MyHEP logo

Support & FAQs

MyHEP logo

Support & FAQs

MyHEP logo

Support & FAQs

App/Login Concerns 

Subscribers are sent a welcome email immediately upon enrollment. Please make certain you check your junk and promotional email folders. A member of our care team will reach out within 24 hours of enrollment. Contact myhep@ptgenie.com if it has been 24 hours since you completed the enrollment form and submitted payment.

Once you have downloaded the MyHEP app from the app store, you can use the username and password credentials sent from our care team at myhep@ptgenie.com. This email should be in the email inbox. 

Click “Forgot Password” from the MyHEP app login screen. Type the same email you used when first receiving your login information and press “Get code”. In a few minutes, you will receive an email with a 6-digit code. If you do not receive it within an hour, check your junk/spam folder. Once received, check type the 6-digit code in the app screen and press “confirm”. The next screen allows you to reset your password. The new 8-digit password will need to have at least one number, one capital letter and one special character.  

Contact myhep@ptgenie.com with any questions about your app functionality.

Secure in app messaging is available 24/7 and you expect a response from your care team within two days. In case of a medical emergency, please call 911.

Telehealth Appointments 

To reschedule an appointment, please email myhep@ptgenie.com using your account email address. Subscribers are asked to provide a minimum of 24-hour notice when rescheduling if possible. 

 

Readings will be available to your care team Monday through Friday from 8am–5pm and will only be reviewed periodically during those times. Readings will be discussed during your telehealth visits with your care team. If you have any concerns related to your readings or your health, it is your responsibility to contact your health care provider directly or contact emergency services.

Subscription Services 

Contact myhep@ptgenie.com with any questions about your subscription. The $99 monthly payment is for future services even if telehealth appointments are forfeited, missed, or canceled for any reason. There is no refund, rebate, or credit. 

To cancel your subscription, please contact myhep@ptgenie.com using your account email. Subscriptions can be canceled at any time BEFORE the start of the next four-week cycle.

If your question was not answered here or you have a general inquiry, please contact myhep@ptgenie.com or fill out the form below.

Name(Required)

App/Login Concerns 

Subscribers are sent a welcome email immediately upon enrollment. Please make certain you check your junk and promotional email folders. A member of our care team will reach out within 24 hours of enrollment. Contact myhep@ptgenie.com if it has been 24 hours since you completed the enrollment form and submitted payment.

Once you have downloaded the MyHEP app from the app store, you can use the username and password credentials sent from our care team at myhep@ptgenie.com. This email should be in the email inbox. 

Click “Forgot Password” from the MyHEP app login screen. Type the same email you used when first receiving your login information and press “Get code”. In a few minutes, you will receive an email with a 6-digit code. If you do not receive it within an hour, check your junk/spam folder. Once received, check type the 6-digit code in the app screen and press “confirm”. The next screen allows you to reset your password. The new 8-digit password will need to have at least one number, one capital letter and one special character.  

Contact myhep@ptgenie.com with any questions about your app functionality.

Secure in app messaging is available 24/7 and you expect a response from your care team within two days. In case of a medical emergency, please call 911.

Telehealth Appointments 

To reschedule an appointment, please email myhep@ptgenie.com using your account email address. Subscribers are asked to provide a minimum of 24-hour notice when rescheduling if possible. 

 

Readings will be available to your care team Monday through Friday from 8am–5pm and will only be reviewed periodically during those times. Readings will be discussed during your telehealth visits with your care team. If you have any concerns related to your readings or your health, it is your responsibility to contact your health care provider directly or contact emergency services.

Subscription Services 

Contact myhep@ptgenie.com with any questions about your subscription. The $99 monthly payment is for future services even if telehealth appointments are forfeited, missed, or canceled for any reason. There is no refund, rebate, or credit. 

To cancel your subscription, please contact myhep@ptgenie.com using your account email. Subscriptions can be canceled at any time BEFORE the start of the next four-week cycle.

If your question was not answered here or you have a general inquiry, please contact myhep@ptgenie.com or fill out the form below.

Name(Required)