Help & FAQs
A quick guide to how Quindlee works. If you can't find what you need, we're an email away — see Contact at the bottom.
How does Quindlee work?
Pick a care option. Quinn takes a quick history and prepares a summary. A NZ-registered clinician then decides what's right for you — a prescription or certificate where available, advice, a question back, or an in-person recommendation. Nothing is issued without their approval.
How long does it take?
During clinic hours (Monday to Friday, 8am–6pm) a clinician usually reviews your case within about 20 minutes.
Submitted in the evening? Reviewed from 8am next morning.
Weekends? Clinicians run a 9am check Saturday and Sunday.
We'll email you the moment a decision is made.
What does it cost?
The Standard consultation price is $29.90 NZD. Active WeCare Members are free until 1 December 2026, then pay $9.90. Each dependant must enrol separately; enrolled under-14 consultations remain free. When a fee applies it is authorised when you submit — you're charged only if a clinician approves your care. Otherwise the hold is released.
What can I receive through Quindlee?
Selected prescription pathways and short medical certificates. Approved prescriptions go to the pharmacy you choose; certificates are emailed and saved in your account. Investigations and referrals aren't available yet.
Why do I need to verify my identity?
Before any prescription or certificate, we confirm who you are with Stripe Identity — a photo ID and a selfie. Quindlee never stores your identity documents. Verify at submission or later from your account.
What's not suitable for Quindlee?
Quindlee is for non-urgent problems that don't need a physical examination. Please don't use it for:
- Emergencies or anything that feels serious or sudden — call 111.
- A mental health crisis — call or text 1737 any time.
- Problems that need an in-person exam, tests, or hands-on treatment — contact your usual clinician.
If Quinn or the reviewing clinician spots something that needs in-person care, we'll tell you and point you to the right place.
Is my information private?
Yes. We handle personal and health information under the New Zealand Privacy Act 2020 and the Health Information Privacy Code 2020. Our primary database is hosted in Sydney, and the providers and overseas processing locations used to deliver the service are listed in our Privacy Policy.
How do I add a child or family member?
From your account you can add a dependant and start a consultation on their behalf. For under-18s we ask a few extra details, like weight, so the clinician can prescribe safely.
I can't complete secure sign-in
Start with Face ID, Touch ID or device unlock when available, or choose Google or an email code. Quindlee asks for one mobile security code only when starting a fresh session. A verified device stays signed in for up to 30 days, so normal visits during that time need no code. Sign out when using a shared device.
If the email code hasn't arrived, check your junk or spam folder and request a new code. Use only the newest code sent to the email address for your account.
If the mobile code hasn't arrived after a minute:
- Check the mobile number is correct and has NZ coverage.
- Tap Resend code and use the newest one — codes expire after a few minutes.
Lost access to that phone? Email hello@wecarehealth.co.nz. We will never ask for your security code. A team member must independently verify you before an old sign-in method can be removed.
My payment didn't work
We only authorise the price confirmed at checkout when you submit — you're charged only if a clinician approves your care. If your card was declined:
- Double-check the card number, expiry and security code.
- Make sure the card has available funds and is enabled for online payments.
- Some banks block a first online health payment — approving it in your banking app, or trying another card, usually sorts it.
Your consultation is saved, so you can try again any time. Still stuck? Email hello@wecarehealth.co.nz.
My identity check didn't pass
Identity check didn't pass? Try these:
- Take the photo in good light, with the whole document in frame and in focus (no glare).
- Check that the name on your ID matches the name on your profile.
- You can retry any time from your account.
Quindlee never stores your ID documents. If it keeps failing, email hello@wecarehealth.co.nz.
Contact us
Can't find an answer here? Get in touch — we're happy to help with anything about your account or how the service works (not clinical advice).
hello@wecarehealth.co.nz — we aim to reply within one working day.
Free health advice — Healthline
Call 0800 611 116 any time to speak with a nurse about a health concern.