FAQs

Certainly! Just reach out to our support team directly on the app in the Support Inbox! We can usually process refills the same day that you reach out.

1. Open the app and go to My Account > Payment to double-check that your payment information is up-to-date
2. Go to My Account > Shipping address to double-check that your shipping information is up-to-date
3. Go to Order History, select your order, and tap Support Inbox to send us a message requesting an early refill.

TIP: To save time, go ahead and let us know that you've confirmed your payment and shipping info!

For prescriptions that were sent to a local pharmacy, reach out to your pharmacy directly to request an early refill!

If you have just submitted your request, you may be eligible to cancel. Please message us right away through the app. If the provider has already reviewed your request for care, we cannot issue a refund.

Due to regulations, we do not accept returned medications. Once an order is shipped it cannot be returned or refunded.

If you have forgotten your password, tap the "Forgot Password?" link on the Login screen and we'll send you an email with a code to reset your password.

Please note, the password reset code email will only be sent if you enter the email address associated with the account. If you have multiple email addresses, you may want to enter your most common email addresses in case your account is associated with another email address.

The email is sent from "no-reply @ plannedparenthooddirect.org" — please be sure to check both your inbox and spam folders.

To update your shipping address:

1. Log in to the app
2. Go to My Account
3. Tap Shipping Address
4. Tap 'Edit' next to SHIPPING ADDRESS
5. Make your changes and tap SAVE

Please note, once an order has processed, the shipping address cannot be changed. Changes made to the shipping address after an order is processed will apply to future orders only. If you need assistance, contact the Support Team in the Support Inbox under Order History.

For prescriptions sent to your local pharmacy, please contact your insurance company directly with any questions about coverage. You should be able to find their phone number on the back of your insurance card.

If you’re using insurance to cover prescriptions sent via mail order delivery (see participating insurance plans and states below), our clinicians will prescribe a brand that is accepted by your insurance plan.

California: Medi-Cal, Family PACT
Washington State: Medicaid
Michigan: Medicaid
Minnesota: Medicaid
Wisconsin: Medicaid​​​​​​

You can book an appointment at your local health center online, usually available within 1-2 days. Walk-in appointments may also be available at some locations.

If you have submitted an online visit in the app and have a medical question, you can send the provider a message in the Clinician Inbox. Go to Order History > Clinician Inbox to connect with your provider. You can expect a response within 1 business day.

If you are unable to log into the app and are receiving the error message that says, "Oh no! It looks like you might already have an account with us. If you are having trouble accessing it, please fill out this customer support form and we can help you." You've likely tried creating a new account, but the email and/or phone number you are trying to use is already associated with an account.

To fix this, answer these questions:

1. Are you using the correct login information? Most often, users are using a different email address than the one used to create the account, but the same phone number. Occasionally, users may make a typo during registration or are trying to use an email address or phone number that's already been used by a loved one to create an app account. If you think that's the case, please see below so that our support team can help update the account information.
2. Is it possible that you used another email address to create the account? If so, you may want to try entering some of your other email accounts. If you've forgotten the password, tap the "Forgot Password?" link and enter the email address you believe to be on file. If you don't receive a password reset email, you may not be entering the email address associated with the account.

The email is sent from "no-reply @ plannedparenthooddirect.org". You can search across your inboxes for that email address.

If you are unsure of or no longer have access to the email address that may be on file, we'd be happy to update the email address on file for the account. In order for us to do this, we'll need you to complete this form or email us at [email protected] and confirm the following information:

1 What was the first and last name associated with the Planned Parenthood Direct app account?
2. What was the date of birth associated with the account?
3. What was the phone number associated with the account?
4. What is the new email address that should be associated with the account?