Joining the Call
Before your video appointment starts:
We'll send you reminders via SMS and email.
Five minutes before the appointment, we'll send you a link via in-app chat to join the call. You can also join directly from the web portal.
Ensure that you have verified your ID before joining a virtual visit
Having Problems Joining the Call?
If you're having problems while joining the call, try these steps to troubleshoot:
If you didn't get a notification at the appointment time, check the Appointments tab in the app to verify the date and time.
Make sure you have a strong Wi-Fi connection or cellular data signal.
Completely close the app or website and re-launch it, then try again.
Enable the Circle Medical app or website to access your camera and microphone in your phone's privacy settings.
Make sure the volume is turned on and that you are not connected to a Bluetooth device other than your headphones.
If you are still experiencing issues after trying all of these steps, chat with our team of Patient Care Advocates through the mobile app or web portal.
Additional Steps for Persistent Issues
For ongoing issues, consider:
Update the App: Ensure you have the latest version of the Circle Medical app.
Secure Care Inbox: Check our Secure Care Inbox, as your provider might try to reach you there.
Report the Issue: Chat in through the app or web portal to ensure that the Patient Care team can assist with troubleshooting and next steps.
Managing Provider Delays or No-Shows
If your provider does not join the call and you cannot wait:
Report the Issue: Inform the Patient Care team through the Circle Medical mobile app or web portal.
Reschedule if Needed: Reschedule to avoid experiencing gaps in your care, or chat in via the app or web portal for more support.
How to Rejoin a Video Call
If you get disconnected or need to temporarily leave a video visit, you can rejoin:
Rejoin Using the Original Meeting Link: If disconnected, try using the same link or restarting the app. Ensure your connection is stable first.
Check the Secure Care Inbox: After completing questionnaires, if the original link no longer works, your provider might send a link through the Secure Care Inbox.
Talk to the Team: Use our HIPAA-compliant chat feature on the mobile app or web portal, reach out to our team of Patient Care Advocates for help.