Question 1

How do I create an account?

Accepted Answer

Tap Create an account (or Sign up), then enter your first and last name, email, password, date of birth (you must be 18 or older), and sex assigned at birth, which sets your lab reference ranges. Tick the box to confirm you are 18 or older and agree to the Terms of Service and Privacy Policy, then tap Create Account. If we need to verify your email, we send a 6-digit code. Enter it and tap Verify.

Question 2

I didn't get my verification code.

Accepted Answer

Check your spam or junk folder first. On the code screen, tap "Didn't get it? Resend code" for a new one, and use the newest code you receive. Signing in again also sends a fresh code. Still nothing? Email support@crimson.healthcare.

Question 3

I forgot my password.

Accepted Answer

On the sign-in page, click "Forgot your password?", enter your email, and click Send Reset Link. The link expires in 30 minutes. If it does not arrive, check spam, then click "Didn't get it? Send again" (available after 30 seconds).

Question 4

Why did I get logged out on my own?

Accepted Answer

For your security, the website signs you out after 15 minutes of inactivity. A banner warns you 2 minutes before, and Stay Signed In keeps you logged in. If you were signed out, just sign back in and you return to the page you were on.

Question 5

How do I sign out?

Accepted Answer

Open the Menu (top left) and click Sign out at the bottom.

Question 6

Crimson Intelligence is locked and I can't type in it.

Accepted Answer

Crimson Intelligence unlocks once you have health data to talk about: connect Apple Health or Health Connect in the Crimson phone app, get lab results, or start a treatment. Until then, the Intelligence panel says "Intelligence works from your data." Ordering a lab kit is not enough on its own. It unlocks when the results arrive.

Question 7

Why did the app sign me out when I declined the Crimson Intelligence screen?

Accepted Answer

In the Crimson app: The first time you open the app, it asks you to agree to how Crimson Intelligence uses your health data. Choosing Decline & Sign Out signs you out. To use the app, sign back in and tap Agree & Continue.

Question 8

How do I use Crimson Intelligence?

Accepted Answer

Use the Intelligence panel on the right of your dashboard, or the Intelligence button on a smaller screen. Type your question and press Enter, or click a suggestion such as "How are my labs?". Click the square Stop button to halt a reply. The history icon opens your past chats, and New starts a fresh one.

Question 9

My message won't send, or it says to wait.

Accepted Answer

Messages are capped at 2,000 characters, and a counter appears as you get close. After each reply there is a short pause ("Please wait 5s before sending another message"). Shorten your message or wait a moment, then send again.

Question 10

What are Health Insights?

Accepted Answer

Once you have lab results, a Crimson Intelligence Health Insights button appears at the top of the Body view. Click it for a summary of your data. A "NEW" badge means a fresh insight from the last 7 days.

Question 11

How do I order a lab test?

Accepted Answer

Click Order labs (or Request labs) on the Labs tile of your dashboard, or browse panels on the Lab Testing page. Pick a panel, complete checkout, and your at-home kit ships to you. Labs are HSA/FSA eligible.

Question 12

How is the blood sample collected, and when do I get results?

Accepted Answer

Kits use the FDA-cleared Tasso+ device, a nearly painless upper-arm collection that takes about 15 minutes. Collect in the morning, before eating, then drop the kit off at any staffed FedEx location. Results usually arrive in about a week. Ordering more than one panel requires one Tasso+ device per panel.

Question 13

How do I track my lab kit?

Accepted Answer

Open the Body view and find your kit under Lab tests. Click View order status to see each step from Order Placed to Results Ready, and Track via [carrier] to follow the shipment. To cancel a kit that has not shipped, message your Care Team.

Question 14

How do I upload a lab report I already have?

Accepted Answer

Open Menu → Your uploads and click Upload a report (or Upload), then pick your file. We read and sort it for you: blood panels, body composition (DEXA, InBody), heart scans, and other reports such as gut panels. If a report shows "Needs your input", add the date the sample was collected.

Question 15

My uploaded report says "Couldn't read."

Accepted Answer

That usually means the file was low resolution or hard to read. Delete it and upload a clearer PDF or image of the full report. If it keeps failing, message your Care Team and they can help.

Question 16

Can I open or download a report I uploaded?

Accepted Answer

In the Crimson app: Not in the app. To open or download an uploaded document, view your uploads on the Crimson website.

Question 17

How do I connect a wearable or my health data?

Accepted Answer

New connections are made in the Crimson phone app, which connects Apple Health on iPhone or Health Connect on Android. Click Connect Apple Health on your dashboard to get the app, then open Body in the app and tap Connect. Your data then shows up here on the website too. A device you connected before keeps syncing.

Question 18

It says "Couldn't connect."

Accepted Answer

In the Crimson app: That usually means access was not allowed when your phone asked. Tap Connect again. On iPhone, the permission prompt only appears once, so if you said no, turn on Crimson's access in your iPhone's Health settings, then try again.

Question 19

My data looks out of date, or a metric is missing.

Accepted Answer

Metrics appear once they have synced to Crimson. Open the Crimson phone app so it syncs your latest Apple Health or Health Connect data, then refresh this page. Charts show an "as of" date when a reading is older. Use the 2w/4w toggle to change the range, or Chart settings to show hidden metrics.

Question 20

Can I log a metric by hand?

Accepted Answer

Yes. In the Body view, use "+ New → Add manual entry", pick the metric, enter the value and date, and Save. Manual entries merge into your charts alongside device data.

Question 21

How do I disconnect a device?

Accepted Answer

In the Crimson app: Open Menu → Manage your data, tap the device, then tap Disconnect. New data stops syncing, and your history stays.

Question 22

How do I start a treatment?

Accepted Answer

Click See all treatments on the Browse treatments tile, or open Menu → Browse treatments. Pick a treatment and complete the medical intake and checkout. A licensed physician reviews your case and follows up, typically within 1 to 2 business days.

Question 23

How do I add a medication or supplement I'm already taking?

Accepted Answer

Open Menu → Add medication or supplement. Search for it, then say whether it is a prescription, how you take it, how often, and when you started, mark whether you are currently taking it, and click Add treatment. This keeps your records complete so Crimson Intelligence has the full picture.

Question 24

How do I refill my medication?

Accepted Answer

When your refill window opens, your treatment shows "Refill window open". Open the treatment and click Start refill under Refill ready (or Refill due soon). Answer a short check-in, then continue to checkout.

Question 25

My refill says I'm not eligible, or the window isn't open.

Accepted Answer

Refills open on a schedule. Common reasons: the treatment is not active yet, your refill window has not opened yet (we email you when it does), or the window closed (you are routed through a fresh intake). If a medication is no longer offered, its card says so. Look at the other options in the same category, or message your care team about next steps.

Question 26

My medication shipped. How do I confirm I got it?

Accepted Answer

Open the treatment from your dashboard. About 24 hours after it ships, a Mark as received button appears. Click it once it arrives and the treatment shows Delivered. Use View order status, then Track via [carrier], to follow it in transit.

Question 27

How do I end or pause a treatment?

Accepted Answer

Open the treatment from your dashboard, scroll to the bottom, and click End treatment. Say whether you finished or stopped early, set the end date, and rate how well you stuck to it. Ended treatments move to Past treatments. There is no pause option, so message your care team if you want to pause.

Question 28

I see a treatment I started but didn't finish.

Accepted Answer

Orders and intakes you started but did not finish show as Incomplete under "Pick up where you left off". Click Finish your order or Pick up where you left off to carry on, or Remove to clear it.

Question 29

How do I log a dose or get dose reminders?

Accepted Answer

In the Crimson app: Tap your treatment and find the Dose log section. Turn on Log my doses, and turn on Remind me to get a reminder at the time you choose. Then tap Take on the treatment card on Home to log a dose in one tap, or tap a past day to log it, change it, or mark it missed. For a weekly dose, Change my day moves your dose day.

Question 30

How do I take progress photos?

Accepted Answer

In the Crimson app: Some treatments include progress photos. Tap the treatment, then Take progress photos under Your progress, and follow the steps. Only you can see these photos.

Question 31

What is the weekly check-in?

Accepted Answer

In the Crimson app: When a check-in is open, the Care tab shows Weekly check-in. Tap Start, answer three short questions about your last week, and tap Submit.

Question 32

How do I add a body composition scan?

Accepted Answer

Upload your DEXA or InBody report from Menu → Your uploads. Once you have more than one scan, Past scans on the Body Composition card shows the earlier ones.

Question 33

How do I set a goal?

Accepted Answer

Click Set a goal on the Your goals tile. Crimson Intelligence talks it through with you and proposes a goal. Click Save to keep it. You can have up to 3 active goals at a time.

Question 34

How do I track progress on a goal?

Accepted Answer

Open the goal to see your progress. Habit goals show the day count and a calendar you click to mark each day, plus a Log progress button. Lab-based goals update at your next panel. When a goal ends, you get a short check-in on what comes next.

Question 35

Can Crimson Intelligence build me a plan?

Accepted Answer

Yes. Open a goal and click Build my plan. Crimson Intelligence proposes habits, supplements and follow-ups tied to that goal. Once saved, the plan shows under the goal, and Change my plan reworks it.

Question 36

How do I edit or delete a goal?

Accepted Answer

Open the goal and click the pencil icon to edit it, or Delete goal to remove the goal and its plan.

Question 37

How do I contact my care team?

Accepted Answer

Use the Care section of your dashboard and click New message. Your care team and Crimson Support answer there. Use it for billing, medication, or plan questions. It is not monitored 24/7. For a medical emergency, call 911.

Question 38

My message to my care team won't send.

Accepted Answer

Messages can be up to 5,000 characters. Split a longer message into two, and check that you are online.

Question 39

How do I correct my name, date of birth, or sex on file?

Accepted Answer

Those are set once and locked (they drive your clinical records and lab ranges). To change them, message your Care Team.

Question 40

How do I update my height or weight?

Accepted Answer

Open the Menu (top left), click your name, then Edit profile. Change your height or weight and click Save changes. Legal name, date of birth and sex are locked. Message your Care Team to change those.

Question 41

How do I cancel my membership?

Accepted Answer

Memberships have ended, so there is nothing to cancel. If you have a question about a past membership charge, message your Care Team.

Question 42

How do I delete my account?

Accepted Answer

Accounts are deleted in the Crimson mobile app: open Menu, tap your name, scroll to the bottom of Profile, tap Delete account, type DELETE, and confirm. If you cannot use the app, email support@crimson.healthcare with the subject "Account deletion request" and we complete it within 30 days. Your login, profile, and connected-device data are removed. Medical and billing records are kept as required by law and are no longer visible to you.

Help & FAQ

Getting started & your account

Crimson Intelligence chat

Labs & bloodwork

Wearables & health data

Treatments & refills

Body composition (DEXA)

Your goals & plans

Messaging your Care Team

Profile, membership & account