Depending on your current state and the service type selected, a video call may be required to provide the best care.
How to start a video call
- Start a visit: Have you scheduled a visit? If not, you’ll first need one to start a video call.
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Accept the video call
- Your provider will send a message confirming you’re ready to begin a video call
- Confirm you’re available to begin.,
- You’ll receive a prompt to begin a video call. Simply Tap to Join!
Tip: Make sure to allow access to your camera and microphone if prompted.
When your visit is complete, your provider will end the call and wrap up your visit. Review messages in your Message Center for additional communications from the medical team.
Reconnecting to a missed call
Life happens! To reconnect:
- Log back into your Carrot Health account
- Navigate to the Message Center and send a message letting us know that you are available for a call.
- A provider will connect and attempt the video visit with you again.
Please note, if it’s been longer than a few days, you may be prompted to start a new visit.
Video Call Troubleshooting
Having issues connecting to a video call? Try out some of these troubleshooting steps.
- Check your internet connection: Video calls require a consistent connection for the best experience.
- Grant permissions: You may have been prompted to grant access to your camera and microphone. These permissions are required to complete a video call.
- Refresh your browser: Oftentimes a simple refresh is all you need particularly if you just granted permissions for your camera/microphone.
If your video call gets disconnected, no need to fear! Your provider will attempt the video call again. Return to the message center and let them know you’re ready to begin.
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Have additional questions or need assistance?
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