Clinical Support vs Customer Support: Who to Contact
Verge has two distinct support tracks: clinical support and customer support. Knowing which to contact gets your question answered faster.
Clinical Support (Through Your Portal)
Clinical support is handled by the clinical team through the message center in your patient portal. Contact clinical support for:
Dose change requests — always contact clinical before reordering if you want a different dose
Side effects — report symptoms that concern you or ask for guidance on managing them
Medication questions — how to inject, storage, what to do if you miss a dose
Questionnaire completion — when the clinical team asks for information or forms
Treatment changes — switching medications, pausing, or restarting after a gap
Lab results or monitoring questions — if your treatment requires ongoing monitoring
To reach clinical support: log into app.startverge.com, navigate to the message center, and send a message to the clinical team.
If you want to request a dose increase, contact the clinical team before placing your next order. Wait for their confirmation before checking out, so your updated dose is documented in your prescription.
Customer Support
Customer support handles logistics and operational questions. Contact customer support for:
Order status questions — where is my order, why is it delayed
Shipping and tracking — tracking number not received, order seems lost
Billing questions — charges, pending holds, payment issues
Shipping address changes — before your order is sent to the pharmacy
Account access — login problems, updating account information
Duplicate or incorrect orders — accidental orders, wrong medication ordered
General navigation help — how to find something in the portal or website
To reach customer support:
Email: [email protected]
Chat bubble on the website
Message through your patient portal
Quick Reference
Topic | Who to Contact |
|---|---|
Dose change request | Clinical team (portal message center) |
Side effects or medication concerns | Clinical team (portal message center) |
How to inject or use your medication | Clinical team (portal message center) |
Order status or shipping delay | Customer support |
Billing question or charge issue | Customer support |
Tracking number or lost shipment | Customer support |
Shipping address update | Customer support |
Login or account access | Customer support |
Duplicate order | Customer support |
Response Times
Clinical team response times may vary depending on message volume and complexity. Customer support is available via email and chat throughout the day. If your concern is urgent—such as a safety question about your medication—reach out through both channels to ensure your message is seen quickly.
For safety emergencies, contact your local emergency services (911) or urgent care immediately. Verge's platform is for non-emergent healthcare management.