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 mobile app or web portal and then re-open the app to join your appointment again.
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 you're still stuck, please start a chat on the mobile app or web portal.
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.
Start a chat on the mobile app or web portal, and be sure to provide as many details as possible.
Joining and rejoining your appointment
Make sure you’re joining your appointment directly through the Circle Medical mobile app or web portal.
What if I can't join through the mobile app or web portal?
If you're unable to join your appointment on the mobile app or web portal, find your booking confirmation email and join from there.
Tip: the link becomes active five minutes before your appointment time.
What do I do if my appointment was interrupted?
If your connection is interrupted mid-appointment, try to re-enter from the mobile app or web portal. Check out this quick checklist to fix connection issues.
If your appointment time has passed and you weren't able to rejoin your appointment, start a chat on the mobile app or web portal, and provide details and screenshots to capture your issue, if possible.
What do I do if a technical issue prevented my appointment from happening?
Please start a chat on the mobile app or web portal to report having issues joining your appointment due to a technical issue.
Tip: To help the Care Team troubleshoot your technical issues, try provide specific details and screenshots if possible.
What if my provider is delayed or doesn't join my appointment?
If your provider doesn't join your appointment, your appointment will be canceled at no charge to you after the scheduled end time. You'll then be able to rebook for a time that fits your schedule.
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 feature 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.