What to try if you can't join your video appointment, the audio or video isn't working, or the visit doesn't happen.
Having trouble with your video appointment? Start with the steps below, then go to the section that matches what you see.
Try these first
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.
Allow your camera and microphone.
iPhone: go to Settings, then Circle Medical, and turn on Camera and 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 camera and microphone.
Check your sound. Turn your volume up and unmute your microphone.
Test Bluetooth. Headphones are fine when they are the device you want to use. If you cannot hear or be heard, disconnect the Bluetooth headphones or speaker and use your phone or computer speaker.
Join from your email. Open your booking confirmation email and join from that link. The link becomes active five minutes before your appointment.
Update the app. Install the latest version of the Circle Medical app.
Restart your device.
Reinstall the app. On mobile, delete the Circle Medical app and install it again. Do this last.
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 in your device or browser settings.
If you still have no audio, contact the support team using the steps at the end of this article.
Your provider can't see you
Allow camera access on your device or in your browser.
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 after the scheduled end time. You can then book a new time. Read about cancellation, rescheduling, and no-show fees.
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.
For other video appointment questions, see the FAQs about video appointments.