Support Center
Get help navigating your health journey
While this app provides powerful insights, sometimes you need personalized guidance from a terrain-based wellness expert. Our practitioners specialize in root-cause health optimization and can help you create a customized plan based on your unique lab results.
Meet Our Team & Learn About Our Approach
Watch this video to learn about our team and how we help clients achieve lasting health transformations
Clarity Call
Want personalized guidance on your results and next steps? Book a Clarity Call with our team to explore what level of support makes sense for you.
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Getting Started
How do I upload my lab results?
Navigate to the Upload page and drag-and-drop your PDF lab reports. Our AI will automatically extract your biomarkers. You can upload multiple PDFs at once.
What file formats are supported?
We support PDF files, images (JPG/PNG), text files (.txt), and Word documents. PDFs from MyChart, Quest, LabCorp, etc. work best. You can also take a photo of your results or use manual entry.
How accurate is the PDF parsing?
Our AI is trained on thousands of lab reports and achieves 95%+ accuracy. However, some unusual formats may not parse perfectly. You can always verify the extracted data on your Results page.
Subscriptions & Billing
What's included in the Free tier?
• Upload and parse unlimited PDFs
• View biomarker trends over time
• Compare to functional ranges
• Access general education content
• See basic out-of-range explanations
What do I get with Premium ($49.99/month)?
Everything in Free, plus:
• In-depth biomarker analysis
• Symptom tracking with correlations
• Personalized food recommendations
• Lifestyle optimization strategies
• Supplement protocols with trusted affiliate links
• Advanced graphs and insights
• Priority support
How do I upgrade to Premium?
1. Go to the Membership page
2. Click "Start 7-Day Free Trial"
3. Complete payment via Stripe
4. Your account upgrades instantly — no waiting
If you don't see Premium features after a few minutes, contact support@sagebrushwellness.com
Can I cancel anytime?
Yes! Go to Account Settings and click "Cancel Premium Membership". You'll keep Premium access until the end of your billing period, then revert to the Free tier — your uploaded data is always kept.
Do you offer refunds?
Since Premium features are immediately accessible, we don't offer refunds. However, you can cancel at any time to prevent future charges.
Understanding Your Results
What's the difference between functional and standard ranges?
Standard lab ranges are based on statistical averages of the population (including unhealthy people). Functional ranges are tighter, research-based ranges that support optimal health and disease prevention. For example, standard TSH might be 0.5-5.0, but functional is 1.0-2.0.
Why are some of my markers flagged as "borderline"?
"Borderline" means your value is within the standard lab range but outside the optimal functional range. This is an early warning sign - while not immediately dangerous, it suggests room for improvement through diet, lifestyle, and supplements.
Should I follow the recommendations without seeing my doctor?
No! All recommendations are educational only and not medical advice. Always consult your healthcare provider before making changes to your diet, lifestyle, or supplements - especially if you have existing conditions or take medications.
Privacy & Security
Is my health data secure?
Yes. All data is encrypted with AES-256 encryption at rest and in transit. We're HIPAA-aware and follow industry best practices. Your data is never sold or shared with third parties.
Who can see my lab results?
Only you can access your lab results. Administrators can see that you've uploaded files but cannot view the actual biomarker data or values.
Technical Issues
My PDF won't upload. What should I do?
• Make sure the file is a PDF (not image or Word doc)
• Check file size - we support up to 10MB per file
• Try a different browser (Chrome works best)
• Clear your browser cache and try again
• If still stuck, email the PDF to support@sagebrushwellness.com
Some biomarkers weren't extracted correctly
Our AI works best with standard lab formats. If yours is unusual, email us the PDF and we'll manually extract the data. We're constantly improving our parsing algorithms based on user feedback.
I paid but don't have Premium access
Upgrades usually happen within minutes but can take up to 24 hours. Check your email for the Stripe payment confirmation. If you have that but still no access after 24 hours, contact support@sagebrushwellness.com with your payment receipt.
Can't find what you're looking for? We're here to help!
💡 Tip: Include your account email and a screenshot when reporting technical issues