Question 1

How do I create an account?

Accepted Answer

Open Simple MD and choose a treatment you're interested in. You'll be prompted to create an account with your email and a password before you complete intake. There's no separate signup step — the intake itself sets up your portal.

Question 2

Who can use Simple MD?

Accepted Answer

Adults 18 and over located in a U.S. state where we have a licensed clinician available. Some treatments have additional eligibility requirements (for example, certain conditions or medications may not be appropriate). Eligibility is checked during intake.

Question 3

I forgot my password — how do I reset it?

Accepted Answer

On the sign-in screen, choose "Forgot password" and enter the email on your account. We'll send you a reset link. If it doesn't arrive within a few minutes, check spam, then email care@simple-md.com.

Question 4

Where do I see my visits, prescriptions, and orders?

Accepted Answer

Sign in and you'll land on your patient portal. From there you can view active visits, message your care team, see prescriptions and refill status, track shipments, and manage subscriptions.

Question 5

Does Simple MD work on my phone?

Accepted Answer

Yes — the portal and intake are designed for mobile and desktop browsers. Video visits work on iOS Safari, Android Chrome, and recent desktop browsers. No app install required.

Question 6

What's the difference between an async visit and a video visit?

Accepted Answer

An async (asynchronous) visit is a structured questionnaire your clinician reviews on their own time — usually within one business day. A video visit is a live appointment over secure video. Some treatments require one, some require the other, and some give you a choice.

Question 7

How do I join my video visit?

Accepted Answer

When your appointment time arrives, open the portal and click the green "Join visit" button on your scheduled visit card. You can also join from the visit confirmation email. The visit opens in your browser — no download needed.

Question 8

My camera or microphone isn't working — what should I do?

Accepted Answer

First, check that your browser has permission to use the camera and microphone. In Chrome and Safari you can click the camera icon in the address bar to grant access. Then refresh the page and rejoin. If you're on iOS, make sure Safari (not Chrome) has camera permission in Settings > Safari > Camera. If the issue persists, leave and rejoin the visit — the connection re-negotiates from scratch.

Question 9

I got disconnected — can I rejoin?

Accepted Answer

Yes. Open the portal, find the same visit, and click "Rejoin." Your clinician sees that you disconnected and will be waiting. You won't lose your place in the visit.

Question 10

How do I reschedule or cancel a visit?

Accepted Answer

Open the visit from your portal and choose Reschedule or Cancel. If your visit is within 2 hours, message your care team or email care@simple-md.com so we can free up your clinician's slot.

Question 11

Will the visit be recorded?

Accepted Answer

No. Simple MD video visits are not recorded. Your clinician documents the visit in a written note that's saved to your chart.

Question 12

How are my prescriptions sent to the pharmacy?

Accepted Answer

Once your clinician approves a treatment, the prescription is transmitted electronically to the dispensing pharmacy we use. You don't need to call anything in or take a paper script anywhere.

Question 13

How do I request a refill?

Accepted Answer

Sign in to the portal, open Prescriptions, and choose "Request refill" on the active medication. Your clinician will review and approve (or follow up with questions) — most requests are handled within one business day.

Question 14

When should I request a refill?

Accepted Answer

We recommend requesting a refill when you have about 7 days of medication left. That gives time for clinician review, pharmacy processing, and shipping. If you have fewer than 3 days left, mention it in your request so we can prioritize.

Question 15

Why was my refill denied or held?

Accepted Answer

Refills are sometimes held when your clinician needs more information — for example, an updated weight, a side-effect check, or a recent lab result. You'll see a message in the portal explaining what's needed. Respond there and the refill will be reissued.

Question 16

Can I change pharmacies?

Accepted Answer

Simple MD dispenses through specific partner pharmacies that match your treatment. If you have a question about pharmacy choice, message your care team or email care@simple-md.com.

Question 17

I lost or damaged my medication — what now?

Accepted Answer

Message your care team through the portal and describe what happened. Replacements outside your normal refill cadence are reviewed case-by-case.

Question 18

How is my medication shipped?

Accepted Answer

Orders ship via UPS from our partner pharmacy. Most shipments arrive within 3–5 business days of the prescription being filled. Temperature-sensitive medications ship with cold packaging.

Question 19

Where do I track my shipment?

Accepted Answer

Open the portal and go to Orders. Each shipment shows its current UPS status and a tracking link. You'll also get email updates when the package is shipped and out for delivery.

Question 20

My package hasn't arrived — what should I do?

Accepted Answer

First, check the UPS tracking link in Orders. If the package shows delivered but you don't have it, check with neighbors and any safe drop locations near your door. If it's still missing after 24 hours, email care@simple-md.com with the order number.

Question 21

Can I change my shipping address?

Accepted Answer

Yes, but only before the order ships. Update your address in the portal under your account. If the order is already in transit, contact UPS with the tracking number to redirect, or email care@simple-md.com.

Question 22

My medication arrived damaged or warm — what should I do?

Accepted Answer

Don't use it. Take a photo of the packaging and contents, then email care@simple-md.com with the order number and photos. We'll arrange a replacement.

Question 23

How does billing work right now?

Accepted Answer

Payments are currently arranged directly with the clinic — you'll receive billing information from our team after your visit or with your shipment. The portal will show you a record of what's been charged and what's outstanding.

Question 24

Will I be charged before I see a clinician?

Accepted Answer

No. You only pay after a clinician has reviewed your case and accepted you for treatment. If you're not eligible, you aren't charged.

Question 25

How do I pause or cancel my subscription?

Accepted Answer

Open the portal, go to Subscriptions, and use the Pause or Cancel button on the subscription you want to change. Pausing stops future shipments and charges until you resume. Canceling ends the subscription — you can always start a new one later.

Question 26

What's the difference between pausing and canceling?

Accepted Answer

Pausing keeps your subscription and clinician relationship intact but stops shipments and charges. Canceling ends it entirely. If you're just traveling or want to skip a month, pausing is the right choice.

Question 27

I have a billing question — who do I contact?

Accepted Answer

Email care@simple-md.com with your name, the email on your account, and a brief description. We typically respond within one business day.

Question 28

Is my health information private?

Accepted Answer

Yes. Simple MD treats your information as Protected Health Information (PHI) under HIPAA. Only your care team and authorized staff who need access to provide your care can see it. We never sell your data.

Question 29

Who can see my chart?

Accepted Answer

Your treating clinician, the care coordinators supporting your visits, and the partner pharmacy filling your prescription. Administrative staff have limited access for billing and compliance only.

Question 30

How do I update or delete my information?

Accepted Answer

You can update your contact details, address, and notification preferences from your portal account page. To request deletion of your account or specific records, email care@simple-md.com. Some clinical records must be retained for the period required by state law.

Question 31

How is my data protected?

Accepted Answer

All data is encrypted in transit and at rest. Access is restricted by role, every access is logged, and we follow HIPAA-required safeguards. Video visits use end-to-end encryption between you and your clinician.

Question 32

How do I turn off email or text notifications?

Accepted Answer

Open the portal, go to your notification preferences, and turn off any category you don't want. You can also unsubscribe from any non-essential email using the link at the bottom of the message. Critical safety alerts (for example, a prescription recall) may still be sent.

Question 33

I think someone else accessed my account — what do I do?

Accepted Answer

Change your password immediately from the sign-in page, then email care@simple-md.com so we can review the access log and lock down the account if needed.

Question 34

Tracking your progress

Accepted Answer

Open the patient portal and go to My progress. Use "Log today's weight" to record a new measurement — you can log once per day, and the chart updates immediately with your latest value, your change since starting, and any milestones you've hit. Consistency matters more than perfection: weigh in around the same time of day (mornings, after using the bathroom, before eating, in similar clothes) so the trend reflects real change rather than daily fluctuation. Your care team sees the same chart and uses it during visits and refill reviews.

Question 35

Uploading documents

Accepted Answer

From the patient portal, open My documents and choose a document type (for example, Medical record, Lab result, ID, or Insurance card). PDF, JPG, and PNG files up to 10 MB are accepted; we check the file's contents — not just its name — to make sure it's a real document. After upload you'll see it in your list and a task is automatically created for your care team to review it. They typically review uploaded documents within one business day; you don't need to message us separately to flag it.

Question 36

Your lab results

Accepted Answer

Lab results live in the patient portal under Labs. Each order shows the panel or list of tests, the lab center, and a status: Pending means the lab hasn't returned results yet (or your clinician hasn't reviewed them); Reviewed means a clinician has read the results and added them to your chart. Once reviewed, you can open the order to see each test's value, units, and reference range, with any out-of-range values flagged. If a result needs follow-up, your care team will message you in the portal — you don't need to interpret abnormal values on your own.

How can we help?

Getting started

Visits & video

Prescriptions & refills

Shipping & orders

Billing

Privacy & security

Your health & records

Getting started

Visits & video

Prescriptions & refills

Shipping & orders

Billing

Privacy & security

Your health & records

How can we help?

Getting started

Visits & video

Prescriptions & refills

Shipping & orders

Billing

Privacy & security

Your health & records

👋Getting started

How do I create an account?

Who can use Simple MD?

I forgot my password — how do I reset it?

Where do I see my visits, prescriptions, and orders?

Does Simple MD work on my phone?

🎥Visits & video

What's the difference between an async visit and a video visit?

How do I join my video visit?

My camera or microphone isn't working — what should I do?

I got disconnected — can I rejoin?

How do I reschedule or cancel a visit?

Will the visit be recorded?

💊Prescriptions & refills

How are my prescriptions sent to the pharmacy?

How do I request a refill?

When should I request a refill?

Why was my refill denied or held?

Can I change pharmacies?

I lost or damaged my medication — what now?

📦Shipping & orders

How is my medication shipped?

Where do I track my shipment?

My package hasn't arrived — what should I do?

Can I change my shipping address?

My medication arrived damaged or warm — what should I do?

💳Billing

How does billing work right now?

Will I be charged before I see a clinician?

How do I pause or cancel my subscription?

What's the difference between pausing and canceling?

I have a billing question — who do I contact?

🔒Privacy & security

Is my health information private?

Who can see my chart?

How do I update or delete my information?

How is my data protected?

How do I turn off email or text notifications?

I think someone else accessed my account — what do I do?

📈Your health & records

Tracking your progress

Uploading documents

Your lab results

Getting started

Visits & video

Prescriptions & refills

Shipping & orders

Billing

Privacy & security

Your health & records