Help & Support

We're here to help you get the most out of Find Your Doctor.

Support hours

Monday to Friday, 8am - 5pm

Not for emergencies. If you are experiencing a medical emergency, phone 10177 (ambulance), 112 from a mobile, or go to your nearest emergency department immediately.

For patients

How do I book a virtual consultation?+

Open the Book Consult flow, choose a speciality, complete the short intake form, pick a doctor and an available time slot, then pay to confirm your booking.

How do I pay for a consultation?+

Payment is taken at the time of booking by card, bank transfer, or instant EFT (Paystack), or by direct EFT with proof of payment. You pay the doctor’s consultation fee plus a small service and payment fee, which is shown before you confirm.

Can I get a refund if I cancel?+

Yes. Consultations cancelled before the scheduled start time are fully refunded. If your doctor does not attend, you receive a full refund. Contact support if you need help with a cancellation.

How do I get my prescription?+

If your doctor issues a prescription, it appears in the app under your consultation and can be viewed, shared, or saved as a PDF.

How long can I chat with my doctor after a consult?+

A follow-up chat window opens when your consultation ends. You can message your doctor within that window for any follow-up questions.

Is this for emergencies?+

No. The app is not for medical emergencies. If you are experiencing an emergency, phone 10177 (ambulance), 112 from a mobile, or go to your nearest emergency department immediately.

For doctors

How do I set my availability for consultations?+

Go to the Consults tab and open Doctor Availability. Set your weekly working hours and block any dates or slots you are unavailable. Patients can only book within your available slots.

How do I start a consultation?+

When a booking is ready, open it from your schedule and tap Start Consultation to begin the secure video call. You can review the patient intake and any information they have shared in the in-call panel.

How and when do I get paid?+

You receive a payout for every completed consultation via Paystack or direct EFT. A single platform fee (currently 10%) is deducted from your consultation fee, with no monthly charges. Add your banking details under Profile > Bank Details.

How do I issue a prescription?+

During or after the consultation, use the prescription panel to add the diagnosis, ICD-10 code, and medications. The prescription is delivered to the patient in the app. Prescribe only within your scope and the HPCSA telemedicine rules.

What documents do I need to get verified?+

Upload the required documents shown on your Documents screen (for example your HPCSA registration certificate and practice registration). An administrator reviews them; every required document must be approved to unlock consultations.

What happens if a patient does not show up?+

If the patient does not join within the grace period, you can mark the consultation as a no-show. No-show handling is managed automatically by the system.

Can I message a patient after the consultation?+

Yes. A follow-up chat window opens when you end the consultation, letting you and the patient exchange follow-up messages for a limited period.