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Account Management

• I need help logging in. I forgot my username or password.

  Click the Sign in Help link on the LiveGood login page.

  
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• How do I change my username or password?
  Login to your back office and click on My Info to change your username or password.
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• Can I change my display name?
  Yes. Click on My Info.
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• Can I operate in a company name?
  Yes, you can update your name on your My Info page.
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• I am a Pre-enrollee, what is my username or password?

  Pre-Enrollees do not have a login until they join. You may join using your email here: https://www.securemyposition.com/ and then click on "Lock in Your Position" to register and create your username and password.

  
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Compensation

• When do we get paid?

  Fast Start Commissions are paid each Thursday for the previous week's volume. That means anyone who signed up before LAST WEEK'S CUTOFF will be paid this Thursday. Anyone who joined THIS WEEK will be paid NEXT Thursday.

  
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• Do the people in my Powerline go in my Matrix?

  The Powerline does not determine how many people go under you in the matrix. It is just to show how many people joined the company and how many people go in the matrix AFTER you, which does not mean UNDER you. Most of the people you see in the Powerline will NOT be under you in the Matrix. Members are placed in the Matrix following their ENROLLER. Spillover is created when your enroller and the people above you in the Matrix enroll people faster than you. When that happens, some of those people may fall under you in the Matrix, as the only place for new Members to go is UNDER the ones who are already in there.

  KEEP IN MIND: There is a FAST way to build and a SLOW way to build. The SLOW way is to simply sit back and wait for spillover. Depending on how fast the people above you in the matrix are building, it might take a few weeks to see any spillover, possibly a few months. And that's ok. Even one person who gets placed below you in the matrix who goes to work could be earning you hundreds of dollars a month in residual income for years and years to come. So be patient. OR, if you want to build the FAST way, and make a LOT more money by building your matrix faster AND capitalizing on our HUGE matching bonuses, enroll a few people! Just enrolling 2 people literally triples your income potential, gets you to our Bronze rank, and gives you a huge head start to maximizing the compensation plan. Either way works, and in the meantime, use your membership to save a ton of money on the highest quality products on the planet! You will LOVE them! Win-win!

  
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• How do I use my credit wallet?

  Here are the steps to order products or purchase memberships via the credit wallet. This can be used to order products for yourself or others as well as transfer funds:

  To use the credit wallet to purchase products go to My Earnings > Credit Wallet. To successfully complete a credit wallet purchase, the amount for the order's total must be available.

  
  

  How to order product/s:

  • Click on My Earnings > Credit Wallet.
  • Click on the Shop Link.
  • Click "Order Now" for your desired product.
  • Select the number of products from the drop-down for each product you wish to purchase. > Add to Cart.
  • Return back to "Issue"
  • Enter the Member ID# or username for the person you wish to place an order for. If the order is for yourself, you will enter your Member ID# or username.
  • Choose Credit Type > Order Product.
  • Click "continue"
  • Click the button to "Load Products in Cart".
  • Click Continue.
  • Once on the confirmation page check for accuracy > Issue Credit.

  
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• How do I remove funds from my credit wallet to be paid in commissions?

  Click the Transfer to Earnings button in your Credit Wallet and the funds will be paid out to your selected payment option on Thursday.

  
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• Why don't I have anyone in my matrix?

  The Powerline does not determine how many people go under you in the matrix. It is just to show how many people joined the company and how many people go in the matrix AFTER you, which does not mean UNDER you.

  Most of the people you see in the Powerline will NOT be under you in the Matrix. Members are placed in the Matrix following their ENROLLER. Spillover is created when your enroller and the people above you in the Matrix enroll people faster than you. When that happens, some of those people may fall under you in the Matrix, as the only place for new Members to go is UNDER the ones who are already in there. KEEP IN MIND: There is a FAST way to build and a SLOW way to build. The SLOW way is to simply sit back and wait for spillover. Depending on how fast the people above you in the matrix are building, it might take a few weeks to see any spillover, possibly a few months. And that's ok. Even one person who gets placed below you in the matrix who goes to work could be earning you hundreds of dollars a month in residual income for years and years to come. So be patient. OR, if you want to build the FAST way, and make a LOT more money by building your matrix faster AND capitalizing on our HUGE matching bonuses, enroll a few people! Just enrolling 2 people literally triples your income potential, gets you to our Bronze rank, and gives you a huge head start to maximining the compensation plan. Either way works, and in the meantime, use your membership to save a ton of money on the highest quality products on the planet! You will LOVE them! Win-win!

  
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• When do I start earning in the matrix?

  Matrix Commissions and Matching Bonuses are paid Monthly the first week of each month for the previous month's Matrix volume. Remember, the first month's Membership is paid out in Fast Start Commissions only. So Matrix volume starts to accumulate on Members' second month Membership and beyond. Example: If you joined LiveGood in January and you have 50 Members under you in the Matrix in January, you would not earn a matrix commission for January because only Fast Start Commissions are paid on first month Memberships. Assuming all 50 of those Members remained active in February, you would receive your first Matrix commission the first week of March for those 50 Members in your Matrix who paid their second month Memberships in February. If another 100 Members were placed in your Matrix in February, for a total of 150 active Members in your Matrix, for the Matrix commissions that go out first week of March for February Matrix volume, you would be paid on 150 Members in your Matrix (50 who paid their 3rd month Membership, and 100 who paid their second month Membership). Keep in mind, in this example all 150 Members were under you in the matrix in February. But you only got paid on 50 of them for that month, because those 50 paid their second month Membership, while the other 100 who joined in February, their first month Memberships were paid out in Fast Start Commissions. So if you see people under you in the Matrix that you didn't earn Matrix commissions on this month, that means that was their first month and only Fast Start Commissions were paid on their first Membership. You will be paid Matrix commissions on them next month and beyond.

  
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• What payment methods do you accept?

  LiveGood accepts Visa and Mastercard that do not require a pin as well as Discover. In addition, we accept Cryptocurrency.

  
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• How am I paid?

  Payment Options Are:

  • Direct Deposit (USA Representatives Only)
  • Global eWallet - Powered by iPayout
  • Cryptocurrency - Powered by BitPay

  
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• How do I use BitPay?

  Bitpay allows you to receive commissions in Bitcoin and other cryptocurrencies. By selecting this payment option, you will receive an invitation to set up your BitPay account once you have earned commissions of at least the $60.00 minimum payout.

  If you have no earnings or less than the minimum you will NOT receive the invitation.

  Once you receive the invitation, follow the steps in the email to register for bitpay. As soon as your account is registered, you will be paid the following Thursday when we pay commissions.

  
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• How do I use eWallet or iPayout?

  iPayout allows you to receive commissions to a debit cart or other options that you can see on your Payment Options page. By selecting this payment option, you will receive an invitation to set up your iPayout account once you have earned commissions of at least the $25.00 minimum payout.

  If you have no earnings or less than the minimum you will NOT receive the invitation.

  Once you receive the invitation, follow the steps in the email to register for iPayout. As soon as your account is registered, you will be paid the following Thursday when we pay commissions.

  
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Membership

• How is my membership billed?

  If you have a credit card on file, Your membership will be automatically billed each month. From your account click on "My Membership" to view your bill date.

  
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• How do I change my enroller?

  Your enroller does not determine your success in LiveGood. Thus, we do not allow enroller changes, unless a mistake was made upon enrollment.

  If a mistake was made, you may send an email to support@livegood.com and include the following:

  • Your Member ID #
  • The ID Number of the Person You Meant to Enroll with

  
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• How do I update my billing information?

  You may update your billing or other account information once logged into your account by clicking on My Info.

  
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• What is the difference between an Affiliate, a Member, and a Retail Customer?

  Members are people who pay $9.95 per month (or $99.95 for the year) to get wholesale/member prices on all LiveGood products.

  Retail Customers are people who are NOT members, and pay Retail prices for products.

  Affiliates are people who can earn income in the compensation plan. An Affiliate may also be a Member or a Retail Customer, or neither.

  Most people are Affiliates and Members so they can save money on products and earn money in the compensation plan.

  
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• How do I cancel my membership?

  From your account click on "My Membership". If you wish to cancel your yearly membership, please email support@livegood.com

  
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Orders

• When will I receive my order?

  The standard shipping time is 5-7 business days or sooner for shipments within the US and 2-3 weeks for international shipments.

  You can view your order status and tracking information from your account under Order History.

  
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• How do I return my order?

  Here is our Refund Policy

  All LiveGood products have a 90 day empty bottle guarantee. If you are not 100% satisfied with any of our products for any reason, simply send back the unused portion or empty bottle to:

  LiveGood Returns
  1201 Jupiter Park Dr. Unit 5
  Jupiter, Fl 33458
  Be sure to include your name that was on the order or your order ID number.
  
  

  As soon as the products are received at our warehouse, you will be refunded, and we will email you to let you know.

  
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• How do I cancel my order?

  The shipping and fulfillment of your order begins as soon as it is submitted and cannot be canceled once the order is placed. If you placed an order and do not want it, you can ship it back for a refund. We will refund you as soon as the product is received at our warehouse and send you an email to let you know.

  
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Shipping

• What countries do you ship to?

  LiveGood Ships products worldwide.

  
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• How much is shipping?

  Shipping cost depends on the size and weight of products, and your location. Put a few things in your cart and you will see the shipping price when you go to check out. You can see before/without paying.

  You can then decide if you want to purchase, or remove items from your shopping cart.

  
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Leads and Website

• What lead sources can I use?

  LiveGood does not allow you to purchase traffic to be sent to LiveGood websites. Doing so will get your landing pages turned off.

  You are welcome to purchase leads and contact them directly and invite them to visit your LiveGood landing page.

  But with all the free lead sources on social media, there is no reason to ever purchase leads. Watch our training video for ideas on how to build your business big and fast without ever purchasing leads from ANY lead source: LiveGood Training - How to Build Your Team - YouTube

  
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• Can I purchase leads or traffic to my site?

  LiveGood does not allow you to purchase traffic to be sent to LiveGood websites. Doing so will get your landing pages turned off.

  You are welcome to purchase leads and contact them directly and invite them to visit your LiveGood landing page.

  But with all the free lead sources on social media, there is no reason to ever purchase leads. Watch our training video for ideas on how to build your business big and fast without ever purchasing leads from ANY lead source: LiveGood Training - How to Build Your Team - YouTube

  
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• What is my website address?

  Login to your back office and click on My Websites to see your website address and what each of them do.

  
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Products

• The Super Reds and Super Greens say, "contains wheat", but they are gluten free. How can this be?
  Our Super Reds and Super Greens both contain wheatgrass. While it's a wheat product, wheatgrass does not contain gluten and is safe to consume if you follow a gluten-free diet. This may seem surprising since wheat is off-limits to people who avoid gluten. The reason wheatgrass is gluten-free involves its harvesting methods. We are required to say "contains wheat" due to the wheatgrass. Our product has been tested to ensure Gluten free.
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• Where do you source your ingredients from?
  Our ingredients are sourced from all over the world based on purity and potency. We base our ingredient selection on supporting literature and studies.
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• Where are your products manufactured?
  All products are manufactured in the USA. Our manufacturing facilities are cGMP/NSF certified and further test each product and provide the Certificates of Analysis on the bottom of our website.
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  USA manufactured
• Are your products third party tested?
  Yes. All products are third party tested. The raw ingredients are tested prior to manufacturing and any product with organics or risk of metal contamination is also screened for heavy metals. All finished products are tested for identity, potency and purity, and again, heavy metals will be tested.
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• Are your supplements FDA approved?
  There are no FDA approvals in dietary supplements, they are regulated like food. The FDA approvals are for drugs that have been a part of large clinical trials. The FDA is not authorized to approve dietary supplements for safety and effectiveness.
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• Are your supplements pharmaceutical grade?
  This is a trick question since they are not pharmaceuticals but yes, they are sourced to the same standard and they are manufactured under cGMP standards.
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• Are your supplements safe for pregnancy and breastfeeding women?
  Our products are not formulated for pregnancy and breastfeeding. We recommend discussing any supplementation with your OB/GYN prior to starting.
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• Do you use all natural or synthetic ingredients?
  The answer to this question is we use both depending on the product. Some synthetic vitamins have been used safely and reliably for many years. We make the choice to use specific ingredients to ensure they meet our potency and stability requirements. As an example, natural folate has less bioavailability than folic acid, the synthetic version. For tis example, we chose a patented form of folic acid that is methylated and considered superior to all other forms of folate.
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• Do the CBD products contain THC?
  Our CBD tincture is full-spectrum which means it contains many of the flavonoids and terpenes which are beneficial. That also means it CAN contain up to 0.3% THC. Our Certificate of Analysis showed no detectable THC, but out of an abundance of caution, we recommend NOT consuming full-spectrum THC if you have routine drug screening for THC. There is zero THC in the Pain Cream.
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Clinic

• Can I talk to a provider first before I get started?
  We offer asynchronous telehealth through medical intake questionnaires reviewed by licensed providers. Unfortunately, we cannot connect you with a provider before submission.
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• What is the status of my prescription?
  Once you submit your intake form and you recieve the "you're approved" email, it will usually take 4-6 business days for your medication to arrive. You will receive tracking information once it ships.
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• How can I update my payment information?
  Your subscription payment is managed by Stripe. You can update your payment information directly on their website. There's a link at the bottom of each email we send that allows you to manage your account.
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• How do I cancel my subscription?
  You can cancel your subscription anytime via your Stripe payment portal. There's a link at the bottom of each email we send that allows you to manage your account.
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• What should I do if I experience medication side effects?
  Please email support@wellsync.com and a member of our patient experience team will schedule a time for you to meet with a provider.
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• How do I get a refund for my treatment?
  Please email support@wellsync.com and we will escalate refund requests to our patient experience team. Please breifly explain why you are requesting a refund, and you will receive an update once it has been processed.
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• How do I access my medical records?
  WellSync does not have access to your personal medical information.
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• What should I do if my prescription is delayed?
  Please note it may take up to 10 business days to recieve your medication after you submit your intake form. If it is after 10 business days, please email support@wellsync.com with your information and our patient experience team will check the status of your order.
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• What if I have additional questions about my care?
  Please email support@wellsync.com and our patient experience team will escalate to our clinical team if appropriate.
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• How can I reach my pharmacy directly?
  You do not need to contact the pharmacy directly. Email support@wellsync.com and you will be connected with our patient experience team who can look into your pharmacy questions for you.
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• Is there a patient portal I can log into?
  Our medical weight loss patients currently don't have a portal. We're working on implementing one. Thank you for your patience.
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• What is my dosage?
  If you're new to medical weight loss, you will start at the lowest dosage and increase gradually (0.25mg weekly for Semaglutide, and 2.5mg weekly for Tirzepitide). If you're on a current prescription, you can upload it and the provider will try to give you that dose. If you are refilling, you can request an increase or decrease in your dosage during the refill process.
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• I was disqualified after paying.
  We aim to disqualify during the intake process the best we can. A provider reviewed your intake form, and deemed this medication not eligible based on your medical history or answers to your questions. Your safety is our priority. A refund has been processed.
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• Do you accept insurance?
  We don't accept insurance. We strive to offer competitive pricing to ensure affordability for all patients.
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• Can I pay with my HSA card?
  You are encouraged to consult your FSA/HSA administrator or insurance carrier for specific rules and regulations.
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• Can you send me a copy of my prescription?
  We can request this from your provider. Email your information to support@wellsync.com and our team will email it to you.
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• Can you provide details on the weight loss program, including dosage and costs?
  The program is billed every 28 days. The monthly cost is on our website next to the medication selected​​. Patients typically start at a lower dosage to allow their bodies to adjust to the medication gradually. Refill forms are sent via email on day 28 to check on symptoms and request adjustments to dose.
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• Can I continue my regular dosage from my previous provider?
  Yes, you can upload your current prescription to your intake form, and the provider will keep you on a similiar dose unless there's something in your intake form that they do not feel compfortable doing so. When uploading your current prescription, please include the date, medication name and dose. They will contact you if they have concerns.
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• Can I complete an assessment questionnaire on behalf of someone else?
  At this time, the assessment questionnaire can only be completed by the person seeking care.
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• What does asynchronous care mean?
  Asynchronous telehealth allows you to receive care without live interaction with clinicians. First, you complete an Electronic Medical Record (EMR) provided intake questionnaire to fill out at your convenience. Then, the medical provider reviews your submissions and responds accordingly to enable flexible, timely treatment with medication shipped directly to you.
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• How does my prescription get to the pharmacy?
  Your provider will submit your prescription directly to the pharmacy electronically. The pharmacy then takes over to fill your prescription in preparation for shipping to your provided shipping address.
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• How much do I draw up?
  Follow the dosage instructions provided by your medical provider, which are given in "units." A unit corresponds to the markings on your syringe. Your package should include 100U syringes labeled in 10-unit increments. For example, if your instructions say "Inject 10 units," draw up to the "10" mark on the syringe.
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• Where is my shipment information?
  Once the pharmacy ships your prescription, you will receive an email notification that your medication has been shipped along with tracking information.
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• Where is my shipment information?
  Once the pharmacy ships your prescription, you will receive an email notification that your medication has been shipped along with tracking information.
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• Is your service available nationwide?
  We service all the US besides Alabama, Mississippi, DC, and Puerto Rico due to their state laws.
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