Q: I did not receive an appointment invitation via text message or email. What now?
A: Please call either your doctor’s office or eVisit support line at (480) 739-9252 to have the invitation resent.
When looking for an email, please check your Spam or Junk folder and ensure the email was sent to the correct email address.
Q: What equipment will I need for a video visit?
A: You will need a mobile device or computer/laptop that has a camera and audio. You will also need to ensure you are connected to the internet and can stream video.
Q: Can I have a video visit on any browser or operating system?
A: The following browsers and operating systems are compatible with our telehealth technology.
Q: How do I sign up for a visit?
A: Primary care and specialty care appointments can be scheduled by calling your doctor’s office. Urgent care appointments can be scheduled online. Check out our resources to learn how to schedule a visit and join a video visit from your phone or computer.
Q; I cannot get past the “Allow Camera and Microphone” screen or received the message “An error occurred when trying to join.”
A: Ensure no other applications are using the microphone or camera. If you find this is the issue, disconnect from the other application and click refresh in the browser before attempting to rejoin. The following issues may also be occurring:
Q; The camera does not work after rejoining the video visit.
A: You will need to turn off the camera in the Express visit window then turn it back on by clicking the camera icon twice (once to turn it off and once again to turn it back on).
Q: I accidentally clicked “don’t allow/cancel” for camera and microphone.
A: You will need to refresh your browser to get the initial prompt to reappear. You can also close the browser and re-click the original invitation link.
Q: My camera is on, but it shows a black screen.
A: Try to click on the “Settings” button and ensure the correct camera is selected. You could have a poor connection. Sometimes a quick refresh of the browser from the patient and doctor will correct the black screen or connection issue. If using a laptop that is hooked up to a docking station, please make sure the laptop is open.
Q: My microphone is on but there is no sound.
A: Try to click on the “Settings” button and ensure the correct microphone is selected. You may also want to check to make sure the volume is turned on and up to a reasonable level on the computer or phone.
You could also have a poor connection. Sometimes a quick refresh of the browser on both ends will correct the sound or connection issue.
Q: I received an incoming phone call while on my visit and was disconnected from the visit.
A: When this happens, you are not actually disconnected from the visit, but the camera and microphone are turned off because the phone was using it for the phone call. Return to the visit and refresh the browser to allow the microphone and camera to activate again.
If your browser window closed during the incoming call, you can re-click the invitation link to resume the visit.
Q: I mistakenly opened another app while on the visit and was disconnected from the visit.
A: When this happens, you are not actually disconnected from the visit, but the camera and microphone are turned off because the phone detected another app was in use. Return to the visit and refresh the browser to allow the microphone and camera to activate again.
If your browser window closed during this occurrence, you can re-click the link you were sent.
Q: What conditions can I be treated for?
A: We can treat a wide variety of conditions through a video visit. If a visit requires lab work or hands on treatment, it cannot be conducted over video. Many common conditions can be treated virtually including follow up appointments, medication refills, cold and flu symptoms, infections and more such as: