Subscription FAQs
1. Why should I subscribe?
Subscribing to Brook gives you a personal health companion on your smartphone, available to help you make smart, healthy decisions daily. Brook gathers your health information together into a single, coherent service, creating a simple way to build healthy habits.
2. What is included in my subscription?
A Brook subscription provides full access to the app and its features. Connect with Brook Experts - skilled dietitians, diabetes educators, and other highly qualified specialists - 7 days a week. Track progress made towards developing daily healthy habits, get tips and recipes for healthy eating, and more!
3. Why are you starting to charge for this service?
Brook launched a beta version of our app for free in 2017. As we’ve developed Brook, features and capabilities have been added as well as access to experts, partnerships with healthcare providers, and partners. Brook now offers a comprehensive, easy-to-use health companion that goes deeper than the simple tracking of activity that we first launched with.
4. Is my account currently in trial or subscription?
This can be viewed in the “My account” section in profile. Get to your profile by tapping the person icon in the upper right, then tapping your name.
5. How does a free trial work? Will I automatically get charged after?
After the free trial period has ended, you subscription is set for auto-renewal through the App Store or Google Play.
6. Does Brook offer refunds?
Refunds must go through the App Store or Google Play, and are based on their policies.
7. What payment methods are accepted for Brook?
Payments are managed through App Store and Google Play, and is charged to your credit card set up for the App Store or Google account.
8. Why aren’t Brook subscriptions eligible for iTunes Family Sharing?
Family sharing of Brook accounts is not allowed for HIPAA compliance purposes. Each account registered on Brook needs to have their own subscription to Brook.
9. How are subscriptions billed?
Subscriptions are billed through the App Store or Google Play and are setup to automatically renew based on your selected subscription plan.
10. How do I get an invitation key?
Invitation Keys are offered by select healthcare providers who work with Brook.
11. Is there a discount for a yearly subscription over a monthly one?
Brook offers discounts for both quarterly and yearly subscriptions. They are the best option to maintain access to Brook and the Brook Experts.
Tech Support Questions
1. How do I make sure I don’t get charged when my trial ends?
To turn off auto renewal and avoid being charged for another billing cycle you must cancel your subscription at least 24 hours prior to the next billing date. To do this, navigate to your profile in Brook, then tap “My account,” then “Manage subscription.”
2. How do I renew my subscription?
Subscriptions automatically renew. To view your next billing date navigate to your profile in Brook, then tap “My account.” The membership details section includes that information.
3. How do I update my payment information?
iOS:
To update your payment information, navigate to the settings on your iPhone, tap your name, tap iTunes &
App Stores, tap your Apple ID, tap View Apple ID, and tap Payment Information.
Android:
To update your payment information, navigate to the settings on your Android, tap Google (Services &
Preference), tap Google Accounts, tap Payments & Subscriptions.
4. How do I cancel my subscription?
To turn off auto renewal and avoid being charged for another billing cycle you must cancel your subscription at least 24 hours prior to the next billing date. To do this, navigate to your profile in Brook, then tap “My account,” then “Manage subscription.”
5. How do I add my invitation key?
Open your Brook app, tap the person icon in the upper right, then tap your name to get to your profile. Scroll down to “Invited by:” and tap “ENTER KEY”
6. I switched operating systems (iOS/Android). How do I manage my subscription now?
Subscriptions are tied to the iTunes or Google Play account you purchase them from. This means they cannot be transferred from one operating system to another because they use different marketplaces (App Store for iOS devices, Google Play for Android).
7. How do I turn off auto-renewal?
To turn off auto renewal and avoid being charged for another billing cycle you must cancel your subscription at least 24 hours prior to the next billing date. To do this, navigate to your profile in Brook, then tap “My account,” then “Manage subscription.”
8. How can I get an itemized receipt or invoice?
Itemized receipts are available through iTunes or Google account
9. How do I know what day I’m going to be charged on?
You can view your subscription details by going to “My account” in your profile on Brook. The same information is also available to view in your subscriptions in App Store or Google Play.
10. How do I upgrade from a monthly to a quarterly/yearly subscription?
To upgrade to a quarterly or yearly subscription go to the “My account” section of Brook in “Profile settings” and select “Manage subscriptions.” This will take you to the Subscriptions in iTunes/Google Play where you can select a different subscription plan. Your new subscription plan will start immediately
11. Where can I check my subscription status?
You can view your subscription details by going to “My account” in your Brook profile. The same information is also available to view in your subscriptions in the App Store or Google Play.
12. My trial period is coming to an end, how do I enter my member ID?
We recommend that you connect your partner before cancelling your subscription to ensure you have continued access to Brook. To connect to a partner from your Brook Profile, scroll down to “Partners” and select the partner you would like to connect. Then, enter your member information to verify your account. The subscription plan you selected when signing up for the free trial was set to automatically renew at the end of the trial. To avoid being charged you must cancel your subscription at least 24 hours prior to the next billing date. To do this, navigate to your profile in Brook, then tap “My account,” then “Manage subscription.”
13. My trial period is coming to an end, how do I buy a subscription?
The subscription plan you selected when signing up for the free trial was set to automatically renew at the end of the trial. To view your billing date and subscription details, navigate to your Brook Profile by tapping the person icon in the upper right, then tapping your name. Scroll down and tap “My account.”
CONTACT US
At any time, you may contact us with any question or complaint that you may have with respect to the Service, at: support@brook.health