Welcome to our Frequently Asked Questions and Troubleshooting page!
Please see below for some handy tips and answers on some of the most common support questions we receive:
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I'm on hold, how much longer do I have to wait for my Doctor/physician to arrive?
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I keep encountering error messages when attempting to join my session, what's going on?
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I received an email asking me to create an account, how do I do this?
- I keep seeing permission denied / access denied messages - help!
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I want to cancel/reschedule my appointment, could you please help with this?
- My provider said they would send through a document/prescription to me and I haven't received it.
- How can I contact my provider directly?
I'm on hold, how much longer do I have to wait for my Doctor/physician to arrive? / My provider never showed up for my appointment!
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- Great question! Unfortunately we are not able to answer this question as we are not directly connected to your providers. Please reach out to the clinic directly to discuss wait times, appointment delays or appointment no-shows.
I want to cancel/rescheduled my appointment, could you help with this?
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- Unfortunately we are not able to make any scheduling changes to your appointments as we are the technical support team for the platform and are not directly connected to your provider. Please reach out to your provider directly to reschedule, cancel, follow up or discuss any appointment updates as required.
I keep encountering error messages when attempting to join my session, what's going on?
- Error: Browser incompatible
- Cannot join video session at this time. Please try again within 15 minutes your appointment time
- Looks like you’ve entered the wrong access code. Please copy and paste your code from your email and try again.
- System Error: Connectivity Error
Browser Incompatible
Please refer to the following site to determine whether your device is compatible with the platform:
Our platform is compatible with the majority of devices however if your device is not currently supported we apologize for the inconvenience and encourage you to connect from an alternative supported device.
Please also ensure that you are using a supported browser.
Our supported Browsers are:
Desktop/Laptop - Chrome or Firefox
Apple Mobile Device - Safari
Android Mobile Device - Chrome
Cannot join video session at this time. Please try again within 15 minutes your appointment time
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- Please check the date/time (and timezone!) of your appointment to ensure you are attempting to connect no sooner than 15 minutes prior to the session! And that you are not attempting to join after the appointments end time.
- Confirm that you did not receive any notifications regarding rescheduling or cancellation of your existing appointment.
- If you were on an hold screen and then the screen refreshed back to this page and you are now encountering this error, please reach out to your provider directly.
- If you have tried the above and you are still receiving the error, you will need to contact your provider directly to confirm if they have marked your appointment as completed.
Looks like you’ve entered the wrong access code. Please copy and paste your code from your email and try again.
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- Please check to ensure that the access code has been copied from the correct appointment email. If an appointment has been cancelled and rescheduled, there will be a new access code from a the most recent email.
System Error: Connectivity Error
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- Please try opening the appointment in an incognito window, this should help to resolve the error message!
I received an email asking me to create an account, how do I do this?
Please note, at this time patients are not required to create/access an account prior to joining their session.
To join your virtual appointment, please follow the steps outlined below:
- Go to the appointment confirmation email.
- In the appointment confirmation email, you will see the details of your appointment (i.e., the date, time, appointment link and access code).
- Copy the 6-digit access code
- Click on the appointment link.
- Once you click on the appointment link, you will be prompted to the access code page.
- Paste the 6-digit access code and click on the ‘join appointment’ button.
- You will be prompted to the virtual waiting room. Please select your camera and microphone.
- Click the ‘Test your connection’ button.
- If no errors are present, please proceed to your appointment by clicking the green ‘join session’ button.
- You’re now in your session!
Note: If your screen says ‘On Hold’, it means that your provider hasn’t joined the appointment yet.
I keep seeing permission denied / access denied messages - help!
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- If you are experiencing "access denied" messages for your camera and/or audio please refer to the following support article and move through the step by step instructions on enabling browser permissions on your device.
https://support.adracare.com/hc/en-us/articles/360044075051-How-to-Change-Microphone-Camera-Settings-on-Devices - Ensure that your camera is not being used by another program (for example, Zoom, Microsoft Teams) as it can only be used by one program at a time. If the camera is already in use, please close the other program.
- If you are experiencing "access denied" messages for your camera and/or audio please refer to the following support article and move through the step by step instructions on enabling browser permissions on your device.
My provider said they would send through a document/prescription to me and I haven't received it.
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- We're sorry to hear this!
Unfortunately we are not connected to your provider(s) and are unable to track the progress of this or follow up with their team. Please reach out to your provider directly to discuss this further with them.
- We're sorry to hear this!
How can I contact my provider directly?
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- If you are in your appointment, you are able to contact your provider via the in-session chatbox.
If you are looking to reach out to them outside of an appointment you will need to source the provider's contact details yourself as we unfortunately do not have this information on hand for the majority of the providers we work with.
- If you are in your appointment, you are able to contact your provider via the in-session chatbox.
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