Overview
This article explains why a consultation may return a “not eligible” result and what steps to take next. If your consultation indicates that you are not eligible, the decision is based entirely on the answers you provided and established clinical safety criteria. This guide helps you understand how eligibility is determined and what to do if you believe there may have been an error.
Use this article if:
Your consultation result says you are not eligible
You want to confirm whether your answers were submitted correctly
You need help understanding what to do next
Why You May See a “Not Eligible” Result
If your consultation states that you are not eligible, this outcome is determined by:
The specific answers you provided during the consultation
Our clinical safety criteria
The system evaluates eligibility based only on the information submitted in your responses. If the consultation says you are not eligible, it means that based on those answers, you do not meet the required criteria.
What To Do If You See a “Not Eligible” Message
Review Your Answers Carefully
Before submitting the consultation, make sure:
All questions are answered completely.
Each answer accurately reflects your medical history and current health information.
You did not accidentally select an incorrect response.
If you believe you may have made an error, go back and carefully review your answers.
If Your Answers Are Correct
If you have:
Carefully reviewed your answers
Confirmed that all responses are accurate
Retaken the consultation (if applicable)
And the consultation still says you are not eligible, this means that based on the information provided, you do not meet the clinical eligibility criteria at this time.
If you still need help after reviewing the information above, additional assistance is available