Billing & Payments

I was charged twice or don't recognize a charge

Sorry about the confusion. Here's how to sort it out quickly. 1. Check whether it's really a duplicate - A pending charge plus a posted charge for the same amount often means your bank is still processing one payment. The pending one usually drops off within a few days. - Two different amounts on the same day are usually separate parts of your plan (for example, membership and family plan). See Why do I see more than one charge? - An amount a little higher than the price (for example, $17.53 for the $17 membership) includes a small card processing fee. It isn't an extra charge. - An appointment you rescheduled may show a charge and a matching credit, or the tokens may have gone back to your token balance. 2. Send us the details Email [email protected] or start a chat with: - the date and amount of each charge - a screenshot of your card statement or receipts - the name and email on your GoldCare account A member of our team will review your case and get back to you. See our refund policy. Please contact us before disputing with your bank Our team can usually look into billing errors quickly, and that's faster than a bank dispute.

Can I use my HSA/FSA card, and how do I get a receipt for reimbursement?

Many HSA/FSA administrators and insurers won't accept a token-purchase receipt because it doesn't show the visit details. We can send you an itemized receipt (superbill) for an appointment. How to request one Email [email protected] (or send us a chat) with: - the patient's name - the date of the appointment and the provider's name - what you need it for (HSA, FSA or insurance) Our billing team will email you an itemized receipt showing the provider, patient, date of service, description of the service and the amount paid. Diagnosis (ICD-10) codes from your visit are also available in your medical record. Payment receipts Every card payment also generates an automatic email receipt from "GoldCare - Health & Wellness". Can I pay with my HSA or FSA card? Yes. You can use your HSA or FSA card to pay GoldCare, just like any other card. Eligibility and reimbursement are up to you and your plan. GoldCare doesn't decide whether a membership fee, appointment or other purchase is an eligible expense under your HSA or FSA. Please check with your plan administrator, and keep your receipts.

What are GoldCare tokens and how do I buy them?

Tokens are GoldCare's prepaid appointment credits. - 1 token = $10 - Your token balance is shown in the top bar of your account. - Tokens never expire. Think of them like a gift card or a "forever stamp". - Buying tokens ahead of time locks in today's price if appointment rates go up later. - You can also pay for appointments directly by card at checkout, without buying tokens first. How to buy tokens 1. Log in to your GoldCare account. 2. Click Get Tokens on your dashboard, or go to User Settings → Payments. 3. Choose how many tokens you want, review your order, and place it. How tokens are used - When you book an appointment, the price is shown in tokens. Your tokens are applied automatically at checkout. See How much does an appointment cost? - If you cancel an appointment at least 24 hours ahead, or the provider cancels, the tokens go back to your token balance. Late cancellations (under 24 hours) and no-shows forfeit the tokens. See Cancel or reschedule - Each visit has a set length. Extra time requires more tokens and depends on the provider's availability. - Earn tokens by referring friends: each successful referral earns a $10 token. See Invite & Earn What happens to my tokens if I cancel my membership? Use them before your access ends, or contact Member Services and a member of our team will review your options. See What happens to my tokens if I cancel?

Why do I see more than one GoldCare charge?

Since we moved to a new billing system, each part of your plan appears as its own charge. You may see several receipts on the same day. Receipts come from "GoldCare - Health & Wellness" (processed by Stripe). Why the amount is a little higher than the price Card payments include a small card processing fee. That's why a $17 membership shows as $17.53 and the $12 family plan shows as $12.37 on your statement. Common charges | You see about… | It's usually… | |---|---| | $17.53 / month | Basic monthly membership ($17 + processing fee) | | $12.37 / month | Family plan add-on ($12 + processing fee) | | $169 / year | Basic annual membership | | $120 / year | Annual family plan add-on | | $50 or $90 / month | Monthly 15- or 30-minute appointment upgrade | | Other amounts | An appointment (paid by card or by buying tokens) or a Med-Pack | Didn't expect one of these charges? - Family plan you don't need? Many members find a family add-on they didn't mean to choose. Contact us and we'll remove it, and a member of our team will review the charge. - Annual renewal you forgot about? See Does my membership renew automatically? - Two identical charges? See I was charged twice. Send us a chat or email [email protected] with the date and amount of the charge (a screenshot of the receipt or card statement helps) and a member of our team will review it with you.

How do I update my credit card or payment method?

1. Log in at app.goldcare.com (Chrome or Brave work best). 2. Click your name or photo in the top-right corner and choose User Settings. 3. Open Payments (credit cards and invoices). From there you can add, update or delete cards and choose your default card. The Payments page not loading? Refresh, make sure you're in Chrome or Brave, and try again. If it still won't load, contact us and we'll help. Tip: remove old or expired cards so a renewal isn't attempted on the wrong card. Accepted payment methods Visa, Mastercard, American Express and Discover. All payments are in U.S. dollars. You can also use an HSA or FSA card. See HSA/FSA and receipts Got a "payment failed" text or email? Update your default card using the steps above. If the message shows an amount that doesn't look right, contact us at [email protected] before paying anything. We'll check what your account is actually being billed.