This guide will help you resolve common issues you may encounter during your Welle telehealth visit. If the problem persists, reach out to the Welle support team for assistance.
1. General preparation
- Stable internet connection: Ensure you have a reliable internet connection with at least 5 Mbps upload/download speed.
- Compatible device: Use a smartphone, tablet, or computer with a functioning camera, microphone, and speaker.
- Environment: Choose a quiet, well-lit space for your consultation to ensure clarity in communication.
2. Common issues and solutions
Issue 1: Unable to join the call
- Check your link: Ensure you are using the correct video call link sent via email or appointment details > join button.
- App login: If using the app, confirm you are logged into your account.
- Update app/browser: Update to the latest version of the app or browser.
- Restart device: Restart your device and try joining again.
- Waiting for too long: You can only join in if the clinician has joined the meeting and allows you to enter. If you wait for too long (more than 10 minutes from the start time of the appointment) please contact support or reschedule the meeting.
Issue 2: Poor audio or video quality
- Internet speed: Check your connection speed and move closer to your router if using Wi-Fi.
- Audio settings: Ensure your device's volume is turned up and not muted. Use headphones for better audio.
- Camera settings: Clean your device’s camera lens and check the lighting.
- Close background apps: Shut down unused applications to free up system resources.
Issue 3: No audio or video
- Permissions: Allow the app or browser to access your camera and microphone.
- On most devices, go to Settings > Privacy > Camera/Microphone and toggle access for the Welle app.
- Device settings: Check your device’s audio and video settings to ensure they are not disabled and make sure you choose the right output for audio and input for microphone.
Issue 4: Call disconnects frequently
- Switch networks: If possible, switch to a more stable network.
- Rejoin call: Use the original link or app to reconnect and wait for the clinician to let you in. If the clinician drops the call suddenly, remain in the meeting to wait for he/she to come back.
- Restart router: If using home Wi-Fi, restarting your router may resolve the issue.
3. What to do if the problem persists
- AI coach assistance: Use the AI coach in the app for troubleshooting tips.
- Contact Welle support: Click “Get support” in the app to reach out to the Welle Care Team for help. Provide details about the issue, including error messages, device type, and any troubleshooting steps you’ve tried.
4. Tips for a smooth telehealth visit
- Join the call 5–10 minutes early to address any technical issues.
- Ensure your device is fully charged or connected to a power source.
- Use a wired internet connection or strong Wi-Fi for best performance.
With these steps, you’ll be ready for a successful telehealth visit. If you need further assistance, Welle Care Team is always here to help!