FAQs

What is the SmartExam™ Pilot Program?

The Fluent SmartExam™ Pilot Program is an early access initiative currently available in select states. Currently, residents of California, Illinois, Michigan, Nebraska, Ohio, Pennsylvania, Texas and Washington who are ages 18+ are eligible to purchase the Fluent SmartExam for health monitoring. Adults 18+ in these states can also connect with a physician for virtual care and treatment. 

In the future, the Fluent SmartExam will be available for purchase nationwide, where all Fluent SmartExam patients will have the ability to share their exams with their own physicians. Patients will also have the option to join a monthly membership to virtually connect with a network of primary care physicians (all patients ages 2+ will be able to connect with a physician.)

Who is the SmartExam for and when should it be used?

The Fluent SmartExam powered by Nonagon technology is designed for use on children and adults ages 2+ and should be operated by adults ages 18+. It can be used by anyone who wants to monitor their health and/or get diagnosed and treated by a physician remotely. Currently, the SmartExam is available for purchase by residents of California, Illinois, Michigan, Nebraska, Ohio, Pennsylvania, Texas and Washington who are ages 18+ under the Fluent SmartExam Pilot Program. 

What’s included with my SmartExam Pilot Program purchase? 

Your Fluent SmartExam order includes the following:

SmartExam Device

7 Ear Specula 

Tongue Depressor

Two AAA Batteries 

Nonagon app subscription

2 Virtual Care Physician Visits (valid for patients 18+ through June 30, 2022)

Each Fluent SmartExam Pilot Program order comes with 2 Virtual Care Physician Visits valid for patients 18+. Each visit is scheduled for 30 minutes. If additional time is needed, please schedule another visit. After your 2 initial visits are completed, additional visits can be scheduled for $125 per 30 minute visit.

You must be 18+ to schedule a virtual care visit and be treated by a physician as part of the current pilot program. We are working to make pediatric virtual care visits available for patients under 18. Exams can still be conducted on children ages 2+ for home health monitoring. 

Coming Soon: Fluent SmartExam pilot users will be able to virtually share their exams with their own physicians. Users will also have the option to send exams to and connect with a network of adult or pediatric primary care physicians via our virtual care service for a flat monthly or annual membership fee. 

What exams can be conducted using the SmartExam? 

The following exams can be conducted using the SmartExam, Nonagon app and your smartphone:

Capture respiratory sounds

Monitor heart sounds 

Record abdominal sounds

Record body temperature

Examine inner ear canal 

Check saturation level (SpO2)

Measure pulse rate

Photograph mouth and throat

Photograph skin

Where and when can the SmartExam be used?

The SmartExam can be used at home or on-the-go, anytime day or night. It’s designed for remote use including travel. To conduct exams, all you need is the SmartExam, Nonagon app, a smartphone and a bluetooth connection. WiFi is not required to conduct exams as long as your cellular data is turned on. 

What common conditions can the SmartExam help a physician diagnose?

The SmartExam can help a physician diagnose and treat many common conditions including ear infections, sore throats, fever, cold and flu, bronchitis, upper respiratory conditions, abdominal conditions, skin conditions, bug bites and allergies. 

How much does the SmartExam cost?

The SmartExam costs $149 and includes 2 complimentary virtual care physician visits (for patients ages 18+ only) to be used during the Pilot Program ending June 30, 2022. Additional virtual care visits can be purchased for $125 per 30 minute visit as part of the Pilot Program. 

In the future, Fluent SmartExam patients will have the ability to share their exams with their own physicians. Patients will also have the option to join a monthly membership to virtually connect with a network of primary care physicians (available for all patients ages 2+) for a flat fee.

How can I tell if my smartphone is compatible with the SmartExam?

The following smartphones are compatible with the SmartExam device:

iPhone 7 and above running iOS 11.0 and above

Android 7 and above with 4GB RAM and above

Additional details on compatibility can be found here.

How do I get set up?

It’s easy, just complete the following steps that will be outlined in our step-by-step onboarding email:

Before You Receive Your Device:

Download the Nonagon app and activate your Nonagon account by following the instructions sent to your email. Can’t find the email? Try searching for “admin@nonagon-care.com” in your inbox. 

When You Receive Your Device:

Pair your Fluent SmartExam with your smartphone using the Nonagon app and bluetooth.

Review these tutorial videos and conduct all exams to familiarize yourself with the device.

After You Receive Your Device:

Need to connect with a doctor? Refer to our step-by-step Welcome / Onboarding email for the link to request a virtual care visit. After you complete your request information, we’ll then send you a scheduling link so you can book a virtual care visit during a time that’s convenient for you. Once your visit is scheduled, you’ll be prompted to complete some forms, provide additional physician-requested information and conduct and send your exams in advance of your appointment. 

How do I connect the SmartExam to my smartphone?

It’s simple.

Download the Nonagon app from either Google Play or the App store.

Sign into the app with the temporary Nonagon account information provided via email following your purchase. You will be prompted to change your password in order to activate your account. (Can’t find the email? Try searching ‘admin@nonagon-care.com’ in your inbox.)

Once logged in, the app will then prompt you to pair the SmartExam device to your smartphone via bluetooth. Ensure the device is powered on and bluetooth is enabled. 

Where can I learn more about how to conduct exams using the SmartExam?

The Nonagon app has built-in tutorial videos and guidance technology to help you conduct exams easily and accurately. Exam tutorial videos can also be found here. 

Does the SmartExam require batteries?

Yes, the SmartExam requires two AAA batteries. Two AAA batteries are provided with your purchase. 

Do I need WiFi to use the SmartExam?

As long as cellular data is turned on, you do not need WiFi to use the SmartExam as it connects with your smartphone and the Nonagon app via bluetooth connectivity. You will need WiFi or cellular data to share your completed exams with a physician and complete a virtual visit.

How many household members can use the SmartExam?

Up to 7 household members can use the Nonagon app and SmartExam. 

Is the SmartExam FDA cleared?

Yes! The SmartExam handheld device in conjunction with the Nonagon app is FDA cleared.

Who is eligible to schedule a virtual care visit?

Each SmartExam Pilot Program purchase comes with 2 complimentary virtual care physician visits (up to 30 minutes each, valid for adults 18+ through June 30, 2022.) If additional time is needed after the 2 initial visits, please schedule another visit. Additional virtual care physician visits can be scheduled for $125 per 30 minute visit as part of the current program. 

You must be 18+ to be seen by a physician as part of the current pilot program. While we’re not able to offer pediatric virtual care visits at this time during the pilot, we are working to make these available in the future. Exams can still be conducted on children 2+ for home health monitoring. 

Coming Soon: Fluent SmartExam pilot users will be able to virtually share their exams with their own physicians. Users will also have the option to send exams to and connect with a network of adult or pediatric primary care physicians via our virtual care service for a flat monthly or annual membership fee. 

How can I connect with a doctor and share my medical exam data?

Each SmartExam Pilot Program purchase comes with 2 virtual care physician visits, up to 30 minutes each, valid for adults 18+. 

Please refer to our step-by-step onboarding email for a link to request a virtual care visit. Once you complete your request information, we’ll then send you a scheduling link so you can book a virtual care visit during a time that’s convenient for you. Once your visit is scheduled, you’ll receive instructions on how to complete pre-visit information, send your exams and connect with a physician. 

All visits can be conducted via a web browser on a computer. If joining the visit by phone, you’ll need to download the Telehealth by SimplePractice app via the App Store or Google Play.

These 2 complimentary visits expire on May 31, 2022. Additional visits can be purchased for $125 per 30 minute visit for the duration of the Pilot Program.  

How quickly can I get an appointment with a doctor? 

Appointments can be scheduled for Monday through Friday from 9am - 5pm Central Time. Most virtual visit appointments can be accommodated within 24-48 hours of appointment request (excluding weekends.) 

What is the cancellation policy for virtual care visits?

Appointments must be canceled or rescheduled 24 hours prior to the appointment time. If appointments are not canceled or rebooked at least 24 hour prior to the appointment, the visit will be deducted from your account if using one of the 2 complimentary virtual appointments. You will be billed by the medical practice for visits beyond the complimentary 2 appointments included with the pilot.

Can I share my medical data with my own doctor?

Not yet but we’re working on it! In the future, all SmartExam users will be able to virtually share their medical exams with their own doctors (including multiple doctors across one household.) 

How can I buy the SmartExam?

The Fluent SmartExam is currently available for purchase by and shipped to residents of California, Illinois, Michigan, Nebraska, Ohio, Pennsylvania, Texas and Washington who are 18+. Since this is an Rx-product, the order is processed via our partner medical service asktimely and then shipped by Fluent. 

Does the SmartExam require a prescription for purchase?

Yes. Since the SmartExam is currently an Rx-product, it requires a prescription for purchase. We will verify some information as part of the checkout process and notify you once the prescription has been approved and your order is shipped.

How much is shipping?

The SmartExam ships for free via standard shipping and arrives within 3-7 business days. We cannot expedite or overnight delivery.

Is the SmartExam covered by insurance?

The SmartExam is not covered by insurance. However, you may be eligible to pay for the SmartExam through your HSA or FSA account.

All physician visits beyond the first 2 complimentary visits are billed out-of-pocket. Labs, follow-up appointments and medication prescriptions are also billed out-of-pocket and not covered by the Fluent SmartExam purchase or complimentary physician visits. You may request an invoice for any physician visits beyond the 2 complimentary visits to submit to insurance and these physician visits may also be eligible for payment through your HSA or FSA account. 

Is the SmartExam HSA / FSA eligible?

The SmartExam is HSA- and FSA-eligible*.

If you have an HSA or FSA account, you can use those funds for products on our website by either:

Using an HSA or FSA debit card when you check out. As soon as your order is placed, we authorize for the full value or your order to confirm that funds are available from your HSA or FSA account. We capture the funds for your order after authorization. If funds for the full value of your order are not available, your card may be declined and your order will be canceled. If any part of your order is not fulfilled, you will receive a refund.

Using another payment method and reimbursing yourself from your HSA or FSA account later.

*Eligibility and terms are subject to change in accordance with federal guidelines

When will I be charged for the SmartExam?

If you are paying by credit card: As soon as your order is placed, we authorize for the full value or your order to confirm that funds are available from your credit account. We capture the funds (charge your card) after card authorization. If funds for the full value or your order are not available, your order will be declined. If any part of your order is not fulfilled, you will receive a refund.

How will my order appear on my credit card statement?

Charges will appear on your credit card statement as “ASKTIMELY”

What payment methods are accepted?

We accept all major credit cards.

Is there a warranty?

The Fluent SmartExam comes with a one year warranty.  

How long will it take for my order to arrive? 

After you place your order, we move quickly to get the SmartExam to you ASAP.

The Fluent SmartExam usually arrives 3-7 business days after you place your order. We'll keep you in the loop by sending status update emails along the way.  Most orders will be delivered via FedEx shipping service. We’ll send you an email after your order ships with your tracking information so you can see where your package is in real time. 

Can I cancel my order?

In order to get you the device ASAP, our team moves quickly to get your order shipped out. Unfortunately, this means that we aren't able to make any changes to an order once it’s been placed.

Am I able to return the SmartExam once it’s purchased?

Since the SmartExam is an Rx product, we unfortunately cannot accept returns unless the device malfunctions. If you have any issues with the device functioning properly, please email support_us@nonagon-care.com and we will process an exchange or return.

Who do I contact if I need support with the SmartExam?

ORDER AND SHIPPING HELP:

For any support needed around placing an order or shipping, please email help@getfluenthealth.com. 

DEVICE HELP:

For any support needed around the device once you’ve received it, please email support_us@nonagon-care.com. You should receive a response within 24 hours. You may also call 1-855-666-2871 to speak with a Nonagon support team member Monday through Friday 9am-5pm PT.

NONAGON APP HELP:

For any support needed around the Nonagon app, please email support_us@nonagon-care.com. You should receive a response within 24 hours. You may also call 1-855-666-2871 to speak with a Nonagon support team member Monday through Friday 9am-5pm PT.

How does my medical data stay secure and HIPAA-compliant? 

We put patient wellbeing first and, therefore, adheres to strict privacy policies. All of your personal information, along with examination results and correspondence with your doctor, is encrypted and stored in our HIPAA-compliant cloud-based system. Access to your health information is restricted and can only be shared at your discretion.

Does Fluent, Nonagon or asktimely sell or share any of my information?

We take your privacy and the security of your information very seriously. We’ve designed our platforms to comply with all relevant privacy laws and have implemented strict security protocols to protect your information. 

What is your privacy policy?

Fluent’s privacy policy can be found here.

Is the Nonagon app free?

Yes, the Nonagon app is free to download and use when paired with the SmartExam at this time. 

How do I download the Nonagon app?

You can download the Nonagon app via Google Play or the App Store.

How do I use the Nonagon app?

The Nonagon app is intuitive and easy to use. Simply log in with the credentials emailed to you by the Nonagon team following your SmartExam purchase and the app will guide you through set up and exam tutorials. Exam tutorial videos can also be found here.

Who do I contact if I need support with the Nonagon app?

Please email support_us@nonagon-care.com for any Nonagon app support questions.

At Fluent™, we're shaping a new approach to wellbeing — one that's simple, integrated and accessible for every body. We’ve blended immunity, health monitoring, virtual care and treatment together into one collection that puts your health and ease first. 

See Who We Are for more information

Fluent was created by a team of healthcare industry veterans that set out to develop a proactive solution to care of your health. Our products and services are supported by a network of US Board Certified Physicians, healthcare professionals, and our medical advisory board.

Over-the-counter products and supplements from Fluent are available in all 50 states and Washington D.C. Fluent products are not available to ship to international locations.

For Fluent symptom relief and immunity products, you do not need a prescription.

Fluent products are HSA- and FSA-eligible.*

If you have an HSA or FSA account, you can use those funds for products on our website by either:

Using an HSA or FSA debit card when you check out.
As soon as your order is placed, we authorize for the full value or your order to confirm that funds are available from your HSA or FSA account. We capture the funds for your order after authorization. If funds for the full value of your order are not available, your card may be declined and your order will be cancelled. If any part of your order is not fulfilled, you will receive a refund.

Using another payment method and reimbursing yourself from your HSA or FSA account later.

*Eligibility and terms are subject to change in accordance with federal guidelines.

Symptom relief medication and immunity supplements are best stored in a cool, dry place.

Please keep medications out of reach of small children and pets. Always check the Drug Facts labels on your medication to verify the storage information.

Fluent services, products and medication are not covered by insurance. However, you may be eligible to pay for Fluent products and medication through your HSA or FSA account. See 'Are Fluent products HSA or FSA Eligible?' above for more details.

Credit Cards - As soon as your order is placed, we authorize for the full value or your order to confirm that funds are available from your credit account. We capture the funds (charge your card) after card authorization. If funds for the full value or your order are not available, your order will be declined. If any part of your order is not fulfilled, you will receive a refund.

Paypal - Funds are captured from your PayPal account as soon as you place an order. Your entire order, including any applicable tax and shipping & handling fees, is charged at that time. If we are unable to fulfill any part of your order, you will be refunded directly to your PayPal account.

Charges will appear on your credit card statement as "Fluent Health"

We accept all major Credit Cards, Paypal, Amazon Pay, Google Pay, and Shopify Pay.

We ship only to the 50 US States and Washington D.C. Unfortunately we do not ship internationally.

After you place your order, we move quickly to get your medicines and supplements to you ASAP.

Standard Shipping:
Orders placed are shipped within 48 hours of order placement and delivered within 2-5 business days depending on location. Most orders will be delivered via FedEx 2 day shipping service.
As soon as your order is shipped, you will receive a shipping confirmation email with full details.
To receive details or update on your shipment status, please click tracking information in your shipping confirmation email.

Overnight Shipping:
Orders placed before 12 p.m. CST on Mondays - Fridays are shipped the same day and delivered within 1 business day. Orders placed after 12 p.m. are shipped the next business day. At this time, we are unfortunately unable to ship Overnight to Alaska or Hawaii.

PO Boxes:
Orders sent to PO Boxes can only be sent via ground delivery. Expedited shipping is not available to PO Boxes. Please allow the standard shipping time for delivery.

For any questions on shipments, please have your tracking number handy and contact the shipper (e.g. USPS, FedEx) directly.

For orders over $29, our products ship free.

For orders under $29, an $8 shipping fee will be applied at checkout.

You can check on the status of your order on the “My Orders” page. If you are not able to get the information you need, please Contact Us.

To get you the care you need ASAP, our team moves quickly to get your order shipped out quickly. Unfortunately, this means that we aren't able to make any changes to an order once it’s been placed.

Please see "What is your return policy?" below for details on order returns.

We want you to love your Fluent purchase, so if you are not 100% satisfied, please contact us at returns@getfluenthealth.com within 30 days of your purchase, and we will provide a return authorization and mailing information. We will be happy to credit your account for the full amount of your purchase, minus the cost of the return shipping.

We take your privacy and the security of your information very seriously. We’ve designed the Fluent platform to comply with all relevant privacy laws and have implemented strict security protocols to protect your information.

Please read our Privacy Policy for more details.

Please contact our customer service team by sending an email to service@getfluenthealth.com or via our Contact Us page. You can also contact us by mail at 100 Overlook Center, Floor 2, Princeton, NJ08540. We’ll be happy to help!