App support
Help with the Pellmoor app.
Answers to what comes up most, and a way to reach a person when they do not cover it.
Not for emergencies
Call 911 for a medical emergency, or 988 for a mental health crisis. The app has an emergency screen that works with no signal and without signing in. Pellmoor is not an emergency service and this page is not monitored around the clock.
Email us
support@pellmoorhealth.com
We reply within one business day.
Call us
(312) 555-0142
Monday–Friday, 9am–6pm Central.
Clinical questions
Existing patients should use secure messaging in the portal. It is encrypted and it becomes part of your record. Email is neither.
Where the app works
Clinicians may only treat patients located in a state where they hold a licence. Pellmoor serves Illinois, Indiana, and New York. You must be physically in one of them at the time of each visit — living in one but travelling elsewhere on visit day means we reschedule. This is a licensure requirement, not a preference.
Signing in
I don't have an account. How do I sign up?
You create your account on this website, not in the app. Enrolment asks for identity, your state of residence, and a short eligibility check, none of which fit sensibly on a phone keyboard the first time through. Once the account exists, the app signs you in with the same email and password. Start here.
The app says it can't reach Pellmoor.
That message means the app could not contact our servers at all — it is a connection problem, not a wrong password. Check that you are online, then try again. If it persists on a working connection, email support@pellmoorhealth.com and say which network you are on.
My password isn't working.
Reset it from the sign-in page on this website; the new password works in the app immediately. We cannot read your existing password or tell you what it is — we never store it in a recoverable form.
The app signed me out on its own.
It is meant to. Sessions end after 15 minutes of inactivity, and the app re-locks after 60 seconds in the background. This is a medical record on a device that gets left on tables.
Face ID isn't unlocking the app.
The app uses whatever your phone already has. Set up Face ID, Touch ID, or a passcode in iOS Settings and Pellmoor will lock itself automatically. If Face ID fails, the app falls back to your device passcode, and then to your password.
Using the app
Why can't I see anything in the app?
Prescriptions, visits, and your pharmacy appear once you have had a visit and your clinician has acted. A brand-new account shows empty tabs because there is genuinely nothing in your record yet.
How do I change my pharmacy?
Pharmacy tab, search by name, city, or ZIP, then tap Use this pharmacy. Any change applies to prescriptions written afterwards; one already sent has to be moved by the pharmacy itself. We take no payment, rebate, or commission from any pharmacy and own none of them, so the choice is genuinely yours.
I requested a renewal. When will it be filled?
A renewal request is a message to your clinician, not an automatic refill. They review your chart and your monitoring first. Ask early rather than on your last dose.
Can I join my video visit from the app?
Yes. The Join button appears on the Visits tab 15 minutes before your appointment. Visits run Monday to Friday, 8:00 AM to 5:00 PM Central.
Where do I see what a lab test costs?
Home → Lab tests & draw sites. Every test we order is listed with what it is for, its CPT code, and its cash price, and you can search draw sites by ZIP. Labs are billed by an independent laboratory, not by us, and you may use any laboratory you prefer.
Your account and your privacy
How do I delete my account?
In the app: Account → Delete my account, then re-enter your password. On the web: this page. Deletion is immediate and cannot be undone — your credentials, every session on every device, and any recurring billing are destroyed.
Does deleting my account delete my medical record?
No, and we will not pretend otherwise. State law requires us to keep the medical record itself — 10 years in Illinois, 7 in Indiana, 6 in New York — along with payment records for tax and HIPAA access logs for 6 years.
What is retained is retained as a closed record. Your account cannot be used to reach it, and you can request a copy of it before you delete.
Can I get a copy of my record?
Yes, any time, free, in a standard electronic format, from the portal on this website. We do not delay or block access to your own information.
Does the app track me?
No. There is no analytics SDK, no advertising SDK, and no third-party script in the app. We do not sell personal information and we never use health data for advertising.
Still stuck?
Email support@pellmoorhealth.com with your device model, your iOS version, and what you were doing when it went wrong. Please do not include clinical details in email — it is not a secure channel. Use portal messaging for anything about your care.