How can we help?
Accounts & Payment
The settings menu can now be found in the Menu icon on the left upper corner shown as (). Within setting you can find Monitor, Clinical Records, Tests and Kits, Subscriptions, Membership, Family, FAQ's and Terms and Conditions.
You can add a pharmacy by “medical Records” icon from the bottom bar and clicking “Pharmacies”. Here you can search for a pharmacy in your area and add them to your list of preferred pharmacies for you to use when you have a prescription.
To add your GP practice details please go to your “Profile” from the bottom bar and start typing your surgery name. The box will show you matching names. You can select the your GP surgery name; your GP surgery’s address auto-populates. Please CHECK that the address of the GP surgery is correct as there may be more than one (01) GP surgeries with the same names in the UK.
To change and update your details go to the Profile icon and change your details or picture or password. To change/amend/add “Medication”, “Allergies” “Pharmacies” and “Medical History” > go to “Medical records in the bottom bar and add/amend the details.
Click the menu () icon on the top left corner and click the Log out button at the bottom of the page.
You can access your previous appointments by going to the Appointments icon in the bottom bar, click Appointment History and then view your appointments by date/time.
If you are a new monthly NextGen subscriber, the initial subscription period is 3 months. The annual subscription period is a year. After this point, you can cancel at any time and there will be no additional charge.
Simply click on the Menu () icon on the top left corner and click > Membership > Downgrade membership >. NextGen then asks whether you are you sure you want to downgrade your membership. Tap ‘do not continue’ to cancel. The app then asks why you have decided to downgrade (this information is really important for us to make sure we are offering the best possible service) then press ‘Continue’. You will be switched to Pay-As-You-Go and will not be charged further monthly fees. You can continue to use all the other free NextGen features and pay for GP consultations as and when you need them. For monthly subscriptions, after the initial 3 months, if you cancel your subscription half way through a month you will be charged for the whole month and not refunded for any unused period. You will be sent emails confirming payments and cancellations. The initial monthly subscription period for new NextGen users is 3 months, you cannot cancel within this time.
No it isnot included. As a subscriber you will pay just £35 for an appointment with a NextGen specialist. For pay-as-you-go members a specialist appointment costs £45.
No, your subscription only covers you. However, you can subscribe your family members through Family Member section, and you don't have to be subscribed yourself to do this. The family member section can be accessed using the left menu () icon on the top left corner and clicking the option for “Family”.
To change your subscription, click on the left menu () icon on the top left corner, depending on your phone. Click 'Subscriptions', select the subscription you wish to edit and then select the Payment Choice. You have the choice of a Monthly Subscription, Annual Subscription or Pay-as-you-go.
You will be prompted to subscribe or pay for a one off consultation when you book a consultation through the app. Alternatively you can go to Menu, Subscriptions and select your Payment Choice there. You will receive confirmation of your subscription via email.
If you are unable to get past this screen, it sounds like your account is pending. Please contact firstname.lastname@example.org and we would be happy to assist in getting this fixed.
No, we aim to be here for you whenever you need us, so a monthly or annual subscription allows you to have an unlimited number of GP consultations. For more information on pricing please visit the pricing section of our website.
For monthly subscribers, each month your subscription will be renewed automatically unless you change your subscription to Annual or Pay-as-you-go. Annual subscriptions also renew automatically.
Promotion and Membership codes
On your mobile: If you have a promotional code, you can add this during registration or payment. To add a promotional code to an existing account you can go to the Menu icon at the bottom or top of the home screen > Subscriptions > Edit > select the subscription you wish to edit and enter the promotional code into the field available. Please note if you enter your promotional code during a month of a subscription you will not be refunded. If you have any problem, please email email@example.com On the web: If you have a promotional code, you can add this when signing up. To add a promotional code to an existing account you can click on the drop-down menu at the top right-hand corner of your account home screen > Subscriptions > Edit > select the subscription you wish to edit and enter the promotional code into the field available. Please note if you enter your promotional code during a month of a subscription you will not be refunded. If you have any problems please email firstname.lastname@example.org
A membership code gives you unlimited access to GP's and assigns you to a certain network. A promotion code is valid for a certain length of time or a certain amount of consultations, it will also have an expiry date.
For members of your family under the age of 16, you can add a promotional code to their account by going to the Menu icon, and switch user to select the family member. Click Subscription, click Edit, and add the code under add promotional code. To add a membership code, go to the Menu icon, switch family member to the one required and add the code at the bottom of the page where it says Membership Type..
This sounds like you are on a membership code and your details will have been supplied to us by your employer which we then crosscheck before the code can be validated. Please make sure your name and date of birth you have used to register match the same on your insurance policy with your employer. If you have any problems please email email@example.com
You can either contact your employer directly to find out your promotional code or please contact firstname.lastname@example.org Please take note if this is a promo or membership code, as they are input into separate fields in the app.
On your mobile: If you have a membership code, you can add this when signing up. To add a membership code to an existing account you can click on the Menu icon or top of the home screen, click Membership > and enter the membership code into the field available. Please note if you enter your membership code during a month of a subscription you will not be refunded. If you have any problems please email email@example.com
Cancellation and Refund
No. You need to ensure that at the time of your consultation you have a good WiFi or mobile internet connection.
NextGen requires 24 hours’ notice before cancelling a Specialist appointment. If you cancel within 24 hours of the appointment you will not be entitled to a refund. This is because our Specialists are booked in advance and cannot be re-assigned within this time.
Unfortunately, we are not able to offer refunds. However, you can cancel or change your subscription to annual or pay-as-you-go at any time and you will not be charged.
The initial subscription period for the Monthly subscription option is 3 months. You can’t cancel within this time. After that, you can cancel your membership at any time but we won’t refund for unused period of subscription. Please email firstname.lastname@example.org for help with cancelling your subscription.
Trouble signing in
If you haven't received your reset password email within a few minutes, please check your spam or junk folder. If it's still not there, then please ensure you have given us the correct email address with no spelling mistakes or errors. If everything is correct, then please get in touch at email@example.com
In the Menu section, you will see an option to “Change Password”. If you have forgotten your password click on the 'Forgotten Password' link at the bottom of the screen. NextGen will then send an email to your registered email account. Simply follow the prompts to reset your password.
When you reset your NextGen password you should receive an email within a few minutes. If you have tapped on the 'forgotten password' link again, only the most recent link sent to you will be valid. If you are still unable to reset your password, please get in touch.
You can subscribe to our service for just £25/month and as part of that subscription you will get unlimited GP consultations. You can also have Pay-as-you-go GP appointments with NextGen GP's which cost £25 per consultation. For more information, please visit our pricing page.
The NextGen monthly or annual subscription provides you with unlimited GP consultations. Specialist consultations are paid on a pay-as-you-go basis and this is in addition to your subscription. For Specialist consultations, subscribers pay £35 per session and pay-as-you-go members pay £45 per session. Access to all other features of the NextGen services (symptom checker, Medical records, Asking questions, Healthcare blogs) is included in your FREE subscription.
NextGen is a private healthcare service. We are fully regulated by the CQC (Care Quality Commission) and all of our doctors are UK based, GMC registered, and average 10 years’ professional experience. Because we're private healthcare providers, we are not subsidised by the government for the services we provide. This means that if you would like to use the NextGen service and benefit from having GP consultations in minutes wherever you are, you will have to pay via one of our subscription options or by having a 'pay as you go' appointment.
If you believe you have been charged for a monthly subscription when you have changed your subscription plan please contact us directly at firstname.lastname@example.org
No you won't. You will, however, receive immediate email confirmation of any payment.
If you would like to change or add a payment card you can go to the Me section > Membership > Payment Details > and add the details of the card. This will be the same card that is used for all payments in the app until you decide to update the details. Please remember, we do not store any card details; however, our payment gateway provider saves all information in an encrypted way and are PCI compliant.
We accept Visa (debit/credit), MasterCard (debit/credit), and PayPal.
Please email our support team at email@example.com
We apologise for the inconvenience, please contact firstname.lastname@example.org and they will be able to remove you from our email distribution list immediately.
We treat all requests for cancellation in accordance with the guidance provided by the Data Protection Act 1998 and the Information Commission Officer. Your request will result in your membership being suspended and your data being put beyond use. This means NextGen as the data controller holding the data, is not able to, or will not attempt, to use the personal data to in a manner that affect the member in anyway. You will be able to access your data for 10 years from the date of registration through the app, if you so wish. NextGen commits to permanent deletion of the data after a period of 10 years from the date of the cancellation request. NextGen will never give any other organisation access to personal data, and holds all personal data with technical and organisational security which complies with the keeping of health records. We recommend that you delete the NextGen app from your device and cancel any subscription in the app before deletion. If you wish to reactivate your account in the future, any data previously held will be available to you providing reactivation occurs within 10 years from the date of your cancellation request.