THANK YOU FOR VISITING THE FREQUENTLY ASKED QUESTIONS PAGE

 

What is ALT MED?

ALT MED provides an end-to-end practice management and virtual care platform, that helps alternative medicine healthcare providers, integrative and functional medicine doctors, and wellness practitioners and therapists (practitioners / HCP) run their practices.

ALT MED is Powered by ADRACARE, A WELL Health Company.

 

FREQUENTLY ASKED QUESTIONS ON TECHNICAL ISSUES (ALL USERS)

Reference Source: ADRACARE https://support.ADRACARE.com/hc/en-us/articles

 

Not Receiving Password Links

The first step will be to ensure that the email you’re using is your assigned email through the organization. Be conscious of the logo in the left hand corner of your sign in page.

Most commonly, when you aren’t receiving a password reset email, it is because you are not using the correct link to sign in.

 

Messages/Invitations from Provider to Patient

Patients do not require an ADRACARE account to receive messages or invites from their provider. Their email will be added to their patient profile directly by their provider, so if the provider sends them a message through ADRACARE, they will receive it at their personal email address. 

 

Video Session Compatibility & Troubleshooting

ADRACARE’s supported browsers and software’s are as follows:

Desktop/Laptop - latest version of Chrome (101.10 or Firefox (100.0)  

Apple Mobile Device - latest version of Safari (15.4)

Android Mobile Device - latest version of Chrome (101.0)

 

For the provider or patient to see and hear each other during their appointment, the camera and microphone must be enabled for the website. Each device has different procedures in enabling these settings.

For this not to occur again, the client can ensure that they have a reliable internet connection. As well as ensuring they have granted permissions for the browser to use the camera and audio.

 

To complete a hard refresh on the page you are trying to reboot, follow the below instructions for each software.

Windows Server: CTRL+SHIFT+R

Mac Server: COMMAND+SHIFT+R

 

I keep encountering error messages when attempting to join my session, what's going on?

Error: Browser incompatible

 

Cannot join video session at this time. Please try again within 15 minutes your appointment time

Looks like you’ve entered the wrong access code. Please copy and paste your code from your email and try again.

 

System Error: Connectivity Error

Browser Incompatible

 

Please refer to the following site to determine whether your device is compatible with the platform:

https://support.ADRACARE.com/hc/en-us/articles/360044044671-List-of-Supported-Devices

 

ADRACARE platform is compatible with the majority of devices however if your device is not currently supported we apologize for the inconvenience and encourage you to connect from an alternative supported device.

 

Please also ensure that you are using a supported browser.

Our supported Browsers are:

Desktop/Laptop - Chrome or Firefox

Apple Mobile Device - Safari

Android Mobile Device - Chrome

 

Cannot join video session at this time

Please try again within 15 minutes your appointment time

Please check the date/time (and time zone!) of your appointment to ensure you are attempting to connect no sooner than 15 minutes prior to the session! And that you are not attempting to join after the appointments end time.

Confirm that you did not receive any notifications regarding rescheduling or cancellation of your existing appointment.

 

If you were on an hold screen and then the screen refreshed back to this page and you are now encountering this error, please reach out to your provider directly.

If you have tried the above and you are still receiving the error, you will need to contact your provider directly to confirm if they have marked your appointment as completed.

Looks like you’ve entered the wrong access code. Please copy and paste your code from your email and try again.

 

Please check to ensure that the access code has been copied from the correct appointment email. If an appointment has been cancelled and rescheduled, there will be a new access code from a the most recent email.

 

System Error: Connectivity Error

Please try opening the appointment in an incognito window, this should help to resolve the error message.

 

I received an email asking me to create an account, how do I do this?

Please note, at this time patient are not required to create/access an account prior to joining their session.

 

To join your virtual appointment, please follow the steps outlined below:

Go to the appointment confirmation email.

In the appointment confirmation email, you will see the details of your appointment (i.e., the date, time, appointment link and access code).

Copy the 6-digit access code

Click on the appointment link.

 

Once you click on the appointment link, you will be prompted to the access code page.

Paste the 6-digit access code and click on the ‘join appointment’ button.

You will be prompted to the virtual waiting room. Please select your camera and microphone.

Click the ‘Test your connection’ button.

If no errors are present, please proceed to your appointment by clicking the green ‘join session’ button.

You’re now in your session!

 

Note: If your screen says ‘On Hold’, it means that your provider hasn’t joined the appointment yet.

 

I keep seeing permission denied / access denied messages - help!

If you are experiencing "access denied" messages for your camera and/or audio please refer to the following support article and move through the step by step instructions on enabling browser permissions on your device.

https://support.ADRACARE.com/hc/en-us/articles/360044075051-How-to-Change-Microphone-Camera-Settings-on-Devices

Ensure that your camera is not being used by another program (for example, Zoom, Microsoft Teams) as it can only be used by one program at a time. If the camera is already in use, please close the other program.

 

My provider said they would send through a document/prescription to me and I haven't received it.

Unfortunately, we are not connected to your provider(s) and are unable to track the progress of this or follow up with their team. Please reach out to your provider directly to discuss this further with them.

 

How can I contact my provider directly?

If you are in your appointment, you are able to contact your provider via the in-session chatbox.

If you are looking to reach out to them outside of an appointment you will need to source the provider's contact details yourself as we unfortunately do not have this information on hand for the majority of the providers we work with.

 

How do you protect my Privacy?

We are committed to protecting your personal information and complying with applicable data protection and privacy laws. Visit “privacy policy” section for finding details on how we do so.

The Privacy Policy outlines the measures we take to protect your privacy and personal information. This Privacy Policy explains how we collect, receive, use, share, and retain your information.

 

Can I use this Platform for Medical Emergencies?

IF YOU HAVE A MEDICAL EMERGENCY, PLEASE IMMEDIATELY CALL EMERGENCY PERSONNEL (911) TO GET PROMPT MEDICAL ATTENTION. 

Do not rely on electronic communications or this website for assistance in regard to your immediate, urgent medical needs. This website is not designed to facilitate medical emergencies. Alt med cannot guarantee response times if you choose to use this website in the event of a medical emergency.

Last updated: 14/03/2025