Frequently Asked Questions (FAQs)

All your Questions answered

Find the answers to common questions about our services, subscriptions, and support options.

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General Questions

Our third-party partners require you to log in to verify your status as a 360 Wellbeing customer. If you haven’t registered with them, please do so – this only needs to be done once. Your device should remember your password for future logins. You will need to use your Organisation Code to access these services under the 360 Wellbeing application.

Yes, family members residing at the same address are covered.

Once you’ve registered and created your account, you can share your login credentials with your family member to grant them access.

Open the app and navigate to Your Health & GP, then click on the on-demand GP service. If you haven’t added your family member yet, select the ‘Add Family Member’ button, complete the required details, and they will then be listed for access to the GP service.

Yes, all GP’s are registered in the UK, with most practicing in the NHS as well as privately.

Yes, all GP’s are registered in the UK, with most practicing in the NHS as well as privately.

Yes, they can issue an open referral, which is valid for both private and NHS use. If you plan to use it privately and have health insurance, submit the referral to your insurer. For NHS use, you may need to consult your registered GP surgery first, as they may require you to see your own GP before processing the referral.

Yes, you can obtain a Fit to Work certificate from your GP if you are unwell and require documentation for your employer. Please note that this service is available exclusively in the GP Video section of the application and cannot be issued via the chat facility.

You can access the weekly wellbeing seminars by navigating to the Wellbeing Studio in the ‘Your Health and GP’ section of the application. From there, select the ‘Health and Fitness’ option.

To access the physiotherapy service, go to the ‘Your Health and GP section of the application and select ‘Physiotherapy’. Be sure to read the text before connecting to the physiotherapy service. You’ll need to have your profile completed with details such as your Date of Birth, Sex, and Phone Number. Once entered, the system will send you a text with a link to connect to the 360 Wellbeing application. Follow the instructions provided and click the “Begin Assessment” blue button. Agree to the terms and conditions and continue with the instructions.

Your Mental Wellness

The 360 Wellbeing app offers several ways to support your mental health. You can contact a 24/7 helpline staffed by professionals who will listen to your concerns and create a personalized health pathway tailored to your needs. If therapy or counselling is part of your pathway, you can choose from face-to-face, video, or phone sessions with a BACP Accredited counsellor. Your subscription allows for up to eight sessions per condition in a single calendar year. Additionally, life coaching may be available to help you develop new skills that support your mental wellbeing.

There are numerous discounts available. To access them, go to the ‘Benefits’ section in the application and select ‘Lifestyle Savings’. If you haven’t registered with our third-party partner, please do so first to access the discounts. This will direct you to the Benefits Hub, where you can search for the shop you want. Follow the specific instructions provided to obtain your discount, as not all shops use the same system.

To access discounts on petrol and diesel, you need to apply for a physical fuel card, which can be found in the ‘Your Benefits’ section of the application. Follow the provided instructions, and there’s also a helpful video guide available within the app. You can have up to three cards (e.g., Shell, Esso, and BP). During registration, you’ll set up a Direct Debit. Use the physical card to pay for your fuel, and one week later, the amount (minus the discount) will be deducted from your bank account via Direct Debit.

To access gym membership discounts, go to the ‘Your Benefits’ section of the application and select ‘Gym Discounts’. This will redirect you to a web page where you’ll need to enter your postcode. Once you input your postcode, it will display all the offers available in your local area. Follow the instructions for the gym you select to obtain your discount.

Download the app from the Google Play Store or Apple App Store and search for ‘360 Wellbeing’. You can also access it via a progressive web application at app.360wellbeing.com on your desktop browser.

Check your junk/spam folder first. Add 360wellbe.co.uk to your contacts to prevent future emails being caught by spam filters. Your welcome email contains a unique 6-digit token required to activate your account — without it you cannot register. Contact your employer or membership administrator if you still can’t locate it.

Your 6-digit token is a unique code included in your welcome email. When you first register on the app, you enter this code to unlock all services. It can only be used once and cannot be reused.

Spectrum Life is a partner who powers several services in the Your Wellness section, including mental health counselling, life coaching, savings and discounts, and the legal and debt helplines. You may need to complete a brief 30-second registration with Spectrum when you first access these services. 360 Wellbeing is working towards a single sign-on solution so this extra step may no longer be required — check the app for the latest.

Yes. All services (with one exception) are available to you and your immediate family — anyone who resides at your home address. Share your username and password so they can log in on their own devices. The one exception is structured counselling (up to 8 sessions), which is for the main account holder only. The 24/7 mental health helpline is available to all family members.

The GP service is now fully on-demand — no need to book in advance. Once registered, you can typically connect with a UK-registered GP within one minute via live text chat or video appointment. GPs can issue prescriptions and referral letters.

Unlimited. You can use the text and video GP service as many times as you need throughout the year.

Yes, but these are private prescriptions. You will need to pay for the medication when collecting from a pharmacy. If you already have a repeat prescription through your NHS GP, return to that surgery to renew it rather than starting a new prescription through this service.

Yes. GPs can issue open referral letters which you can take to your NHS GP for onward NHS treatment, use for self-pay private treatment, or present to a private medical insurer.

Yes. Do not use it for emergencies — call 999 or go to A&E. It is also not recommended for anything related to pregnancy or fertility; use the NHS for these. For ongoing repeat prescriptions, go back to your NHS GP rather than initiating a new prescription here.

When setting up the GP service for the first time (powered by our partner Abby), register your partner and children by entering their date of birth and details. Once stored, booking appointments for them becomes straightforward. Do this proactively — before you actually need an appointment.

FIO is a digital MSK physiotherapy service that is unlimited — use it as often as you like. You complete a step-by-step assessment describing your injury or niggle (e.g. pulled hamstring, back pain, shoulder issue), answer questions about severity and onset, and receive a personalised physiotherapy programme adapted from over 3,000 scenarios. It is not suitable for emergencies, but is a cost-effective first step before visiting a private physio.

The eye health screening test takes under 10 minutes on your phone, laptop, or tablet. It checks vision, prescription changes, astigmatism, visual field, colour vision, and depth perception, then produces a 3–4 page report. It is not a replacement for a full optician eye test, but will indicate whether you should book one.

The app includes a dedicated menopause health section in partnership with the Online Menopause Centre (OMC). This provides podcasts, videos, workplace guidance, partner and colleague support resources, and a free 15-minute callback with an OMC specialist. You can also speak to a GP via the on-demand GP service.

Up to 8 sessions of structured counselling per condition per year (increased from 6). If you resolve one condition and develop a separate issue later in the year, you can qualify for a further 8 sessions for that new condition.

Structured counselling is for the main account holder only. However, all family members can access the confidential 24/7 mental health support helpline via phone, SMS, or WhatsApp.

A wide range of challenges including stress, anxiety, depression, low mood, grief and loss, family disputes, career concerns, and work-related issues. You will be triaged by an experienced counsellor who becomes your dedicated advisor throughout, recommending the most appropriate support and next steps.

After an initial triage call, you will typically be contacted within 48 hours. Your first counselling appointment is usually booked within 5 working days of the triage call.

Yes, fully confidential. Nothing from your conversations with a GP, counsellor, or life coach is stored in the app. Only registration details (name, address, date of birth) are retained. When contacting the mental health service by phone, remember to identify yourself as a 360 Wellbeing customer.

Yes. The counselling service is multilingual. If English is not your first language, let the triage team know and they will match you with an appropriate counsellor.

Life coaching is a proactive, preventative service for people who are not yet at the stage of needing counselling but want support with goal-setting, clarifying their values, or navigating a transition in their life. Access it via the Life Coaching tab in Your Wellness and arrange a callback with a coach.

The built-in digital gym offers on-demand fitness classes for all ages and fitness levels, including cardio, strength, yoga, pilates, and family-friendly sessions. Classes are available weekly and can be a cost-effective alternative or supplement to a gym membership.

Wellness Studio provides monthly and weekly themed webinars, e-learning modules, and downloadable guides. Themes change each month (recent examples include women’s health and mental health awareness). Log in regularly to see the current topic.

Yes. The legal and debt helpline (in the Your Wellness section) offers free guidance on legal matters such as neighbour disputes, party wall agreements, and general legal questions — without the cost of a solicitor. Debt guidance is also available for help with consolidating loans or credit cards. Access via phone, SMS, or WhatsApp.

Over 1,500 providers across categories including supermarkets, technology, gifting, eating out, and entertainment. Recent examples include 20% off Nike, Samsung phone offers, and train discounts via Train Pal. Search by category in the Benefits section to find relevant offers.

Register on Benefits Hub within the app (a quick one-time step). Once registered, browse or search by category to find discounts and offers relevant to you.

Jam Donut lets you earn cashback when shopping in-store or online. Search for the retailer in the app to see if cashback is available (e.g. 5% on your weekly shop), load the offer, spend as normal, and the cashback is returned to your account. Each week, selected brands have ‘pumped up’ offers where rates are doubled.

Up to 60% off standard cinema tickets, with both off-peak and on-peak savings available. Check the app before booking — discounts vary by cinema and time.

360 Lifestyle is a forthcoming separate app (same login as your 360 Wellbeing account) with a significantly expanded range of discounts including buy-one-get-one-free offers on restaurants, flights, and hotel rooms. Based on usage data from other countries, a typical family could save over £1,000 a year. Look out for the launch announcement.

Yes. Over 4,000 gyms and fitness centres are available at discounted rates, including Nuffield Health, F45, Anytime Fitness, Peloton, and Fitbit digital gym subscriptions. Check before renewing or joining a gym.

Pet 365 is a pet health checker that helps avoid unnecessary vet visits. Register your pet (cat, dog, or other) by entering its breed, age, weight, and any previous health conditions. The app draws on a large database to assess whether a symptom is common for that breed and age, or warrants a vet visit. You can access up to 6 video calls per year with a qualified UK vet for further guidance — all included at no extra cost.

Book an appointment with Squiggle (the will writing partner) for a free ~40-minute consultation. They will review your estate and provide a basic will at no cost, including free storage. If your situation is more complex (multiple properties, overseas assets, business ownership), they may recommend an enhanced will — this would be at an additional cost, and it is your choice whether to proceed.

12 months of free vehicle accident cover is provided by Assist Protect. Register your vehicle(s) in the Benefits section. If your car is involved in an accident, it will be recovered at no cost. If the accident was not your fault, Assist Protect will arrange a hire car at no cost to you, recovered from the third party’s insurance. At the end of 12 months, you can choose whether to renew.

Ask Bill is a utility bill help service, offering guidance and support with household energy and utility costs.

All services described are included at no extra cost with two exceptions: (1) private prescriptions issued via the GP service — you pay for the medication at the pharmacy; and (2) enhanced wills through Squiggle, if recommended during your consultation (basic wills are free).

No. Conversations with GPs, mental health counsellors, and life coaches are not stored in the app. Only your registration details (name, address, date of birth) are retained. All services are fully confidential.

360 Health Score is a forthcoming feature that connects with wearable technology (Apple Watch, Garmin, etc.) to monitor heart rate, sleep quality, and recovery. It will award points for activity and steps, and includes a facial scan feature to detect metrics such as blood pressure.

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