Trouble Scheduling or Accessing a Telehealth Appointment

Applies to:
Patients

Summary:
Having trouble booking or accessing your appointment? This article covers common issues and how to fix them.

Common Scheduling Issues

1. “Schedule a Visit” Button Not Responding

   • Refresh the page or try a different browser (Chrome is recommended)

   • Make sure your internet connection is stable

2. Can’t Select a Location or Patient

   • Ensure all required fields (like DOB) are completed

   • If you're managing care for a dependent, confirm that their profile is set up

3. Appointment Not Confirming

   • Double-check your email format and required info (e.g., reason for visit)

   • Try again after clearing your browser cache or restarting your session

Issues Accessing a Scheduled Appointment

1. Appointment Not Showing in Dashboard

   • Log out and back in to refresh your session

   • Make sure you completed the booking — you should receive a confirmation email

2. No “Join Visit” Button

   • The join button appears about 5–10 minutes before the visit

   • If it’s not there, refresh the page or check your internet connection

3. Date/Time Looks Incorrect

   • Double-check your selected time zone when booking

   • Refer to the confirmation email to verify the appointment time