FAQs

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.

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 powered by iDoc24, a digital health company with a commitment to increase the availability of dermatology. The platform has already helped over 19,000 users get an expert opinion about their skin conditions.

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?

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. Please visit 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 iOS 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.

What is the cost for the service?

In the US:

  • $29.99 – 48 hour response
  • $39.99 – 24 hour response
  • $59.99 – 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 (only images and your text description). Your privacy is valued and protected. No registration or account creation necessary.

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. Some cases that are not identifiable may be used in research literature or conferences, but is not sold to third parties.

Can I receive a copy of my processed case?

Yes. If you would like to receive a physical copy of your processed case, please write us a letter with your unique case number, submission date and time, and we will send you a copy of our reply. The administrative fee for this service is $15 (€10).

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.

Do you have insurance?

Yes. We have a cyber and patient insurance in USA and Europe

Read more FAQs on our Zendesk Support

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1 (415) 234-4124