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 App

Double-check that you've allowed the GoodRx Care app to access your camera. 

  1. Go to your Settings and scroll down until you see the GoodRx Care app.

  2. Click on the app and allow Camera access 

iPhone - Safari Web Browser

If you’re unable to connect to a video call via the app, we suggest using the 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 App

Try changing the settings on the GoodRx Care app. To do this, you’ll need Android 6.0 Marshmallow or a newer version on your device. 

  1. Open the Settings app and tap “Apps” under the Device heading to get started.

2. You’ll see a list of all the apps installed on your Android device. Click the GoodRx Care app in the list to view more information.
3. Click “Permissions"
4. Click "Camera" and then give GoodRx Care app permission to access your phone's camera.

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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