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Individual Donation Frequently Asked Questions

Application and Renewal Information

How do I apply for a new subscription?

Please ensure you meet eligibility criteria then follow this link to create a profile in our system: www.better-evidence.org. Please select “Begin Application” to start.

How do I apply for renewal subscription?

Please login to your previous account or create a new profile at www.better-evidence.org. Select “Apply” under “Actions.” You must reapply for renewal annually through this link. You will be able to see and edit your past application when renewing again. 

We will ask you to review and update your information and share feedback on your experience with UpToDate. You will have the opportunity to download offline features if you have not already.

How do I log in to my account for the first time?

Please use the email you would like to use for your UpToDate subscription (or the email you currently use for your UpToDate subscription if you are renewing). Please create a new password or reset your password. You will receive an email from the system to reset. 

How long does it take to find out whether I’ve been approved for a new or renewal subscription?

It takes around 6-8 weeks.

When can I expect my subscription to start?

Once your application is marked “Approved” on the portal, 2-4 weeks later you will receive a confirmation email from UpToDate with instructions that will allow you to activate your subscription. 

I am a current donation recipient. How far in advance of my subscription’s expiration date should I apply for a renewal?

We recommend you apply for renewal about one to three months before your subscription ends. To determine if you are able to apply for renewal at this time, please log in with the email you originally used to apply and check your application portal: www.better-evidence.org 

Is it possible to track my application status?

Yes. Log into your account here at www.better-evidence.org to check your new or renewal application status. Please revise your application if you notice a “Try Again” status with the information requested in your portal. 

Please note that application processing can take up to 8 weeks. 

My application status says “approved,” but I have not received a confirmation email.

Confirmation emails can arrive 2-4 weeks after “approved” status. Please check your inbox and spam folder for an email directly from UpToDate. If your confirmation email has not been received 4 weeks after approval, please contact BEProviders@ariadnelabs.org

I have two jobs – one serving vulnerable populations and one working in a private academic setting. Can I still apply?

Yes, if you deliver medical care, medical education, or related services to vulnerable populations outside the US as part of your job and meet the other eligibility criteria, and neither you nor the (nonprofit or governmental) organization employing you can afford to subscribe to UpToDate, you may apply.

Is there a limit to the number of times I can renew?

No, we do not currently have a limit on renewals.

Account Information

Who should I contact if I have technical difficulties accessing my subscription or downloading MobileComplete to my device?

For technical assistance, please contact UpToDate Customer Service by emailing customerservice@uptodate.com or calling +1 (781) 392-2910. Please include your account number when contacting Customer Service. Your account number can be found in your confirmation email.

How is my usage information tracked or used?

All information provided to apply to the Better Evidence-UpToDate Donation Program is confidential but may be subject to further inquiry and checks.

UpToDate, Inc. and Better Evidence at Ariadne Labs reserve the right to gather and use de-identified data for monitoring and evaluation of uptake and usage, and to contact grantees at any point in time during the grant period for feedback and monitoring purposes.

Can I share my login information?

No, you cannot share your login. You must keep your account private and secure. You can share information you learn by sending topics from within the UpToDate platform to others or by printing materials.

General Information

For questions about the Better Evidence for Providers program or application, feel free to reach out to our team at beproviders@ariadnelabs.org

For general questions about your UpToDate account, feel free to reach out to UpToDate Customer Service:
Email: customerservice@uptodate.com
Phone: + 1-781-392-2000 (outside U.S. / Canada) or 800-998-6374 (U.S. / Canada only)

How can I help spread the word about the donation program or alert my colleagues to this resource?

Please share the link to our application: www.better-evidence.org. You can also read more about our program at www.ariadnelabs.org/better-evidence. You are our best marketing agents! Thanks for your help in getting UpToDate to those who can benefit from it. 

How does Better Evidence/Ariadne Labs benefit from this program?

Administering the Better Evidence-UpToDate Donation Program helps us achieve our mission–to create a global network of professionals dedicated to improving the delivery of value-based health care. We are able to use our broad reach to help connect the UpToDate product with the people in the places where it can have a significant impact.