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Contact

We answer the way you want us to.

There are three ways to reach us, and we keep them honest. No phone trees. No "your message is important to us." Just real people who read what you sent and reply in writing — usually within a business day.

Members only

Message your clinician

Already a member? Sign in to send a written message directly to the clinician on your chart. They reply in your dashboard, on the record. Most replies arrive within a business day.

Sign in to your portal

Talk to member care

For everything else — billing, shipping, account changes, prospective-member questions — write to us. We don't run a phone tree because we use written records, so nothing gets lost or paraphrased between people.

member-care@mypromise.com

Press & partnerships

For press requests, partnership inquiries, or interview opportunities with our medical leadership, please write directly to our press desk. Include a deadline if you have one — we'll meet it.

press@mypromise.com
Hours & response times

A real human, on the other end.

Member care is staffed Monday through Friday, 8:00 AM to 8:00 PM Eastern Time. Most replies — clinical or operational — arrive within one business day. Some take longer when a clinician needs to consult a record or a pharmacist; we'll tell you when that's happening rather than leave you guessing.

8a–8p ET
Member care hours, Monday through Friday
<1 day
Median time to a written reply on member messages
Frequently asked

What people ask before they write in.

How fast will someone actually reply?
Most member messages get a written reply within one business day. Clinical messages that require a clinician's review can take a little longer — we'll acknowledge receipt the same day and tell you when to expect the substantive answer. Press inquiries are answered as quickly as we can while still being accurate; please include a deadline if you have one.
What should I do in an urgent or emergency situation?
If you are experiencing a medical emergency, call 911 or go to your nearest emergency department. MyPromise is not built for time-critical emergencies. For urgent but non-emergency questions about your protocol, message your clinician through the portal and flag the message as urgent — we route those for same-day clinician review during member-care hours.
What's your refund policy?
Membership fees are billed monthly and not pro-rated; you can cancel in one tap from your dashboard at any time and you won't be charged again. For shipped medication, federal regulations restrict the return of dispensed prescriptions — but if a shipment arrives damaged, late, or not at the correct temperature, member care will replace it at no charge. Write us and we'll make it right.
How do I change my shipping address?
You can update your shipping address from your dashboard at any time before a refill ships. If a refill is already in transit, write member care immediately at member-care@mypromise.com with your member ID and the new address — we'll work with the carrier when possible. Address changes also need to be reflected in your prescription record, which we'll handle on our end.
Can I transfer my prescription to or from another pharmacy?
For prescriptions written by your MyPromise clinician: outbound transfers to a third-party pharmacy can be arranged with member care; some compounded preparations may not be transferable due to the way they're prepared. For prescriptions you're bringing from another telehealth platform or clinic: your MyPromise clinician will review the records and decide whether to continue, adjust, or restart the protocol — so no formal transfer is required.
Ready when you are

A promise is just a plan with a witness.

Take the twelve-minute eligibility review. A licensed clinician will read your intake, recommend a protocol — or tell you honestly that we're not the right fit. Either way, you'll know within a day.

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