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What is Docturnal Health?
Docturnal Health connects patients across the USA with quality healthcare providers, affordably and without the complexity. We believe telemedicine shouldn't be expensive or hard to access, so we've built a secure, HIPAA-compliant platform that's available right from your desktop browser or no phone. No downloads needed. Our providers are here for you day or night.
Is my information secure?
All visits and health data are protected through a HIPAA-compliant, encrypted portal.
Are virtual therapy consultations included in the membership plans?
No, virtual therapy consultations are not included in any membership plan. However, they're still available on-demand through our portal starting at $79.95 per session.
Is weight loss treatment covered under any membership plan?
Weight loss treatments aren't included in any membership tier. You can still access them on-demand through our portal whenever you're ready.
Can I access hormone therapy treatment through these membership plans?
Hormone therapy treatment is not part of any membership tier. You can request it on-demand through the portal anytime.
Can I use my insurance to pay for my Membership Plan?
We currently don't accept insurance for Membership Plan fees.
However, our plans are priced to be comparable to a typical in-office copay per visit, and often lower, so you get affordable, predictable access to care without relying on insurance.
What plans do you offer?
We offer three Individual Plans: Standard Care, Essential Care, and Family Care.
We also offer three plans for Organizations: Business Essential, Business Pro, and Enterprise plans.
No corporate documentation is required to sign up for a Business or Enterprise plan. Any group, family or organization can choose the plan that best fits their needs, based on consult volume and refill quantities.
What's the difference between the Individual plans?
Consumer plans (Standard Care, Essential Care and Family Care) are built around how many consults and refills you need. No matter which plan you choose, you'll get nationwide access to providers. If you go beyond your plan's allowance, you'll still save 10% on any extra consults or refills.
What's the difference between the plans for Organizations?
No matter your size, our Organization plans are designed to grow with you, from small businesses to companies offering healthcare as part of their benefits package.
Every plan comes with guided onboarding for users, HIPAA-compliant reporting to help HR and management track usage, discounted rates on extra consults and refills, and a dedicated ticketing system for fast support.
Enterprise plan clients receive a dedicated Account Manager as an exclusive benefit.
Can you create a specialized monthly plan that fits an organization's needs?
Yes, Docturnal Health offers custom monthly plans with private pricing tailored to your organization, beyond what's listed in our standard plans. These custom plans can include additional benefits not included even in our Enterprise plan, negotiated to fit your specific needs.
Interested organizations can reach out at 1-888-354-0874 or support@docturnalhealth.com.
Is there a limit to how many consults and refills my organization can use?
Yes. Each subscription plan includes a set number of consults and prescription refills, and usage is capped according to your plan's limits.
For more details on managing consults and refills that exceed your plan limits, see Billing > Managing Consults & Refills in this FAQ.
Does upgrading a plan reset the billing period?
Yes. When you upgrade, your billing period resets and you're charged the full monthly price of the new plan at the time of upgrade.
Do unused consults or refills carry over when I upgrade?
No. Any unused consults or refills from your previous plan expire upon upgrade and do not carry over. Your group or organization will receive a new, fresh set of consult and refill allocation based on the upgraded plan.
Does downgrading a plan reset the billing period?
No. Your billing period stays the same, and the downgraded plan takes effect at the start of your next billing cycle.
Am I charged immediately when I downgrade?
No. There's no immediate charge. You'll be billed the new, lower monthly price when your next billing cycle begins.
Do unused consults or refills carry over when I downgrade?
No. As with all plan changes, unused consults or refills don't carry over to the next billing period or transfer to a new plan.
What is a Max Plan?
Max Plans are custom, tailor-fit plans designed for organizations that need more than what our standard Business plans offer. They include unlimited consults and refills, a Dedicated Account Manager, a priority ticketing dashboard, custom reports, and any additional features your organization requires.
How is a Max Plan different from our Business or Enterprise plans?
Unlike our standard plans, Max Plans are fully customized around your organization's specific needs, including unlimited usage, dedicated support, and features built around what your team actually requires, rather than a fixed set of tiered benefits.
How much does a Max Plan cost?
Pricing is negotiated individually based on your organization's needs, size, and desired features. Each Max Plan is built specifically for the organization requesting it.
How do I get a Max Plan for my organization?
Reach out to our team to discuss your needs by phone at 1-888-354-0874 or email at support@docturnalhealth.com.
What's the difference between a Standard User and an Administrator?
A Standard User can use their allocated consults and prescription refills, and update their own password and personal information.
An Administrator has expanded access. They can manage the subscription and billing, add or remove users, view account-level reports, and assign Administrator rights to others.
Who becomes the Administrator for my organization?
The first person who registers under an organization is automatically designated as the Administrator. Administrator rights can later be assigned to another user if needed.
Can an Administrator remove themselves from that role?
Yes, but only after assigning Administrator rights to another user first. Every organization must always have at least one active Administrator.
Can there be more than one Administrator?
Yes. Administrators can add other Administrators as needed for their organization.
What can both Administrators and Standard Users do?
Both Administrators and Standard Users can:
- reset their password
- personalize their profile
- access the Appointment Portal for consults and refills
- view their consult/refill usage for the current cycle
- raise tickets for support
What can Administrators do that Standard Users can't?
Administrators can:
- manage subscription plans and billing
- change the payment method
- upgrade or downgrade the subscription plan
- terminate the subscription
- add or remove users
- approve or deny requests for consults/refills beyond the plan limit
- download reports
- rename the organization
Is my consult and prescription activity visible to my organization's Administrator?
Your activity is included in organizational usage reports, but all user-specific details are masked in compliance with HIPAA. Your individual health information stays private.
How do I book a consult or request a prescription refill?
Once logged in, go to the Appointment Portal. You'll be asked whether you'd like to schedule a Consult or request a Prescription Refill, then guided through the relevant steps.
For more details, check out the FAQs for Telemedicine at: https://dev.docturnalhealth.com/faq
How do I schedule a consult?
You can choose between two options:
Find Doctor - where you select a provider by specialty and then pick an available time slot
Find Time - where you first choose your preferred time and then select a provider available during that slot
For more details, check out the FAQs for Telemedicine at: https://dev.docturnalhealth.com/faq
How do I request a prescription refill?
Use Find Pharmacy to locate a pharmacy by city, ZIP code, or an interactive GPS-based map.
You'll select the Prescription Refill appointment type and choose your pharmacy the first time you use the feature. After that, it's saved for future refills. You'll only need to update it if you want to change your pharmacy location.
For more details, check out the FAQs for Telemedicine at: https://dev.docturnalhealth.com/faq
Are virtual therapy consultations included in the membership plan?
No, virtual therapy consultations are not included in any membership plan. They're billed separately from your plan.
For more details, check out the FAQs for Telemedicine at: https://dev.docturnalhealth.com/faq
Can I still book a virtual therapy session?
Yes. You can still book a virtual therapy consultation through the portal. It's just billed as a separate, on-demand fee rather than included in your plan. Pricing starts at $79.95 per session.
For more details, check out the FAQs for Telemedicine at: https://dev.docturnalhealth.com/faq
Can I still book a hormone therapy session?
Even though hormone therapy is not part of any membership plan, you're still welcome to book a session anytime through the portal. It's simply billed as a separate, on-demand fee.
For more details, check out the FAQs for Telemedicine at: https://dev.docturnalhealth.com/faq
Is weight loss treatment still available if it is not in my plan?
Weight loss treatment isn't included in membership coverage, but you can still request it through the portal. It will be charged individually as a pay-per-visit service.
For more details, check out the FAQs for Telemedicine at: https://dev.docturnalhealth.com/faq
When does my billing period start and renew?
Your billing period begins as soon as your payment is confirmed, and renews on the same calendar day and time each month. For example, if your subscription starts on January 31, it will renew on February 28, March 31, April 30, and so on.
What happens if my renewal date doesn't exist in a shorter month?
If your billing date falls on a day that doesn't exist in a given month (like the 31st), your plan will renew on the last day of that month instead, at the same time.
By when do I need to cancel or downgrade my plan?
Cancellations and downgrades must be completed before the start of your next billing period to take effect at that renewal. If completed after your billing period has already started, the change will apply to the following cycle instead.
Does upgrading affect my billing date?
Yes. Unlike cancellations and downgrades, upgrading your plan immediately resets your billing period, starting a new monthly cycle from the moment of the upgrade.
Will I be notified before we reach our limit?
Yes. All Administrators receive an email notification and a portal alert once your organization is within one consult and/or one refill of reaching the included limit.
What happens once we reach the limit?
Once your plan's included consults or refills are used up, additional ones are billed at a one-time fee rate. This rate is automatically discounted based on your organization's subscription tier.
Can Standard Users use consults and refills after the limit is reached?
Standard Users can still request consults and refills once the limit is reached, but each request may require Administrator approval before proceeding under one-time fee billing. Approval workflows may vary by group or organization, so check with your Administrator for specifics.
Can our organization customize how consult/refill approvals work?
Yes. During onboarding, the Administrator can configure how requests for consults and refills exceeding the plan limit are handled for Standard Users.
Administrators can set up their preferred approval flow, such as:
- Require Administrator approval for every request beyond the plan limit.
- Auto-approve requests up to a set number of consults or refills, with approval required beyond that.
Can this approval flow setup be changed after onboarding?
Yes, Administrators can adjust the approval flow at any time from the dashboard, not just during initial onboarding. Reach out to our Support team by raising a ticket for assistance.
When am I charged for a consult or refill booked under one-time fee pricing?
Your group or organization's registered payment method is charged immediately after each consult or refill is successfully booked under one-time fee pricing. This rate is automatically discounted based on your organization's subscription tier.
Is there a limit to how many one-time fee transactions we can make?
No. There's no cap on the number of consults or refills that can be booked at the one-time fee rate, as long as each request has Administrator approval, or the Administrator has enabled this access from the dashboard.
Do all one-time fee bookings go through automatically?
Standard Users can only proceed if the Administrator has either enabled general access to excess consults/refills, or approved that specific request.
What payment method is used when I first sign up for a plan?
Your initial payment method is the credit card you use to complete payment through Stripe when selecting a plan for the first time.
Can I change my payment method later?
Yes. Once you've completed onboarding, you can update your payment method at any time from your account settings.
Can I get a refund if I cancel my plan?
No, refunds cannot be processed. We recommend canceling before your renewal date to avoid being charged for the next billing cycle.
How do I know when my plan renews?
Your renewal date is shown on your dashboard, so you can plan ahead and cancel in time if needed.
What if I want to upgrade or downgrade instead of canceling?
See Plans & Pricing > Plan Upgrade & Downgrade in this FAQ for details on how that works.
How do I submit a support ticket?
Log in to the portal and go to the Support section. Select the type of support you need: "Assistance Needed", "Inquiry/Question", or "Feedback/Suggestion".
Add a description of your request, and optionally attach a screenshot for extra context. Then click Submit.
Who can submit a support ticket?
Any registered and logged-in user ("Administrator" or "Standard User") can access the Support section and submit a ticket.
Do I need to fill in my name and email every time?
No. Your name and registered email are automatically included on the form and can't be edited, so you just need to fill in the details of your request.
What happens after I submit a ticket?
You'll receive an acknowledgment email at your registered address with a reference number. This reference number becomes your official ticket number. Your ticket is then reviewed by our support team.
Is the screenshot upload required?
No, it's optional. You can attach a screenshot if it helps explain your issue, but it's not required to submit a ticket.
How will I know the status of my ticket?
You can track your ticket's status directly in the portal. Here's what each status means:
New - Your ticket has just been created and is awaiting review.
In Progress - Docturnal Health is actively reviewing your request.
Awaiting Client Confirmation - We've shared our findings and are waiting on your feedback via email.
Resolved - Your issue has been closed.
Note that only the ticket status is shown in the portal. The full conversation history is available via email, where our team will continue to communicate with you as your ticket progresses.
How will Docturnal communicate with me about my ticket?
For most plans, all communication is handled by email only. This keeps a clear, traceable record of your request from start to resolution.
Enterprise and select Max clients also have a dedicated Account Manager who tracks tickets on their behalf, ensuring priority handling ahead of standard support timelines.
How do I know when my issue is resolved?
Once our team provides a resolution, we'll ask you to confirm via email that the issue has been solved to your satisfaction. Your ticket is officially closed once we receive that confirmation.
Can I check my ticket history in the portal?
The portal shows your ticket's current status: "New", "In Progress", "Awaiting Client Confirmation", or "Resolved". But full conversation history isn't displayed there. For now, all correspondence is available via email, and we may add in-portal history in a future update.
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Disclaimer: The service provides online health-related services by arranging for video or telephone medical consultations with a licensed physician, providing electronic medical record storage, and other related products and services. Docturnal does not in any way provide medical services of any kind. Docturnal's business is exclusively providing referrals for the services. If your issue is an emergency, call 911 or go to your nearest emergency room. Docturnal does not offer emergency services
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