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FAQs: For the End User

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Registration and Account Questions
What is the process I can expect during registration and what kind of personal information do you gather?
How many reminders can I create with my user account?
Are there any fee's associated with using the Intelecare service?
How do you ensure that your site and data are secure?

Privacy and Opt-Out
(Layman's) overview of the Intelecare Privacy Policy.
Will you share my personal information with third parties?
Is Intelecare covered by HIPAA (Health insurance Portability and Accountability Act)?
How do I opt-out of receiving educational or promotional information from third parties?
Can I still receive reminders even if I opt-out of receiving educational or promotional materials?

How do I...
create a new account?
create a reminder?
edit/change a reminder type for an existing reminder without creating a new entry?
add another phone number or email address to my profile?
add multiple daily reminder times for the same medication?
retrieve my lost/forgotten password?
cancel my subscription?

Troubleshooting
I'm not getting my email reminders.
I'm not getting my text message reminders.
I'm not getting my voice reminders.




What is the process I can expect during registration and what kind of personal information do you gather?
During registration, we require that you provide us with some basic personal information, including your name, birth date, and email address (this is used as your site user ID and login as well). We also ask you to accept our Privacy Policy and Terms and Conditions of Use and provide you a chance to review these policies prior to completing your registration. In addition to reminders, Intelecare may, from time to time, be able to provide you with educational content about compliance or medical conditions and healthy lifestyle tips. You will also have an opportunity to elect to receive this information by "opting-in" to this optional service.

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How many reminders can I create?
There is no limit to the number of reminders you can create on the system.

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Are there any fee's associated with using the Intelecare service?
Nothing. Zero. Zilch. Nada. Zippo. All Intelecare accounts are free for all users!


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How do you ensure that your site and data are secure?
Intelecare takes data security seriously. We use Extended Validation ("EV") SSL certificates that provide encryption levels up to 256-bit (the highest level available). In addition, Intelecare's security measures cover all three critical security areas (Physical, Operational and System), including biometric scanning for controlled access and ISO-certification requirements. In sum, Intelecare data, and your information as a subscriber, is secure. If you wish to learn more about our Security Policy including our compliance with the new HITECH ACT, you may review our Security Overview.

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(Layman's) overview of the Intelecare Privacy Policy.
Intelecare is serious about privacy. Intelecare will not share your personally identifiable information with any third party without your consent, unless required by law or necessary for administrative purposes. Your personal information will be used by Intelecare only to provide you with reminders and other services, including informational materials. You can opt-out of receiving this information at any time. Intelecare may, from time to time, share aggregated information (for example, "there are X number of females that have created reminders") with third parties but will not share information that is specific to you without your consent.

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Will you share my personal information with third parties?
Never! Intelecare is proud to have one of the strictest privacy policies in the industry. We will never share your information with any third party, for any reason. Moreover, any communications that you opt-in to receive will be sent from Intelecare, not any sponsoring organization. This ensures that your personal information will never be misused.

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Is Intelecare covered by HIPAA (Health Insurance Portability and Accountability Act)?
Many people use the word HIPAA without truly understanding what it means. HIPAA is a federal law that governs how certain health care institutions (for example, hospitals and doctor's offices) and health information "clearing houses" use and share Personal Health Information of individuals. These organizations are called "covered entities" and are required to comply with the regulations contained within the Act.

Intelecare is not a covered entity as defined under HIPAA and does not, as part of its routine services access or process any Protected Health Information (as defined in HIPAA). Regardless, Intelecare does take all reasonable steps to protect the confidentiality, privacy and security of all personal information provided by its members and shall not disclose any such information to any third party, except as required by law. And in many cases, provides data protection that is superior to the guidelines outlined within the Act.

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How do I opt-out of receiving educational or promotional information from third parties?
To stop receiving information from third parties, simply Login to your account and click on the "Profile" link which can be found under the welcome message in the top right hand corner. Under the "Interests" section click the Edit information button and uncheck the box that reads, "Yes, I would like to receive information based on my area(s) of interest and active reminders." If you also want to stop receiving our email newsletter you may also un-check "Yes, I would like to receive Intelecare's monthly email newsletter, IntelePulse". When satisfied, click the Update button at the bottom of the screen.

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Can I still receive reminders even if I opt-out of receiving educational or promotional materials?
Yes.

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How do I create an account on Intelecare?
You must register by answering a few basic questions by using our secure online form. Click Register and start receiving your reminders today!

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How do I create a reminder?
First, make sure you are logged in. You can Login from the homepage and on any page within the website. There is always a Login shortcut link in the upper right hand corner of the screen. Creating a reminder is as easy as clicking the link below the color-coded icon that represents the type of reminder you wish to create. You can create reminders:

  1. to TAKE your medication
  2. to REFILL your prescription
  3. to remind you of a scheduled appointment
  4. for some other action like monitoring your vitals (for example, checking your blood sugar) or managing your lifestyle (like changing your toothbrush or exercising!)

As an example, let's begin by clicking on the link below the blue "Take My Medication" icon. Please note, all the reminder types folllow these same steps:

  1. Notice how the site turns gray and a new screen appears containing all the questions required to create a new reminder. This same process will occur, no matter what type of reminder you choose to create.
  2. Take a quick glance at the screen - you will see category headings in the color blue. Let's call those "sections." Each section needs to be completed to properly create a reminder.
  3. Begin by selecting your medication from the drop-down menu. The most commonly prescribed medications are listed in alphabetical order. If you can't find your medication, simply type the name of your medication in the "Other" field. Note the green check mark that just appeared. After the system recognizes a valid entry, it let's you know with this check mark that the section is complete and you are ready to continue.
  4. Now, select the start and end dates for your reminder by clicking on the calendar icons. Taking a medication indefinitely? Simply leave the End Date field blank. You can always edit or delete the reminder later.
  5. Now, let's choose the frequency - or, how often you take the medication. You'll notice that if you choose Weekly or More than Once a Week, you must then select the day or days of the week.
  6. Next, select the time that you need to take the medication and your time zone. You can add additional times during the same day by clicking the "Add additional reminder time" link.
  7. Lastly, select how you want to receive your reminder message. You can receive it by email, as a text message to your mobile phone, or as an automated voice call to any telephone. Simply check the box next to the way you want to receive your reminder. You can select any or all options available to you.
  8. If you don't see the email or phone number you want to use listed, click "Add a new..." from the drop down menu, type your information and click "OK". Once you have completed all steps click "Save Reminder".

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How do I edit/change my reminder type (email, text message or voice) for an existing reminder without creating a new entry?
Once you log into the system, you are brought to your Personal Reminders Home Page. Here, under the My Reminders section you will see a list of all your reminders. If you are logged in and on another screen, simply click the "Reminders" link on the upper right hand side of the screen.

  1. Find the reminder you want to edit. Now, look to the right and you will see the Edit and Delete options
  2. By clicking the Edit link, you will see the same screen you used to create the reminder appear. Now, make your updates and click Save Reminder.
  3. Now, let's delete a reminder. Find the reminder you would like to delete. Look to the right and you will see those same Edit and Delete options. Click delete and a screen will appear asking if you are sure you want to delete the reminder. Click OK. The changes are effective immediately.

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How do I add another phone number or email address to my profile?
There are two ways to add phone numbers and email addresses to your account - (1) during the process of creating a reminder or by going back into and (2) editing your profile page. Of course, you must be logged in to perform these tasks.

Let's start with adding a phone number or email address during the process of creating a reminder.

  1. The last step in creating a reminder is to select how you want to receive your reminder message. You can receive it by email, as a text message to your mobile phone, or as an automated voice call to any telephone. Check the box next to the way you want to receive your reminder. You can select any or all options available to you.
  2. If you don't see the email or phone number you want to use listed, click "Add a new..." from the drop down menu, type your information and click "OK". Once you have completed all steps click "Save Reminder". The information you added will be automatically stored for future use.

Now, let's add a number by editing your profile.

  1. One you have logged into the system, you will see a link to your "Profile" under the welcome message in the upper right hand corner.
  2. After you click on the "Profile" link, you will see "Delivery Method(s)" on the right hand side. Click on the "Edit Information" button.
  3. Here you can enter or remove email addresses or phone numbers. Don't forget to check the Mobile Phone box if appropriate. Now that you're finished, click "Update" to store the new information.

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How do I add multiple daily reminder times for the same medication?
There are many patients that take the same medication multiple times each day. During the process of creating a reminder, you will be asked what time of day you wish to receive your reminder. In this section you can add additional times for the same day.

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How do I retrieve my lost/forgotten password?
Click here to request your password. It will be resent to the primary email you used upon registering with Intelecare. You will be sent a temporary password and be instructed to change it once logged into the system. In order to protect the privacy of our user's accounts, we will never give out password or account information out over the phone.

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How do I cancel my subscription?
There are a few ways to achieve this. If you simply want to stop receiving reminders, you can delete all your active reminders from your "Personal Reminders" page. Your account will stay active in case you wish to come back and create a reminder in the future.

If you wish to actually cancel your user account, you may do so in your Profile settings under Personal Information. Select "Deactivate Account" - all changes are effective immediately and any active reminder WILL NOT BE SENT once you deactivate.

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I'm not getting my email reminders, what can I do?
If you are not receiving your email reminders, there is a chance your reminders are being caught in your email system's spam filter or in your junk folder. Although Intelecare has developed a proprietary method of email delivery that limits this occurrence, you can help us to ensure that your reminders get through by entering the reminders@intelecare.com email address into your email address book to ensure the reminder is not getting caught in a spam filter.

If you are still not receiving your reminders, check your reminder profile to be sure that you have included all of the proper information for your reminder. For example, check to be sure that your email address is correct and that you have not included an end date that has passed or one that needs to be updated. You can check your reminder queue by looking at the My Reminders section and clicking edit next to the reminder in question. Correct any necessary information and click "Save Reminder".

If you are still not receiving reminders, call or submit a help desk ticket online so we can look into the problem. Please be sure to include all relevant information in your request as many times issues specific to a users computer, operating system, program and/or version number.

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I'm not getting my text message reminders, what can I do?
More often than not, we find that the reminder has actually expired. Our first suggestion is to login and click "edit" for the reminder(s) you are not receiving and make sure the end date has not passed. If it has, you can update the date and click "Save Reminder."

If the reminder end date has not passed, look at your phone number listed - be sure you have entered a mobile phone number that can receive text messages. If you need to update click "Edit" for the reminder(s) in question, enter the correct number and click "Save Reminder."

If you are still not receiving reminders, call or submit a help desk ticket online so we can look into the problem. Please be sure to include all relevant information in your request as many times issues specific to a users computer, operating system, program and/or version number.

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I'm not getting my voice reminders, what can I do?
Our first suggestion is to login and click "edit" for the reminder(s) you are not receiving and make sure it is an active reminder by checking the date, time (and time zone) and the phone number listed in the drop down menu. If the information is out of date, simply update the specifics as needed and click "Update."

If you are still not receiving reminders, call or submit a help desk ticket online so we can look into the problem. Please be sure to include all relevant information in your request as many times issues specific to a users computer, operating system, program and/or version number.

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Customer Support

Telephone Support
9 AM - 5 PM EST
Monday - Friday
(877) 230-7492

Email Support
support@intelecare.com