Chat support
Use support chat for help with your account, billing, shipping, or the platform.
Your provider does not monitor this chat, so please send clinical questions through the patient portal. If you contact chat support with a clinical concern, we’ll help direct you to your care team, but this may add time to the response.
To help us respond efficiently, please choose one support channel (SMS, email, or chat) and avoid sending the same message through multiple channels at once. Duplicate messages can slow response times for everyone.
Secure messaging through the patient portal
Please use the patient portal for clinical questions or information your provider should know, including:
Medication or dosing questions
Side effects or unexpected symptoms
Treatment concerns
Dosing adjustments
Portal messages are HIPAA-secure and go directly to your care team.
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.
When to expect a response
Care team messages are typically reviewed within 4–8 hours during business hours. For an urgent clinical concern, include “URGENT” in the subject line.
Portal messaging is not an emergency service. If you believe you may be experiencing a medical emergency or serious reaction, call 911 or seek emergency care immediately. You can notify your provider afterward.
Reporting side effects or adverse events
Please notify your provider through the patient portal 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, then notify your provider when you are able.
You may also report adverse events to FDA MedWatch by calling 1-800-FDA-1088 or visiting fda.gov/safety/medwatch.
Requesting medical records
To request a copy of your medical records, send a secure message to your care team through the patient portal. Your provider’s practice maintains your clinical records and will process your request in accordance with applicable law.