If your video appointment isn’t loading:
- Your internet connection may not be strong enough. Wi-Fi is recommended over cellular service for an optimal experience. If you cannot connect to Wi-Fi, please ensure that you are in a secure, quiet location with at least four bars of 4G connectivity.
- Video and microphone permissions may not be enabled. If either permission is disabled for your appointment, your video will not load until both permissions are enabled. This ensures that your doctor can see and hear you during your visit. You can typically update these permissions in your browser settings or, if you are using the mobile app, in your phone’s app settings.
If you’re still having trouble, call our technical support line at 855-913-0255.