All User Frequently Asked Questions
Not Receiving Password Links (All Users)
Most commonly, when you aren’t receiving a password reset email, it is because you are not using the correct link to sign in.
The first step will be to ensure that the email you’re using is your assigned email through the organization. For example, if you are a Lifemark user, you must sign in through the ca.lifemark.adracare.com link and not ca.adracare.com. Be conscious of the logo in the left hand corner of your sign in page.
Messages/Invitations from Provider to Patient (All Users)
Patients do not require an Adracare account to receive messages or invites from their provider. Their email will be added to their patient profile directly by their provider, so if the provider sends them a message through Adracare, they will receive it at their personal email address.
Video Session Compatibility & Troubleshooting (All Users)
Adracare’s supported browsers and softwares are as follows:
Desktop/Laptop - latest version of Chrome (101.10 or Firefox (100.0)
Apple Mobile Device - latest version of Safari (15.4)
Android Mobile Device - latest version of Chrome (101.0)
For the provider or patient to see and hear each other during their appointment, the camera and microphone must be enabled for the website. Each device has different procedures in enabling these settings.
For this not to occur again, the client can ensure that they have a reliable internet connection. As well as ensuring they have granted permissions for the browser to use the camera and audio.
To complete a hard refresh on the page you are trying to reboot, follow the below instructions for each software.
Windows Server: CTRL+SHIFT+R
Mac Server: COMMAND+SHIFT+R
Provider Frequently Asked Questions
Downloading Questionnaires (Provider)
As of right now, you are unable to download questionnaires on your computer. However, if you would like to keep a copy of a client’s questionnaire information, you can print it as a PDF. If it’s a document (i.e., any shared document or a document from CPP), you can download it and save it externally.
Extending a Virtual Session (Provider)
In order to extend the length of an appointment, you must click Reschedule to change the appointment start and end times. By selecting Editing the appointment, this will only let you change the healthcare service, which doesn't automatically change the length of the appointment.
Setting up Stripe (Provider)
In order to use your personal Stripe account with Adracare, you will first need to activate a Stripe account independently and then connect it with your Adracare account.
To set up your Stripe information, please log into the Adracare platform, and navigate to the menu section on the left hand side of the page. Go to My Organization, and then Payment Configuration.
If you have signed up with Stripe solely through Adracare, you cannot control your dashboard, you will need to go to See Invoices and then View Patient Payments. You will be able to see if patients have paid through the Invoice tab.
For the first payout from a client, it could take up to 7-14 business days for the funds to deposit into your account.
Payment for existing clients could take up to 5-7 business days for payments to deposit into your account.
A fee of 2.9%+ C$0.30 per successful card charge may apply.
Cancelling a Subscription (Provider)
If you would like to cancel your subscription, you will need to go to My Organization on the left hand horizontal menu bar and then Manage Subscriptions, followed by Cancel Subscription. Once you click on cancel subscription, your account will be canceled. Please note that changing your plan/canceling mid-billing cycle may result in a prorated charge or credit to your account.
Changing Pricing Plan (Provider)
To change your pricing plan, please navigate to the left hand horizontal menu bar and select My Organization, and then Manage Subscriptions, followed by Change Payment Plan. Once here, select Choose Plan, and once under your desired plan, Change Plan. Please note that upgrading or downgrading your plan mid-billing cycle will result in a prorated charges or credits to your account.
To Update Your Payment Method (Provider)
To update your account information, please log into your Adracare account, on the left-hand menu bar go to My Organization, and then Manage Subscriptions. In the default card, click Update Payment, then add in your payment information and Update to save your progress.
Sending an Invitation Link (Provider)
Providers can resend invitation links to their patients by resending the appointment link and access code that was emailed to a patient or a guest. To do so, go to the Appointment page on the left hand navigation menu. Next, select the Manage Participants tab and find the desired participant and click the "..." beside their name. Once there, click the Resend Invite button and the email confirmation will be resent. If the participant still doesn't receive the email, click Copy Appointment Link and paste it into a direct email to the desired participant.
Please advise the patient or guest to check their junk and spam mail thoroughly.
Adracare Calendar & Google Calendar Connectivity (Provider)
Please be advised that the Adracare calendar does not live sync to your google calendar. You can book an appointment and add the appointment on the google calendar as a reminder, but it will not automatically add or book on an appointment on your google calendar as it is booked on the Adracare platform.
Guest/Group Video Session Invitation (Provider)
To invite a guest into the video session, there is a ‘+’ button accessible once in the virtual call. You will need to type in the name of the external provider and make sure to properly select it, so it is highlighted. Then, select the Send Invite button. If the invites are successfully sent, their name will appear in the list of participants in the video session.
EMR Integration (Provider)
You are able to integrate OSCAR EMR, Kai Innovations, or Juno EMR with Adracare. However, that feature is only available within the Enterprise plan.
If you do not have the Enterprise plan, you can email firstname.lastname@example.org to connect with our sales team and they will go over the requirements and provide you with a free custom quotation.
Setting Up Custom Invoice or Receipt (Provider)
In order to create a customized invoice or receipt, you will need to add the following information; provider name, registration number, supervisor, etc. To do so on your invoice or receipt, you will need to go to your Profile Name located on the right side of the page. Once you click on Name, go to the Settings and then update the information once within the field. Once you update the information, click save to ensure all information remains updated. When you create an invoice and/or receipt for your patient, that information will now automatically show up on the desired document.
How to reset your password (Provider)
To reset your password, you will need to go to the login page. Click on Forgot Password and enter your email address. Once you have entered your email address, you will need to click the Reset Password button. A password reset link will be sent to your email. Click the reset link in the email and create a new password. You will be prompted back to the login page. Enter your email address and your new password, then click the Login button.
Nothing happens when I click on screen share (Provider)
If you’re using chrome, please go to system preferences> security & privacy> scroll down to where it says ‘screen sharing’> click on the box beside the google icon to check it off. If this isn’t checked off, then the screen sharing feature in your virtual appointment will not work.