## Member Support can help with

- account access, login and profile changes
- membership plans, billing questions and cancellations
- finding a provider and booking, moving or cancelling appointments
- pharmacies and re-sending prescriptions
- uploading lab results and records
- class links and replays
- passing your message to your provider or the clinical team

Member Support is available **Monday to Friday, 8 a.m. to 10 p.m. Eastern Time** by chat, at memberservices@goldcare.com, or at **(239) 441-4249**. See [How do I contact support?](https://chatwoot-web-production-8008.up.railway.app/hc/goldcare/articles/how-to-contact-support)

## Member Support can't

- give medical advice, interpret symptoms or lab results, or recommend treatments
- change or approve prescriptions (only your provider can)

We don't have doctors or nurses in chat support. For health questions, **book an appointment** with a provider.

## How to reach your care team

Your provider doesn't reply directly in the app's chat. To get a message to them:

1. Open **Messages** (click your name, top right → **Messages**). See [Messages](https://chatwoot-web-production-8008.up.railway.app/hc/goldcare/articles/messages-member-services)
2. Write your message and mention your **provider's name** and **appointment date**.
3. Our Member Services team passes it to your provider or the clinical team and lets you know.

You can also email **clinicalcoordinator@goldcare.com** for anything that needs to reach the clinical team (for example, documents for your provider). For a new health question, the best route is a [follow-up appointment](https://chatwoot-web-production-8008.up.railway.app/hc/goldcare/articles/how-to-book-appointment).

## Messages you'll receive from us

Emails and texts confirm things you've done (appointment and class bookings) or remind you of things to do (like completing your intake form). We also send **appointment reminder texts 24 hours and 15 minutes** before each visit.

**In an emergency, call 911.**