Support

Common questions

Most issues are resolved faster if you include your registered mobile number and the appointment ID when you contact us.

My video consultation will not connect

• Allow camera and microphone access when the browser asks for it.
• Switch to a stronger Wi-Fi or mobile network and close other video apps.
• Leave and rejoin from the appointment in My Bookings.
• If it still fails, message us on WhatsApp. A failed consultation caused by our platform is rescheduled free or refunded in full.

How do I reschedule or cancel?

Open My Bookings, select the appointment, and choose reschedule or cancel. Changes made more than 2 hours before the slot are free. Within 2 hours the session is treated as consumed — see the terms for details.

Where is my prescription or wellness plan?

It appears under the completed appointment once the professional submits it, usually within a few minutes of the consultation ending. You can download it as a PDF from the booking detail page. If it has been more than 24 hours, contact support with the appointment ID.

I paid but the booking is not confirmed

Payments that are debited without a confirmed slot are auto-reversed by the payment gateway within 7 working days. Send us the transaction reference and we will trace it for you.

I am not receiving the login OTP

• Check that the number entered is the one registered with your account.
• Wait 60 seconds before requesting a new OTP, and check your SMS spam folder.
• If DND is active on your number, SMS delivery can be delayed. Call us and we will verify you another way.

How do I add a family member?

Go to your profile and add the member with their name, date of birth, gender, and relation. You can then choose that member as the patient while booking any consultation.

Deleting my account or data

Write to privacy@gewohealth.com from your registered email. We confirm deletion within 5 working days and retain only the records we are legally required to keep — see the privacy policy.

Complaints and escalation

If your issue is unresolved after 48 hours, escalate to grievance@gewohealth.com with your earlier ticket details. Our grievance officer responds within 7 working days.