Your TRT care guide
From your first order to your next renewal. Know what to expect, what to do, and when your care team steps in.
Starting treatment
Your provider determines whether treatment is appropriate. Placing an order starts the evaluation process; it does not guarantee a prescription.
Start on the testosterone page, review your selection and checkout total, and complete the medical questionnaire. Use an email address you check regularly.
Review any evaluation or lab charges shown at checkout separately from the medication amount due after provider approval.
If labs are needed, watch for your lab-work email. Your requisition is the lab order form that tells the lab which tests your provider requested.
Download it, use the scheduling links, and bring the form and photo ID to your appointment. If you have recent results, ask the care team whether your provider can accept them.
The care team coordinates your next steps once your information and results are ready. Your provider reviews your history and labs, completes the consultation, and decides whether to prescribe treatment.
Respond promptly if the team needs more information.
Medication payment is processed after provider approval. Once payment succeeds, the prescription can proceed to pharmacy fulfillment.
Look for your payment receipt and delivery updates. Follow your provider’s treatment instructions and contact the care team with questions.
Your next treatment cycle
For patients using the new renewal process, we begin the check-in around week 9 of the treatment cycle so there is time for labs and provider review. Your email includes your response deadline.
Choose Continue in your email, then confirm on the next page. We request follow-up labs and prepare your renewal order.
Confirming does not charge your card. Complete your labs and any requested follow-up. Payment is processed only after provider approval.
Choose Pause in your email, then confirm. Your subscription goes on hold, and the care team is notified.
No renewal payment is taken for this choice. If you change your mind, contact the team to discuss restarting.
Open “Next Step: Complete Your Lab Work.” Download the requisition and follow the Quest location and appointment links. If prompted for a test type during scheduling, follow the email’s instructions.
Use the preparation instructions provided by your lab or care team. Missing the email or unable to open the form? Contact us before booking another order.
Your provider reviews the results and renewal request. The team contacts you if a consultation or more information is needed. Approval comes before payment; successful payment comes before pharmacy fulfillment.
The charge follows approval and may occur before your current supply runs out. Check your receipt for the amount charged and your account for the next scheduled date.
Know what’s in your inbox
| Why you receive it | Your next step | |
|---|---|---|
| Your renewal is ready to review | It is time to choose whether to continue or pause. | Choose one of the two buttons and confirm on the website. |
| We’ve received your renewal request | Your Continue choice was saved and your labs were requested. This is not a payment receipt. | Watch for your separate lab instructions. |
| Next Step: Complete Your Lab Work | Your lab form and scheduling instructions are ready. This may arrive before the renewal confirmation. | Download the requisition and arrange your lab visit. |
| Your renewal has been paused | Your Pause choice was saved and your subscription is on hold. | Contact the team if you want to restart or have questions. |
| Prescription approval / payment receipt | Your provider approved treatment and payment was processed. | Review the amount and watch for fulfillment updates. |
For the care team
Use the patient’s subscription and current renewal order together. The original order, new renewal order, and lab requisition are different records for the same care journey.
A staff heads-up identifies a subscription approaching renewal. Confirm that the patient received their invitation and has a valid email and provider patient record.
During rollout, a staff heads-up alone does not mean a patient invitation was sent. Verify the patient communication before following up.
Confirm the patient’s choice, the current renewal order, and the associated lab request. Help the patient locate the requisition and schedule their lab visit.
A pending renewal is awaiting the care process; do not ask the patient to pay it before provider approval.
After a confirmed Pause, the subscription is on hold. For unanswered invitations, follow up when notified around day 75 and check the hold after the response deadline.
Discuss the patient’s wishes before arranging a restart. Pausing renewal is an administrative choice; medication questions go to the provider.
If a lab request is delayed or a link fails, check the existing lab record before issuing another request. Confirm that provider approval references the current renewal order.
If payment fails, use the existing order and payment follow-up process. Verify successful payment before pharmacy fulfillment; do not create a second renewal to work around an error.
A little clarity
No. In the new renewal process, you first confirm your choice on the website. That requests labs and prepares the renewal. The renewal charge happens only after provider approval.
It is the instruction email for completing your lab work. The requisition is your lab order form. Receiving this email does not mean your medication renewal has been approved or charged.
Contact the care team. A personal renewal link is tied to one treatment cycle. An old link cannot be used to start another renewal or reverse a completed choice.
Timing depends on appointment availability, results, provider review, and pharmacy fulfillment. Complete each requested step promptly. If you are concerned about your remaining supply, contact the team so they can review your situation.
Contact the care team to discuss the next steps. Your provider determines any treatment changes and whether updated labs or a consultation are needed.
Sign in to My Account for your orders and subscription details. For help understanding a charge or your next date, contact support with your order number.
Leave your details and a member of our team will reach out to you shortly.
