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 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 

  1. Go to your device'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 connecting to the video call, you may need to clear your browser cache and try again. Click here for more details and instructions.

iPhone App

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

  1. Go to your Settings and scroll down until you see the HeyDoctor app.
  2. Click on the app and allow Camera access 

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.

Android App

Try changing the settings on the HeyDoctor 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 HeyDoctor app in the list to view more information.
3. Click “Permissions"
4. Click "Camera" and then give HeyDoctor app permission to access your phone's camera.

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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