Contact Support
Email us for help with the $5 provider-review fee, account access, billing, an order, shipping, tracking, cancellation, or access to Charm EHR.
Include your full name and order number when relevant. Do not email medical details, photos, identification, records, or prescription questions.
Medical emergency: Call 911 or seek immediate in-person emergency care. Do not wait for an email or portal response.
Frequently asked questions
Quick answers about support, Charm, the provider-review fee, and orders.
What can I email Signal-RX about?
Email support@signal-rx.com about the $5 provider-review fee, account access, billing, order status, shipping, tracking, cancellation requests, or trouble receiving or accessing a Charm invitation. Include your full name and order number when relevant. Do not include medical details, photographs, identification, or records.
How do I contact my provider?
Use Charm EHR for medication instructions, dosage questions, side effects, treatment changes, provider follow-ups, medical records, sensitive health information, and requested ID uploads. First-time access begins with the patient-specific invitation email.
How do I upload my ID or get help with Charm?
If your intake is approved to continue, Charm sends a separate invitation asking you to activate or access the portal and upload a government-issued photo ID. The email may come from a charmtracker.com address. Upload the ID through the secure Charm link only. Never reply to the email with your ID, photographs, or medical information. This step does not mean a prescription has been approved.
If the invitation is missing, check spam and then email support@signal-rx.com for access help. Include your name, but do not attach ID or include medical details.
What does the $5 provider-review fee cover?
The one-time, nonrefundable $5 fee covers provider review of one or more treatment requests submitted in the same intake. It remains nonrefundable if more information is requested or no prescription is issued. Medication is separate and optional if prescribed. Shipping is $20 per order, membership is $0, and there are no automatic refills. Applicable tax, medication, and shipping charges are shown before payment.
How do tracking, cancellations, and refunds work?
Tracking is emailed when a package is prepared for shipment. A label may appear before the carrier records its first scan. Processing and delivery dates vary and are not guaranteed. Cancellation may be requested only before final provider approval of the medication order. Once the medication order is approved, it cannot be canceled, changed, or redirected.
If a paid medication order is not approved, its medication charge, applicable tax, and associated shipping charge are refundable to the original payment method. The separate $5 provider-review fee remains nonrefundable.
Email Signal-RX within 48 hours about a damaged or incorrect product. Do not use or discard it until instructed. Review the Refund Policy for current requirements.