Two separate things happen each cycle, and it helps to know the difference:
Billing happens automatically every 28 days from your sign-up date.
Shipping happens after you complete your refill request in your patient portal — your clinician reviews it, then the pharmacy ships.
So it's possible to be billed before your next shipment goes out, especially if your refill request hasn't been completed yet.
Complete your refill request as soon as it opens in your portal — it keeps billing and shipping neatly in sync.
If you were charged and believe something's off, email support@jivehealth.co with your account email and we'll take a look right away.