Support
However you reach us, a real person at Sarlo reads it. If you are a patient, your message goes to the team looking after your treatment.
Getting in touch
If you are already a patient, the fastest route is the Messages tab in the Sarlo app, or Messages in your account on this site. It reaches the clinical team directly, everything stays in one thread, and we can see your record while we answer — so nothing has to be explained twice.
For anything else — including questions before you start, an order that has not arrived, or trouble signing in — email support@sarlo.co.uk.
We are a UK service. We treat adults aged 18 and over, and we ship kits and medication to UK addresses only.
When you'll hear back
We aim to answer messages and emails within one working day. Clinical questions may take a little longer, because they are answered by a clinician rather than passed to a general inbox.
Complaints are different and we treat them formally: we acknowledge within three working days and aim to respond fully within 20 working days. If we need longer, we tell you why and when to expect an answer.
Urgent problems and out of hours
We are not an emergency service and we cannot respond to urgent problems.
If you are seriously unwell, call 999. For urgent advice that is not an emergency, call NHS 111. Do not wait for a reply from us.
Get medical help immediately if you develop chest pain, breathlessness, or pain, swelling or redness in a leg. These can be signs of a blood clot, which is a recognised risk of testosterone treatment.
Do not stop testosterone treatment abruptly on your own. If you want to stop, for any reason including cost, message us and a clinician will help you do it properly.
Help with the app
The Sarlo app is for existing patients. You sign in with the email address and password on your Sarlo account — the same ones you use on this site.
- Forgotten your password? Tap “Forgot password?” on the sign-in screen. The link we email expires after one hour.
- Something looks wrong or missing? Send us a message from the Messages tab and tell us what you expected to see. Results and prescriptions appear once a clinician has released them.
- Want a copy of your data, or to close your account? Go to Profile, then Account & privacy. You can request your data, withdraw your consent to treatment, or delete your account there without emailing anyone.
- Buying a blood test kit? Kits are ordered on this website rather than in the app.
Closing your account does not erase your medical record — we are required to keep it. The retention table in our Privacy Policy sets out exactly what we keep and for how long.
Reporting a side effect
Tell us promptly — through Messages if you are a patient, or by emailing support@sarlo.co.uk. You can also report a side effect directly to the MHRA through the Yellow Card scheme, whether or not you tell us first.
If something goes wrong
Tell us first and give us the chance to put it right — message us through your account or email support@sarlo.co.uk.
If you are not satisfied with our response, you can raise a clinical concern with the Care Quality Commission or the relevant professional regulator — the General Medical Council for doctors, the General Pharmaceutical Council for pharmacies. Complaining to us first does not affect your right to do so, or your legal rights.
For anything about your personal information, you can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113.