call 911 or get emergency care right away. You can notify your provider afterward.
Sending an attachment to your provider
Attachments work much like they do in a text message or email:
Select Doctor as the recipient.
Tap the + icon beside the message box.
Choose Photos, Videos, Files, or ID.
Add a brief message explaining what you’re sending, then tap the send icon.
Your attachment and message will be sent securely to your care team.
Reporting side effects or adverse events
Message Doctor within 24 hours of any suspected side effect, allergic reaction, unexpected symptom, or medication-related complication.
For severe symptoms, such as difficulty breathing, chest pain, or a severe allergic reaction, call 911 first. Notify your provider when you're able.
You can also report adverse events to FDA MedWatch at 1-800-FDA-1088 or fda.gov/safety/medwatch.
Requesting medical records
To request a copy of your medical records, log into your patient portal first. Then use the below shortcut:
Manage Account > PHI
Our Support team and your care team are here to help, and we ask that all messages stay respectful. We understand that frustrations come up, and we are here to work with you to resolve an issue. Abusive, threatening, or harassing messages won't receive a response and will result in account termination.