Several ways to reach Oana support, depending on what you need:
For administrative questions, account issues, billing, shipping, or general inquiries:
- Email: support@oanahealth.com
- Through your account: message Oana support directly from your account dashboard
- Response time: typically within 1 business day, faster for time-sensitive issues like missing shipments or cold-chain failures
For clinical questions about your treatment:
- Message your Oana clinician through your account. This is the right channel for questions about your medication, side effects, dose adjustments, or how your treatment is progressing.
- Response time: typically within 1 business day for clinical messages. Urgent clinical concerns get prioritized.
For medical emergencies:
Do not use the messaging system or email Oana support for medical emergencies. Time-sensitive medical situations require immediate care.
- For life-threatening emergencies: call 911 or go to your nearest emergency room.
- For suicidal thoughts or mental health crisis: call or text 988 (Suicide & Crisis Lifeline), or go to your nearest emergency room.
- For non-emergency urgent medical concerns: if you're not sure whether something is an emergency, err on the side of seeking in-person care. Your Oana clinician can review afterward, but immediate care is what matters in the moment.
For specific types of issues:
- Missing or damaged shipments: support@oanahealth.com or through your account. Include order number and photos if applicable. See "What if my medication doesn't arrive or arrives damaged?" in the Shipping section.
- Billing questions or refund requests: support@oanahealth.com or through your account. Include the relevant charge date and amount.
- Account access issues: if you can't log in or reset your password, support@oanahealth.com with as much identifying information as you can provide.
- Privacy questions or data requests: support@oanahealth.com. Specific privacy requests (data download, data deletion, etc.) may take longer to process than standard support inquiries.
What to include when contacting support:
To get a faster, more useful response, include:
- Your name (and email associated with your account if writing from a different address)
- Your order number or account ID if applicable
- A clear description of the issue what happened, when it happened, what you've already tried
- Photos if relevant (damaged packaging, error messages, etc.)
What support can and can't do:
- Support can help with: account access, billing, shipping, subscription management, general questions about Oana, technical issues, refund requests.
- Support cannot: make clinical decisions, adjust your dose, prescribe medications, or provide medical advice. Those questions need to go to your Oana clinician through account messaging.