7. Troubleshooting & Support

📩 Primary Support Channel

All technical, platform, account, or coordination-related issues must be submitted via email to:

👉 support@rewakenlife.com

Please allow up to 48 business hours for a response. Our Support Team reviews every inquiry in the order it is received and will respond with a resolution or next steps.

🛠️ When to Reach Out

Common issues that should be reported include:

• Trouble logging into the Coordinator platform

• Issues submitting patient intake or consent forms

• Problems with patient appointment scheduling

• Commission or payout questions

• Malfunctioning links, forms, or app behavior

• General technical bugs or glitches

❗ For Urgent Medical or Clinical Issues

Patient Coordinators do not provide clinical support.

If a patient is experiencing an urgent medical issue related to their care or medication, they must be instructed to:

• Contact their prescribing provider directly

Coordinators must not provide medical guidance, alter treatment plans, or attempt to “fix” clinical issues.

🔄 Escalation & Follow-Up

If a support inquiry is not resolved after 48 business hours:

• You may reply directly to the original email thread with a polite follow-up

• Escalations are triaged internally based on severity and patient impact

Multiple duplicate emails will not result in a faster response and may delay processing.

🔐 Confidentiality Reminder

Never send protected health information (PHI), personal patient data, or screenshots of confidential records in a support email.

All communication must comply with HIPAA and Rewaken Life’s Data Security Policy.