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 video visit, and are using your phone, please find your phone type below for some troubleshooting help.

If you are using a laptop or desktop computer, please visit this help page

iPhone - Safari Web Browser

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

Android - Chrome Web Browser

  1. Open Chrome

  2. At the top right, click "More Settings"

  3. At the bottom, click "Advanced"

  4. Under "Privacy and security," click "Content 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.

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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