Help Center

Frequently Asked Questions

Answers to common questions about membership, protocols, coaching, and the platform. Can't find what you need? Contact us.

Membership & Access

What do I get with a free account?: Free members get access to the community, the 6-Week Neuro-Gut Reset course, daily check-ins, and the AI Wellness Assistant (within daily limits). Paid tiers unlock personalized protocols, advanced tracking, and coaching options.
What is the Rooted membership?: Rooted is our foundational paid tier. It includes the full content library, personalized protocol assignment via the Rootfinder, daily action plans, progress tracking, and full community access.
Can I upgrade or downgrade at any time?: Yes. You can change your membership tier at any time from your Account page. Changes take effect at the start of your next billing cycle unless you are upgrading, in which case access is granted immediately.
Can I cancel my membership?: Yes. Cancel anytime from your Account page under Billing. Your access continues until the end of the current billing period. We don't offer mid-cycle refunds by default — see our Refund Policy for exceptions.

What is the Rootfinder?: The Rootfinder is a short root-cause assessment (around 5 minutes) that maps your symptoms to underlying health patterns. It's how we assign you the right protocol — instead of a generic plan, you get one built for your specific root causes.
Do I have to complete the Rootfinder?: The Rootfinder is strongly recommended for Rooted members. Without it, your daily plan and protocol can't be personalized. It's the starting point for everything else on the platform.
What happens after I complete the Rootfinder?: Your results are reviewed (automatically and, in some tiers, by a coach), and a protocol is assigned to your dashboard. You'll see today's actions, a learning path, and a focus area specific to your root causes.
Can I retake the Rootfinder?: Yes. If your symptoms change significantly or you feel your initial results were inaccurate, you can retake it. Contact support or reach out to your coach to reset your assessment.

What is a protocol?: A protocol is a personalized daily plan — it includes a sequence of actions, supplement or lifestyle guidance, lesson modules, and milestone check-ins built around your root cause pattern. It's structured, but adapted to your pace.
How do I access my lessons?: Lessons are in your Dashboard under the learning section, or via the Toolkit. Your protocol's linked modules are highlighted. Each lesson has an estimated time so you can plan ahead.
Can I work through the content at my own pace?: Yes. While your protocol provides a suggested daily sequence, you can move through lessons at your own pace. Completing milestones unlocks follow-up content and keeps your plan updated.
What is the Toolkit?: The Toolkit is your resource library — meal plans, guides, and documents organized by category. Meal plans are grouped by protocol type (gut health, hormone, thyroid, etc.) so you can find what's relevant to you quickly.

Who can see my posts?: Community posts are visible to all members. You can choose to post anonymously if you prefer your name not appear next to your message.
What are the community guidelines?: Keep it supportive, grounded, and relevant to the channel. Personal attacks, medical advice, or crisis content may be flagged or removed. All posts are moderated.
Who moderates the community?: The GH Wellness Co. team monitors the community. Flagged posts are reviewed before or after appearing, depending on their content category.
Can I post articles or longer content?: Yes. When composing a post, select the 'Article' tag. This formats your post with a prominent title and a longer preview. Titles are required for article-style posts.

How do I book a coaching session?: Go to Sessions in your dashboard. Available session types depend on your membership tier and your coach's scheduling preference. Some coaches use the platform calendar; others coordinate directly.
What types of coaching are available?: Depending on your tier and your assigned coach, options may include 1:1 sessions, protocol reviews, lab analysis, and group calls. Check your Sessions page to see what's currently offered.
How do I send a message to my coach?: Use the Messages section in your dashboard. If you do not yet have a coach assigned, your messages will go to the support team.

When am I charged?: You are charged at the start of each billing cycle (monthly or annually, depending on your plan). Your billing date is shown on your Account page under Billing.
What payment methods are accepted?: We accept all major credit and debit cards via Stripe. Payment information is stored securely by Stripe and is never held on our servers.
Do you offer refunds?: Please see our Refund Policy for full details. In general, we do not offer mid-cycle refunds, but exceptions apply for billing errors and certain first-month situations.
How do I update my payment method?: Go to Account → Billing to update your card on file. Changes apply to your next billing cycle.

How do I contact support?: Use the Contact Support form in Account → Help & Support, or visit the Contact page. You can also use the message form on this site.
How quickly does support respond?: We aim to respond to all support requests within 1–2 business days. Urgent account or billing issues are prioritized.
Where do I report a technical problem?: Go to Account → Help & Support → Report a Problem. Include as much detail as possible so we can reproduce and fix the issue quickly.

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