FAQ's App

1. Make sure your device is supported
   • Check that your device meets the app’s OS and hardware requirements.
   • Make sure your web browser or app is updated to the latest version.
2. Restart your device
   • Reboot your device and wireless router.
   • Close background apps that may be using bandwidth.
3. Check your internet connection
   • Use a strong WiFi connection for the best experience.
   • Run a speed test at www.speedtest.net or www.speedof.me.
   • Minimum requirements:
     • Download speed: 3 Mbps or higher
     • Upload speed: 1.5 Mbps or higher
     • Ping: Under 100 ms (ideal: under 50 ms)
   • If your WiFi is slow, try switching to a cellular connection (LTE/4G) in areas with strong coverage.
4. Reinstall the app
   • If the app isn’t functioning properly, uninstall and reinstall it to rule out installation issues.

If these steps don’t resolve your issue, please contact our Customer Support Team for further assistance.

1. Check your internet connection
   • Use a strong WiFi connection for the best experience.
   • Run a speed test at www.speedtest.net or www.speedof.me.
   • Minimum requirements:
     • Download speed: 3 Mbps or higher
     • Upload speed: 1.5 Mbps or higher
     • Ping: Under 100 ms (ideal: under 50 ms)
   • If your WiFi is slow, try switching to a cellular connection (LTE/4G) in areas with strong coverage.
2. Reduce bandwidth usage
   • Ask others on your network to pause high-bandwidth activities (e.g., gaming, streaming, or large downloads).
3. Restart your devices
   • Reboot your device and wireless router.
   • Close background apps that may be using bandwidth.
4. Try another device or network
   • If possible, switch to a different device or network to see if the issue persists.
5. Disable your VPN
   • Make sure your VPN is off prior to scheduling an appointment or joining one.

If these steps don’t resolve your issue, please contact our Customer Support Team for further assistance.

1. Check camera permissions
   • On a computer:
     • Open Chrome and go to Settings > Privacy and Security > Site Settings > Camera
     • Select the correct camera from the dropdown menu
     • Ensure the app is not listed under the “Blocked” section
   • On mobile:
     • Ensure the app has camera permissions enabled in your device settings
2. Restart and reinstall
   • Restart your device and reinstall the app if needed
3. Test your connection
   • Run a speed test at www.speedtest.net or www.speedof.me
     • Download speed: 3 Mbps or higher
     • Upload speed: 1.5 Mbps or higher
     • Ping: Under 100 ms
4. Switch networks or devices
   • If possible, switch to a different device or network to see if the issue persists

If these steps don’t resolve your issue, please contact our Customer Support Team for further assistance.

1. Make sure that your volume isn’t muted
2. Confirm that your speakers and microphone works
3. If you are using a bluetooth headset, make sure it is properly connected

If these steps don’t resolve your issue, please contact our Customer Support Team for further assistance.

The app uses the following methods to determine your location:

1. GPS: Accurate up to 20 meters but may be less reliable indoors or underground
2. WiFi: Uses nearby WiFi networks to estimate your location
3. Cell Towers: Provides an approximate location based on your connection to cellular towers

If your location is incorrect, make sure your VPN is off prior to scheduling an appointment or joining one. Additionally, the device-specific troubleshooting steps below may help. 

1. Go to Settings > Security & Location > Location > Advanced > Google Location Accuracy
2. Turn on Improve Location Accuracy
3. Restart your device and open Google Maps to verify your location

1. Go to Settings > Privacy > Location Services and ensure both Location Services and the app are enabled
2. If settings are greyed out, go to Settings > General > Restrictions
3. Reset your device by holding the home and power buttons simultaneously until it reboots
4. Delete and reinstall the app
5. Reset location settings
   • Settings > General > Reset > Location & Privacy
   • Settings > General > Reset > Network Settings

1. Open maps.google.com to check your reported location
2. If the location is incorrect:
   • Restart your router/modem and computer
   • If the issue persists, contact your Internet Service Provider (ISP) to see if your IP address is linked to an out-of-state location

If these steps don’t resolve your issue, please contact our Customer Support Team for further assistance.

1. Verify your personal details

   Go to Me > select your name > Manage Account

   • Full Name as it appears on your insurance card (if applying insurance)
   • DOB is in the following format: MM/DD/YYYY
   • Last 4 of SSN
   • Address
2. Update your coverage for Included Health
   Go to Me > select Update your coverage under the Included Health Membership section

If these steps don’t resolve your issue — or if you need to update your personal details — please contact our Customer Support Team for further assistance.

Files can only be uploaded if they are below 10MB and in one of the following extensions: 

• PNG

• JPEG

• GIF

• PDF

• RTF

• TEXT

If the file meets these requirements but the issue persists, please contact our Customer Support Team for further assistance.

We are sorry you’re having trouble finding our app.  Here are some tips to ensure our app is available for your device:

• Search in the app store for: Doctor On Demand
• We currently are only able to support Android and iOS.
• If you have are unable to find our app in the Google Play Store or iTunes app store, then it’s possible your device is running a version of Android/iOS that we do not support.

We currently support Chrome, Firefox, Microsoft Edge and Safari.

If you experience any issues with the browsers listed, please contact our Customer Support Team for further assistance

Unfortunately, at this time we are unable to conduct consultations via telephone.

For a visit with one of our Board Certified Clinicians you would need a mobile device (phone, tablet, etc) with a front-facing camera or you would need a computer with a web camera.