Jump to: Account Help | Subscription Help | Technical Help | Other

Account & Payment

• I can't remember my login details.

  From the login page, select the "Forgot My Password" link to reset your password. You will need to know the e-mail address your account is registered under.

  Don't remember which e-mail address is associated with your account? Call our NormanMD Customer Service Line at 512-421-5678.

• How do I update my demographic or medical information?

  Once you have logged into your account, click the Main Menu option "My Account". On the "Account Profiles" page, find your name and click the green arrow to view profile options. Clicking on the desired option will allow you to make updates to that page.

• Why am I required to add a PCP (and what do I do if I do not have one)?

  When you have your primary care physician (PCP) added to your account, visit summaries for your NormanMD encounters are automatically sent to your PCP's office. This keeps them in the loop on your care!

  If you do not have a PCP, simply add "No PCP" for First and Last name and click search. You will see a hyperlink that allows you to add a PCP that is not in our record. Select this option to use "NO PCP." (Note: If you have No PCP listed, your visit summary will not be sent to any provider. You can access all your visit summaries by clicking "Visit History" on the main menu.)

• Do I need to be a Texas resident to use NormanMD?

  NormanMD is designed to care for anyone located in the State of Texas at the time of treatment. This is in accordance with state licensure and insurance requirements and also means your doctor is more familiar with local resources and trending illnesses.

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Prepaid Employer or
Insurance Accounts

• NormanMD is a paid benefit through my employer or insurance plan. When I enter in my information to register I receive an error message that states I am not covered.

  When an account holder is covered by their employer or insurance plan, their demographic information is preloaded prior to registration. Ensure that you are using your correct name and e-mail address that is on file with your employer or insurance company.

• Why can't I add family members to my account?

  Prepaid accounts can cover individuals or families. This is predetermined by your employer or insurance company. If you are unable to add family members to your account, it may be because you are only covered as an individual user.

  Self pay individual and family subscriptions are available for purchase if you would like access for your dependents. Accounts covered by a subscription purchase would be separate from your existing prepaid account.

  If you believe your family members are supposed to be covered under your prepaid account, call our NormanMD Customer Service Line at 512-421-5678.

• Can I purchase a family subscription with my account?

  You cannot add a subscription plan to an existing prepaid account. You can, however, purchase an individual or family subscription through a separate account with its own unique login.

• Can I purchase an add-on with my account?

  You cannot add an add-on to a prepaid account. You can, however, purchase an individual or family subscription through a separate account with its own unique login.

• How do I cancel my account?

  Prepaid accounts cannot be cancelled. You may discontinue use of NormanMD at anytime. Your account will remain active while being covered as a benefit through your employer or insurance company.

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Subscription

• Can I get a work/school note from NormanMD?

  A NormanMD physician can provide you with a doctor’s note for your school or employer when requested during a visit and when medically appropriate. You may view, download and/or print this note at any time from your NormanMD account by clicking on the associated visit in your Visit History.

• What types of subscription plans are available?

  Individual Adult Plans

  • 1-Year/365 Plan: One time fee of $120 for one year of access to physician care, for individual adults 18+.

  • 72 Hours: One time fee of $60 for up to 72 hours of access to physician care, for individual adults 18+.

  • Monthly: $15 for one adult 18+. Subscription is automatically renewed monthly on the same day of the month the plan was initiated. Plans can be cancelled anytime. Please review our Billing Policies for a detailed billing schedule.

  Family Plans

  • 1-Year/365 Plan: One time fee of $240 for one year of access to physician care for up to four family members.

  • Monthly: $30 for up to four family members. Subscription is automatically renewed monthly on the same day of the month the plan was initiated. Plans can be cancelled anytime. Please review our Billing Policies for a detailed billing schedule.

• When do I get charged the monthly subscription fee?

  When signing up for a new account, you will be charged the full subscription plan fee at the time of purchase. This charge will appear on your credit card statement within 24 hours. You will get immediate access to speak to a physician.

  Your monthly subscription fee will be charged on the same day of the month the plan was initiated. Please review our Billing Policies for a detailed billing schedule.

• How can I change my subscription plan?

  From your account homepage, select "My Account" from the main menu. Then click on the "Manage Subscriptions" tab. Click on the "Change Plan" button to view descriptions of available plans and to make a change to your existing subscription.

• How do I update my payment method?

  From your account homepage, select "My Account" from the main menu. Then click on the "Manage Subscriptions" tab. Click on "Update Payment Method."

• How do I cancel my account?

  From your account homepage, select "My Account" from the main menu. Then click on the "Manage Subscriptions" tab. Click on the "Change Plan" button, on the next screen you will see a hyperlink for "Cancel Plan."

• Can I get a refund?

  NormanMD subscription fees are non-refundable.

  If you are on an individual monthly or family monthly subscription plan and would like to cancel your service, you may do so by clicking on "My Account" from the main menu, then selecting the "Change Plan" button on the "Manage Subscriptions" tab. You will see a hyperlink for "Cancel Plan."

  Once you confirm cancellation, you will retain access to all services until the end of the billing cycle. At the end of your billing cycle, your plan will not auto renew and your account will become inactive. You will not be able to start new visits but you will still have access to your visit history.

• If I cancel my subscription in the middle of the billing cycle, will I be issued a refund?

  NormanMD subscription fees are non-refundable. You will retain access to all services until the end of the billing cycle. At the end of your billing cycle, your plan will not auto renew and your account will become inactive. You will not be able to start new visits but you will still have access to your visit history.

• If I change from a family monthly plan to an individual monthly plan, will I be issued a refund?

  NormanMD subscription fees are non-refundable. You and all family members on your account will retain access to all services until the end of the billing cycle. At the start of the new billing cycle you will be charged the individual monthly subscription fee and any family members will become deactivated.

  Although family members will not be able to start new visits, you will still have access to view their Visit History*.

  *If a family member was privatized, they will still have access to view their Visit History under their privatized account login.

• Can I use a FSA/HSA card to purchase a subscription?

  No, NormanMD does not currently accept FSA/HSA payments.

• Failed payment help

  To verify or update your payment information, navigate to "My Account", then select the "Manage Subscriptions" tab. Clicking on the "Update Payment Method" will display what information is on file and allow you to make changes.

• Can I renew my 365 plan at its current rate?

  To renew your 365 plan at your current rate, please follow the steps in the quick start guide.

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Technical

• What browsers are supported?

  • For iOS users: Safari
  • For Android users: Chrome, Firefox, Edge
  • For MacOS users: Safari, Chrome
  • For PC users: Chrome, Firefox

• The app is not working for me but I need to speak to a doctor.

  NormanMD services are still available via browsers. From a supported browser on your device navigate to care.NormanMD.com to log in.

• The NormanMD physician initiated a video/audio visit with me but they couldn't hear/see me.

  Check that you have enabled use of your microphone and camera by your browser in your phone settings.

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Other

• Where are NormanMD physicians located?

  NormanMD is powered by Austin Regional Clinic (ARC) doctors, who are local to Central Texas and can provide telemedicine services to patients anywhere in Texas. Our experienced adult medicine and pediatric doctors are familiar with the community's health needs and are dedicated to delivering high-quality, responsive telemedicine services across the state.

Couldn't find an answer to your questions? You may also call Customer Service directly at 512-421-5678, Monday - Friday, 8 am - 5 pm.