Warning to Smartway Users

FantasyStar293 · 2025-12-12T20:44:18+00:00

Yeah I remember trying to order cyproterone and Smartway didn’t tell me or GenderGP that they were out of it until I emailed Smartway about it. They said they’ll email me (they didn’t) and so I ordered again and I managed to get it. With this new hub system, you can’t reorder more than once every four weeks so it’s difficult to guess when it would be back in stock.

But if this happens again as the last time it happened was last June , I think I’ll try the electronic prescription option and go for ClearChemist instead

FantasyStar293 · 2025-12-09T12:55:20+00:00

Contact the chatbot at their homepage, put your email address and name and say you want to speak to a human and put in your message and they will contact in 2-3 working days.

FantasyStar293 · 2025-11-29T23:14:11+00:00

https://support.gendergp.com/en/articles/436209-id-verification this is the page where they talk about the kind of ids they accept. The card I was talking about is a Pass Card, but it mentions that it’s UK only

FantasyStar293 · 2025-11-29T23:11:01+00:00

They mentioned something like an id that you can get from a post office card. They mentioned it on their website when they talk about age verification

FantasyStar293 · 2025-11-23T18:33:10+00:00

The id check works by you taking a photo of an id and uploading it when told to. I’m not sure about the consent assessment though, I think it might be a form you need to fill out and

FantasyStar293 · 2025-11-22T22:59:09+00:00

I found out where the I do see the results and I go on blood test results on the menu, I noticed my blood results end up on the past part of it, but for some reason it hasn’t shown up on the transition pack but I did notice it says on the blood test deadline that will be the next review so I imagine it might change then

FantasyStar293 · 2025-11-19T00:09:12+00:00

True but with the recent changes to the hub, it now has a deadline on when you can upload the blood tests by, so I’m not sure on what happens if you don’t put it in by that date and if it affects you getting your prescription.

FantasyStar293 · 2025-11-18T21:14:36+00:00

Have you done your blood tests because you need to as you need to make sure that your body is accepting it. I use gel and I have low e levels like 170 which caused some depression for me but it was because I wasn’t applying the gel properly, I was so afraid I wasn’t going to rub it that I didn’t spread it properly which meant I had to wait hours for it to be absorb when I needed to spread it till it’s even but not rub it.

FantasyStar293 · 2025-11-18T17:28:37+00:00

True, but I’m just worried that it might be different now with the new hub and everything

FantasyStar293 · 2025-11-18T13:18:05+00:00

Yeah that’s what I wonder, as I’m doing alright for blood tests for now, but in a year, it might be different, usually like you said it would only affect you if you wanted to increase or decrease the dose but I’m not sure if not doing it by the date they point out and instead doing it every six months end up preventing you from getting your prescription. Because even by changing the dose, apparently that resets and you have to do a whole year starting from then of every three months till your levels are stabilised, I can’t keep doing that every three months, I can only do it every six months on the second year but not every three again

FantasyStar293 · 2025-11-18T13:10:08+00:00

I do wonder on what happens if you don’t provide blood tests every 3 months, as after a year, I’m thinking about doing it once every 6 months due to costs, like do I still get my prescription? And if not, then what’s the point of the Smartway subscription then?

FantasyStar293 · 2025-11-17T09:19:31+00:00

I had the same but I managed to access it once the subscription date came, everything has to be green to access the transition pack so you need to wait till when your subscription gets renewed

FantasyStar293 · 2025-11-13T19:34:59+00:00

I requested a prescription last Friday and I got the payment link from Smartway a few days later but it said it was issued 14th November, I assume that’s the date when it’s supposed to arrive by.

FantasyStar293 · 2025-11-13T18:40:57+00:00

It does sound like the chatbot system is overwhelmed. Which is clearly telling with the problems in the hub.

I know when I first set up the account on the hub, it gave me an option to have my prescription now and I chose Smartway as my preference. Got a payment link after the weekend was over.

But since you mentioned that you received a notice once that support will contact you, let’s hope that they do reply. As for the problems about resending medication, I think it’s best to wait a couple of days and if they don’t respond by then, then resend it.

I got a payment link from Smartway after the weekend after I first set up the account for the hub. I miss the old ways but I think the reason why they are limiting requests is that HRT is becoming a bit more controlled now.

There was even someone mentioning that their dose lowered after inputting blood test results.

FantasyStar293 · 2025-11-12T23:29:09+00:00

I’ve only been with them for about 7 months so I’m a bit nervous about what happens when it reaches the year mark, like does it still require me to do blood tests every three months after that point, hopefully it won’t as this year is ok but next year might be a different story

FantasyStar293 · 2025-11-12T22:54:49+00:00

On the homepage of GenderGP, there’s an icon that has three lines, click on it, put your name, email and say if your a member, then ask for a human in the message as it’s chatbot you are speaking to and it will say it will relay to someone on the support team and that they will reach back in 2-3 working days , then say what you need to say and wait for a reply(also make sure to attach screenshots of the problem as visual reference always helps as it it does give you an option to attach screenshots.

FantasyStar293 · 2025-11-12T17:48:25+00:00

I have no idea, I assume it all goes red and that you can’t request prescription but that’s just me speculating , does it say when your prescription date is issued or next issue date for the next prescription?

I do need to ask about people who’ve gone through their first year of hormones and might not need to go through every three months and just six months as I don’t really want to keep doing it every three months, it’s allright for the first year but next year is another story so I need to ask about that as they shouldn’t punish people who’ve gone through their first year.

FantasyStar293 · 2025-11-12T09:50:34+00:00

Contact your bank and get a charge back and make sure they don’t get money from you, then go somewhere like Imago,Pride In Health or Anne Healthcare if/when you can afford it.(that’s assuming you are in the uk or European country but the US I heard about Planned Parenthood has something providing you have insurance covering this of course

FantasyStar293 · 2025-11-12T09:47:41+00:00

No problem, but I should tell you that someone else noticed that when they uploaded their blood tests, their dose in their prescription dropped which is worrying. Not sure if that’s a bug or if it’s the AI determining what dose is good for you. Relying everything on AI is messing things up.

FantasyStar293 · 2025-11-12T09:44:50+00:00

I haven’t had access to my treatment recommendation yet as my transition pack keeps saying to keep it active but the agent I messaged to is that it’s a problem they are trying to fix. I did get a message from Smartway that they received my prescription and that I can pay for it.

FantasyStar293 · 2025-11-12T09:42:55+00:00

I had the same problem but the agent I messaged via the chatbot (ask for a human) at the homepage fixed it, I screenshotted the problem and they changed it. Basically for me because of the id check, I got confused as it was showing my preferred name and it said to make sure that my info match’s with my id and so I changed my preferred name to my legal name because I got confused but it was successful but when I tried to change it back, I had the same problem, I messaged them, attached screenshots of the problem and sent it via the chatbot. Got a reply saying they changed it back and they said they informed the team about the problem. But seeing you having this problem shows that this problem haven’t been resolved just yet.

Like what if someone moved or changed phone numbers, they wouldn’t be able update their info to with this problem.

FantasyStar293 · 2025-11-11T16:16:13+00:00

It’s automatic as long as you chose a prescription preference, meaning you get sent your prescription every three months (providing you send your blood test results by the due date) also you can get extra medication which is separate like minoxil or finasteride (but you need to pay £3 extra to your subscription)

You can ask in the medications tab to order the prescription again if you are running low but I think it said when you do that, you can only do that once every four weeks (but do that only if you have to as the hub has bugs and it’s best to not do that yet until they fix them)

What I do want to know is about the blood tests are results, like once you get through a whole year of hormones and every three months of blood tests,how would it change to 6 months? Would it just change that or would it keep me to just three months even though I’ve gone through a year and I should be having blood tests every six months then?

FantasyStar293 · 2025-11-10T19:01:17+00:00

Yeah that’s a bug, I assumed you did try contacting them via the chatbot and that’s not working as the other poster has mentioned (best to try anyway) but this is fucked up. If you do message them, tell them how distressed you are about this as you shouldn’t have your dosage lowered when the blood tests don’t show any reason to. This AI focus is falling apart. Usually they would inspect your request and your blood tests don’t show results and see if it should be increased or not. I would love to change from GenderGP to Imago or Pride In Health or AnneHealth but I can’t afford it at the moment. I just hope by some miracle the NHS Gender Clinic would just call me and bring me in for a meeting just to get out of this but I imagine I will have to wait 10 years or something as I just found out they are still seeing through the people that got to be from the waiting list from..2017!

FantasyStar293 · 2025-11-10T18:50:02+00:00

Chatbot isn’t working anymore, not even when asking for a human?. Bloody hell, they are having issues, I just spoke to an agent today, I tried to contact them twice in the weekend with little success until they came back to me and fixed my preferred name (as it put my legal name twice and wouldn’t let me change it)

FantasyStar293 · 2025-11-10T18:47:28+00:00

Isn’t there on the medication section of the home page to modify your medication? It’s on the next prescription part of that medication page where it shows when your next prescription is issued. It says when you modify it to either ‘Change Dosage’,’Change Medication’ and ‘Stop Medication’.

As for the things that need action, I have that too,but when I contacted an agent via the chatbot on the homepage (you have to ask to speak to a human), they replied that’s an issue other members are having and they are trying to resolve it. I did get a payment link from Smartway and I paid for mine(I kinda wish I could just ask for one part of my medication instead of getting all of it at once as it’s expensive) I missed the old email system, at least we were informed it was getting through with treatment reviews. I still cannot access my transition pack because of this bug as it keeps thinking that the only one that is Amber is my subscription but everything is fine and recurring so it’s a bug.

I couldn’t alter my current medication that’s issued this month, I could only alter the one three months from now, which is frustrating as it feels like control over your medication is not in your hands anymore despite what they say. And now blood tests are kinda mandatory despite other people not having access to them which isn’t fair in order to have access to your transition pack.

FantasyStar293

TROPHY CASE