TeleTest Support - FAQ#

Quick navigation to answers about your TeleTest account, appointments, payment, prescriptions, results, and lab requisitions.

This section covers the operational side of using TeleTest - your account, payment, scheduling, and what to expect at each step. For information about specific tests or treatments, see the topic pages in the sidebar (Sexual Health, Hormones & Fertility, General Health Screening, Skin Conditions, etc.).

Pick the section that matches your question#

  • Account & Profile - Creating, deactivating, or changing your account; password reset; UHIP / out-of-province health cards.
  • Appointments - How a TeleTest consultation works (asynchronous Secure Mail by default, real-time chat available for every consultation), identity verification, follow-up requests.
  • Payment - Pricing, refunds, double charges, insurance and HSA receipts, why intakes get cancelled.
  • Prescriptions - How prescriptions are sent to pharmacies, pharmacy issues, side effects, renewals, what we do and don't prescribe.
  • Results - Notifications, turnaround times, follow-up on abnormal results, privacy, OLIS and provincial lab databases.
  • Tests and Lab Requisitions - Lab requisition logistics, switching labs, what we test for, insured vs uninsured tests.

You can also press Ctrl+K (or Cmd+K on Mac) to search every page.

When to contact us vs book a consultation#

Use our contact form for:

  • Account, billing, or technical issues
  • Confirming a prescription was faxed
  • Requesting a pharmacy or lab change after the requisition was sent
  • Anything covered in the pages above that isn't fully resolved

Book a new consultation for:

  • Any medical question, including questions about your symptoms, your medication, or a result that wasn't flagged abnormal
  • New prescriptions, dosage changes, or prescription renewals
  • Additional or repeat testing
  • Anything that needs clinical judgement

Our administrative team cannot give medical advice by email - those questions need a clinician chat. For typical response times, see Contact Us.

Last reviewed: Spring 2026. Reviewed by Dr. Mohan Pandit, Chief Medical Officer at TeleTest. We review this page periodically as medical guidelines, lab practices, and provincial programs evolve. This page is for general information, not personal medical advice. If you've noticed information that may be out of date or have suggestions, please contact us - we appreciate the help keeping these resources accurate.

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