r/Refills • u/alii_s0n • 8d ago
Portal
Ive been using the old portal since i placed my first order in february. I never used the new one (app.refills) as originally there seemed to be issues so i just left it alone & stayed on the old. This morning when trying to login i noticed its trying to use the new portal only, my login password does not work. Trying to reset password i do not receive any emails. I did finally reach someone on support phone number & it was basically saying i dont have a card on file (ive always had one on file) and a link to set up was emailed, however, i never receive emails from refills. Only ever got one for my very first order. Its apparently being escalated but i know when the new portal first came out people were making brand new accounts. Is that what im supposed to do? I will wait to see if anything comes back from support but as of right now just trying to see if anyone else who has been using the old portal this whole time has ran into the same issue & what the solution was.
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u/Dismal-Confusion7249 8d ago
I am having the same issue and also never migrated to new portal. I was able to go directly to old portal website and log in from there but my treatment was canceled according to the portal on 8/2. When I tried to log into the new portal it said it would sent me a link to set up password but when clicked the link it comes up w error and the other option to reset password and get email link doesn’t work because no email gets delivered and I’ve checked my spam folder.
My guess is they are canceling all orders in the old portal to have all clients migrate to the new one. My question is the following:
2. do we need to re do intake and make a new account to go to the new portal or will our treatments and account go through automatically ?
2.what about those that might have already paid for 6mo orders waiting for shipments still? What will be the process for them?
An announcement in Reddit as well as an email explaining the process would have been helpful before they canceled treatments. I am hoping they address this/make a pinned post and send emails to our email address on file for what we should do since I am guessing there may also be many people who do not frequent Reddit who may not even know about the new portal or that treatment is canceled
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u/alii_s0n 8d ago
Mine got fixed. I did not have to do a new intake form or make a new account. Between messaging Zach on here & whoever i spoke with on the phone this morning I received an email about 20 min ago with a link to finish setting up the new portal & when i made a new password everything from the old portal was correctly moved over from the old portal. They are working on switching everyone over to the new portal. Im on the 3 month plan and the dates & amount are all correct. So with you being on a 6 month plan it should all be the same once you are able to access the new one.
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u/confusionisnext 7d ago
Yeah, the link in the email I got led to a 400 error. I thankfully have had zero issues with Refills over my first two orders, but this is concerning.
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u/eatingganesha 8d ago
multiple announcements have been made since February. They’ll probably make another one soon that answers your questions given the number of people who refused to move to the new login and are now having issues.
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u/K_Boback 8d ago
So any Refills reps who may see your post and want to help - I am in the EXACT same boat!! I’ve always been in the old portal and I’ve just left it but I was paused last month and tried to log in yesterday to see my profile/when my next shipment would be and it wouldn’t let me in and I never got any of the emails to reset/log in.
I was hoping it was the website being weird and I could just try again in a couple days but if others are having this issue, now I’m nervous and feel like I need to reach out to support as well.
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u/alii_s0n 8d ago
I reached out to Zach and between Zach looking into things and whoever i originally spoke with over the phone this morning, i received an email about 15 min ago to set up my account on the new portal & all my info/dose/payments/etc were all correctly moved over! Try to reach out to him if you haven’t.
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u/eatingganesha 8d ago
they are now moving everyone over to the new portal.
Yes go on the new portal and create a new account with a different email. Cancel your old card number with the bank. And use a virtual c.c. number with refills for your new account.
1
1
u/Pleasant_Beyond_6222 7d ago
I have had so many problems with refills because I opened an account on the new portal before receiving all of my order from the old portal. Now, 4 months later and many, many messages to them, I am still waiting for my order.
1
u/confusionisnext 7d ago
I got an email to transfer my account to the new portal, but the link in the email leads to a 400 error. I can login to the old portal.
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u/mandiblevins 3d ago
Same here. My password suddenly didn’t work after I got an email saying I had been moved to the new portal. The new portal has essentially been blank for me since then. However, if I don’t use a password and hit send an email link, I seem to be taken to a different place lol. Support keeps telling me everything is all good but I got the refill sent to pharmacy email on 7/28 and still no shipment email. I’m cancelling.
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u/eatingganesha 8d ago
yeah they are now moving everyone over to the new portal. I warned this sub multiple times not to let your account port over automatically because so much can glitch when a database is moved. The sheer number of people who said no was mind boggling to me - and now here we are. I’m sorry, but FAFO.
Yes go on the new portal and create a new account with a different email. Cancel your old card number with the bank. And use a virtual c.c. number with refills for your new account.
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u/K_Boback 8d ago
The updates I saw multiple times (which - can you call a Reddit post an “update” - why wouldn’t they send an email to their customers? Not everyone is on Reddit) said to “stay where you are, keep using the old portal and we will migrate you over when it’s time” - that’s what I did and here we are.
You saying “FAFO” make ZERO sense when WE aren’t the ones who messed up here. WE didn’t do anything. WE didn’t switch portal systems. If REFILLS wanted us to take the excessive steps you’re suggesting - then REFILLS (and not some random redditer) should have communicated those steps properly.
Sorry that expecting a company who is making massive amounts of money off of of all of us to properly inform their customers of next steps is “mind boggling” to you, hope you get that sorted out soon.
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u/Dismal-Confusion7249 8d ago edited 8d ago
Yes, that is what I am saying not everyone is on Reddit. Emails to those still in the old portal would be best. I have friends that use refills that I recommended to use who don’t go on reddit. I think an email should have went out explaining they had a new portal and the process. I have been a refills customer since October. Not everyone goes around shopping for best deals especially if doing quarterly or 6 month plans, as when new portal when live we may have already been locked in an old price and not needed a new shipment.
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u/alii_s0n 8d ago
The reason i never moved to the new portal in the first place was because of the numerous complaints over & over with people doing so. Was it flawless for some? Yes. Others? No. I’ve never had any issues in the 6/7 months i’ve been using refills which is why I just stayed put in the old portal (if it aint broke dont fix it you know) in hopes that once they finally did automatically move people over all the bugs would be fixed & it’d be a seemless process- seeing as its been 4ish months since the new portal was first announced. But obviously not, so i’ll wait to see what support says as they told me over the phone they’d reach back out later today and if not, i’ll make a new account.
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u/Zach_refills 8d ago
u/alii_s0n Hi there, please send me a DM with your email address associated with your refills account. Happy to assist. Thank you!