Customer Help & FAQ

Everything you need to know about your account, orders, and subscriptions.

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Getting Started
Your Account
Subscription
Payment & Orders

Getting Started

How do I get access to the store?

Getting started takes three steps:

Register on our website and complete the short health assessment: Register here.
Our team reviews your information. This is not instant, so please allow a little time.
When you're approved, we'll email you. Then you can log in and shop.

You only need to do the assessment once.

I registered but I can't shop yet - why?

That's normal. Every new account is reviewed by our team before it's turned on. We'll email you as soon as you're approved, and then you can log in and see the full store.

If it's been a while and you haven't heard from us, text us at 210-939-5760.

I ordered here before, but now it says my email/account is not found. Why?

Anyone can read the Peptide Therapy page.

To see and buy peptide products, you need to be registered, approved, and logged in. Once you are, the peptide products show up in the store.

Supplements and KX-11 can be viewed without an account.

How do I get to the Peptide Therapy store?

You're welcome to read the Peptide Therapy page anytime.

To actually browse and purchase peptide products, you need to be registered, approved, and logged in.

Once you're logged in with an approved account, the peptide products and categories become available.

Supplements and KX-11 can be viewed without an account.

I have an account on Kaiser Peptides. Why can't I log in here?

Kaiser Peptides and Kaiser Medical Management are two separate websites with separate accounts. An account on one does not work on the other.

If you registered on Kaiser Peptides, you need to register again here.

Subscriptions are only available here on Kaiser Medical Management. Not sure which site you're on? Look at the web address at the top of your browser. This site is kaisermedicalmanagement.com.

Your Account

How do I log in?

Go to My Account and enter your email and password.

I forgot my password. How do I reset it?

Go to the Password Reset page and enter your email. We'll email you a link to set a new password.

Don't see the email? Check your spam or junk folder.

How do I set my password the first time?

You choose your password when you register. To change it later, use the Password Reset page or log in and go to Account Details.

Can I change the email address on my account?

Yes. Log in, go to Account Details, type your new email in the Email address box, and click Save changes. You'll need to enter your current password to save.

Subscription

How do I update my credit card?

Log in.
Click the Update credit card button (in the Manage my subscription box at the top of this page, or on your subscription).
Enter your new card and click the button to save it.

Your new card will be used for all future orders.

Please don't update your card under "Payment methods" in your account. That does not change the card your subscription uses. Always use the Update credit card button.

How do I change my shipping address?

Log in.
Click the Update shipping address button (in the Manage my subscription box at the top of this page, or on your subscription).
Enter your new address and click Save address.

Your next orders will ship to the new address.

To change your billing address (the one linked to your card), log in and go to My Account → Addresses.

Changing your address under "Addresses" in your account? Leave the box "Update the address used for all future renewals of my active subscriptions" checked, so your subscription ships to the new address too.

How do I see when my next order is?

Log in and look at the Manage my subscription box, or click Subscriptions. You'll see your next order date and the status of your subscription (for example, "Active" or "On hold").

How do I change my product or dose?

Text us at 210-939-5760 and tell us what you'd like to change. We'll update it for you.

I can't find my subscription. Where is it?

First, check that you're on the right website: subscriptions only exist on kaisermedicalmanagement.com, not on Kaiser Peptides.

Then log in with the same email you used when you subscribed and click Subscriptions. If you still don't see it, text us at 210-939-5760 and tell us the email you used.

Can I pause my subscription?

Yes, you can! Text us at 210-939-5760 and tell us about it. We'll update it for you.

How do I cancel my subscription?

Payments & Orders

My subscription payment failed. What do I do?

This usually happens when a card has expired or was declined. Your subscription is paused ("On hold") until the payment goes through. To fix it:

Log in and go to Orders.
Find the order that says "Pending payment".
Click Pay, enter your card, and complete the payment.

Your subscription goes back to Active, and the card you just used will be used for future orders.

You can also click the Pay Now link in the "Payment failed" email we sent you. It takes you to the same place.

My order didn't go through or my card was declined. What do I do?

The order will show as "Pending payment" under Orders. Open it, click Pay, and enter your card.

If your card keeps getting declined, call your bank or try a different card.

Where can I see my past orders?

Still need help?

If none of the above solves it, text us and we’ll help:

Office text line – 210-939-5760

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