Overview
RepeatMD offers several ways for practice owners, managers, and admins to get help: in-app chat in the Admin Panel and three email inboxes for different types of requests. Use this article when you are not sure which channel to use, or when a task-specific Help Center article directs you to contact Support, Client Experience, or Professional Services.
This article is for anyone with Admin Panel access who needs technical help, launch guidance, or coordinated program changes.
Before You Start
Log in to your Admin Panel at admin.repeatmd.app before starting a chat — agents can see your account context when you are signed in.
Check the Help Center first for step-by-step articles on your task. Many flows (refunds, membership edits, Stripe setup) have dedicated articles with the exact steps and the correct support inbox.
Know which location or patient the issue affects if you are emailing Support — include names, dates, and Order IDs when reporting transaction problems.
Business hours: RepeatMD responds to chat and email Monday–Friday, 8:00 AM–6:00 PM CST. Messages sent outside business hours are answered on the next business day.
Why It Matters
Routing your request to the right team shortens resolution time:
Support handles product troubleshooting, account changes, and billing questions that do not require a launch or program-migration specialist.
Client Experience helps practices during onboarding, go-live, and new program launches.
Professional Services coordinates membership and promo changes that affect existing enrolled patients and require member notification windows.
In-app chat connects you to Support quickly during business hours without leaving the Admin Panel.
How It Works
In-app chat (Support): Click the chat bubble in the lower-right corner of your Admin Panel. Chat is the fastest way to reach RepeatMD Support during business hours for Admin Panel questions, Patient App issues, and general troubleshooting.
support@repeatmd.com (RepeatMD Support): Email Support for technical and operational help, including:
Admin Panel or Patient App troubleshooting
Missing login or verification codes
Refunds that require Support (partial refunds, Affirm partial refunds, membership renewal refunds)
Patient account changes you cannot make in the Admin Panel (for example, phone number updates)
Transaction, report, or payout discrepancies
Stripe Connect questions specific to your RepeatMD account
Practice account billing, feature opt-outs, and offboarding requests
Global patient blocks and security concerns
customers@repeatmd.com (Client Experience): Email Client Experience for launch and onboarding help, including:
Questions while launching your app or a new program (for example, Beauty Bank or a first membership tier)
Go-live timing, onboarding tasks, or working with your Customer Experience Manager (CEM) when you do not have a direct contact
Strategy questions during your launch window
If you are already working with a CEM, reply to their email or text first — use customers@repeatmd.com when you need to reach the team without a named contact.
services@repeatmd.com (Professional Services): Email Professional Services for coordinated program changes, including:
Membership updates for existing enrolled members that are locked in the Admin Panel (price, commitment period, included treatments)
Upgrading or migrating an existing membership program
Done-for-you promo questions
Changes that require a 30-day advance member notification before they take effect
When to use your CEM instead: Practices on Lite and Professional tiers have a dedicated Client Experience Manager during onboarding. For ongoing relationship questions, billing plan changes, or launch planning, contact your CEM directly when you have their contact information.
Step-by-Step Instructions
Start an in-app chat
Log in to your Admin Panel.
Click the chat bubble in the lower-right corner of the screen.
Describe your issue, including the page you are on and any error messages.
If chat is unavailable outside business hours, leave a message or email support@repeatmd.com — include the same details so Support can pick up the thread.
Email RepeatMD Support
Compose an email to support@repeatmd.com.
Use a clear subject line (for example,
Partial refund request — Order ID 12345orMissing admin login code).Include:
Practice name and Admin Panel login email
Patient name and account email (if the issue is patient-specific)
Order ID, transaction date, or report name (for billing or reporting issues)
Screenshots or steps to reproduce (for technical issues)
Send the email. Support responds during business hours, Monday–Friday, 8:00 AM–6:00 PM CST.
Email Customer Success
Compose an email to customers@repeatmd.com.
Describe your launch or onboarding question (for example, go-live date, Beauty Bank setup, or training scheduling).
Include your practice name, plan tier (Lite or Professional), and your preferred contact email and phone number.
If you are mid-onboarding, note where you are in the process (intake forms, Stripe setup, catalog review, or training).
Email Professional Services
Compose an email to services@repeatmd.com.
Describe the program change you need (for example, membership price update for existing members or a done-for-you promo customization).
Include:
Membership or promo name
The specific field or content you want to change
The new value or request
Your target effective date (Services will confirm notification timelines for existing-member changes)
Allow time for Professional Services to confirm the 30-day notice plan when the change affects enrolled members.
Best Practices and Pro Tips
Search the Help Center first. Most Admin Panel tasks have a dedicated article with exact navigation paths and the correct support inbox if you get stuck.
Include Order IDs for billing issues. Support can investigate Shop Summary, redemptions, and refund requests faster with an Order ID from the Admin Panel.
Use chat for urgent in-the-moment questions. Email is better for requests that need attachments, refund approvals, or a paper trail.
Do not email multiple inboxes for the same issue. Start with Support unless the Help Center article or your task clearly routes to Customer Success or Professional Services.
Reply to your CEM when you have one. Reserve customers@repeatmd.com for launch or account questions when you do not have a direct contact.
Common Mistakes and FAQs
Q: Which email should I use if I am not sure?
A: Start with support@repeatmd.com or in-app chat. Support will route your request to Customer Success or Professional Services if another team owns it.
Q: Can I get help outside business hours?
A: You can send email or leave a chat message anytime. RepeatMD responds Monday–Friday, 8:00 AM–6:00 PM CST. Urgent patient-facing checkout outages should still be emailed to support@repeatmd.com so the team sees them first thing.
Q: When should I email customers@repeatmd.com instead of support@repeatmd.com?
A: Use customers@repeatmd.com for launch, onboarding, and go-live questions — especially when you are setting up a new program or do not have your CEM’s direct contact. Use support@repeatmd.com for day-to-day product troubleshooting and account operations.
Q: When should I email services@repeatmd.com?
A: Email services@repeatmd.com when you need a coordinated change to an existing membership or done-for-you promo that affects enrolled patients — for example, updating price, commitment period, or included treatments for current members. These fields are locked in the Admin Panel and require Professional Services to manage member notification.
Q: Is in-app chat the same as Messenger?
A: No. RepeatMD Support chat lives inside your Admin Panel (lower-right chat bubble). It is not Facebook Messenger.
Q: I need a partial refund. Which channel should I use?
A: Email support@repeatmd.com with the patient name, transaction date, refund amount, and Order ID. Partial refunds are processed by Support on the practice’s behalf. See Issue full and partial refunds (Admin Panel) for the full workflow.
Q: I am upgrading an existing membership program. Who do I contact?
A: Email services@repeatmd.com with the membership name and the changes you need. Professional Services coordinates updates that affect existing enrolled members.
Next Steps and Support
General support: Email support@repeatmd.com or use the chat bubble in your Admin Panel.
Onboarding, Launch, Account support: Email customers@repeatmd.com.
Membership and program changes for existing members: Email services@repeatmd.com.