General troubleshooting tips:
Check your connection: Verify that your internet connection is strong and stable.
Update your app: Ensure that you have the latest version of the Circle Medical mobile app.
Close your app/web: Completely close your app or web portal and then re-enter.
Switch platforms: If you are currently using the mobile app, try switching to the web portal, or vice versa.
Reinstall your app: For mobile app issues, try deleting and then reinstalling the application.
Audio troubleshooting
What should I do if I’m experiencing audio issues?
Check device settings:
Ensure your device volume is turned up.
Confirm your microphone is unmuted.
Disconnect from any Bluetooth devices (headphones, speakers) and use your device's built-in audio.
Verify audio permissions are enabled in the settings of your device or browser.
If the issue persists, follow the general troubleshooting tips
Video display and black screen issues
What should I do if my provider can’t see me?
Ensure camera permissions are enabled on your device.
Disable background blur and any active filters.
Completely close your app or web portal and then re-enter.
What should I do if I can’t see my provider?
Give your provider time to troubleshoot their device settings.
Keep an eye out for updates from your provider in the Secure Care Inbox.
If the issue persists, follow the general troubleshooting tips
Joining and rejoining your appointment
Make sure you’re joining your appointment directly from the Circle Medical mobile app or web portal. You do not need a Zoom account to access your appointment, and you will be able to join as a guest.
What do I do if Zoom asks me for an access code?
If Zoom asks you for an access code in order to enter your appointment, make sure you are logged in to your Circle Medical account.
My appointment was interrupted.
If your connection is interrupted mid-appointment, try to re-enter directly from the app or web portal.
Tech issues prevented my appointment from happening.
Please chat in if you or your provider are unable to join the appointment as a result of a technical issue.
I’m still experiencing technical issues
If the issue persists, our Care Team can help:
Chat in: Connect with your Care Team via the chat function in the Circle Medical app or web portal.
Mobile app: Tap the chat bubble in the top right corner of the screen and then select ‘Support’ to send us a message.
Web portal: Click the Circle Medical logo in the bottom right corner of the screen and then click ‘Send us a message’.
By phone: Call us at (888)-803-3370.