In order to submit a visit and begin your medical consultation, we require 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 

You should be prompted to allow camera and microphone access when accessing the GoodRx Care website. If you’re having trouble, follow these steps:

  1. Select Safari from the menu bar on the top of your screen

  2. Choose Preferences from the dropdown menu

  3. Select the Websites tab

  4. Click Camera or Microphone on the left-hand sidebar

  5. Find goodrx.com/care under websites and ensure access is set to “Ask” or “Allow.”

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. Select the three dots icon on the top right of the window

  3. Choose Settings from the dropdown menu

  4. Under Privacy and security, click Site Settings.

  5. Select Camera or Microphone

Ensure that the GoodRx Care website is listed under Allow below. If it is listed under Block, click the trash bin icon to the right of the website. Make sure Ask before accessing is set to on.

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. Reinstall 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 the private option.

Turning Off Browser Extensions 

Some browser extensions may cause problems with your ability to 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 the three dots (customize and control Google Chrome) on 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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