TABLE OF CONTENTS


How much does Plume membership cost?

  • Membership costs $99/month or $32 with eligible insurance. 
  • Some states require members to pay for labs out-of-pocket due to individual state laws around lab billing, such as New York, New Jersey, Rhode Island, and North Dakota. To offset this cost, we offer a reduced rate for these states. Members in New York, New Jersey, and Rhode Island pay $90/month, and members in North Dakota pay $84/month (use code ND2025Labs at checkout).


What does Plume membership include?


When will I be charged?

  • After a $99 intake fee, billing begins one month after your first appointment.

  • Monthly fees auto-process on the same date each month unless adjusted.

  • A $20 no-show fee applies if you miss an appointment.


How do I pay for membership?

  • Payments auto-process monthly after the initial $99 consultation.

  • Eligible insurance reduces costs to $32/month plus copays.

  • Visa, Mastercard, Discover, American Express, and FSA cards are accepted.

  • Cash, direct bank transfers, cryptocurrency, or app payments are not accepted.


How do I pay my copay? 

You’ll receive an email with payment instructions after each video appointment. Follow the link in the email to complete payment. Copays are standard in managed care plans and cover part of your appointment cost. Membership fees support non-medical services like education and community support.


Is the cost of medication included? 

No, but insurance or GoodRx can help reduce costs. Check with your pharmacy or use Plume’s delivery pharmacy for competitive pricing.


Is financial support available? 

Point of Pride’s HRT Access Fund provides 12 months of gender-affirming care for those eligible. Learn more here.


How do I sign in to my account?

Log in via the Spruce app or at Spruce Health with your email and password.


How do I update my account settings? 

Update your name and birthdate under “Settings” > “Profile” in Spruce. For gender, address, or payment updates, message your Care Coordinator. Send any legal name-change documents if applicable.


How do I cancel my membership? 

Message your Care Coordinator in Spruce to request cancellation.


For Members Who Joined Before February 5, 2025

What payment methods are accepted?

Plume accepts Visa, Mastercard, Discover, and American Express debit or credit cards. FSA cards are also accepted.


What happens if I miss a payment?

You can catch up before your next invoice without late fees. Accounts are canceled after 30 days of missed payments.


How do I update my credit card?

Message your Care Coordinator in Spruce with your new card details or use a virtual/prepaid card for added security.

NOTE: Plume is migrating our payment platform to Stripe! This change will improve billing processes for members, offering more transparency, flexibility, and autonomy. Payments will continue to process as they do now, but you’ll notice additional features, such as automated email reminders and a member portal for self-service billing.

Stripe allows us to provide a better billing experience while ensuring secure and reliable payment processing. 

  • Self-Service Billing Portal: Update payment methods, manage your account (including cancellations), and access invoices/receipts.

  • ACH Payments: You can now pay directly from your bank account.

  • Automated Notifications: Receive emails about upcoming payments, expiring credit cards, and failed payments.

When will the shift to Stripe take effect?

All new members after February 5, 2025 will automatically be set up in Stripe. We will begin migrating all existing members over to Stripe starting mid-February. This process will occur over the course of several weeks. Once your account is officially moved to Stripe, you will receive emails about upcoming payments, expiring credit cards, and failed payments. We will no longer send billing reminders and notifications via Spruce. Please note that no actions are required from you to migrate over to Stripe. Your account information, including preferred payment methods, will be automatically migrated.

How will moving to Stripe affect members?

Existing Plume members will not need to take any immediate action. Here are the main changes you’ll notice:

  • Billing Entries: Charges on your credit card statement will now display as “PLUME HEALTH.”

  • Automated Emails: Notifications about upcoming payments, expiring credit cards, and failed payments will come directly from Stripe.

  • Improved Self-Service: Update payment methods, pay outstanding balances, or cancel subscriptions through the Billing Portal.

What are the benefits of moving to Stripe?

  • Transparency: Access detailed invoices and receipts anytime.

  • Flexibility: Support for both ACH and card payments.

  • Autonomy: You can independently manage your Plume membership, update payment methods, and download receipts.

  • Reliability: Automated reminders reduce missed payments and ensure timely updates about billing statuses.

  • Increased Efficiency: Our Care Team can focus on assisting members with complex needs rather than handling manual billing processes.

How does Stripe ensure security?

Stripe complies with PCI DSS (Payment Card Industry Data Security Standard), which is a set of requirements designed to ensure that all companies processing, storing, or transmitting credit card information maintain a secure environment. This includes measures such as data encryption, secure network configurations, regular security testing, and strict access controls to protect your payment data. Payments are processed through encrypted and secure channels, safeguarding your information from unauthorized access or fraud, protecting your data.

For Members Who Join After February 5, 2025

Where can I manage my billing information?

You can access the Billing Portal through this link: https://getplume.info/PlumeBillingPortal.

Enter the email address associated with your Plume membership. If you aren’t sure which email address you used, go to the Spruce app, click Settings, then Account, and you should see the email address associated with your account. Click the secure link sent to your email to log in and access your billing options

How do I add a payment method?

Log into your Stripe account using the billing portal and click “ + Add Payment Method” and enter a valid credit card, debit card, or bank account information. When you are finished, click “add” to save your payment method.

How do I download my invoice or receipt?

Log into your billing portal and scroll down to invoice history. Under your invoice history, click the payment you want to download. On the next screen, click "download invoice" or "download receipt" to download a PDF version of your receipt or invoice.


How do I cancel my membership? 

Log into your billing portal and click “Cancel Subscription”. Service will be discontinued at the end of your billing cycle.


I missed a payment.

Stripe will send an email notification with instructions and a link to resolve the payment. Please note that your Plume membership will automatically be canceled after 30 days of unpaid invoices. You can use the portal to update your payment methods and pay the balance due.

For more details or assistance, contact our Member Support Team at members@getplume.co or message us in Spruce.