Use this when you can't join a video appointment, you can't hear or see your provider, or the video call drops.
Try these first
Finish check-in, then join. See How to check in and join your appointment. The join button and the confirmation-email link turn on five minutes before the start time.
Check your connection. Use a strong wifi or cellular signal. If one is weak, switch to the other.
Close and reopen. Close the mobile app or browser completely, open it again, and join your appointment.
Switch platforms. If you are in the mobile app, try the web portal. If you are on the web portal, try the mobile app.
Join from your email. Open your booking confirmation email and join from that link.
No audio
If you can join but you cannot hear your provider, or they cannot hear you:
Turn your volume up.
Unmute your microphone.
Disconnect Bluetooth headphones or speakers and use the built-in speaker.
Allow microphone access.
iPhone: go to Settings, then Circle Medical, and turn on Microphone.
Android: go to Settings, then Apps, then Circle Medical, then Permissions.
Web browser: select the lock or camera icon in the address bar and allow the microphone.
Your provider can't see you
Allow camera access.
iPhone: go to Settings, then Circle Medical, and turn on Camera.
Android: go to Settings, then Apps, then Circle Medical, then Permissions.
Web browser: select the lock or camera icon in the address bar and allow the camera.
Turn off background blur, virtual backgrounds, and video filters. A blur or filter can make your video window black, so your provider cannot see you.
Leave the appointment and join again.
You can't see your provider
Give your provider a few minutes to fix their settings.
Watch the Secure Care Inbox for a message from your provider.
If you still cannot see them, contact the support team and describe what is on your screen.
The visit dropped or never started
If the call drops, join again from the mobile app or web portal.
If the appointment time has passed and you could not rejoin, contact the support team. Describe what happened and include a screenshot if you have one.
If your provider does not join, the appointment is canceled at no charge at the appointment end time. You can then book a new time. See Cancellation, rescheduling, and no-show fees: when a fee applies.
Still stuck?
Contact the support team and tell them whether you are using the mobile app or the web portal, what device you are on, and what you see. A screenshot helps.
Mobile app: tap the chat bubble in the top right, then select Support.
Web portal: click the Circle Medical logo in the bottom right, then select Send us a message.
Phone: call (888) 803-3370.
If the visit has not started, or you already tried to rejoin and it failed again:
Restart your device.
Update the mobile app. See How to update the Circle Medical mobile app.
Reinstall the mobile app. Delete the Circle Medical app and install it again. Do this last.