Bupa Well+ Silver help and support
Setting up your subscription
Managing your subscription
Appointments and treatment
More help
I bought a subscription but haven’t received an email
When you buy a Bupa Well+ Silver subscription, you should receive an email within 15 minutes confirming your purchase.
We’ll then set up your subscription and send you a second email within 24 hours. You can then download the app and start using Bupa Well+ Silver.
If you don’t receive the second email, you can wait 24 hours, and then download the My Bupa App anyway. You’ll still be able to register and access your Bupa Well+ services.
I can’t see my Bupa Well+ services in the app.
After you buy Bupa Well+ Silver, we’ll set up your subscription within 24 hours. If you use the app before then, your Bupa Well+ services will not be visible.
We’ll send you an email when your subscription has been set up. After this, when you sign in to the app, you’ll be able to make appointments and see fitness and wellbeing classes.
When can I start using my Bupa Well+ Silver subscription?
You can start using the Bupa Well+ services as soon as we’ve set up your Well+ subscription.
After you’ve bought Bupa Well+ Silver, we’ll set up your subscription within 24 hours. When everything’s ready, we’ll send you an email asking you to download our app. As soon as you’ve signed in to the app, you can start using your Bupa Well+ services.
How do my family get access to their subscription?
Once you’ve signed in to the app, we’ll guide you through the process of activating your family’s subscriptions.
If you’ve paid for your family to be included on your Bupa Well+ Silver subscription, we’ll ask for their email addresses when you sign in to the app. We’ll only ask for email addresses for anyone over 16 years old.
We’ll then send your family members emails inviting them to download the app and start using Bupa Well+ Silver.
We don’t ask for email addresses for children under 16 years old. The main customer on the subscription will be able to book GP appointments for children under 16 years old.
Can I cancel my Bupa Well+ Silver subscription?
You can end your subscription at any time.
If you cancel in the first 14 days, and you haven’t used any of the services, you’ll receive a full refund. The first 14 days are your cooling off period. If you use any services in the first 14 days, you will not receive a refund of the first monthly payment.
After 14 days you can still end your subscription at any time. If you do this we'll refund any subscription fees you've paid for the period of time after your subscription ends.
If you cancel your subscription, you will not be able to start a new subscription for three months.
I’ve missed a payment. What should I do?
If you’ve missed a payment, your access to Bupa Well+ Silver will be paused. Please get in touch with us to make the payment within 14 days.
If you arrange payment within 14 days, we can get your subscription back up and running. If we don’t receive a payment within 14 days, we’ll cancel your subscription. You won’t be able to start a new subscription for three months.
You can arrange payment by contacting us through the chat in the app. Or you can speak to our team.
I’ve been diagnosed and need treatment. What are my next steps?
If you need treatment after your remote digital appointment with a GP, there are several possible next steps.
- Collect medication from your local pharmacy. If you’ve been prescribed medication, you can collect this from a pharmacy. You’ll need to pay for the medication as this is a private prescription
- Book remote physio or mental health appointments. If you need treatment for muscle, bone or joint, or mental health issues, you can begin this through the app if one of the available subscription services is recommended by the GP. Bupa Well+ Silver includes a fixed number of remote digital appointments with physio’s and counsellors.
- Go to the NHS or book private treatment. If you need treatment for something else, you'll need to go to your GP. Or you can pay for private treatment. You can get some treatments through our pay as you go services.
My physio sessions have run out
If you still need treatment after you’ve used your included sessions you can pay to see a physio privately, or you can go to the NHS.
Bupa Well+ Silver includes six digital appointments with a physiotherapist each year.
If you need more support, you can go to your GP. They will help you access physio treatment through the NHS.
Or you can make a private physio appointment through our pay as you go service.
You will get six more digital appointments if you renew your subscription each year.
My mental health sessions have run out
If you need support after you’ve used your appointments, you can get help from our mental health concierge.
If you’ve used your included appointments but still need help, our mental health concierge will be in touch with you. They’ll talk you through how to get help privately or through the NHS. If you’d like private treatment, you’ll need to pay for it.
Our mental health concierge will tell you how to ask for support and what to ask for.
Your Bupa Well+ Silver subscription includes up to two hours of support from the concierge in total each year. So, you can come back to them if you have any questions or would like an alternative plan.
You will get eight behavioural therapy and six more counselling remote appointments when you renew each year.
Speak to our team
Technical help, appointments and help with the app
For help signing in or any other technical issues, please call our digital support team.
They can also help with using Well+ in the My Bupa app, and booking and attending appointments.
My Bupa digital support
Call 0345 266 7952
Mon to Fri 8am to 6pm, Sat 8am to 4pm.
Calls may be recorded or monitored.
Payments, cancellations, refunds and removing someone.
For help with a payment, cancellation or refund. Or if you’d like to remove someone from your subscription, please call us.
Bupa Well+ Silver help
Call 0800 028 8262
Mon to Fri 8am to 6pm, Sat 8am to 4pm.
Calls may be recorded or monitored.
Or you can chat with us in the My Bupa app.
Limits apply to services included in your Bupa Well+ subscription and services are subject to availability. Scans and tests are not included. Please check your subscription for details. Access to digital GP from 6am to 10pm every weekday and 8am to 8pm on weekends. Musculoskeletal triage is a 20 minute appointment available from 8am to 8pm everyday with treatment limited to six physiotherapy sessions and access to self-managed plans via Physitrack. Mental Health triage is access to an assessment helpline with treatment limited to 14 therapist sessions, two hours with a personal coach and/or 10 self-managed sessions via SilverCloud.
Bupa Well+ and the My Bupa App are provided by Bupa Insurance Services Limited which is authorised and regulated by the Financial Conduct Authority (FCA). Registered in England and Wales at 1 Angel Court, London, EC2R 7HJ. Its company number is 3829851. VAT Registration Number: 239731641.
The Bupa Well+ Silver product and services are not regulated by the FCA.
The Digital GP, Mental Health and Musculoskeletal services are provided by Bupa Occupational Health Limited who work with American Well Corporation UK Limited (Trading as “Silvercloud”) and Physitrack PLC. Bupa Occupational Health Limited is registered in England and Wales at 1 Angel Court, London EC2R 7HJ. Its company number is 631336. American Well Corporation UK Limited is registered in England and Wales at 124 City Road, London, England, EC1V 2NX. Its company number is 10960422. Physitrack PLC is registered in the United Kingdom at 6th Floor 125 London Wall, London, United Kingdom, EC2Y 5AS. Its company number is 08106661.
The Wellbeing Services are provided by Bupa and Spectrum Wellness UK Limited. Spectrum Wellness UK Limited is registered in England and Wales at Huckletree Ancoats, 9 Great Ancoats St, Manchester, M4 5AD. Its company number is 11815511.
Services are subject to availability.
Page last reviewed: 30/09/2024
