Frequently asked questions

What is First Derm?

First Derm offers a professional input about your skin condition based on your uploaded images and text from a board-certified dermatologist. We have served users in a ll corners of the world in 6 languages.

Our service bridges the gap between an internet search and an in-person dermatologist consultation. Surveys suggest that about 80% of internet users search online for information about their medical symptoms. Not only is this process time consuming, but it can often lead to misinformation.

Our team of dermatologists is here around the clock to provide you an expert input on your skin concerns.

First Derm is owned by iDoc24 inc, a digital health company with a commitment to increase the availability of dermatology. The platform has already helped over 100,000 users get an expert opinion about their skin conditions.

The service cannot substitute a dermatologist consultation, because they do a whole body scan and might take further tests or a skin biopsy to get an absolute diagnosis. We only give information that can help you get a speedy recovery for your skin concern.

Our research and peer review scientific research has shown that we can help 70% of users to get an answer to their skin concern and self-treat, the other 30% are advised to see a doctor in person for further tests, biopsy to get a diagnosis and a treatment plan. You can read more here

How Do I use First Derm?

Please refer to our How It Works page for more information.

Do I need to visit a Doctor?

First Derm is not a substitute a doctor’s visit. We are committed to providing sound medical information based on received information.For more serious cases we recommend that you see a physician in person.
Please feel welcome to contact our 24/7 support at [email protected] if you have any questions, comments, concerns, or if you are unsure about the medical information we have given you.

How do I know it’s really a doctor analyzing my picture?

First Derm works exclusively with board-certified dermatologists who are further vetted by the iDoc24 advisory board. All First Derm dermatologists are required to complete background checks along with a screening test, and are committed to delivering the highest quality of care.
Currently we have dermatologists answering cases in five languages: English, Spanish, Swedish, French and Italian. For more information on our dermatologists, visit our Dermatologists page.

How do I know if the dermatologist has received my case?

To view you case, you will need your unique 8 digit case number. If you have not noted or stored this case number, you will have to contact support with the last four digits on your credit card.

iPhone: Once you have submitted your case, you will receive a “push” notification with a unique case number. This is your receipt, which should be kept for future reference.

All cases are secured and protected in our servers.

You will receive another “push” notification once your query has been answered and you can review the case under “view case” in the app. You can also check your case status on our View Case page and type in your unique case number to view your case.

If you have turned “push” notifications off, you will not receive a “push” notification when the case has been answered, and you will have to from time to time manually go into the “view case” page in the app. 

Android: Once you have submitted your case, you will receive a confirmation along with a unique case number. This is your receipt, which should be kept for future reference.

All cases are secured and protected in our servers.

We do not enable push notifications for Android devices. Please vist our View Case page and type in your unique case number to view your case. You can also check your case status through our View Case page on our First Derm Android app.

Web application: Once you have submitted your case, you will receive a confirmation receipt along with a unique case number. This is your receipt, which should be kept for future reference.

All cases are secured and protected in our servers.

When you view your case a secure connection is established between our server and the web browser.

If you do not receive an answer from us, please let us know by emailing [email protected] with your unique case number or the last four digits of the credit card number you paid with and we’ll contact you shortly.

What happens if I receive incorrect medical information?

First Derm is committed to delivering the highest quality of service and is not a substitute for a visit to a physician.

Studies have shown that in over 70% of teledermatology consultations, the diagnosis is the same as a face-to-face visit. and in 90% of cases if the differential diagnosis is included.

The professional opinion given to you by our dermatologists is based on the information the doctor has received. It is therefore important that the pictures you upload are as focused as possible on the skin problem of concern. Similarly, the text description you send along with the picture should be descriptive and accurate.

The information is to be used for medical guidance. The information is NOT a definitive medical diagnosis or treatment plan, but rather steps that can be taken before a visit to the doctor is needed.

What if I don’t receive an answer within the time I paid for?

The service can be strained due to high demand during some periods. Sometimes there can be a technical error that prevents a case from being submitted or reviewed by our dermatologists. We therefore reserve the right to respond within 48 hours. If you have not received your answer, please contact us at [email protected] with your case number along with the date and time you sent in your query and we will get back to you shortly.

Can I get a prescription from the doctor?

No, we do not write prescriptions at this time. Studies have shown that it is best medical practice to see a doctor in person in case of side effects. Please contact your local dermatologist to follow up and see the progress of your prescription medicine.

Can I contact the doctor?

To protect the user’s anonymity, we do not disclose contact information of our users or our doctors. Please contact [email protected] if you have any questions, comments or concerns regarding your case.

What is the cost for the service?

In the US:

  • $34.95 – 48 hour response
  • $49.95 – 24 hour response
  • $69.99 – 8 hour response

In Europe:

  • €19.99 – 48 hour response
  • €30.99 – 24 hour response
  • €54.99 – 8 hour response

Data usage fees from your wireless service provider may apply.

What happens if the picture I send in is of poor quality?

Our doctors always strive to give users the best possible medical information from the information they are given. You will receive an answer; however, our doctors may be less certain if the provided images are blurry or out of focus.

How do I pay?

iPhone: We accept iTunes, credit card and PayPal.

Android: We accept Google checkout, credit card and PayPal.

Web application: We accept credit card and PayPal.

Am I really Anonymous

Yes. We do not collect any personally identifiable information like name, phone number, e-mail, IP adress, geo location, only images and your text description. Your privacy is valued and protected. There is no registration or account creation.

Will my case be stored?

Your case will be kept on record for 10 years: Case number, dates, time, picture, text, the response from our doctor, and which doctor replied. Non identifiable may be used in research literature, conferences and machine learning to improve our user experience and service.

Can I receive a copy of my processed case?

Yes. If you would like to receive a physical copy of your processed case, go here and enter your case number and print out as a PDF file. https://firstderm.com/view-my-case/

What do I do if I am not satisfied with the service?

We are committed to providing high-quality, professional service to all of our users and appreciate your feedback. If something goes wrong, please send us an email to [email protected] with your unique case number, submission date and time and we’ll get in touch with you shortly.

Who is in charge of the service?

First Derm is operated by iDoc24 Inc, a communications platform company founded by Alexander Borve, MD. iDoc24 Inc has a medical board and other expert advisors. The information provided to users comes directly from independent board-certified dermatologists. We do not create a patient doctor relationship. The service is information only for you to investigate further or take timely next steps to improve your skin concern.

Do you take insurance?

Yes. We take HSA and FSA insurance.

1 (415) 234-4124
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