Your dermatologist decides when your consultation is closed. Once it has been closed, you can still reopen it within seven days of the closure. Reopening is a paid service and costs €15. A few exceptions apply, which you can read about below. Reopening is cheaper and quicker than starting a completely new consultation.
When reopening is useful
Reopening is meant for situations where you need to carry on within the same consultation, for example:
you have an additional question after the closure
you want to add more photos
something in your treatment plan is still unclear
When you should not have to pay
Reopening normally costs €15, but sometimes you do not need to reopen your consultation, so you pay nothing. Let us know if one of these situations applies to you:
Your dermatologist misunderstood your question. If the answer was about a different problem from the one you meant, a clarification is not a new question.
You asked your question before the consultation was closed, but received no answer. We then treat it as an unanswered question. In that case, read "I haven't received an answer within the agreed time".
A document still needs to be signed, amended or translated. If a signature is missing or something is wrong in a document you received from your dermatologist, your consultation does not need to be reopened. Our team will help you with this at no extra cost.
Your dermatologist asked you to send blood or lab results. If you send them after your consultation has been closed, we will reopen it at no extra cost. Read "Submitting blood or lab results".
After seven days
After seven days, a consultation can normally no longer be reopened. In that case, contact our support team. They will check whether reopening is still possible in your situation and help you with the best next step.
Your file is kept, so your dermatologist can continue to consult your history.
While your consultation is still open
Use the chat in your consultation to ask questions or clarify something. This costs nothing extra while the consultation is still open.
It is therefore best to ask any outstanding questions before your consultation is closed.