General

  • What are your hours of operation?

    98point6 is available 7 days a week. Our hours Monday through Friday are 6AM to 11PM PT. Our Saturday and Sunday hours are 8AM to 6PM PT.

  • Can I use 98point6 for emergencies?

    98point6 is not for emergencies. This service does not address life-threatening conditions. If you’re experiencing an emergency, please call 9-1-1.

  • Where is your service available?

    Our service is currently available in California, Colorado, Connecticut, Florida, Illinois, Maryland, Michigan, New Jersey, New York, Ohio, Oregon, Pennsylvania, Texas and Washington state. Please note you must be physically present in one of these states at the time you use our service. We expect to be operating in other states soon. Check back frequentlyas we add other states, we’ll include them here.

  • Who are your doctors?

    Our service is staffed by carefully selected, board-certified physicians who are passionate about making primary care more accessible and affordable. Our doctors are all U.S.-based, board-certified internal and family medicine doctors and have been specially trained to treat and diagnose via in-app text-based care. They’ll listen carefully to your health concerns to offer high-quality, personalized treatment. To meet some of our doctors, check out our doctor bios here.

  • Who can use the service?

    Anyone over the age of 18 who is located in one of our supported states at the time of the visit can use the 98point6 service.

  • What can I use 98point6 for?

    You can use 98point6 as a comprehensive service for a wide range of issues. We see the whole spectrum of primary care medicine and address acute care as well as ongoing health management. Our board-certified physicians can answer questions, diagnose and treat acute and chronic illnesses, outline care options and order any necessary prescriptions or lab tests. If we are unable to offer treatment, we will refer you to an in-person primary care physician or specialist.

    98point6 is not for emergencies. This service does not address life-threatening conditions. If you’re experiencing an emergency, please call 9-1-1.

  • How much does 98point6 cost?

    We offer two types of subscriptions: a personal plan and an employer-sponsored plan. For personal plans, 98point6 is offering an introductory subscription of $20 for the first year of service and $120 for year two and beyond. That’s unlimited access to care with no usage fees. Insurance is not billed or used. (See our User Agreement for more details). Employer-sponsored plans offer 98point6 access at low/no cost to employees and their 18+ dependents. For specifics, please check with your employer.

  • Do I have to be sick to use 98point6?

    Not at all. We’re a new way to get primary careincluding getting immediate answers to health-related questions or guidance and treatment for any medical condition, all from board-certified physicians. And by signing up today, you’ll be ready to go the next time you aren’t feeling well or have a health question. We’re here for you in sickness and in health, delivering ongoing care when you need it.

  • How do I create an account?

    All you need to create an account and sign in to 98point6 is a mobile phone number. Your mobile number serves as your account number and best of all, there’s no password to remember. After entering your mobile number, we’ll send you a text to confirm it’s you. (Message and data rates may apply.) After entering your unique pin, you’ll be able to choose between a personal subscription plan or an employer-sponsored plan. For the best 98point6 experience, we recommend downloading our app from the Apple App Store or Google Play.

  • What does a 98point6 visit look like?

    Once you sign in to 98point6, you will enter some basic information about yourself and answer a few questions about why you’re seeking care. A doctor will then join the text-based visit to understand your situation, answer any health questions you may have and assess your symptoms to arrive at a diagnosis. For skin conditions, rashes and some other symptoms, the doctor may ask you to send a picture. The doctor may also engage in a brief video visit to better assess your concern. The doctor will explain your diagnosis and treatment plan, giving you all the time you need to ask additional questions. Your care plan will be available shortly after your visit and any necessary prescriptions or labs will be sent to your preferred pharmacy or nearest LabCorp or Quest Diagnostics location.

  • Do I need to schedule an appointment?

    No appointments necessary. Just sign in to the app and start a visit. It’s immediate care when you need it and from wherever you are.

  • How can I access 98point6?

    For the best experience, we recommend downloading our app from the Apple App Store or Google Play. You can also access 98point6 from a web browser; we support recent versions of Chrome, Safari, Firefox and Microsoft Edge. Wherever life takes you—from the backseat of a cab to lounging on your couch or sitting at your desk, 98point6 is there.

  • What are some common conditions you treat?

    Our board-certified physicians can treat the whole spectrum of primary care medicine. We can answer questions, diagnose and treat acute and chronic illnesses, outline care options and order any necessary prescriptions or lab tests. If we are unable to offer treatment, we will refer you to an in-person primary care physician or specialist. Our physicians can:

    • Answer any medical question you have (no question is too large or small)
    • Order prescriptions and laboratory tests
    • Help manage chronic conditions like asthma
    • Discuss medications, including side effects
    • Discuss birth control options
    • Determine if you need to go to urgent or emergency care
    • Explain emergency room or urgent care follow-up instructions

    98point6 is not for emergencies. This service does not address life-threatening conditions. If you’re experiencing an emergency, please call 9-1-1. Conditions we treat include, but are not limited to, the following:

    • Acne
    • Acid reflux
    • Allergies
    • Asthma
    • Back problems
    • Bronchitis
    • Cholesterol problems
    • Cold sores
    • Colds
    • Coughs
    • Diabetes
    • Diarrhea
    • Eczema
    • Eye infections
    • Flu
    • Fungal infections
    • General health questions
    • Hoarseness/laryngitis
    • High blood pressure/hypertension
    • Insect bites
    • Insomnia
    • Nasal congestion
    • Nutrition
    • Other non-emergency illnesses
    • Pink eye
    • Rashes
    • Ringing in the ears
    • Runny nose
    • Sinus problems
    • Sleep issues
    • Sore throats
    • Styes
    • Sunburns
    • Sexually transmitted infections (STIs)
    • Urinary tract infections (UTIs)
  • Can your doctors write prescriptions?

    Yes, our doctors can prescribe medication when appropriate. In your initial visit, you’ll be asked to add your local pharmacy to your profile; make sure to complete this step. If a physician decides a prescription is part of your treatment plan, we’ll send it to your preferred pharmacy at the end of your visit.

    Please note that we do not prescribe controlled substances (such as opioids) or lifestyle medications (such as Viagra and Propecia).

  • How do I get a prescription refill?

    When appropriate, 98point6 may provide prescription refills. To request a refill, start a visit with 98point6 and let the doctor know what medication you need. If the prescription you are looking to refill was initially prescribed by 98point6, we will have it on file. If your medication was prescribed elsewhere, have the information ready during your visit.

  • Can lab tests be ordered through 98point6?

    Yes. If the 98point6 physician decides lab work is necessary, he or she will order a lab test. Once ordered, simply visit a nearby LabCorp or Quest Diagnostics location and when your results are ready, you’ll receive a call from a 98point6 physician to walk you through them.

  • Can multiple conditions be covered in one visit?

    Yes, absolutely. You can ask as many questions as you need and discuss a variety of conditions in a single 98point6 visit—minus worries about additional charges or making a separate appointment.

  • Should I still have a PCP?

    Yes! Your primary care provider plays an important role in your overall health. 98point6 is another way to access primary care and complements in-person care. Our service works alongside your existing care network, improving your access to quality care when you need it.

  • Can I share my visit notes with my PCP?

    Your care plan is your medical information and is always available to you within the app. You can use it to provide reference or detail during your face-to-face visits with your PCP, or to review your care plan and instructions. If you would like your medical record sent to another provider, please download our Medical Request Form and send the completed form, along with a copy of your state-issued ID to support@98point6.com.

  • Is my text-based visit private?

    Yes. We are deeply committed to protecting the confidentiality and privacy of our patients’ personal information. As a medical provider, 98point6 is HIPAA compliant, and we are compliant with privacy and security laws in each state in which we operate. Our applications and cloud services are designed to conform with the latest industry security standards and safeguards for protection of protected health information.

  • Are medical records stored securely?

    Yes. 98point6 has invested heavily in security and the protection of patient data. We’ve established an information security management system based on ISO 27001, the most recognized information security management standard in the world. We also undergo SOC2 audits annually. Protecting privacy and security is more than a technology consideration, it’s a human consideration.

  • How does 98point6 use my personal information?

    98point6 uses your personal information to provide you with the best possible care. If you have additional questions about how we protect your privacy and use your personal information, please read our Privacy Policy and Notice of Privacy Practices.

  • What happens after my visit?

    After your visit, your doctor will create a personalized care plan summarizing your treatment details including any necessary follow-ups, prescriptions or lab tests. Care plans are saved within the app, so you always have access to them.

  • How do I find my care plans?

    Sign in to the 98point6 app. You will see “Care Plans” as one of the options in the main navigation.

  • Are visits text- or video-based?

    Most 98point6 visits are text-based. Our unique mode of care means you can receive diagnosis and treatment discreetly from anywhere—on your terms and right when you need it. 98point6 may utilize video as a component of establishing a patient/doctor relationship. But once your video encounter is complete, you may resume using the text-based service. (With ongoing support for audio, video and photo as needed.)

  • How often can I use the service?

    With your personal subscription plan or employer-sponsored plan, access to 98point6 is unlimited. See our User Agreement for more details.

  • I’ve suffered an injury on the job. Should I start a visit with 98point6?

    98point6 can treat workplace injuries (see conditions we treat) as long as it is not related to a workers’ compensation claim. 98point6 does not currently support work-related injuries covered by workman’s compensation. If you believe you may be eligible for a workman’s compensation claim, please check with your benefits consultant to find out what to do in the event of an on-site injury.

Personal Plan: Subscriptions and Payment

  • How much does 98point6 cost?

    Personal plans use subscription-based pricing and your first year of access comes at a low introductory rate of $20. There are no usage fees and we do not bill insurance. You’ll pay $20 for a full year of unlimited* primary care, less than the copay of one doctor visit (*see our User Agreement for more details). This low introductory rate is only available once and will be associated with your account and phone number. (Please note, only one patient is allowed per account.) After your first year, access to unlimited primary care is available for a nominal annual fee of $120.

  • Who can use my subscription?

    98point6 is a personal service. If you have family members who would like to use 98point6, they absolutely can! They’ll each need a unique phone number to create an account and select a subscription plan.

  • What does my active 98point6 subscription cover?

    Your active 98point6 subscription entitles you to primary care discreetly from anywhere, on your terms and right when you need it. Your annual subscription cost covers unlimited access to our service and visits with our physicians for the given year—no per-visit costs and no copays. 98point6 does not charge any additional fees (please see User Agreement for exceptions) or bill insurance. Patients are responsible for potential outside costs related to each visit, which may include prescriptions, lab costs, over-the-counter medication or referral to an in-person physician.

  • How does this work with insurance?

    98point6 does not accept insurance or coordinate with insurance providers. We offer care through our subscription-based model that is covered in full by your employer-sponsored or personal plan. Insurance can be used for outside-of-visit costs related to your 98point6 visit, such as prescriptions, lab costs, over-the-counter medication or a referral to an in-person physician.

  • I have a personal plan, but now my employer offers 98point6. Can I switch?

    Absolutely! Simply go to your profile and manage your subscription. Select “Check Employer Coverage” and search for your employer. Once found, you can update your subscription and accept your benefit.

  • How do I cancel my subscription?

    We’re sad to see you go, but 98point6 will refund your subscription fee ($20) in full if you have not yet had a visit at any point. Please contact customer service and provide more information about the issue you are experiencing/reason you are requesting a refund.

  • What is your refund policy?

    98point6 will refund your subscription fee in full at any time if you have not yet had a visit. In year two and beyond (after the first-year introductory rate), we will provide prorated refunds based on the date of your last visit and the date of your cancellation request. Refunds will be processed in 5-7 business days.

  • What payment methods do you accept?

    We accept all major credit and debit cards, and we use Stripe to process payments. Please review the Stripe Privacy Policy for more information.

  • What should I do if my credit card is rejected?

    If you’re experiencing issues with payment, you may want to reach out to your credit card company to ensure that there are no issues with your card. If you know your card is active, please reach out to our customer support team and describe your issue so we can help get your payment processed.

  • Is my credit card information secure?

    We use Stripe for processing payments. 98point6 does not store your credit card information. For more information on how Stripe handles your information, please review Stripe’s Privacy Policy.

  • Do I need health insurance?

    You do not need insurance to use 98point6. To access 98point6, you’ll need to sign up for one of our subscription plans which covers the cost of every 98point6 visit. If your treatment plan includes a prescription, a referral or labs, you can use insurance to pay for those additional expenses, but 98point6 will never bill your insurance.  

Employer-Sponsored Plan: Subscriptions and Payment

  • How much is an employer-sponsored subscription?

    Employer-sponsored plans offer 98point6 access at low/no cost to employees and their 18+ dependents. For specifics, please check with your employer.

  • Can my dependents use it?

    If your family member is over the age of 18 and a covered dependent on your employer-sponsored benefits, they can sign up for their own 98point6 account. They should download the app, choose the employer-sponsored path and search for the relevant employer.

  • I can’t find my company in the employer list. Now what?

    Please double-check with your employer that 98point6 is a covered benefit. If we are covered and you are still experiencing issues, please reach out to our customer support team through our contact us form. A support representative will be in touch to help resolve your issue.

  • Will my employer see my medical information?

    No. Your privacy is extremely important to us and our product is built to be HIPAA-compliant. Your employer will never have access to any of your individual 98point6 health data.

  • What happens to my account if I change jobs?

    You may subscribe to a personal plan to continue your 98point6 subscription or add your new employer if they offer 98point6 as part of their benefits package. If your employer does not offer 98point6 and you choose not to subscribe to a personal plan, you will no longer be able to start a 98point6 visit; however, all of the information in your app, including your profile information and care plans, will remain accessible to you. If you switch from one 98point6 plan to another, our customer service team will ensure the seamless transfer of your account information without an interruption in service.

Troubleshooting

  • What happens if I don’t receive a text message with my pin to log in?

    If you didn’t receive a text/SMS message, please check the connectivity of your phone (make sure your data is in range and/or your Wi-Fi is turned on). If you’ve confirmed connectivity and still haven’t received the code, you may request another. Once you receive a code, it’s valid for five minutes before it expires. If you request a second code and still don’t receive anything, please contact us.

  • How does a video visit work?

    Please ensure that you allow the app to access your camera. If you are using your browser on your computer, ensure that the browser does not block the app from using the camera. This will allow you to upload pictures of your injured or affected body area as well as allow the doctor to do a video call if needed.

    If you do not set this up before you request a visit, when the video starts you may be asked to allow access to your camera. If on mobile you may need to go to your devices’ settings and allow the 98point6 app to have microphone and video access.

  • My doctor asked me to establish a video connection, but I’m having technical issues.

    When the video starts you may be asked to allow access to your camera (if not already enabled). If you’re using one of our mobile apps you may need to go to your device settings and allow microphone and video access to the 98point6 app.

  • I need to upload a photo but I cannot.

    First, please check that you have enabled the app to access your camera. If you are using our web application, please ensure that the browser has not blocked the app from using the camera. This will allow you to upload a photo and the doctor to request a video call if needed. If this does not resolve the issue, please contact us.

  • I experienced a bug or technical issue; what should I do?

    We’re sorry to hear that! Please describe your issue via our contact us form. A representative will reach out to you to help resolve the matter.

  • I have a question not listed here in the FAQ. Who do I contact?

    We would love to help. Please describe your issue via our contact us form. A representative will reach out to you to help resolve your issue.