Using Zoom

If you’re having trouble joining your video visit on Zoom, don’t worry — these quick steps usually fix things right away.

Tip: If you’re still having audio or video issues after trying the steps below, it’s often faster to switch to another phone, tablet, or computer. You can join your visit from any device — just open your visit link from your SMS or email, or send it to another trusted phone number or email to continue there.

1. Before your visit

Download the Zoom app: Using the app on your desktop, tablet or mobile device can be more reliable than using your web browser: zoom.us/download

Check your link: Use the secure Zoom link we sent by text and email — that’s your private visit link. (Tip: Your link is unique to your visit — please don’t share it.)

Test your device: You can join a test visit anytime at zoom.us/test to check your audio, video, and controls—ideally from the location you’ll join your visit from. Make sure your phone, tablet, or computer has:

• A camera and microphone — video is required for telemedicine
• A strong Wi-Fi or mobile data connection
• The latest version of the Zoom app on your device

Familiarize yourself with the mute, camera, and chat buttons before your visit.

2. Joining the visit

1. Tap or click your visit link.
2. If prompted, allow Zoom to use your camera and microphone.
3. Wait for your clinician to start the meeting — it’s normal to see “Waiting for the host to start this meeting.”

If using a web browser You can join in your browser — no download needed. When prompted, click “Join from Your Browser.”

3. How to use Zoom

Once you’re in the visit:

• Microphone – Tap or click the microphone icon to mute or unmute. You’ll see a red slash when muted.
• Camera – Tap or click the video camera icon to turn your video on or off. You’ll see a red slash when video is off. On mobile, an additional camera icon lets you switch between front and back cameras.
• Chat: Use chat to send a secure message within Zoom. You may need to scroll the bottom navigation bar to find it. You can also reach your clinician via text (98528)
• Leave – Tap or click Leave Meeting when your visit is complete.

For more tips, watch Zoom's tutorial on Youtube.

4. Common issues and fixes

You can’t hear or be heard
Make sure your device isn’t muted. Tap the mic icon to unmute and check your volume. Verify that Zoom has permission to use your microphone.

Camera not working
Close any other apps using your camera (like FaceTime), then reopen Zoom and allow camera access. Check your camera permissions in your device settings.

Zoom link doesn’t open
Copy and paste the full link into Chrome or Safari. If that doesn’t work, open the Zoom app, select Join a Meeting, and enter the Meeting ID and Passcode from your visit link.

Poor connection or video freezing
Move closer to your Wi-Fi router or turn off video to improve audio. Try switching from Wi-Fi to cellular data if your connection is unreliable.

Can’t join from work or school network
Some networks block Zoom. Try using your phone’s data connection instead of Wi-Fi.

5. If you get disconnected

If your call drops or freezes, simply click your visit link again to rejoin.

If the problem continues, text our care team — we’ll make sure your clinician reconnects with you.

6. Still need help?

If you’re still having trouble, just text us and we’ll reply with next steps.