Help & FAQs

How does Quindlee work?

Choose a care option and describe your condition to Quinn, our AI health assistant. Quinn uses NZ medical guidance to gather your history and draft a care plan. A NZ-registered clinician reviews the plan and decides your care: advice, an appropriate prescription or medical certificate, or a recommendation for in-person care. They may ask for more information before deciding.

Is Quindlee a video GP appointment?

No. Start with a written conversation with Quinn, our AI assistant. There is no appointment or video call to book. A registered clinician then reviews the information and decides your care. If you prefer a live appointment, our online GP comparison explains the different options.

Can I keep my usual GP?

Yes. Using Standard Quindlee care does not enrol you with WeCare or change your usual general practice. You choose whether to share each approved consultation summary with your usual practice. WeCare enrolment is a separate choice.

How long does an online consultation take?

You can answer Quinn’s questions at any time. Clinicians review during Monday to Friday, 8am–6pm, when a case is usually reviewed within about 20 minutes.
Outside those hours, the page shows the next review window before you submit. Clinicians also run a 9am check Saturday and Sunday.
You can follow your request and find issued documents in My care.

What does online care cost?

Your first eligible approved consultation is free, once per account including dependants. After that, Standard is $29.90 NZD. WeCare Members pay $9.90. Separately enrolled under-14s stay free.

When a fee applies, your card is authorised on submission and charged only if care is approved. Otherwise the hold is released. Medicine and pharmacy charges may be extra.

Why can I see a pending card payment?

When a fee applies, submission creates a card authorisation: your bank may show this as pending. It is captured as a charge only when care is approved. If care is not approved, the hold is released. Your bank controls how quickly a released hold disappears.

If the amount or status looks wrong, contact support with your consultation reference. Do not email your full card number or security code.

How do I receive my prescription or medical certificate?

A clinician-approved care plan and, when appropriate, a prescription or work/study medical certificate. Prescriptions go to your chosen pharmacy; your care documents are saved in My care. Each care option explains its scope and what you can receive.

For medicine collection, check your pharmacy’s opening hours and whether the medicine is ready. For a work or study certificate, you receive a signed PDF if the clinician approves it. See medical certificate requests or read the prescription guide.

What do I need for the identity check?

Before any prescription or certificate, we confirm who you are with Stripe Identity — a photo ID and a selfie. Quindlee never stores your identity documents. Verify at submission or later from your account.

Have your photo ID ready and use a device with a camera. The identity check is separate from the clinician’s assessment. If it does not complete, follow the help below or contact us; avoid putting identity documents into an ordinary support email.

What's not suitable for Quindlee?

Quindlee is for non-urgent problems that don't need a physical examination. Please don't use it for:

• Emergencies or anything that feels serious or sudden — call 111.
• A mental health crisis — call or text 1737 any time.
• Problems that need an in-person exam, tests, or hands-on treatment — contact your usual clinician.

If Quinn or the reviewing clinician spots something that needs in-person care, we'll tell you and point you to the right place.

Is my information private?

Yes. We handle personal and health information under the New Zealand Privacy Act 2020 and the Health Information Privacy Code 2020. Our primary database is hosted in Sydney, and the providers and overseas processing locations used to deliver the service are listed in our Privacy Policy.

How do I add a child or family member?

From your account you can add a dependant and start a consultation on their behalf. For under-18s we ask a few extra details, like weight, so the clinician can prescribe safely.

I can't complete secure sign-in

Start with Face ID, Touch ID or device unlock when available, or choose Google or an email code. Quindlee asks for one mobile security code only when starting a fresh session. A verified device stays signed in for up to 30 days, so normal visits during that time need no code. Sign out when using a shared device.

If the email code hasn't arrived, check your junk or spam folder and request a new code. Use only the newest code sent to the email address for your account.

If the mobile code hasn't arrived after a minute:

• Check the mobile number is correct and has NZ coverage.
• Tap Resend code and use the newest one — codes expire after a few minutes.

Lost access to that phone? Email hello@quindlee.ai. We will never ask for your security code. A team member must independently verify you before an old sign-in method can be removed.

My payment didn't work

We only authorise the price confirmed at checkout when you submit — you're charged only if a clinician approves your care. If your card was declined:

• Double-check the card number, expiry and security code.
• Make sure the card has available funds and is enabled for online payments.
• Some banks block a first online health payment — approving it in your banking app, or trying another card, usually sorts it.

Your consultation is saved, so you can try again any time. Still stuck? Email hello@quindlee.ai.

My identity check didn't pass

Identity check didn't pass? Try these:

• Take the photo in good light, with the whole document in frame and in focus (no glare).
• Check that the name on your ID matches the name on your profile.
• You can retry any time from your account.

Quindlee never stores your ID documents. If it keeps failing, email hello@quindlee.ai.

Contact us

Can't find an answer here? Get in touch — we're happy to help with anything about your account or how the service works (not clinical advice).