The below policy applies to those who have purchased their MyLifeID product or service directly from any of MyLifeID’s websites or via any group plan provided directly from MyLifeID. Anyone who has received their benefit plan through an employer, association, group, non-profit or any other organization where the organization is the host of the plan may have separate and different policies. If you have a benefit program administrator, you most likely need to talk to them. Otherwise, read on and use any of our support methods if you need assistance.

MyLifeID Service Plans

When you purchase or subscribe to a MyLifeID product or service you are enrolled into a plan. Your plan can be upgraded, downgraded or cancelled in accordance with the below policy. Some plans may include physical products which may be exchanged or returned as well per the below policy.

These plans can include services provided directly from MyLifeID such as its Online plans with Medical Clean-up services, the MyLifeID Digital Health Passport™ mobile app, benefit plans or bundled plans MyLifeID may provide in conjunction with its third-party partners.

Upgrading Your Plan:

If your plan is eligible for upgrades, you may upgrade your plan at any time by using the Upgrade My Plan option in your MyAccount area once you have logged in.  The upgrade will take effect immediately.

Note: For those who have the MyLifeID Pocket Cloud™, upgraded or additional services may result in more space being used on your device.

Downgrading Your Plan:

If your plan is eligible for downgrades, you may choose to downgrade your plan at any time by simply using the Downgrading My Plan option in your MyAccount area once you have logged in. The downgrade will take effect immediately.

Change of Plan:

MyLifeID may, from time to time, add, remove or change the services included in your plan or the method of operation at its sole discretion. MyLifeID may also offer additional services which you can add to your plan at any time for additional fees. In the event of this occurrence, you will be notified and provided with options.

MyLifeID may, at times, remove or reduce services offered by third-party vendors under this program at its sole discretion. In the event of this occurrence, you will be notified and provided with options.

MyLifeID may also add or remove plans at its sole discretion and will notify you in advance if you are enrolled in one of these plans. In the event your plan is removed, you will be automatically enrolled in the closest plan offering the most similar services that does not increase your subscription amount. In the event the plan you are moved to has a lower subscription fee, your subscription fee will be automatically lowered on your next Renewal Date going forward. There are no refunds or credits for unused portions of your old plan.

Temporary Suspension of Certain Plans:

If your plan is eligible for Temporary Suspension and in the event you are unable to pay for your plan but you want to keep your plan, MyLifeID offers a Temporary Suspension which will keep your account in Read-Only mode. This means you can still access your account information, but you cannot add to your health information, receive clean-up and record quality reports or notifications or access third-party benefits, but the account will stay available for you to resume. The temporary suspension is available for up to sixty (60) days and may be used one (1) time per twelve (12) month period. To request a temporary suspension, you must request it prior to missing or defaulting on any payments and contact Support@MyLifeID.com by email with your full name, Pocket Cloud™ ID and use Temp Suspension in your subject. You may also contact us by phone, but an email verification will be required.

Chargebacks:

If you exercise any charge back of any fee, MyLifeID reserves the right to cancel all of the services you have with MyLifeID, disable your Pocket Cloud™ and delete all of your information. We will always endeavor to work with you to resolve any issue so use our support options.

Plan Renewal, Cancel and Refund:

Plans are billed as specified when you place your order. The date when you are charged each period is called your Renewal Date. Auto-renewal of plan fees must be cancelled five (5) days prior to the Renewal Date. Renewal notice emails are sent at least 10 days prior to the actual renewal date in order to give you time to cancel the auto-renewal charge. You may cancel your plan within five (5) days of your initial purchase without penalty. After this initial period, plan fees are not refundable. There are no refunds if you miss cancelling prior to the Renewal Date. Refunds are not pro-rated regardless of when you downgrade or cancel during your period.

Changing Your Digital Health Passport Plan:

When changing your plan as it relates to the MyLifeID Digital Health Passport™ and other MyLifeID mobile apps, please be aware and read the plan change information carefully as there are specific features that change or will appear or disappear. It is your responsibility to understand those changes. You may contact support by phone or email if you need further clarification on these changes.

MyLifeID Pocket Cloud™ Device

Returns and Refunds:

The MyLifeID Pocket Cloud™ device can be returned in accordance with all the following requirements:

• Within 30-days of purchase
• With an accompanying receipt
• Must be in the same condition it was received
• Must have a Return merchandise Authorization code (RMA) which you receive by calling or emailing support. Returns without an RMA will not be refunded.
• Device must not be damaged.

Once the device is returned in accordance with the above, a refund will be generated according to the method paid within thirty (30) days of our receipt of the return.

Damaged Goods:

If you received the device and it was damaged or unusable, contact our support center at support@mylifeid.com or 702-832-0112 to arrange for a replacement of the device. The original damaged device must be returned to MyLifeID as well or you may be charged for the replacement at $99.

Upgrades:

If you wish to upgrade from one size Pocket Cloud™ to another and reassign your old Pocket Cloud to someone else, a recycle credit will be given for your old device. To assign the device to another person, please contact support, support@mylifeid.com, to arrange the cleansing of the old device and reassignment.  There is a small fee for this service to properly protect your information and clean the device. The fee is based on the device being cleansed.

You will need to provide the following information for the recycle program for the old Pocket Cloud reassignment:

• First Name:
• Middle Name:
• Last Name:
• Address 1:
• Address2:
• City:
• State/Province:
• Postal Code:
• Country:
• Phone Number:
• Email Address:

Support will email you when you need to plug in the old device for cleansing and will send a confirmation to you when cleansing is complete. At that point, you can give the original device to the person. We will send supporting instructions to the device holder you have assigned to the original device along with their user information within 48 hours of the device cleansing.

Lost or Stolen Pocket Cloud Devices:

In the event you lose or have your Pocket Cloud device stolen, simply email support@mylifeid.com or call 702-832-0112 and report it as lost or stolen. MyLifeID will execute a Burn command to permanently erase and then disable the Pocket Cloud from being usable. In the event you have a MyLifeID Pocket Cloud service plan, MyLifeID will automatically send you a replacement Pocket Cloud which you can connect and resync to your data as last archived on the MyLifeID cloud system, so you do not need to re-enter the information manually. If you added information on your device and did not sync with the MyLifeID cloud, that information may be lost and require re-entry. We strongly recommend you sync your Pocket Cloud whenever you update information.

For any other questions, please search our Q&A forum, email support@mylifeid.com or call us at 702-832-0112

Last Revised 2023-12-26