Help centre

How can we help you today?

Step-by-step guides for getting started on PatientCare, answers to common questions, and quick ways to reach a human when you need one.

For patients

Create your account, complete your profile, top up your Pouch, and add family members.

View guides

For providers

Set up your provider profile, run video consultations, and manage your wallet and payouts.

View guides

Frequently asked questions

Do I need to complete my profile before I can book care?

Yes. Most of the app stays locked until your profile is 100% complete. The Home, Pouch, and History tabs show a checklist until you finish, then everything unlocks.

How do I pay for a consultation?

Add funds to your Pouch (your in-app wallet). Once your Pouch has a balance, you can book doctor and nurse video consultations. See the guide on topping up your Pouch.

Can I change my email address?

No. Your email is the address you signed up with and cannot be changed in the app. Contact support if you need help.

Can I add family members to my account?

Yes. You can add and manage care for dependents from your account. See the guide on adding family members.

Are the doctors real, qualified doctors?

Yes. Consultations are with HPCNA-verified doctors and qualified clinicians.

Troubleshooting

I cannot log in

If you signed up with Google or Apple, use that same button to sign back in rather than an email and password. If you use email and password, tap Forgot password? on the login screen to reset it.

My Home, Pouch, and History tabs are locked

Your profile is not 100% complete yet. Open the checklist and finish any remaining steps. Everything unlocks the moment your profile is complete.

My ID document was rejected or says In review

If it is In review, no action is needed, we will notify you. If it was rejected, open the checklist, go to Identity Verification, and submit a clearer photo of a valid government-issued ID with the whole document visible and in focus.

A payment or top-up did not go through

Check that your card or payment details are correct and that you have enough funds, then try again. If it still fails, contact support with the date and amount so we can help.

Three steps. Sixty seconds.