Account and Subscriptions

29 articles for Account and Subscriptions

How can I add a product to an existing subscription?

At this time you are not able to add items to existing subscriptions through the Subscription tab. To add an item you will need to place a new order for the item you would like and place it on subscription. If you would like to place the item on the same shipping schedule, you can sign into your account, click Subscriptions then click Edit All to place all subscriptions on the same ship date.

What browser and device work best to manage subscriptions?

Our website performs best when using Chrome; however, Safari, Edge and Firefox will also work. It’s important when managing your subscriptions that you are on a laptop or desktop, so all features are visible on the screen. Smaller devices may not display all features, so it is best to avoid using cell phones, iPads and the like when viewing/modifying your subscriptions.

What steps do I take if my credit card declines?

If your credit card is not submitting, confirm you are entering the proper name, billing address and security code. Confirm the card is activated and there are no limits set by your bank on daily spending. Try entering another credit card (if possible) or use PayPal. If you are still experiencing difficulties, please contact Customer Service during business hours so they may collect additional information for further review.

How do I update my payment information?

You can update your payment information in your account settings. After you are logged in, click on your Profile icon at the top left of your screen and choose "Payment Method” from the side menu. From the Payment Method screen, you are able to update your payment information. If you have existing subscriptions, the go to the “Subscriptions” tab, click Modify>Edit, and update your payment information for each active subscription.

How do I update my account information?

After you log-in to your customer account, go to "Profile" and from there you can update your account information as needed. If you have existing subscriptions, then go to the “Subscriptions” tab and click Modify>Edit by each subscribed product you wish to change or updated.

How do I cancel an auto-ship subscription?

Auto-ship subscriptions can be cancelled through your Profile section of the website. Upon login, click "Subscriptions" then by each subscribed product you wish to cancel, click Modify>Edit, then Unsubscribe. You will receive an email and a message in your Notification feed of the cancellation.

Do I need to do anything special to begin utilizing the new online dispensary features, such as importing a client list, extending individual discounts, and making a recommendation?

If you are already participating in Thorne’s online dispensary program (aka Patient Express), then you do not need to do anything special to begin using these features. If you are already a Thorne customer but have not signed up for online dispensing, you need to go to your "professional profile" which you can find by clicking on the briefcase icon in the top right of your screen. Once you land on your "professional profile" page, click the "complete enrollment" button to provide the necessary information to access these tools. Once you complete enrollment, you will be ready to start dispensing!

I am a professional customer. Where can I find my affiliate link?

Your Affiliate link is in your professional profile. After you log in, click on the briefcase icon at the top right of your screen. Then click on the "Resources" tab. As you scroll down, you will come to the Affiliate link section. Simply copy and paste a url from our website in the website url field and we will add the required tracking information.

What is the purpose of collecting personal health profile information in account settings?

Thorne sells at-home test kits that provide health insights based on measurements of the biomarkers in just a few drops of your blood, saliva, or urine. You can review your test results and your personalized recommendations on the Thorne dashboard. These recommendations are generated from our medically-supervised algorithms that are based on your individual biomarkers and your health profile information. By filling out your health profile, we are able to further customize your recommendations.

Can I register as a new professional customer without providing my EIN/SS number?

No. If you are a new Thorne professional customer, then you must supply your Employer Identification Number or your Social Security Number at registration because this information is part of Thorne’s verification and activation process for professional accounts.