Frequently Asked Questions

What is iDoc24?

iDoc24 offers a professional opinion about your skin condition from a board-certified dermatologist based on your uploaded images and text. iDoc24 is a digital health company with a commitment to increase the availability of healthcare. The platform has already helped over 7.000 users get an expert opinion about their skin conditions. Our service bridges the gap between an internet search and an in-person dermatologist consultation.

Surveys suggest that about 80% of internet users search online for information about their medical symptoms. Not only is this process time consuming, but it can often lead to misinformation. Our team of dermatologists is here around the clock to provide you an expert opinion about your skin concerns. We are currently working to adapt our software to connect users directly to other specialists such as Cardiologists.

How do I use iDoc24?

See how quickly and easily you can get expert skin advice How It Works

Do I need to visit a Doctor?

iDoc24 does not substitute a doctor’s visit. We are committed to providing sound medical information based on received information. In some cases we will recommend that you should see a physician in person. If you are unsure, or do not understand the medical information we have given you, you should see a physician for further information.

How do I know it’s really a doctor analyzing my picture?

iDoc24 exclusively uses board-certified dermatologists that have been vetted by the iDoc24 advisory board. Currently we have dermatologists answering in five languages: English, Spanish, Swedish, French and Italian. You can read more about our team of experienced dermatologists.

How do I know if the dermatologist has received my case?

iPhone: You will receive a confirmation “push notification” with a case number. This is your receipt, which should be kept for future reference. The case is stored under “cases” in the application, which is on our server and not in the mobile telephone. When the doctor has answered your query you will receive a new “push notification”, that the case has been answered and can be viewed under “cases”. When you view your case a secure connection is established between our server and the application in your iPhone.
Web application: You will receive a confirmation receipt with a case number and that can be used to view your case for future reference. Your case is stored on our server and not in the web browser. When you view your case a secure connection is established between our server and the web browser. If you do not receive an answer from us, we can only track a received picture with your personal request and your case number.

What happens if I receive incorrect medical information?

The professional opinion given to you by our doctors is based on the information the doctor has received. It is therefore important that the pictures you upload are as clear as possible. Similarly, the text description you send along with the picture should be descriptive and accurate. iDoc24 is not a substitute for a visit to a physician. Studies have shown that in over 70% of teledermatology consultations the diagnosis is the same as when you see a physician personally, and in 90% of cases if the differential diagnosis is included.
The information should be used for medical guidance. The information should NOT be seen as a definitive medical diagnosis or treatment plan, but rather steps that can be taken before a visit to the doctor is needed.

Do you accept insurance?

At this time we do not accept insurance. However, depending on your plan, you may save your receipt and submit it to your HSA for reimbursement. We cannot guarantee that you will be reimbursed.

What if I don’t receive an answer within 24 hours?

The service can be strained due to high demand during some periods. We therefore reserve the right to respond within 48 hours. If you have not received an answer, contact us with your case number along with the date and time you sent in your query.

Can I get a prescription from the doctor?

We CANNOT write prescriptions at this time.

Can I contact the doctor?

You can not contact our doctors personally. However, if you have any questions, you may send us an email at [email protected] and we will be happy to assist you.

What is the cost for the service?

The cost per case is $40 / 30€ / 250 SEK. Data fees from your wireless carrier may apply.

What happens if the picture I send in is of poor quality?

Our doctors always strive to give users the best possible medical information from the information they are given. You will receive an answer; however, our doctors may be less certain if the information provided was bad or inadequate.

How do I pay?

iPhone: You pay through your iTunes account.
Android: You pay through your Google checkout account.
Web application: Payment using a credit card or Google checkout.

Why am I anonymous?

You are anonymous for your own sense of trust in sending text and images that can be personal. Anonymity also saves you time because you do not need to create an account.

Why is my Android In-App Payment being cancelled by Google?

If Google Wallet cancels your purchase through the Google Play store, this can be because of a known issue concerning precautions over fraudulent transactions. This doesn’t mean your account is suspended, it just means that Google has an ongoing problem.
If you experience this problem, we can recommend you use our web form to submit a case instead. We are sorry about this inconvenience and are working with Google to resolve the problem.
You can read more about the Google Wallet issue here.

Will my case be stored?

Your case will be kept on record for 10 years: Case number, dates, time, picture, text, the response from our doctor, and which doctor replied. Some cases that are not identifiable may be used in research literature or conferences, but is not sold to third parties.

Can I receive a copy of my processed case?

You can write us a letter with case number, date and time and we will send you a copy of our reply. The administrative fee for this service is €10 ($15 or SEK 100).

Who is in charge of the service?

iDoc24 Inc. and iDoc24 AB. Alexander Börve is the doctor with medical responsibility.

Business Hours

Our support is available:

Monday-Friday: 9AM to 5PM PST
Weekend: Closed

Support is online

Our Offices

  • Berkeley, USA

    SkyDeck, 2150 Shattuck
  • Stockholm, Sweden

    Isafjordsgatan 32B, Kista

Office Location

Interested or Questions?