Support· help center
How can we help?
Straight answers, organized by what you're doing. Anything involving your health data happens in the secure portal — this page stays general on purpose.
Getting started
Visits, evaluations and testing requirements.
4 articles↓
My account & billing
Subscriptions, pausing, canceling, payment, receipts.
4 articles↓
My treatment
Refills, dose changes, side effects, talking to your care team.
3 articles↓
Shipping
Timing, discretion, tracking, what the package looks like.
3 articles↓
Privacy & security
HIPAA, your data rights, how the portal protects PHI.
3 articles↓
Still stuck?
Message us — humans answer, and members get their care team in the portal.
Contact us→
Getting started
What does an online visit cost?
Review the selected offer for visit, treatment and testing costs before you continue. Included services and separately priced items vary by product.
Which treatments need labs first?
Testing requirements depend on the treatment and your clinician's review. Read the selected offer and How It Works.
Can I use labs I already have?
Share outside results through your member portal. Your clinician decides whether they are suitable or additional testing is needed.
What is the Performance Index?
Your health dashboard — the measurement side of the platform. Try the live demo.
My account & billing
How do I cancel a subscription?
Open Plans & subscriptions in your portal and review the service options attached to the product. Cancellation timing depends on its terms. Read the Auto-Renewal Terms.
Can I pause instead of cancel?
Some supplement subscriptions offer pause or skip options. Clinical protocols have their own commitment and care requirements; review your plan or ask your care team.
What payment methods work?
Available payment methods are shown at checkout. Check with your plan administrator about HSA or FSA eligibility.
Where are my receipts?
Check Orders and Documents in your member portal for the receipts available for your purchases.
My treatment
How do refills work?
Your product details show its refill schedule. Prescription renewals may require additional review, testing or an appointment.
I'm having side effects — what do I do?
Message your care team from the portal — flagged messages get clinical priority. For anything severe or alarming, seek immediate care or call 911 first.
Can my protocol change?
Your clinician may adjust the plan after reviewing your progress. Ask your care team about any proposed change.
Shipping
How fast is delivery?
Shipping costs and timing depend on the product and fulfillment status. View the estimate for your order and our Shipping.
Is the packaging discreet?
Packaging depends on the dispensing or fulfillment partner. Contact support if you have a specific delivery concern.
Where's my order?
Open Orders in your portal to see the tracking information available for your shipment.
Privacy & security
Is my health data protected?
Yes — PHI lives only in the HIPAA-secured portal, never on this marketing site. Read the Notice of Privacy Practices.
Do you sell my data?
No. And you can exercise state privacy rights anytime via Your Privacy Choices.
Why do I need MFA?
Follow the security steps shown during sign-in. Contact support if you need help accessing your account.