Most problems here have a two-minute fix.

My sign-in link never arrived

Four things cause almost all of these, in the order they usually happen.

• The link expired. Links last 15 minutes and work only once. If you asked for it earlier today, it is already dead. Request a fresh one.
• It went to spam. Check your junk or promotions folder for a message from The Medicine Check.
• The address has a typo. For your privacy we show the same confirmation whether or not an address is registered, so a misspelled address looks exactly like success. Try it again slowly.
• It is a different address. Use the one you paid with. If you are not sure which that was, check your card statement or Stripe receipt, or email us and we will look it up.

The link says expired or already used

Both are normal. A link dies 15 minutes after you ask for it, and it stops working the moment it is used once. That is deliberate: it means a link sitting in an old email cannot let anyone else in later. Request another.

It keeps signing me out

A sign-in lasts seven days, then asks again. It also ends early if you sign out, clear your browser data, or use private browsing. If you are being signed out much sooner than seven days, tell us which browser you use — that one is worth investigating.

How do I cancel, or change my card?

Sign in, open the member workspace, and choose Manage membership. That opens the Stripe customer portal, where you can cancel, update your payment card, or download receipts. Cancelling stops the next renewal; your access continues to the end of the period you have already paid for.

I want to cancel but I cannot sign in

Email us and we will cancel it for you. You do not have to solve the sign-in problem first, and you will not be asked why. Include the email address you paid with.

What does the $99 a year include?

The full Life Planner and annual projections, retirement-age and care stress tests, saved check-ins with comparisons, a printable annual report, and the Planner Companion for definitions and review preparation. It renews once a year until you cancel, and the price and renewal date are shown before you pay.

I want a refund

Ask. Tell us roughly what did not work — not because you have to justify it, but because it is usually the most useful thing anyone tells us.

My saved plan disappeared

By default your planning history is stored in the browser you used, not on our server. That is a deliberate privacy choice, and it has a real cost: clearing your browsing data, moving from your phone to your laptop, or using a different browser will not carry your history with it.

Two ways to protect against that, both in the member workspace. Export history saves a file you can keep and import later. Encrypted sync keeps a copy available across your devices, and stays off until you switch it on and confirm consent.

I want a copy of everything, or I want it deleted

Both are self-service in the member workspace, and neither needs an email to us. You can export your saved history, delete the history held in this browser, export or delete the synced copy if you turned sync on, and delete your account entirely. Deleting is immediate and cannot be undone, so export first if you want a record.

Is my health and money information used to train anything?

No. What you type into the calculators is not sent to our analytics, and the planner is arithmetic rather than a model that learns from you. The privacy policy is the authoritative version of this.

I changed a number and the result did not move

Results update when you press the calculate button, not as you type. If a figure looks stale after an edit, press it again. If it still disagrees with what you entered, send us the inputs you used and we will reproduce it.

The result seems too good, or too grim

Check the assumptions before the arithmetic. Retirement age, life expectancy, inflation and expected return move these results more than anything else, and small differences compound over thirty years. Every calculator lists what it does and does not model, and the Method page explains where the benchmark numbers come from and how often they are rechecked.

Printing gives me something odd

Use your browser's own print command rather than a screenshot. If a printed page comes out cut off or unreadable, tell us which page and which browser.

The Medicine Check is educational. That is a real boundary rather than a disclaimer we are hiding behind, and it is better said here than left for you to discover while waiting for an answer that is not coming.

• We cannot tell you whether to take, stop, or change a medication. That is a conversation with your prescriber or pharmacist, and the Medication Review Builder exists to help you have it.
• We cannot recommend investments, products, or providers, or tell you whether to retire at a particular age.
• We cannot give tax, legal, insurance, or estate advice, or review your personal documents.
• We cannot interpret your test results or symptoms.

If something is urgent and medical, contact your clinician or your local emergency number rather than emailing us. Email is not monitored around the clock and is the wrong tool for anything time-critical.

support@themedicinecheck.com

That address reaches Tyson directly. Replies usually come within two business days. Membership and billing problems, including cancellations, are handled first.

What to include

You do not need all of this, but each one saves a round trip:

• The email address you paid with, if it is about your membership.
• Which page or calculator, and what you expected to happen instead.
• Your browser, and whether you were on a phone or a computer.
• The exact wording of any message on screen.

What never to send

We will never ask for these, and you should not send them to us or to anyone claiming to be us:

• Passwords or full card numbers. We do not use passwords, and we never see your card.
• Social Security or national insurance numbers, or full account numbers.
• Medical records, test results, or images.

Email is not a secure channel. Describe the problem rather than attaching sensitive records, and we will say so if we genuinely need more.