Frequently Asked Questions

Your questions, answered.


How is my information protected?

We take privacy very seriously. Our servers are fully HIPAA compliant, with regulatory checks performed frequently. In addition, no personal information is ever stored on any mobile device except your own. If you choose to delete the app, you can be sure that your information will be permanently destroyed. If you lose your phone, we can remotely destroy all information from the app. Message us here if you need urgent help with a lost device. Healthcare providers are vetted to ensure that they abide by the highest standards of patient privacy as well.

Do I need an account to use the app?

When you download the Illuminate app, you can make an account in a few easy steps. The information you provide will help doctors understand more about your condition and any special health needs.

Can my child get care?

Yes! You can arrange appointments for your child and have a pediatrician see them - all over a video call. More than one child? No problem. You can be sure each one of them can get the appointment they need.

Why do I need to share my address?

This information is required to process insurance claims, find nearby pharmacies, and connect you with doctors in your area.

Can I get my medications refilled?

Our providers are able to refill medications. During your visit, you can discuss your needs with your healthcare provider and they can let you know which medications can be refilled and discuss medication options with you.

Can I see the same doctor again?

Yes! You can choose to see the same healthcare professional again, or choose another one based on your needs. You have full control over your experience with Illuminate.

What is the cancellation policy for appointments?

When you schedule an appointment on the Illuminate Health App, we set aside time to provide you with the highest quality care. Should you need to cancel or reschedule an appointment please do so as soon as possible, and no later than 24 hours prior to your scheduled appointment. This helps us be respectful of other patients’ needs and enables us to give the appointment time to another patient. If you are unable to show up, cancel or reschedule an appointment within 24 hours before the start of the scheduled appointment, you may be charged up to the full cost of the appointment.

What if I have more questions?

Please, let us know by clicking here. Alternatively, you can email us at, we're happy to answer any questions you may have.

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