Support Center
Last updated: July 8, 2026
Welcome to the Biomed Family support center. We’re here to help you get the most out of the Biomed Family mobile app and the My Prize Point website at myprizepoint.com. If you can’t find what you need below, please reach out and we’ll get back to you as soon as possible.
Contact Us
Response Times
We aim to respond to all support emails within one business day. During busy periods or holidays it may take up to two business days. Phone support is available during the hours listed above. If you leave a voicemail, please include your name, pharmacy name, and the email address associated with your account so we can follow up quickly.
Frequently Asked Questions
How do I create an account?
Download the Biomed Family mobile app or visit myprizepoint.com and choose Sign Up. You can register with your email address or sign in with Google. If your pharmacy is already enrolled, make sure to join the correct pharmacy team so your points are credited properly.
Why didn’t my points update after a purchase?
Points are calculated from qualifying pharmacy purchases synced from our accounting integration. It may take a short time for new transactions to appear. If your points have not updated within 24 hours, check with your pharmacy manager that the purchase was recorded under the correct team, then contact support with the approximate date and amount.
How are points shared between pharmacy team members?
When a qualifying purchase is made, the loyalty points are divided equally among all registered members of that pharmacy team. Points are then added to each member’s personal balance. Points have no cash value and can only be redeemed for prizes offered inside the Service.
I forgot my password. What should I do?
Go to the sign-in page and tap Forgot Password. Enter the email address on your account and we’ll send you a secure reset link. If you signed up with Google, use the Google Sign-In button instead.
How do I redeem my points for a prize?
Open the catalog inside the app or website, browse available prizes, and select the item you want. If you have enough points, follow the prompts to redeem it. Redemption requests are processed by our fulfillment team, and you’ll receive updates by email.
How do I delete my account?
Email us at support@myprizepoint.com from the address associated with your account and request deletion. Once we verify your identity, we will delete your profile information and personal identifiers. Any unredeemed points will be forfeited and deleted accounts cannot be recovered.
Account Access Help
- Make sure you are using the same email address or Google account you signed up with.
- Check your spam or junk folder for password-reset or verification emails.
- If you see a message that your pharmacy team is not found, ask your pharmacy manager to confirm the team name or invite you again.
- For repeated sign-in problems, try clearing your browser cache or reinstalling the mobile app.
Points & Rewards Issues
- Points are credited from the Loyalty Points balance, not the history total, and are divided equally among registered pharmacy members.
- If your balance looks wrong, compare the date of the missing transaction with the pharmacy’s recent qualifying purchases.
- Redemption requests cannot be reversed once processed. Make sure you want the prize before confirming.
- Contact support with your pharmacy name, account email, and the transaction date if you believe a credit is missing.
Report a Problem
When reporting a bug or technical issue, please include as much detail as possible:
- The email address associated with your account.
- Whether you are using the mobile app or the website.
- Your device or browser type and version.
- A clear description of what happened and what you expected.
- Screenshots, if possible and safe to share.
Privacy & Security
For questions about how we handle your personal information, review our Privacy Policy. If you believe your account has been compromised or you notice suspicious activity, contact us immediately at support@myprizepoint.com.
Status & Maintenance
We occasionally perform maintenance to keep the Service secure and reliable. When planned maintenance is scheduled, we will notify users in advance when possible. If the app or website seems unavailable, check your internet connection and try again in a few minutes.