Riovie — Help Center

Welcome

Welcome to Riovie Help. This is the practical corner of the site — how the program works, what happens after you start, how billing and shipping run, and how to reach an actual human when you need one.

A quick word on how we're built. Riovie connects you with licensed, independent providers and wraps that care in nutrition and lifestyle guidance. We don't prescribe, and we don't practice medicine — your provider does that. What we handle is everything around it: onboarding, support, resources, and the follow-through that usually gets dropped.

One thing worth saying up front. If your question is clinical — dosing, side effects, whether something you're feeling is normal — that belongs with your provider, through the portal's provider messaging. We'll point you there every time. We're not your clinician, and we won't pretend to be.

Everything else is what this page is for.

Riovie. Your body is connected. Your care should be too. Life flows here.

How Riovie works

Riovie is a telehealth platform. The path is straightforward: you complete an online visit, a licensed provider reviews your information, and if they determine it's appropriate, medication is prescribed and compounded by a state-licensed 503A pharmacy. Nutrition and lifestyle guidance runs alongside the whole way through, as educational support.

How does Riovie work?
Riovie connects you with licensed, independent healthcare providers for a personalized weight loss and metabolic health program. You start with an online visit. A provider reviews it. If treatment is appropriate, it's prescribed and filled through a licensed pharmacy partner. Nutrition and lifestyle guidance is built into the experience as educational support — because medication, when it's part of the plan, was never meant to be the whole plan.

What's the difference between Riovie and my provider?
Your provider is the clinician. They review your information, make care decisions, and manage your treatment. Riovie is the platform and the support layer around that care — onboarding, education, resources, billing, shipping coordination, and a real point of contact for the logistical stuff. Care decisions belong with your provider. The rest belongs with us.

Is nutrition and lifestyle guidance included?
Yes. Every Riovie program includes nutrition and lifestyle guidance as educational support, to help you build habits you can actually keep. It's guidance, not a prescription, and it isn't a substitute for your provider's medical advice.

Do you give medical advice?
No. Riovie doesn't prescribe, diagnose, or give medical advice. Anything clinical goes to your provider through the portal. We keep that line bright on purpose — it's how you know the medical decisions are being made by the person qualified to make them.

Getting started

How do I get started?
Select a program on the Riovie homepage to begin. Each program opens its own online visit — a short intake that asks about your health history, your goals, and the things a provider needs to understand your picture. It takes a few minutes, and there's no pressure — finishing the visit doesn't commit you to anything.

What happens after I finish the visit?
A licensed provider reviews what you shared. If they need more information, they'll reach out through the portal. If they determine treatment is appropriate, they'll prescribe it and it moves to the pharmacy. If it isn't the right fit, they'll tell you that too. Treatment is never guaranteed — that decision is the provider's to make.

What do I need before I start?
An email address you check — that's how you'll sign in and how your provider reaches you — your health history, and a few minutes of quiet. Watch for a secure sign-in link by email after you begin. That's your door into the portal.

Providers & pharmacy

Care is provided by licensed, independent providers, and medications are compounded by a state-licensed pharmacy operating under Section 503A. The full disclosures — the provider group and pharmacy names, addresses, licensure, and NPI — live on our Legal page. See Providers & Pharmacy.

Fulfillment runs through network pharmacies only. Riovie doesn't transfer prescriptions to an outside or local pharmacy.

Medications & prescriptions

Are prescriptions guaranteed?
No. Prescriptions are never guaranteed. Eligibility, prescriptions, and treatment decisions are determined by licensed medical providers, based on your individual clinical review.

What kind of medication is involved?
When a provider determines it's appropriate, treatment may include compounded GLP-1 medication, prepared by a state-licensed compounding pharmacy operating under Section 503A. Whether it's right for you, and at what point, is a clinical decision your provider makes.

Do I need labs before starting?
Your provider may recommend labs depending on your health history, goals, and clinical review. If they do, they'll let you know through the portal.

Can I request a specific medication or dose?
You're welcome to share your preferences and questions with your provider. The clinical decision — what's prescribed, and how — is theirs. That's not something Riovie sets or influences.

I have a question about my medication. Where does it go?
To your provider, through the portal's provider messaging. Questions about dosing, timing, side effects, or how you're feeling are clinical, and your provider is the right person to answer them.

Billing, plans & payment

How does payment work?
Payments are processed securely through Stripe. You'll see what you're paying for before you commit — at the visit, at checkout, and in your portal.

Can I use HSA or FSA funds?
Possibly. HSA or FSA eligibility may apply to certain components, such as prescription medication and licensed provider visits, depending on your plan. Riovie does not bill insurance. Check with your plan administrator before you purchase.

Do you bill insurance?
No. Riovie doesn't bill insurance.

When am I charged?
Programs bill on a recurring basis tied to your billing date. You can adjust that date yourself in the portal, and you can pause or cancel — the next section covers exactly how.

Pausing, canceling & refunds

Two different needs, two different tools. Read this once and a charge will never catch you off guard.

How do I pause?
Pause is self-serve in your patient portal. It turns off your auto-refills, and it's the intended, reliable way to pause. If you want to take a break, this is the button — not an email.

How do I change my billing date?
Also self-serve in the portal. Adjust it yourself, anytime.

How do I cancel?
Cancellation is by email to cancel@riovie.com. We process cancellation requests within 72 hours of receiving them.

How do I make sure I'm not charged again?
Timing is everything here. To stop your next charge, send your cancellation more than 72 hours before your billing date. A request that lands inside that 72-hour window won't stop that charge — it will go through, and your cancellation takes effect at the end of the cycle that charge pays for. So if a billing date is coming up and you're done, don't wait.

I sent a pause request to cancel@riovie.com. Is that fine?
Use the portal to pause. The cancellation inbox is for cancellations — a pause request sent there may be actioned as a cancellation, and Riovie isn't responsible for that outcome. The portal pause is the reliable method, every time.

What makes a cancellation request valid?
It has to clearly ask to cancel. If a message is unclear, we may treat it as a pause. And we only act on requests that come from your account email or through the portal — a request from an address we don't recognize won't be actioned. When in doubt, the portal is the immediate, reliable route.

How do refunds work?
Refunds are governed by our Refund Policy — see Refund Policy. For the full cancellation mechanics in writing, see our Cancellation Policy.

Shipping & delivery

How is my medication shipped?
If your provider prescribes treatment, it's compounded and shipped through our network pharmacy partners. You'll get shipping updates by email and in your portal.

Can I pick it up at my local pharmacy?
No. Fulfillment is through network pharmacies only. Riovie doesn't transfer prescriptions to an outside or local pharmacy.

When will it arrive?
Shipping begins after your provider prescribes and the pharmacy fills the order. Exact timing depends on the pharmacy and your location — you'll find tracking details in your portal once it ships.

Account & login

How do I log in?
Your patient portal lives at portal.riovie.com. Sign-in is by magic link — no password to remember. Enter your email, and we'll send a secure sign-in link. Click it, and you're in.

I didn't get my sign-in link.
Check your spam or promotions folder first — it sometimes lands there. Still nothing? Request a new link, and reach out to support@riovie.com if it keeps happening.

How do I update my information?
Manage your account details in the portal. Clinical updates — anything about your health or treatment — should go to your provider through provider messaging.

Privacy & security

Is my information private?
Your privacy is a priority. Riovie handles your information in line with HIPAA. The specifics — what we collect, how it's used, and your rights — are laid out in our Privacy Policy and HIPAA Privacy Policy. See Privacy Policy and HIPAA Notice.

Who can see my health information?
Your information is shared only as described in our Privacy and HIPAA policies — with your care team and the partners directly involved in providing your care.

Where Riovie is available

Is Riovie available in my state?
Riovie Operations LLC currently facilitates access to telehealth services in the following jurisdictions: Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.

Medical services are provided by affiliated physicians, physician assistants, and nurse practitioners. Each patient is matched with a medical provider who is appropriately licensed or otherwise authorized to provide care in the state where the patient is physically located at the time of the consultation. When medication is prescribed, prescriptions are sent only to pharmacy partners that are appropriately licensed or authorized to dispense and ship medication to the patient’s state.

Treatment and medication availability may vary based on provider licensure, pharmacy coverage, applicable state laws, clinical eligibility, and prescribing requirements.

Getting help

How do I reach Riovie support?
Email support@riovie.com for operational questions — billing, shipping, your account, sign-in trouble, or anything logistical. A real person reads it.

What about medical or clinical questions?
Those go to your provider through the portal's provider messaging. Support can help you find your way around, but we can't answer clinical questions or give medical advice — that's your provider's role, and we'll always route you there.

Safety

Riovie is not for medical emergencies. If you're experiencing a medical emergency, call 911 or go to your nearest emergency room. If you're in crisis or having thoughts of harming yourself, call or text 988 to reach the Suicide and Crisis Lifeline. Riovie's online visit and provider messaging are not monitored for emergencies and are not a substitute for emergency care.

Standing disclosure