Frequently Asked Questions

Contact your pharmacy and speak with a pharmacy staff member directly to provide your full name, date of birth, and phone number. If the pharmacy still cannot locate it, message our support team through your patient portal and we can check or call the pharmacy for you. 

CallOnDoc prescriptions can be sent to most major U.S. pharmacies, including CVS, Walgreens, Walmart, Kroger, Sam's Club, Rite Aid, Costco, and Amazon Pharmacy. Mail-order pharmacies are also supported.

Message our support team through My Account > My Profile > Messages > Help Desk. Include the medication name, dosage, and your insurance details, and our PA team will handle the submission

There is a $50 processing fee per PA request. This fee is waived for members enrolled in the CallOnDoc membership plan. The fee covers both the initial submission and one appeal if needed.

Pharmacy pickup sends your prescription to your preferred local pharmacy, while eligible home delivery programs ship medications directly to your home.

Common reasons include insufficient funds, incorrect card details, an expired card, or a billing ZIP code mismatch. Double-check your card information and try again. If the problem persists, contact your bank or try a different card.

You will receive a payment confirmation email once your transaction is complete. You can also log in and go to My Account > Payment History to verify the status.

Approved refunds are processed within 3–5 business days. You will receive a confirmation email once the refund is initiated.

Log in and go to My Account > My Profile > Messages and send a message to our support team requesting an itemized receipt. You will also receive a payment confirmation email after each completed transaction. 

Store credit can be applied to most one-time consultation visits and eligible prescription refills. It cannot be used for lab orders, at-home test kits, membership enrollment fees, or subscription payments.

I forgot my password. How do I reset it?
Use the “Forgot Password” option on the login page to receive reset instructions by email. If you don't see the email, check your spam/junk folder.

I didn’t receive my password reset email.
Please check your spam or junk folder first. If you still do not receive it, contact support for assistance.

How do I delete my account/What happens to my data? 
You can delete your account via 'My Profile' and click 'Delete Account.' Note: deleting your account removes your access to records, though medical data is retained per applicable regulations. Deleted accounts may be reactivated by contacting support.

What happens to my data if I delete my account?
Your profile data is removed from active use, but medical and consultation history is retained in compliance with applicable healthcare regulations. You will no longer be able to access records through your account.

How do I update my personal information, email, or contact details?
Log in and go to My Account > My Profile. Click the edit (pencil) icon to update your name, email address, contact details, preferred pharmacy, or other profile information.

Can I log in using a different email than the one I registered with?
We recommend continuing to use your existing account so your providers can access your full medical history and provide more consistent care.

How do I end my session securely on Call-On-Doc?
Use the logout option in your account menu and close your browser or app session when finished, especially on shared devices.

I’m stuck in a login loop. How can I fix this?
Try clearing your browser cache, restarting the app, or using a different browser or device.

Why does the app log me out unexpectedly?
This may happen due to security protections, browser settings, or app updates designed to help protect your account information.

Why am I not receiving emails or text notifications?
Please confirm your contact information is correct and check your spam or junk folders. Notification settings on your device may also affect delivery.

I unsubscribed from emails by mistake. Can I opt back in?
Yes. Contact support and we can help restore eligible communication preferences.

My messages keep disappearing after I type them.
This may happen due to connection interruptions or browser issues. Try refreshing the page or switching browsers before typing longer responses.

I can’t send or receive messages in the portal.
Temporary browser, internet, or account issues may occasionally affect messaging. Refreshing the page or logging back in may help.

I cannot upload my photo or documents.
Please confirm your internet connection is stable and try again using a supported file type or updated browser. You may also securely send eligible documents through the “Messages” section of your dashboard.

Is there a file size limit for uploads?
Large image or document files may fail to upload. Try reducing the file size or using a different photo if needed.

My submitted visit form didn’t go through.
Please refresh the page and confirm all required fields are completed before resubmitting.

Why does the form reset when I go back to a previous step?
Some browsers may not save information when navigating backward. Whenever possible, avoid using the browser back button during visits.

What should I do if I encounter a technical issue on the website?
Refreshing the page, restarting your browser, or switching devices may help. If the issue continues, please message support so our team can help review it.

The app or website keeps freezing or crashing.
Please ensure your browser or device is fully updated. Restarting the app or switching browsers may also help.

Why am I seeing a “504 Gateway Timeout” or other error?
Temporary website traffic or connection interruptions may occasionally cause errors. Please wait a few minutes and try again.

The website is loading slowly — how can I fix this?
Check your internet connection, restart your browser, or try another supported browser or device.

Which browsers work best?
The latest versions of Chrome, Safari, Firefox, and Edge are recommended for the best experience.

Can I use Call-On-Doc on my phone or tablet?
Yes. Call-On-Doc is designed to work across most mobile phones, tablets, and desktop devices.

Why can’t I complete my visit on mobile?
Some mobile devices or browsers may affect performance. Using the app, updating your browser, or switching devices may help.

The screen layout seems broken or buttons aren’t clickable.
Refreshing the page, clearing cache, or updating your browser may help resolve display issues.

Support can be reached through your dashboard, app, or available contact options on the website.

Support can assist with:

• Billing questions
• Technical issues
• Pharmacy coordination
• Account access
• Membership support

Providers can help with:

• Treatment questions
• Medication concerns
• Follow-up symptoms
• Care plan guidance

Your provider helps guide your treatment and care plan. Support helps with billing, account access, technical issues, pharmacy coordination, and membership questions.
 

Response times can vary depending on message volume and support type, but our team works hard to respond as quickly as possible, with many messages answered within a few hours.

​​​​​​Yes, for work or school purposes after a completed consultation. The cost is $20, or free for membership plans. 

Yes, for work or school purposes after a completed consultation. The cost is $20, or free for membership plans.

Notes cover up to 3 days from the date of submission in most cases and cannot be backdated.

No. To protect your privacy, standard notes do not include a diagnosis.

No. FMLA paperwork must be completed by your primary care provider, who manages your ongoing care. CallOnDoc can issue standard doctor's excuse notes for work or school.

Availability may vary depending on provider licensing and state regulations, but CallOnDoc is available in most U.S. states. All consultations and prescriptions MUST be requested from within the United States. 

Protecting your privacy is important to us. Call-On-Doc uses secure systems designed to help protect your personal and healthcare information.

Identity verification helps support patient safety, prescription compliance, and fraud prevention requirements.

No. Call-On-Doc does not prescribe or refill controlled substances.

If a provider believes your condition requires in-person evaluation, testing, or emergency care, they will guide you toward the safest next steps.

We offer general health panels, STD testing, and specialized tests via in-person orders or selected ones via at-home kits. 

In-person Labcorp results are typically available within 3-5 business days.

Yes, for in-person Labcorp tests (subject to a $30 processing fee). Insurance cannot be used for at-home kits and must be paid for directly.

Yes. Kits are shipped in plain white boxes with no branding or health-related information visible.