In order to submit a visit and begin your medical consultation, HeyDoctor requires that you take one or more photos. Part of this photo step is used to verify your identity, so we may ask you to take a picture of your face and government-issued photo ID.

If you're having trouble with taking photos during your visit and are using your computer, find out which browser (Safari, Chrome, Internet Explorer, etc.) you are using and then check the corresponding section below for some troubleshooting help. For best results, we recommend using Chrome or Safari.

If you are using your phone, please visit this help page

Safari Web Browser 

  1. Go to your Mac's System Preferences and Open Flash Player               

2. Click the "Updates" tab and make sure you have the latest update. Then go to the “Camera and Mic” tab and open “Camera and Microphone Settings by Site...” dialog 

3. Change configuration to “Allow” for target website by pressing the "+" at the bottom left corner. Then enter "https://app.heydoctor.com/" into the text box and hit "Add" to save your settings. 

If you are still having trouble, you may need to clear your browser cache and try again. Click here for more details and instructions.

Google Chrome Browser

  1. Open Chrome 
  2. At the top right, click More Settings
  3. At the bottom, click Advanced
  4. Under "Privacy and security," click Site settings
  5. Click Camera or Microphone
  6. Turn Ask before accessing on or off. To remove an existing exception or permission, to the left of the site, click Delete.

If you are still having trouble connecting to the video call, you may need to clear your browser cache and try again. Click here for more details and instructions.

If you're using a Chrome device at work or school, your network administrator can set camera and microphone settings for you. In that case, you can't change them here and will have to contact your administrator or use a different device to take a photo.


Troubleshooting on a Lenovo Laptop

A grey crossed out camera appears instead of allowing me to take a photo.

  1. Uninstall the camera driver from Control Panel (Category) > Programs, and camera driver from Device Manager, then reboot. Re-install the camera driver from the Drives Page and reboot.
  2. Close all applications that use the camera such as Skype, then try to take the photo again. 
  3. If the camera was disabled under Lenovo Settings accidentally, you may also experience this issue. Please search and open Lenovo Settings, find Camera settings to disable private option. 


Turning Off Browser Extensions 

Some browser extensions may cause problems with your ability use the camera on your device. Here are instructions for how to disable them. 

Safari Web Browser 

  1. Click on the Safari menu on the top left of the screen
  2. Click on "Preferences" 
  3.  Click on "Extensions" 
  4. Now you can toggle each extension on and off. Turn them all off and then re-attempt the photo step. 

Chrome Web Browser

  1. Click three dots (customize and control Google Chrome) in the top right. You can also enter "chrome://extensions" directly into your address bar to access extensions. 
  2. Click "Settings"
  3. Click "Extensions"
  4. You can now toggle each extension on and off. Turn them all off and then re-attempt the photo step. 

Still having trouble?

If you are still having trouble after following the steps above, contact our support team (415) 237-1378 or log into your account and send us a message!

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