We’re terribly sorry to hear that. The Zoom link activates 10 minutes prior to your appointment time. If you are within 10 minutes (or later) of your appointment time and you can’t get in, our team will do our best to reach out to you to troubleshoot the situation. Your provider will call you on your registered phone number if it has been 5 minutes into the appointment.
You can also reach out to the Teal team via the live customer support chat, send us a message through your portal, or email us at help@tealhealth.co. If this is an issue with Zoom, as a first step, ensure that you’re using the right video and audio inputs for the Zoom call (see below). If the problem persists, you may be able to troubleshoot using Zoom’s resources.
Read below for a more detailed guide on how you can fix some common issues when joining your Zoom video visit.
Joining your virtual appointment
All our virtual appointments are conducted over Zoom via your web browser – no Zoom app needed. (Or a provider will call you on your phone if unable to reach you on Zoom – more about that below). You will receive an email and text notification 1 hour before your appointment, which will have the link to directly join your appointment via Zoom. Please note that if you join early or if your provider is coming from another appointment, you will be placed in a virtual waiting room until the Teal Medical provider arrives.
You can also log in to the Teal portal and access the link there. All you need to do is click the “Join” button, which is activated 10 minutes before your visit.
You can attend the visit on any device that has a camera and internet access (laptop, desktop, or mobile phone). You do not need to download the Zoom application.
We require that you are physically located in your state of residence during the time of this virtual visit. If you’ll be in a different state during your scheduled appointment, please reschedule to avoid any issues with care or coverage. Also, the provider will not be able to carry out your visit if you are driving at the appointment time.
What if you read through this guide and are still having issues connecting with your provider for your virtual appointment?
Do not worry, we’ll reach you on your cell phone. Simply log into your Teal portal, navigate to your provider messages, and let your provider know via a message that you are having difficulties, and they will call you on your cell phone. Depending on your cell carrier, this could show up as a private number or “Teal Medical Practice,” so please pick up. Even if you do not message on the portal, our providers will try your cell phone after waiting for you for 5 minutes.
First, make sure your video and audio permissions are set up correctly.
On whichever device you are using (laptop, desktop, or phone), make sure you allow permissions for microphone and camera access in the browser. This will ensure you can connect audio and video for your virtual appointment. Further, make sure nothing is obstructing your camera.
Your browser may present a pop-up asking for camera and microphone permission – please do not ignore the pop-up, be sure to click “allow” to enable these permissions. You may also find these permissions within the settings toolbox near the upper right-hand side of your browser.
Do you need to install the Zoom app?
No, your Teal virtual appointment will not open in the Zoom app. All Teal virtual appointments open on Zoom via your web browser.
If you are having issues with Zoom on your browser, we recommend looking through this Zoom troubleshooting resource. For example, this article may be useful if you are using Google Chrome and Zoom is not opening.
Is there a difference between using Chrome, Safari, or any other browser?
No, there should be no difference based on the browser you are using. In general, however, if you are using Zoom on a browser and are having issues, you could try switching browsers and seeing if that helps. Make sure your audio and video permissions are enabled on whichever browser you are using (see above).
You may be able to find helpful troubleshooting tips for the browser you are using, which can guide you through enabling microphone and camera access. For example, this is the guide for the Google Chrome browser.
Does it matter if you use a mobile device or a desktop?
No, please use whatever device you are most comfortable with – phones, laptops, and desktops should all work for Teal’s virtual appointment. If you are joining the appointment from your phone, hold your phone horizontally for the best virtual appointment experience.
If we can’t get the issue resolved in time, we will reschedule your appointment and work to ensure things are fixed prior to your next visit.
If you have continued issues with your virtual appointments, please let your provider know via a message in your Teal portal or send an email describing the issue (and, if possible, a few screenshots) to help@tealhealth.co.