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  • When I register, it says, "email address already in use." What should I do?

    If you see this message, you already have an account under this email address. Please confirm you've entered the information correctly. You may need to reset your password if you have forgotten it. If you verify your information is correct and still receive this error, please call our support center at 855-238-8791.

  • I'm receiving a Service Not Available message.

    If you see this message, please reboot your Wi-Fi or cell phone connection or transfer to your 3G/4G data service. Some wireless hotspots will block programs like this, so it appears the service is unavailable.

  • I can't see my provider’s status as available. What should I do?

    A particular provider may not be available or may be engaged with another patient at this time. If the provider has already accepted your request for a video visit, there may be a four- to five-minute timeframe to establish the connection once the provider has signed in.

  • I'm connected with my provider, but I can't see them. What should I do?

    Your browser may initially ask for permission to use your camera and microphone. Make sure you have granted access. If you haven't, or you still see a black screen, refresh your screen to have another opportunity to share/allow access.

  • How do I change my credit card or health savings and reimbursement account card information?

    At this time, the AdventHealth app doesn't support multiple credit cards. If you need to edit your credit card information, click on the menu icon in the upper left-hand corner. You can edit your payment information under the payment tab. Delete the existing card first, and then you can add your new credit card information.

  • I keep losing my internet connection. What should I do?

    To ensure a good video visit, an upload/download connection speed of 3 mbps is required. A noticeably better experience will happen with a connection above 5 mbps.

  • I can't hear the provider. What should I do?

    There are three items to check:

    1. Check to see if you've given permission to the AdventHealth app to access your camera and microphone.
    2. Make sure your audio isn't muted.
    3. Check to see if an external headphone is plugged in and if so, unplug it.

  • I can't log in. What should I do?

    If you've forgotten your password, please click here to reset it.

  • How do I change my notifications?

    To change your notifications, please click your name in the upper right-hand corner. From here, you'll see a menu appear. Please click “my account”. Go to the account information tab to toggle between your notifications to choose via phone, email or SMS (text).

  • Do I need Wi-Fi to use your service?

    Although we recommend you use Wi-Fi for the best possible experience, it isn't required to use our service. As long as your connection is 4G or LTE, then you should be fine. If you experience connection issues, you can switch to audio-only when connected to a doctor, and your connection will improve.