Question 1

What's included?

Accepted Answer

One membership, and it buys access to the whole program rather than a list of things you pay for one at a time. No surprise fees. In every membership: Telehealth visit with a US-licensed physician; Lab tests at home; Your prescription, shipped free; Refills timed to your supply; Messaging with your care team How long it takes to start is its own question — see “What’s the timeline to get on to therapy?” Two ways to pay for it: Month to month: $229/mo. 3-month plan: $199/mo The 3-month plan is billed once at $599.

Question 2

What's the timeline to get on to therapy?

Accepted Answer

It depends on one thing: whether you already have recent testosterone labs. With labs, you're usually on therapy by day 7. Without, day 8 or 9 — the extra time is your lab kit travelling to you and back. If you already have labs: Day 1 — upload your labs during intake — Same intake, same choice of plan. Your labs go in with everything else. Day 2–3 — your telehealth visit — You book it yourself from the member portal, usually within 24 to 48 hours. Your provider reads your labs and goes through your options. Day 7 — your prescription reaches you — If therapy is right for you. Tracking follows it to your door. If you need labs first: Day 1 — intake, and your kit ships — You fill in your history and pick your plan. Your at-home blood kit goes out the same day, with tracking. Day 3 — it arrives, you send it back — No lab visit and no waiting room. Posting it back is the step everything else waits on. Day 5 — your telehealth visit — Your results are read and a provider reaches out to take you through what they show. Day 8–9 — your spray arrives — If therapy is right for you, your script goes to the pharmacy and your first bottle ships. New to testosterone therapy? Sending your kit back is the step everything else waits on. Then, every three months: A blood kit arrives so you can retest at home; You send it back the same way; You follow up with your provider by text, not an appointment

Question 3

Is Keen right for me?

Accepted Answer

Keen is for adults dealing with the symptoms of low testosterone who would rather not build their life around a weekly injection. Whether therapy is right for you is a clinical decision — a US-licensed physician reviews your labs and your history and decides. It tends to fit if: You have symptoms — flat energy, poor sleep, brain fog, low libido; You want the bloodwork done properly rather than guessed at; You would rather not manage needles, gels or patches; You want to do it without taking a morning off for appointments Signing up is not the same as being prescribed. If therapy is not right for you, your provider will tell you and explain why.

Question 4

Do you treat people in my state?

Accepted Answer

Here is where testosterone therapy is available today. Your eligibility is checked at intake before you pay anything, so you will know straight away. Where testosterone therapy is available: Arizona; California; Colorado; Washington, D.C.; Florida; Georgia; Idaho; Indiana; Kansas; Kentucky; Louisiana; Maine; Massachusetts; Michigan; Mississippi; Montana; Nebraska; New York; North Carolina; Oklahoma; Oregon; South Carolina; South Dakota; Tennessee; Texas; Utah; Vermont; Washington; West Virginia; Wyoming This list changes as licensing changes. The check at intake is always the current one.

Question 5

I’m already on testosterone. Can I switch to Keen?

Accepted Answer

Yes, and it is the faster route. Upload your recent labs during intake and you can book a telehealth visit straight away rather than waiting on a kit — usually within 24 to 48 hours. Your provider goes through what you are on now and what the options are. Bring your current dose and roughly how long you have been on it. Do not change or stop what you are currently taking before that conversation. That is a decision for your provider, not a form.

Question 6

Do I need blood work before I start?

Accepted Answer

Yes. Nobody is prescribed testosterone here without labs. You either upload recent results or we send you a kit to do at home — that choice is the only thing that changes how long it takes. You already have recent labs: On therapy by about day 7. You need a lab kit: About day 8 or 9 Both are typical timings, not promises, and both depend on your provider approving therapy.

Question 7

I have labs from my own doctor. Will they count?

Accepted Answer

Usually. Upload them during intake and your provider decides whether they are recent and complete enough to prescribe from. If they are not, a kit goes out and you carry on from there — you are not charged twice for it. Testosterone moves through the day, so the time your blood was drawn matters as much as the number.

Question 8

What is the at-home blood test actually like?

Accepted Answer

A small capillary sample you take at home. No lab visit, no waiting room, no morning off work. The kit arrives in about 2 to 3 days with tracking, and you post it back in the same packaging. What the panel covers: Testosterone — the marker your provider doses against; Estradiol — hormone balance alongside testosterone; Complete blood count — red and white cells, hemoglobin, hematocrit, platelets; PSA — a baseline prostate safety screen Results come back about 2 to 3 days after you post the kit.

Question 9

What if the kit sits on my counter for a week?

Accepted Answer

Then everything waits. Sending the kit back is the step the rest of the process is built on — no results, no visit, no prescription. There is no penalty and no deadline. But if you are wondering why nothing is moving, this is almost always why.

Question 10

What happens on the telehealth visit?

Accepted Answer

A US-licensed physician goes through your labs and your history with you, talks through whether testosterone therapy makes sense, and answers what you want to ask. If it does make sense, they write the prescription. Worth having ready: What you have actually been feeling, and for how long; Any medication or supplements you take; Whether you have been on testosterone before, and what happened; Anything you want to ask — this is the appointment for it The provider may decide testosterone is not appropriate for you. That is the point of the visit, not a failure of it.

Question 11

How do I book my visit?

Accepted Answer

It depends which route you are on, and this is the one part that works differently for each. You uploaded labs: You book it yourself, from the portal. You needed a kit: Your provider reaches out once results are in If you needed a kit, there is nothing to book while it is out. Wait for the results.

Question 12

Do I have to go anywhere in person?

Accepted Answer

No. The bloodwork is done at home, the visit is by video, and the spray is delivered to your door. Nothing in the process requires you to sit in a waiting room. If your provider thinks you need to be seen in person for something, they will tell you and refer you.

Question 13

What if my provider says testosterone isn’t right for me?

Accepted Answer

You came here because something was off. A provider deciding testosterone isn’t the answer doesn’t mean you imagined it. They’ll tell you what they saw in your labs and why. Low energy, poor sleep and low drive have more than one cause. Some of the others are treatable, just not with testosterone. Write to support@livekeen.co and we’ll help you work out where to go next. Your membership is access to the whole program — the lab work, your provider, our support. None of it is billed piece by piece, and none of it depended on a prescription being written.

Question 14

Which plan should I choose?

Accepted Answer

Your access is the same either way. The only difference is how you pay for it and how often you think about it. Month to month: $229/mo. 3-month plan: $199/mo The 3-month plan is billed once at $599. If you are new to therapy and want to see how you get on first, monthly is the lower commitment.

Question 15

Are there any other costs?

Accepted Answer

No. It’s one membership, and it covers access to everything the program includes. What your membership gets you: Your telehealth visits with a US-licensed physician; Lab tests at home, at the start and every three months; Your prescription, shipped free; Messaging with your care team whenever you need it Nothing on that list is billed separately. There is no lab bill and no delivery charge, because they were never separate purchases.

Question 16

Do you take insurance?

Accepted Answer

No. Keen is a self-pay membership, so there are no claims to file, no deductible to meet and no coverage to check. The price you see is the price. That is also why there is no surprise bill three weeks later. You are paying for access to the program, and it is settled up front.

Question 17

Does my plan renew automatically?

Accepted Answer

Yes — it keeps going until you cancel, so your therapy does not stop because a renewal date slipped past you. You can cancel at any time, and cancelling takes effect at the end of the period you have already paid for.

Question 18

How do I cancel?

Accepted Answer

Two ways, both of them yours to do whenever you like: To cancel: In your account settings at livekeen.co; Or email support@livekeen.co Cancelling takes effect at the end of your current billing period — you keep everything you have paid for until then. Anything already shipped, or already being compounded for you, is still yours.

Question 19

Can I get a refund?

Accepted Answer

It depends what you are asking about, and the honest answer is that some of it can be refunded and some of it cannot. Cancelling part-way through a period: No partial refund. Medication already compounded or shipped: Not refundable. Damaged, wrong or lost order: Replaced or refunded. Anything else: Email support@livekeen.co Compounded medication is made specifically for you, which is why it cannot go back. If an order arrives damaged or wrong, tell us within 48 hours at support@livekeen.co and we will put it right. If your provider decides therapy is not right for you, your visit and your lab work have already happened, so there is no automatic refund — but write to us and we will look at it.

Question 20

Can I switch between the monthly and 3-month plan?

Accepted Answer

Yes. Email support@livekeen.co and they will sort it out — plans and billing are handled by the Keen team rather than your provider.

Question 21

If I cancel, can I come back later?

Accepted Answer

Yes. You can reactivate through the platform whenever you want. It will be at whatever pricing and terms are current then, and depending on how long you have been away your provider may want a fresh evaluation before prescribing again. If it has been a while, expect new labs. Dosing from stale bloodwork is the thing everyone should refuse to do.

Question 22

Who do I ask — Keen or my provider?

Accepted Answer

Two different questions, two different places. The split is money and logistics on one side, your body on the other. Price, plans, billing, orders, shipping: support@livekeen.co. Your dose, labs, side effects, symptoms: The member portal Anything clinical goes through the portal at my.livekeen.co, where it reaches your care team securely. Please don’t send health details by email.

Question 23

How does it ship, and what does it cost?

Accepted Answer

2-day nationwide shipping, and you pay nothing for it. Tracking follows your order from the pharmacy to your door. Delivery times are typical, not guaranteed — carriers have weather and holidays like everyone else.

Question 24

What actually turns up at my door?

Accepted Answer

Keen Testosterone Spray Rx — a metered spray bottle holding a 30-day supply, prescribed to you at your strength. Two sprays each morning, on the skin. There is deliberately a little more in the bottle than thirty days of doses, so a delivery arriving a few days late never leaves you short. Use your two sprays a day and don’t try to stretch what is left at the end of the month — the extra is headroom, not an extra week. No needles, no gels, no patches. Nothing to refrigerate and nothing to dispose of as sharps.

Question 25

What happens after I start?

Accepted Answer

Therapy settles into a rhythm rather than a series of appointments. Every three months you retest, and the follow-up is a text conversation rather than a visit. Every three months: A blood kit arrives — Same as the one you did at the start. Nothing to book. You retest at home and send it back — Same capillary sample, same packaging. You follow up with your provider by text — Deliberately not a video call. Staying on therapy should not cost you an appointment. Staying on therapy is meant to be the easy part. If it starts feeling like work, tell your care team.

Question 26

How do I get tested?

Accepted Answer

You don’t arrange it — testing is part of the membership. One test every three months, and it comes to you rather than the other way round. Every three months: A lab kit ships to you, with tracking; You collect your sample at home — no appointment, no lab visit; You post it back in the same packaging; Your results go to your provider, and you follow up by text What the panel covers and what the collection is actually like — see “What is the at-home blood test actually like?” Want to test more often than every three months? Ask your care team.

Question 27

How do I get ready for my follow-up blood test?

Accepted Answer

Your three-month test is only as good as the morning you take it. The collection happens at home, so the timing is entirely in your hands — which is why these five things matter. The night before: No alcohol — it can move your levels That morning: If you are on a testosterone spray, apply it as normal — then collect your sample 1 to 2 hours later; Nothing to eat or drink except water for the 8 hours before you collect; No weightlifting, running or hard training; Take your other medications exactly as you normally would Do not skip your spray before the test. Your provider is reading what your level looks like on therapy — skipping the dose measures something else.

Question 28

Can my dose change once I’ve started?

Accepted Answer

Yes, and you do not have to wait for the three-month kit to raise it. If something feels off — or feels like nothing at all — message your provider through the portal and they will review it. Bloodwork you have had done elsewhere counts too. Bring it to your provider the same way.

Question 29

How soon will I feel a difference?

Accepted Answer

Some things move in the first few weeks — sleep and mood tend to shift earliest. Others take months, and a few take longer than that. It is not a switch. If nothing has changed by your three-month check, that is worth raising rather than waiting out.

Question 30

What if I move to another state?

Accepted Answer

Tell us before you go, not after. Your provider has to be licensed where you are, so a move can change who looks after you. Before you move: Message your care team through the portal; Email support@livekeen.co at the same time The list of states we cover keeps growing, so somewhere we cannot reach today may not stay that way. Ask rather than assume. Whatever the answer turns out to be, don’t simply stop on your own. Tell us first, so your provider can plan it with you.

Question 31

What do you test?

Accepted Answer

The same panel every time, so you and your physician are reading a trend rather than a single number. Your at-home lab panel: Total testosterone — the core marker your provider doses against; Estradiol — hormone balance, checked alongside testosterone; CBC — red and white cells, hemoglobin, hematocrit, platelets; PSA — prostate-specific antigen, a baseline safety screen At the start — Your first panel is the baseline everything afterwards is measured against. Every three months — The same four tests, so a change in your numbers is a real change and not a different panel.

Question 32

How is my data protected?

Accepted Answer

Your health data is yours. We hold it because your physician needs it to dose you properly — not for any other reason, and not for anyone else. Encrypted storage. Your labs and your history are encrypted where they sit.; HIPAA-protected. The same rules a clinic is held to apply here.; Only your care team. The people treating you are the people who can see it.; Yours to take back. Export it or delete it whenever you want.; Never sold. Not to insurers, not to advertisers, not to data brokers. Full details are in our HIPAA Notice of Privacy Practices.

Question 33

How does the spray technology work?

Accepted Answer

Think of sugar in water. Stir it in and you can’t pick the grains back out — the sugar goes wherever the water goes. Hypospray® works on that idea. The medication is dissolved into a liquid built to cross skin, and the liquid does the travelling. That liquid is the technology — there is no patch and no applicator, and the bottle only measures out the dose. Part of the mix is there to look after the skin itself; part of it sets how quickly the dose is taken up. The solution crossing the skin layers. Illustrative — not to scale. One active, and it is the molecule itself — micronized testosterone, with nothing standing in for it. It is mixed into the vehicle until the solution runs clear, so the dose is dissolved rather than carried in suspension. Nothing is in the bottle that does not have a job. It is the same testosterone a clinician would prescribe in any other form. What differs is the vehicle it arrives in. Two sprays on the inner forearm, left to dry.

Question 34

Why a spray instead of a shot?

Accepted Answer

Same testosterone — the difference is how you take it. A weekly shot is 6 needles a month, every month, 14 steps to inject, and about 9 minutes of inject + clean-up. Keen is 0 needles. Ever. 2 steps to spray, sixty seconds, every morning. Which one suits you is a conversation with your prescriber. Reference range 300–1,000 ng/dL. Curves illustrate the shape of each delivery method, not exact values.

Question 35

How do I use a spray?

Accepted Answer

Two sprays each morning, on clean, dry skin. Start to finish, about sixty seconds. Spray twice — Both sprays go on the same spot. Together they are one dose. Never your face, scalp or genitals. Rub it in — Two to three seconds, until it's absorbed. Let it air-dry — Two to five minutes, before clothing, a watch or jewelry. Wash your hands — Thoroughly, with soap and water. Where to apply: Inner forearm, where most people apply it; Shoulder, if you'd rather; Chest works too Once it's dry, it doesn't transfer. The spray is alcohol-based, and that alcohol is what carries testosterone through your skin, but only while it's still wet. After it evaporates there's nothing left to carry testosterone anywhere, including onto anyone you touch. Worth knowing: Both sprays go on the same spot. Together they are one dose.; Wait an hour before showering, swimming or a heavy workout.; Keep it out of reach of children. Let it dry before skin-to-skin contact, especially with women and children.

Question 36

How do you build my protocol?

Accepted Answer

Your protocol is built from your labs, not a template. Here's how it gets there. You share your history — A short intake covering your symptoms, your health history and what you want to change. Labs come to you — A lab kit ships to your door. No lab visit, no waiting room. A physician reads them — A US-licensed physician reviews your intake and your bloodwork, then writes the prescription if it's appropriate. Your dose is set to your numbers — Strength comes from your bloodwork rather than a default starting point. It moves when you do — Labs get rechecked, and your physician adjusts the dose to keep you in range.

Question 37

Who's on my care team?

Accepted Answer

Real, licensed U.S. clinicians who specialize in hormone therapy, not a chatbot. The same physician who reads your first labs is the one who sets your dose and adjusts it later, so nobody is picking up your case cold. What your physician does: Reviews your intake and your bloodwork before anything is prescribed; Decides whether therapy is appropriate for you, and says so if it isn't; Sets your starting dose from your numbers, not from a default; Adjusts it as your labs move; Answers you directly in the member portal Behind your physician is a network of US-licensed prescribers and a support team that keeps the parts moving between them — your labs, your prescription, your refills — so clinical time goes on your case rather than on paperwork. Keen isn't available everywhere yet. Checking whether we cover your state takes about a minute at my.livekeen.co.

Question 38

What if my levels change?

Accepted Answer

Your dose isn't set once and forgotten. As your bloodwork shifts, your physician adjusts it to keep you in range. A blood kit every three months — It comes to your door and you do it at home, the same way you did the first one. Your physician reads the results — They compare them against your last set and adjust your dose if it needs adjusting. Or sooner, if something feels off — You don't have to wait for the next kit. Message your provider in the member portal at any point in the month. Had bloodwork done somewhere else? Send it through the portal. If you think your dose needs changing based on labs we didn't run, your provider will look at them and tell you what they think.

Question 39

What can I message about?

Accepted Answer

Open the member portal, send a message, and it goes straight to your provider or to support. No appointment, no phone tag. Worth messaging about: A dose that feels off; A side effect, however small; A question before your next lab; Anything about your program or your therapy Not urgent, just curious? The Keen Learn Hub answers a lot of this without waiting for anyone.

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