Check in on the mobile app or web portal, then join your video appointment. You can join up to five minutes before the start time. Check-in only asks for details that are still missing.
Check in
The steps are the same on the mobile app and the web portal.
Log in to the mobile app or web portal.
Select Complete check-in. On the homepage you can pick up where you left off.
Finish the steps that appear. You can leave and come back.
When check-in is done, you'll see Join appointment.
Check-in can ask for:
Government ID. See Government ID requirements: why we verify your ID and which IDs are accepted.
Payment method. See Appointment costs.
Insurance card. If you are using insurance, check-in asks for a photo of the card. See How to add, update, or remove your insurance.
Phone number and home address.
Emergency contact. Check-in asks for one when you do not have one on file.
Preferred pharmacy. Check-in can ask you to choose one. See How to choose or update your preferred pharmacy.
Questionnaires. Some appointment types include short questionnaires. You can skip them. They give your provider your health history before the visit starts.
Where you are. You confirm the state you are physically in. See Your location for video appointments.
ID, payment method, an insurance card photo if you are using insurance, your phone number and home address, an emergency contact, and your current state need to be finished before you can join. The mobile app may also ask you to allow notifications or add the visit to your calendar. You can skip those.
Where to take your visit
Stay on video for the whole appointment. Your provider uses the video to confirm your identity.
Be in a private, distraction-free place. Providers cannot conduct an appointment while you are driving. If you are driving, or you are not in a private space, your provider will ask you to reschedule. See How to cancel or reschedule your appointment.
Join your appointment
Select Join appointment on the mobile app or web portal. You can join up to five minutes before the start time. If you try earlier, come back closer to the start time.
Allow the camera and microphone. Use wifi or cellular data.
Joining after 10 minutes of the start time will be considered a no-show, and may result in a fee. See Cancellation, rescheduling, and no-show fees: when a fee applies.
What if I can't join from the mobile app or web portal?
Open the booking confirmation email and join from that link. The link turns on five minutes before the start time.
If the video still will not connect, see How to fix a video appointment that isn't working.
If this is your first visit
See How to prepare for your first video appointment for what to have nearby.
Still stuck?
Start a chat with the support team through the mobile app or web portal.