Product help & FAQ

Single reference for what Picardo does, how to use it, answers to common questions, fixes for typical issues, and how to reach support.

Getting started

After signing in, members can use Picardo for three core workflows:

  • Order labs.
  • Explore the dashboard and AI companion.
  • Set goals and track progress over time.

Stuck somewhere? Contact support.

Frequently asked questions

What is Picardo?

Picardo is a health technology service that helps members access and manage health-related information through a secure member dashboard.

Is Picardo medical advice?

No. Picardo helps organize health information, but it does not replace professional medical advice, diagnosis, or treatment. Contact a licensed clinician for medical decisions.

How does Picardo handle privacy?

Picardo is designed to protect member information and does not sell health data for advertising. See our privacy policy for details about data use, retention, and member rights.

How do I get help?

Email support with the address associated with your account and a short description of the issue. Do not send emergency medical requests to support.

Business information

Picardo is operated by ProcessPilot, Inc., a Delaware C-Corporation based in Austin, Texas.

SMS/Text messaging

Picardo sends service-related SMS/text messages to existing members who have opted in to receive them. Messages may include intake reminders, appointment reminders, lab draw reminders, notifications that results are ready in the secure member dashboard, and support updates related to Picardo services.

SMS consent is optional. Members can opt out at any time by replying STOP, or reply HELP for help. Message frequency varies. Message and data rates may apply.

Picardo does not share, sell, rent, or disclose SMS opt-in consent, mobile numbers, or text messaging data with third parties or affiliates for their marketing or promotional purposes.

Contact support

We are here to help with account access, product questions, and data issues. For medical emergencies, call your local emergency number—not support email.

Email

support@picardo.health

What to include

  • The email address associated with your Picardo account.
  • A short description of the issue and what you expected to happen.
  • Steps to reproduce the problem, if applicable.
  • Browser and device (e.g. Safari on iPhone 16, Chrome on macOS).
  • Screenshots with personal details removed—unless we ask for specifics.
  • For lab orders, the order or confirmation identifier if you have it.

Response times

We aim to acknowledge business-day inquiries within one business day. Complex issues involving labs or third-party systems may take longer. Urgent security concerns should be labeled “Security” in the subject line.