Contact HY Support

by Gold3nlily

This is the 4th time I am using this app. I used it three times for rashes and once for a bad cold. I was actually helped with the cold but had to go to an actual doctor because the help I received on HY did nothing for the rashes and moreover prolonged my problems with them.

My first few experience with HY were decent in terms of wait time and customer service, but my last two experiences with either were very bad. I had serious technical issues with the process that wasted a lot of my time. First of all, the video waiting room never shows up in a dashboard, so if I make a video appointment an hour away, I can’t let my phone sleep or use any other apps during the wait or I will loose my appointment. So now I do phone calls only and last night I revived 3 phone calls that hung up as soon as I answered them. Then the customer support argued with me / invalidated me about whether that happened! It was ridiculous and unnecessary because all I wanted to do was be added back to the beginning of this list because that was a technical issue and not my fault. So I’m trying that appointment again this morning but worry that the same thing will happen and that I wont receive any help from customer support.

I like the concept of the app but have not had good results whether or not they can successfully connect me with a doctor. After today I might not think it’s worth it to ever try again.

by EzgiTodurge

Worst app ever. I have been using it for 1.5 years and I’ve never had a therapist appointment where we didn’t come across technical issues. Video feature works 1 out of 10 times MAYBE. Most of my therapy sessions have been over the phone which is not effective at all. The only reason I continue to use it is because it’s paid for with my tuition on the grad school I am attending. I don’t have other insurance so beggars can’t be choosers. I’ve sent so many messages to the help department and they can’t seem to fix anything. No improvement in any of the issues I’ve encountered in the last 1.5 years. Baffling. Desktop info doesn’t match app info. Appointment times show incorrectly. If you are looking to pay to get service- stay away from this app/company.
- Update
It’s been over two years - the app has gotten worse. Still using cause it’s free through grad school.
Majority of the time app doesn’t even work. Freezes. Doesn’t allow appointments to be made over video (often chooses phone as default). Both desktop and app versions are extremely frustrating and 90% of the time do not work. Despite countleee troubleshooting emails I’ve sent - nothing has improved.

by Aces619

Son needed to see a dr. No information on how to request a visit for him if under 18. Learned the primary insurance holder has to create an account first which would have been helpful to know prior to creating the spouse (mother) account. After completing info, says to go to waiting room. Get a call and says dr is there but we had app open to screen and nothing happened. Get a text asking if I still needed dr. And had to wait again. Next dr joins with message saying he’s reviewing medical records. Dr never joined, no text or email like it said I would get, just cancelled visit. 3rd time had to start over…next dr joins..finally works. Visit was fine, confirmed what we were thinking, but seemed irritated if we asked a question. Didn’t really ask about medical history, current meds, etc. it was more or less - looks like this and sent an Rx over to pharmacy. Now can’t find any info on Rx called in or details. Visit info under my son produces error. Messages from dr. Just says to f/u in 4 days if not better. No email info. Whole app and process is frustrating. Used telehealth in past and this one is not worth the time or frustration.