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Frequently Asked Questions

<p><span style="text-decoration:none;" id="isPasted">Please forward us the request from your FSA, and we will work with the Flex team to issue you a new receipt.</span></p>

Please forward us the request from your FSA, and we will work with the Flex team to issue you a new receipt.

I submitted my Flex itemized receipt for reimbursement and my FSA requires more information?

EquiLife HSA/FSA Program FAQs

General HSA/FSA FAQs

How do I log into the EquiLife Health Portal?

If I am new to EquiLife, how do I create an EquiLife Health Portal account?

How do I login when registering a lab on labs.equi.life (instead of directly into the EquiLife Health Portal - either URL is fine and both enable you to register your lab)?

If I am new to EquiLife, how do I create an account when registering a lab on labs.equi.life (instead of directly into the EquiLife Health Portal - either URL is fine and both enable you to register your lab)?

Do I need a password and are there any password requirements?

What is a six digit, one-time code?

How do I receive the six digit, one-time code?

What should I do if I don’t receive my six digit, one-time code?

How long is my six digit one-time code valid for?

Can I request a resend of the six digit, one-time code?

What is a Passkey?

How do I create a Passkey?

How do I use a Passkey?

How do I know if my personal device enables a passkey?

Does my six digit, one-time code and Passkey work on equi.life and the EquiLife Health Portal?

If I’m logged into either equi.life or the EquiLife Health Portal, am I automatically logged into the other?

Is the six digit, one-time code and/or Passkey secure?

As a Provider, will I be automatically logged into my Provider Portal account or my personal portal account through the use of the six digit, one-time code or passkey?

Login Instructions For EquiLife Health Portal

How do I log into my EquiLife account?

If I am new to EquiLife, how do I create an EquiLife account?

How long is my six digit, one-time code valid for?

What is EquiLife’s Buy Again feature?

Where do I find past orders to utilize EquiLife’s Buy Again feature?

If I made a purchase during a promotion, does the Buy Again feature provide the same discount?

Am I able to change the shipping address information or payment method when utilizing EquiLife’s Buy Again feature?

Does EquiLife save credit card information?

How is my credit card information stored?

Can I opt-out of having my credit card information stored within the EquiLife checkout?

Am I able to store more than one shipping address within my EquiLife account?

How do I add an additional shipping address to my EquiLife account?

Can I ship to more than one location within a given transaction?

Is my stored credit card information secure?

Login Instructions For Equi.Life Website

What is EquiLife’s relationship with Flex?

How do I pay with my HSA or FSA card?

What is a Letter of Medical Necessity?

What if I don't have my HSA/FSA card available?

Why is my HSA/FSA card being declined?

Help! I didn't receive an email from Flex with my itemized receipt and/or letter of medical necessity. What should I do?

I would like to use multiple HSA/FSA cards to pay for an item. Can I do that?

My purchase receipt from Equi.Life has a different number than what my FSA was charged. How can we resolve it?

Is sales tax covered by HSA/FSA funds, or is it treated separately?

Can I use my HSA/FSA funds for a prior transaction?

Can I use my international HSA/FSA card?

Why do I need to provide EquiLife with health information to generate my Letter of Medical Necessity?

Do I need to do anything with my Letter of Medical Necessity?

How often do I renew my Letter of Medical Necessity?

Help! I mistakenly entered my name and/or date of birth and need to get an updated letter. Who can I reach out to?

Letter of Medical Necessity FAQs

The date on my Letter of Medical Necessity is one day different from my receipt.

My FSA says I need additional information added to my Letter for approval.

Help! I did not receive an itemized receipt and/or Letter of Medical Necessity from Flex. What should I do?

My HSA/FSA claim was denied. What should I do?

Can a customer purchase a product now and apply for FSA reimbursement in the next calendar year?

Can old (non-Flex) customers use their order confirmation email to apply for HSA/FSA reimbursement?

HSA/FSA Reimbursement FAQs

When do shipments arrive?

How much is shipping?

What is your return &  refund policy?

Where can I manage my subscription details?

Do the protocols come with directions?

How often do you offer sales & promotions?

Why don't my subscriptions count towards the free product promotions?

Do you offer quantity discounts or bulk buying discounts?

What are the hours of EquiLife's Customer support team?

How Do I Expedite My Refund?

Why am I unable to order Daily Fruit & Vegetable Blend from Australia?

Online Orders & Shipping Questions

I felt groggy the next morning after waking up. Could it be one of the supplements?

I feel bloated while using the shake in the morning - what can I do?

Can I mix my nutritional supplements in food?

Can I take my additional supplements on top of what you recommend?

Should I complete an intestinal cleanse?

Is it okay to take other supplements during the Candida and Bacteria Overgrowth Protocol?

What if I experience adverse reactions to the protocol?

Where can I find recipes?

Is the Daily Nutritional Support (DNS) Shake safe to use during pregnancy?

Is the Daily Nutritional Support (DNS) Shake safe to use in children?

Where do I find answers on the CBO Protocol?

Supplement FAQ

Is there an instructional video for how to collect my sample?

Sample Collection Videos

What has changed with the methodology for labs requiring bloodspot samples?

Which bloodspot tests utilize the updated methodology?

How is this testing different for the bloodspot lab tests?

Are my old recommendations from blood spot tests still valid?

Why are the ranges different for the blood spot lab tests? Are they comparable to my previous test?

Is there any change to blood spot collection?

How can I get my supplement and protocol recommendations?

Upgraded Methodology For Labs Requiring Bloodspot Samples

Is there a video showing how to collect a saliva test?

What if I cannot produce enough saliva for my samples?

What is the recommended timing for the collection of the 4 saliva samples?


What should I do prior to my saliva sample collection?

How long are my saliva samples viable for?

Is there anything I should avoid before collecting the saliva samples?


How do I mail my sample back (US)?

How do I mail my sample back (International)?

Adrenal Cortisol Stress Test

What is the recommended timing of collecting my sample?

Is there anything I should avoid before collecting the saliva samples?

Bedtime Cortisol Test

Are there any videos on how to collect a urine sample?

What should I do prior to my urine sample collection?

Do I need to avoid anything prior to taking this sample?

I'm planning to collect my urine sample for the Candida, Metabolic & Vitamins Test tomorrow morning. What if I wake up in the middle of the night to urinate?

I'm concerned that my urine sample may be too diluted. What should I do?

Can I collect a urine sample if I am on my menstrual cycle?

Can I take this test if pregnant or breastfeeding?

Why can't this test be ordered or completed in New York?

When should I do a retest for Candida?

I'm in the middle of the Parasite Protocol and I just received my Candida, Metabolic & Vitamins Test, can I run the lab now or should I wait?

Should I freeze my sample after collection?

How long can my urine sample stay frozen before shipping?

Candida, Metabolic & Vitamins Test FAQ

What if I cannot produce enough saliva for my samples?


How long are my saliva samples viable for?


DHEA Test

Can I take the Estrogen test while pregrant?

Can I take the Estrogren test if I'm menstruating?

Estrogen Test

What should I do prior to my blood spot sample collection?

Can I take this test if I am on immune suppressants?

Can I take this test if I am on blood thinners or have a blood clotting issue?

Can I take this test if pregnant?

Why can’t this test be ordered or completed in New York?

What if I do not get enough blood on the blood spots - can I add more to each spot on another try?

What if I cannot get enough blood to fill all five spots?

What should I do after completing the blood spot sample collection?

When should I do a retest for the Food Sensitivity Lab?

How long is the blood spot sample viable for?

Are there videos showing how to collect a blood sample?

How do I mail my sample back? (International)

Food Sensitivity FAQ

I can't find the instruction sheet, where can I get another one?

What should I do prior to my stool sample collection?

Do I need to collect my samples in 3 consecutive days? (what if I do not have a daily BM?)

How long are the samples viable for?

Can I do enemas before collecting my sample?

Can I take this test while pregnant?

The instructions say to freeze the collection in the white capped vial, should I freeze or refrigerate the other vials as well?

What if I fill the vial past the red line?

When should I ship my samples?

Is there a video showing how to collect a stool sample?

Gut Bacteria & Parasite Test FAQ

Men’s Wellness Test

What should I do prior to my hair sample collection?

Where should I take my sample from?

What if I do not have enough hair on my head?

What if my hair has been dyed recently?

When should I do a retest for the Minerals & Metals lab?

How current should the symptoms be when checking things off on the form?

I have additional questions about sample collection, who should I contact?

Is there a video showing how to collect a hair sample?

How do I send back my sample? (US)

How do I send back my sample? (International)

Minerals Metals FAQ

I'm planning to collect my urine sample for the Mold Test tomorrow morning. What if I wake up in the middle of the night to urinate?

Mold Test FAQ

What if I cannot get enough blood to fill all the spots on the card?

Where can I find videos on how to collect a blood spot sample?

Omega-3 & Inflammation Test FAQ

Can I take the Progestrone test while pregrant?

Can I take the Progestrone  test if I'm menstruating?

Progesterone Test


What if I do not get enough blood on the blood spots - can I add more to each spot on another try?


Are there any special precautions to take when collecting a blood spot test if on topical hormones?


Can I take this test if I am on blood thinners or have a blood clotting issue?


Do I need to avoid anything prior to taking this sample?


What should I do after completing the blood spot sample collection?


Prostate Health Test

How long is my blood sample viable?

Thyroid Panel Test

Can I collect a urine sample if I am on my menstrual cycle?


Can I take this test if pregnant?


I'm concerned that my urine sample may be too diluted. What should I do?


I'm planning to collect my urine sample for the Sleep & Stress Test tomorrow morning. What if I wake up in the middle of the night to urinate?


Should I freeze my sample after collection?


What day should I collect my lab samples?


Sleep & Stress Test

Is this a video showing how to collect a saliva test and blood test?

What day should I collect my lab samples?

What is the recommended timing for the collection of the 4 saliva samples?

Are there any tips for getting enough blood?

Can I take this lab if on hormone medications?

Are there any special precautions to take when collecting a blood spot test if on topical hormones?

I submitted my Flex itemized receipt for reimbursement and my FSA requires more information?Updated 15 days ago