How does my patient log into their Fay account?
Patients can log into their Fay account at app.faynutrition.com using either their email address or phone number.
How does my patient update their phone number?
To update a phone number in Fay, your patient should click the settings icon next to their name in the bottom-left corner of their screen. From there, they can edit the phone number associated with their Fay account.
How does my patient update their email address?
To update an email address in Fay, your patient should click the settings icon next to their name in the bottom-left corner of their screen. From there, they can edit the email address associated with their Fay account.
How does my patient change their name?
To update a preferred first name in Fay, your patient should click the settings icon next to their name in the bottom-left corner of their screen. From there, they can update the preferred first name associated with their Fay account.
How does my patient update their insurance information?
To update insurance information in Fay, your patient should click the settings icon next to their name in the bottom-left corner of their screen, then select Insurance to update their insurance details. They can also switch to cash pay following the same instructions.
What should my patient do if they are told their insurance is not valid?
If your patient sees the message "Your insurance company could not verify your information" from the “Get your estimate” tool, their insurance plan may not be active or the information entered may not match what is on file with the insurance company. Ask your patient to double-check the following:
Confirm their member ID is entered correctly
Enter their first and last name in all caps, as the field may be case-sensitive
If the issue persists, it typically means the plan is either not eligible or not currently supported by Fay. While Fay continues to expand insurance coverage, not all plans can be verified at this time.
In the meantime, patients can still book using cash pay by selecting that option, confirming the price, and scheduling their appointment.
How does my patient update their credit card on file?
To update payment information in Fay, your patient should click the settings icon next to their name in the bottom-left corner of their screen, then select Payment to update their credit card details.
How does my patient download the Fay app?
The Fay app is available for both iPhone and Android. Your patient can download the app from the App Store or Google Play Store. Once downloaded, patients can use the Fay app to manage appointments, join sessions, share journal entries, chat with their dietitian, and more.