What should I do if I haven't received a response to my email?
Please don't email the old Help Desk, as we no longer run that service. With the increase in demand due to government restrictions on access to gender-affirming healthcare, we were no longer able to provide quality personalised answers or consistent service to the many people emailing us.
To standardise our answers and information, and to help as many people as possible most expediently, we have centralised answers to common questions into a Knowledge Base and FAQS.
We also have Quick Chat sessions available with Advisors who are on hand to support you with your queries.
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Why haven't I received my Treatment Recommendation yet? What went wrong?
If you haven’t received your Treatment Recommendation yet, it could be because of one of the following reasons: For Enrolling Members If you're in the process of enrolling, you need to have your Information Gathering Session (IGS) first. Then, we ...
Why have I received an email to say I haven't paid fees when I have?
If your subscription is active, make sure you provide the correct email address associated with your subscription. If you used Apple Pay or someone else’s debit card, the email address associated with that payment method may be different than the one ...
What if I haven't receive my prescription token email?
If you haven't received an email with your prescription token, please check your spam or junk folder. If it’s not there, contact the relevant pharmacy directly.
Why did I get an email saying my prescription is cancelled?
If updates are needed in your prescription details such as your name, date of birth, or medication items when it's sent to the doctor for review and signing, it will be cancelled. However, rest assured that a new prescription will be created ...
Why have I received a Treatment Recommendation but not a prescription? What happened?
When you submit the form, you're asked whether you'd like a prescription. If you only tick the box saying you want a Treatment Recommendation and you don't ask for a referral to an independent prescriber, you won’t receive a prescription.