On this page
In this guide
Direct answers to common questions about ScalerMD, onboarding, integrations, launch, and support.
Platform and fit
What does ScalerMD do?+
ScalerMD connects configured commerce, payment, clinical, pharmacy, patient-communication, and operational workflows so client teams can manage the journey with fewer manual handoffs.
Does ScalerMD replace every system we already use?+
Not necessarily. ScalerMD can connect supported systems that remain part of your stack. Your implementation should identify what stays, what changes, and which system is authoritative for each part of the journey.
Who is ScalerMD for?+
The strongest fit is an organization launching or operating a cash-pay telehealth program that needs coordinated product, payment, clinical, fulfillment, and patient workflows.
Does ScalerMD make clinical decisions?+
No. Licensed clinicians independently determine eligibility, diagnosis, treatment, and prescribing. ScalerMD supports the configured workflow around those decisions.
Onboarding and launch
How long does onboarding take?+
Timing depends on product scope, account access, credentials, clinical readiness, payment setup, certification requirements, client approvals, and testing. Your implementation owner should maintain the confirmed dependency-based launch plan.
Can I skip an onboarding step?+
The interface may allow an item to be deferred, but features that depend on it can remain unavailable. A skipped integration or compliance item must still be completed before the related workflow can be approved for launch.
Does onboarding approval mean we can go live?+
No. Account approval unlocks the workspace. Product mappings, payments, patient communications, compliance work, external dependencies, and end-to-end tests must also be completed.
Can ScalerMD guarantee LegitScript or processor approval?+
No. ScalerMD can support preparation and configured workflows, but the reviewing organization controls its decision and timing.
Integrations and operations
What is the difference between a source and a destination?+
A source is where a product, order, or patient journey originates. A destination is the clinical or downstream platform that receives configured information and continues the workflow.
Why can’t I see part of the dashboard?+
Some areas require approved onboarding, the correct account role, or an active destination integration. Confirm those dependencies before treating the missing navigation as an error.
Which system has the final status?+
That depends on the event. The payment system is authoritative for movement of funds, the clinical record for clinical decisions, and the fulfillment system for shipment activity. ScalerMD presents and coordinates available information from those systems.
Can we change products after launch?+
Yes, but changes to products, variants, destination services, or fulfillment paths should follow change control and end-to-end testing before live traffic uses the new configuration.
Support and privacy
Where should patients ask medical questions?+
Patients should use the clinical communication route provided by their care program. General ScalerMD platform support cannot answer diagnosis, treatment, dosing, or side-effect questions.
What should I include in a support request?+
Include the affected feature, integration, action attempted, expected result, exact error, timestamp and timezone, and a non-sensitive identifier through the approved secure channel.
Can I email a screenshot of a patient record?+
Do not send patient information through ordinary email or a public form. Use the secure support route approved for your account and share only the minimum information necessary.
Need more help?
Review the safe support options before sharing account context. Keep patient information and credentials out of ordinary email.