The Reserve Meds patient portal: what to expect

Published: April 2026 · Updated: October 2026 · Category: How it works

In short: the patient portal at portal.reservemeds.com is your private space to follow a medicine request step by step. You create an account with a username and password. Your mobile number is required and email is optional. Then you can see your case status and its 7 steps, upload the documents we need, message your coordinator, sign the consent, and review and accept your written quote. The sign-in, sign-up and case pages work in English and Arabic. You do not need an account just to ask a question: the inquiry form or WhatsApp is enough.

Creating your account

On the Create your account page you enter:

• Full name as it appears on your passport or ID.
• A username you choose: 3 to 32 characters, using lowercase letters, numbers, dots, dashes and underscores.
• A password of at least 10 characters. A short sentence of three or four words you will remember works well. The portal refuses common passwords and passwords that contain your username.
• Your mobile number with country code, ideally your WhatsApp number. This is required because we use it to reach you about your case.
• Your country of residence.
• Email, optional. With an email you can reset your password yourself. Without one, we help you on WhatsApp.

You then confirm you have read the Privacy Notice and the Terms. If you first contacted us through the form or WhatsApp, your coordinator may open the case for you and then send you a link to choose your username and password.

Signing in

You sign in on the sign-in page with your username or email and your password. There is no need to wait for an emailed sign-in link each time. A session ends after 8 hours unless you tick "Remember this device for 30 days". Tick it only on your own phone or computer.

After several wrong passwords in a row, the portal asks you to wait a minute or more before trying again. It never suspends your account. If you forget your password, the "Set or reset your password" page emails you a one-time link that works for 30 minutes. No email on your account? Message us on WhatsApp and a coordinator will help.

Your case page

Each request has its own page showing:

• The current status in plain words, with two short notes: "What is happening now" and "What you need to do".
• The 7 steps: Request, Documents, Review, Quote, Payment, Shipping, Delivered. Finished steps are shaded and the current step is highlighted.
• A timeline of every status change with its date and time.
• Shipment details when available: carrier, tracking number, dispatch date and delivery date.

If your request is paused for any reason, your coordinator messages you with the reason and the next step.

Your document checklist and uploads

The case page lists the documents your request needs, each with its status: "Needed", "Received, under review", "Accepted" or "Please upload again" with a note from your coordinator. The standard list has four items:

1. A current prescription from your treating physician showing the medicine, the dose and the prescriber's details.
2. Proof your physician is currently licensed, such as a license certificate or a screenshot from the medical registry.
3. Passport or national ID of the person who will receive the medicine, used only to confirm identity.
4. The signed consent, which you sign on the same page.

Your coordinator may add items specific to your case, or mark an item as not needed. Files can be PDF, JPG, PNG or HEIC, up to 15 MB each, and photos from your phone are fine. Your coordinator checks each file after it arrives. If a document needs to be uploaded again, we email you if you gave us an email address.

Messages with your coordinator

The case page has a message section where you write to your coordinator, and the conversation stays with your request. Message text is stored encrypted. When your coordinator replies, we send you an email alert if your account has an email. We reply within one business day. On WhatsApp we usually reply the same day.

Signing the consent online

Before you accept a quote, you read the consent to coordinate your medicine request, type your full name and confirm. The text explains that Reserve Meds is a digital health company that does not give medical advice or write prescriptions, that your treating physician stays responsible for your medical care, and what information we collect and why.

With your signature we store the typed name, the time, your IP address, your device and browser, and a digital fingerprint of the exact text you read. The page shows the version you signed. If the wording changes, we may ask you to sign the updated version.

Reviewing and accepting your quote

When your written quote is ready, it appears on the case page with its line items, the total in US dollars and its expiry date, and we email you if you gave us an email. A quote is valid for 7 days unless it states otherwise. Your coordination fee is quoted in writing for your case before you commit. No hidden charges.

To accept, you type your full name and tick "I accept this quote for my case". The consent must be signed first. With your acceptance we store your name, the time and a digital fingerprint of the quote lines and total. If a quote expires, message your coordinator for a new one.

How payment instructions reach you

After you accept, the page shows the amount due and your own payment reference. Your coordinator sends the bank transfer details to you directly, by email or WhatsApp. For your safety we never put bank account numbers in a link or on a portal page.

Before you send money, confirm the account details with your coordinator on WhatsApp +1 516 528 3120. Reserve Meds never changes bank details by email alone. Include your reference with the transfer, then message your coordinator the transfer date and your bank's confirmation number.

Email alerts

If you gave us an email, we alert you at key moments: your quote is ready, a document needs to be uploaded again, your coordinator sent a new message, your payment was received, your medicine shipped, and it was delivered. Your case page always has the full details. Emails come in the language you chose, English or Arabic. You can change it at any time under "Email language" on your profile page.

Privacy and security

• Only you and the Reserve Meds coordination team can see your case, documents and messages.
• Your password is stored only as a one-way hash, so nobody can read it, including our team.
• Message text and your phone number are stored encrypted with AES-256, and documents are kept in private cloud storage that is encrypted at rest.
• Every opening of a case page is logged, and system administrators can review the log of access to patient records.
• The database and documents are backed up every night to a separate private store. Nightly copies are kept 35 days and monthly copies 400 days.
• The portal runs over HTTPS, and the session cookie cannot be read by scripts in your browser.

Full details are in our Privacy Notice. Privacy questions: privacy@reservemeds.com.

What the portal does not do

• It does not give medical advice or write prescriptions. Treatment decisions stay with your treating physician.
• It never shows bank account numbers on a page or in a link.
• It is not needed to ask a question. The inquiry form asks only for the medicine, your country and your WhatsApp number. Email is optional.

Reserve Meds is a digital health company. Medicines are supplied through a US-licensed pharmaceutical wholesale partner.

Getting help and response times

We reply within one business day. On WhatsApp we usually reply the same day. For any trouble signing in or uploading, message us on WhatsApp at +1 516 528 3120 or email hello@reservemeds.com. For short answers about access routes, see our answers page.

Some details may change as the portal improves. What you see in your account is the reference.

Portal questions

Related reading

Short answers · How it works · FAQ · All articles

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