Contact & Support
By GoldCare Member Services
By GoldCare Member Services
How do I contact GoldCare support?
The fastest way to reach us is chat. | Channel | How | |---|---| | In-app Messages | Log in, click your name (top right) → Messages. Or click Get help → Contact member support. See Messages | | Live chat | Click the chat bubble on goldcare.com | | Email | [email protected] | | Phone | (239) 441-4249 (we're based in Florida) | | Lab results & medical documents | [email protected] | | HealthShare questions | [email protected] | | Mail | 8805 Tamiami Trail N, Naples, FL 34108 | Hours Member Services and chat are available Monday to Friday, 8 a.m. to 10 p.m. Eastern Time. Help us help you faster When you write to us, please include: - your full name and the email on your account - a clear description of the issue, with screenshots if you can - for billing questions, the date and amount of the charge Prefer to help yourself? - Tutorial videos - Finding your way around the app For a medical emergency, call 911. Support can't give medical advice. We don't have doctors or nurses in chat support.
What can Member Support help with, and how do I reach my care team?
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 [email protected], or at (239) 441-4249. See How do I 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 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 [email protected] 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. 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.
Messages: chat with Member Services in the app
Messages is your in-app chat with the GoldCare Member Services team. It's also where we post updates about your appointment requests. How to open Messages 1. Log in at app.goldcare.com. 2. Click your name or photo in the top-right corner. 3. Click Messages. Or: click Get help at the bottom of the page, then Contact member support. Finding a conversation Use the tabs at the top: - All: every conversation - Unread: anything you haven't read yet - Appointments: updates about your visits, such as availability requests and new open slots - Support: your chats with Member Services Sending a message 1. Open a conversation (or start a new one) and type your question. 2. Include the details that help us help you faster: the appointment date, the provider's name, or the date and amount of a charge. 3. Send it. We'll reply in the same conversation. Good to know - Who answers: our Member Services team. Your provider doesn't reply directly in this chat, but we can pass your message to your care team. - Hours: Monday to Friday, 8 a.m. to 10 p.m. Eastern Time. - No medical advice: we don't have doctors or nurses in chat support. For health questions, book an appointment. - Emergency? Don't wait for a reply. Call 911 or go to your nearest emergency department. Still stuck? Can't log in to use Messages? Use the live chat on goldcare.com, call (239) 441-4249, or email [email protected]. See How do I contact support?