ViscaCare support

Question 1

How do I sign up for ViscaCare?

Accepted Answer

Sign up on viscacare.com or in the app: choose your plan, verify your mobile number by text code, and complete checkout. Every plan starts with a 14-day free trial, and your first payment is taken at the end of day 14 unless you cancel before then. Memberships carry a one-time 90-day minimum period that starts when you join and includes the trial.

Question 2

How do I cancel my membership?

Accepted Answer

Sign in, open Profile, then Membership, and choose Cancel membership. Cancelling during the first 14 days costs nothing. After that, the one-time 90-day minimum period applies, so you remain liable for the remaining monthly payments within it. There is no cancellation fee. If the option is not showing, email accounts@gewardz.com and we will cancel it for you.

Question 3

How do I change tiers?

Accepted Answer

Go to Profile, then Membership, and select Change plan to move between You, Family and Carer. Upgrades take effect immediately and your next invoice is adjusted. Downgrades take effect at your next billing date. If a change fails, email accounts@gewardz.com with the plan you want.

Question 4

How do I book a Doctor appointment?

Accepted Answer

Open the Doctor tab in the app, pick the type of consultation (phone, video or chat), choose a time, and confirm. Consultations are delivered by registered doctors through our clinical partner Health Hero. You will get an email and in-app confirmation, and the appointment appears in your Calendar tab.

Question 5

What do I do if my booking fails?

Accepted Answer

First check your internet connection and try again — most failures are temporary. If the payment was declined, check your card in Profile, then Membership. If a slot disappears, another member may have taken it; pick a different time. If the booking still fails, email Iain@viscacare.com with the date, time and any error message and we will book it manually.

Question 6

I didn't receive my one-time code (OTP) — what do I do?

Accepted Answer

Wait 60 seconds, check your signal, then tap Resend code. Make sure the number includes the correct country code and that message blocking or a spam filter is not stopping it. Roaming or a poor signal abroad can delay texts by several minutes. If no code arrives after two attempts, email Iain@viscacare.com with the mobile number you are trying to use and we will verify it for you.

Question 7

The app will not open or is stuck on a blank screen

Accepted Answer

Close the app fully and reopen it. If it is still stuck, pull down on the screen to refresh, then check for an app update in the App Store or Google Play. If the problem continues, restart your device or reinstall the app — your data is stored in your account, not on the device, so nothing is lost. Still stuck? Email Iain@viscacare.com and tell us your device and operating system version.

Question 8

Where can I see my Health Passport?

Accepted Answer

Sign in and open Profile, then Health Passport. It holds your age, sex, medications, allergies and conditions, and is used to build your Doctor Summary. You can edit it at any time, and updates apply straight away to any new summary you generate.

Question 9

How do I export or delete my data?

Accepted Answer

Open Profile, then Privacy and data, to download a copy of your health record and documents. To delete your account and data, use Delete account in the same section — this permanently removes your record after any legally required retention period. You can also email privacy@viscacare.com to make an access, export or deletion request.

Question 10

I have a billing question or want to make a complaint

Accepted Answer

For payments, invoices and refunds, email accounts@gewardz.com. To make a complaint, email complaints@viscacare.com and we will acknowledge it and tell you what happens next. For anything else, email Iain@viscacare.com. We aim to reply within one working day, Monday to Friday.