Two separate channels — here's the difference:
Secure messaging (patient portal): For clinical questions. Dosing questions, side effects, treatment concerns, prescription changes, anything your provider needs to know — this is the right channel. Messages go directly to your care team and are HIPAA-secure.
Chat support (this window): For account, billing, shipping, and platform inquiries. Not monitored by your provider. Not appropriate for clinical questions.
Using the wrong channel slows things down. Clinical questions sent to support chat will be directed to your care team, which adds time.
Response times:
Care team messages are typically reviewed within 4–8 hours during business hours. Urgent clinical concerns should include "URGENT" in your message subject. If you're experiencing a potential adverse event or medical emergency, do not wait for a message response — call 911 or seek emergency care immediately, then notify your provider.
Adverse events — report within 24 hours:
If you experience any suspected side effect, allergic reaction, unexpected symptom, or complication from your medication, you are required to report it to your provider within 24 hours. Send a message through the portal immediately. If symptoms are severe — difficulty breathing, chest pain, severe allergic reaction — call 911 first, then notify your provider.
You can also optionally report adverse events to FDA MedWatch at 1-800-FDA-1088 or at fda.gov/safety/medwatch.
Requesting records:
To request a copy of your medical records, send a message to your care team through the portal. Your provider's practice maintains your clinical records and will fulfill the request in accordance with applicable law.