Frequently Asked Questions

WHAT IS PoNS?

PoNS, short for Portable Neuromodulation Stimulator, is an innovative medical device. It includes a controller and mouthpiece that delivers mild stimulation to the surface of the tongue. This stimulation triggers a flow of neural impulses to the brain structures that control gait. PoNS is to be used in conjunction with supervised therapeutic exercises, referred to as PoNS Therapy™.

Use of the device while engaging in movement and coordination tasks promotes neuromodulation and neuroplasticity, activating brain pathways to improve gait.

HOW DOES PoNS WORK?

The device consists of a controller and a mouthpiece that contains gold-plated electrodes. The controller goes around the neck. The mouthpiece rests on the front of the tongue with the electrodes facing the tongue.

When the PoNS device is on, the electrodes on the mouthpiece send mild electrical impulses to the tongue (a gentle sensation similar to drinking a sparkling beverage). These impulses stimulate the cranial nerves that have direct connections into the brain through the brain stem.

This stimulation sets off a cascade of activity in the brain when combined with physical activity, which creates a neuroplastic effect that helps to improve gait.

HOW IS PoNS APPLIED?

PoNS is to be used in conjunction with supervised therapeutic exercise, referred to as PoNS Therapy. PoNS Therapy is a comprehensive 14-week program combining in-clinic (primarily in the first two weeks) and in-home use of the PoNS device guided by a PoNS Trainer to focus on targeted therapeutic exercises.

WHAT IS THE PATIENT THERAPY ACCESS PROGRAM (PTAP)?

PoNS is more accessible than ever with the Patient Therapy Access Program (PTAP). PTAP provides qualifying patients access to the PoNS therapy device at a significantly reduced rate. Patients who wish to apply will need a prescription, a letter of medical necessity (LMN), and consent to release medical records. Once you go through the process, you will have the opportunity to select whether you’d like to be considered for the PTAP program. For additional questions, contact us now to speak with a representative at (800) 789-6429 or service@getponstherapy.com.

HOW DO I GET STARTED?

1. Register – Set up an account by providing your Name, Email, and Password.
2. Complete medical questionnaire – Answer a few medical questions that the healthcare provider will review during your consultation. If you already have a prescription, you can let us know in the questionnaire.
3. Checkout – Provide billing and payment information.
4. Conduct a visit with a healthcare provider – If you do not have a prescription for PoNS®, you will conduct an audio or video consultation to find out if PoNS® is right for you. The consultation type depends on your state’s regulations.

HOW DOES THE ONLINE CONSULTATION PROCESS WORK?

After registering, you will be asked to complete an online medical assessment to provide more information about your medical history, medical conditions, and any medications you are currently taking. If you already have a prescription, you won’t need to complete a telehealth visit.

Next, one of our healthcare providers will conduct a video or audio consultation. He or she will review the medical information you provide to determine what options are appropriate for you. After your virtual consultation, please keep an eye on your email for additional forms that you will need to complete.

WHAT IS THE DIFFERENCE BETWEEN AUDIO AND VIDEO CONSULTATIONS?

All states require some interaction between a healthcare provider and the patient. However, regulations governing the type of interaction or consultation differ from state to state. Depending on your state, you will be required to have an audio or video visit with a healthcare provider. In all cases, the process is straightforward and easy to follow. 

AUDIO CONSULTATIONS

If your state requires an audio consultation, you will be directed to schedule an audio visit by choosing from a list of healthcare providers who are licensed in your state.

You will receive a confirmation email with a link to join the visit. At the scheduled time, click on the link directly in the confirmation email or log in to your account and click “Begin Scheduled Visit.” Once logged in, you will be in the waiting room until the healthcare provider initiates the visit. The healthcare provider will review the medical information you provided, verify important medical information, and address any specific questions you may have.

If you need to reschedule, you can do so by going to Order History and clicking “Reschedule” to select a different date and time. If you have any questions or issues, please contact us.

VIDEO CONSULTATIONS

If your state requires a video consultation, we will direct you to schedule a brief visit with one of our healthcare providers. Our site uses secure, private, high-quality streaming video between you and our licensed healthcare providers. After completing the checkout process, you will be directed to schedule a video visit by choosing from a list of healthcare providers who are licensed in your state.

You will receive a confirmation email with a link to join the audio visit. At the scheduled time, click on the link directly in the confirmation email or log in to your account and click “Begin Scheduled Visit.” Once logged in, you will be in the waiting room until the healthcare provider initiates the visit. The healthcare provider will review the medical information you provided, verify important medical information, and address any specific questions you may have.

WHAT BROWSER SHOULD I USE?

Your visit with a healthcare provider happens in a web browser. For the best experience possible, we recommend using the following browsers.

  • MAC OS: Safari is recommended, Chrome and Firefox are also supported
  • iOS: Safari is the only browser supported on iOS
  • WINDOWS: Chrome is recommended, Firefox and Edge are also supported
  • ANDROID: Chrome is recommended, Firefox is also supported
TROUBLESHOOTING CAMERA & MICROPHONE PERMISSIONS

If you are trying to start a visit and you receive a notification that your camera and/or microphone are being blocked, here are some instructions for allowing or permitting the needed device settings. 

MAC OS

  • Safari is recommended. Upper-left top menu > Safari > Preferences > Websites tab
  • In the left pane, select Camera, then in the right pane, find this site, set to “Ask” or “Allow”
  • In the left pane, select Microphone, then in the right pane, find this site, set to “Ask” or “Allow”
  • Close the Preferences panel to save changes. 

Chrome

  • Upper-left top menu > Chrome > Preferences > Privacy and Security > Site Settings > select this site…
  • Camera: “Ask” or “Allow”
  • Microphone: “Ask” or “Allow”

Firefox

  • Menu icon in upper right of window > Preferences > Privacy and Security > Permissions…
  • Camera: open dialog, find this website, “Allow”
  • Microphone: open dialog, find this website, “Allow”

iOS

  • Safari is the only browser supported on iOS
  • Settings App > Safari > scroll down to “Settings for Websites”…
  • Camera: “Ask” or “Allow”
  • Microphone: “Ask” or “Allow”

WINDOWS

  • Chrome is recommended
  • Stacked dots menu in upper right > Settings > Advanced > Content Settings…
  • Camera: “Ask before accessing”
  • Microphone: “Ask before accessing”

Firefox

  • Gear in the upper right of the window > Privacy and Security > Permissions…
  • Camera: open dialog, find this website, “Allow”
  • Microphone: open dialog, find this website, “Allow”

ANDROID

  • Chrome is recommended
  • Stacked dots menu icon > Settings > Site Settings… 
  • Camera: “Ask first”
  • Microphone: “Ask first”

Firefox

  • Settings App > Apps and App Permissions > Firefox > Permissions
  • Toggle on Camera and Microphone
  • Restart Firefox
PAYMENT & INSURANCE

WHAT FORM OF PAYMENT CAN I USE? 

We accept credit cards, debit cards, prepaid cards, and flexible spending account (FSA) cards to pay for the telehealth consultation. If you are approved for the PoNS Therapy Device, a Patient Support representative will contact you to discuss payment options.

WHAT WILL DISPLAY ON MY CREDIT CARD STATEMENT? 

GetPoNSTherapy.com will appear on your credit card statement. If you have any questions, please call 800-789-6429.

CAN I USE HEALTH INSURANCE FOR THE TELEHEALTH VISIT? 

No. At this time we require payment at the time of service. Forms of acceptable payment are listed in the answer above.

IS THERE A TELEHEALTH CONSULTATION FEE? 

Yes, there is a telehealth consultation fee of $25. 

DO YOU ACCEPT FLEX SPENDING ACCOUNT (FSA) OR HEALTH SAVINGS ACCOUNT (HSA) CARDS?
Yes, we are registered as a SIGIS member for the 90% Rule. We accept FSA and HSA cards as forms of payment.

MEDICAL COMPLAINT

TO FILE A CONSUMER COMPLAINT:

  • File a complaint with Utah DOPL: Here
  • File a complaint with Iowa medical board: Here
  • File a complaint with Kentucky medical board: Here
  • File a complaint with Maine medical board: Here
  • File a complaint with Maryland medical board: Here
  • File a complaint with Rhode Island medical board: Here
  • File a complaint with Texas medical board: Here
  • File a complaint with Vermont medical board: Here
IN THE EVENT OF AN EMERGENCY

In case of a medical emergency, please contact your local physician or hospital for immediate care. Do not rely on your online healthcare provider for emergency medical care.