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Can I use any smartphone?
You can use any smartphone with an internet connection, mobile or Wi-Fi internet connection to access DoctorOnline service.
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Do I need to register for the service?
No. to make an appointment but you need to register before the consultation so the doctor will need to know your details such as name, age, and gender.
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How do I make a payment?
You will need to pay via Visa or MasterCard for a virtual consultation.
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Do I need to install any applications?
No. You do not need any application to download and install. DoctorOnline video call will be loaded in your internet browser application. Please allow microphone and camera access to the browser to enable video calls for the doctor consultation.
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The video is too dark. What should I do?
Please move to a room with sufficient light and a light source is best behind your smartphone directed towards you.
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How do I join computer/device audio?
On most devices, you can join computer/device audio by clicking Join Audio, Join with Computer Audio, or Audio to access the audio settings. Please allow the browser to access to camera and the microphone. If you have any further issues with connecting with voice and video, please refer to the phone settings and user manual of your phone or computer.
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Can I record my consultation?
No. For confidentiality reasons, we do not allow anyone to record the consultation but we do not control applications on your devices and any application may record without our knowledge.
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There is an echo in my meeting.
Echo can be caused by many things, such as a participant connected to the meeting audio on multiple devices or two participants joining in from the same location.
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I cannot hear what the doctor is saying. What should I do?
Turn on the speaker option on the phone and increase the volume. It is advisable to be in a private place as the doctor may ask you some personal questions.
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If you cannot hear other the doctor during the consultation, follow these steps to troubleshoot the issue.
- Ensure your speaker is turned on. If you see the speaker icon in the top-left corner is turned off, tap it to turn on your speaker.
- Increase the volume on your mobile device using the volume buttons or notification panel. Even if the speaker is turned on, your device's volume might be set to mute or vibrate only.
- Try using earphones or a headset with a built-in microphone.
- Restart your mobile device.
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Troubleshooting microphone issues
If you are experiencing issues using your microphone, follow these steps to troubleshoot the issue:
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Ensure the microphone is not on mute. If you see the muted Audio icon in the meeting controls, tap it to unmute yourself:
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If you are still muted, the doctor may have muted you upon entering the consultation. The doctor will allow you to speak when ready
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Ensure you have connected your mobile device's audio. If you see the following Join Audio icon in the meeting controls, tap it and select Call Over the Internet.
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Try using earphones with a microphone. Ensure that browser has access to your device's microphone.
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iOS
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Go to Settings
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Tap Privacy
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Switch on the toggle for the browser next to the Microphone
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Android
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Go to Settings
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Tap Privacy
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Tap App permissions or Permission Manager
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Switch on the toggle for the browser next to the Microphone
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Note: Android settings vary between manufacturers and service providers, so these instructions may not exactly match your device
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Ensure that no other applications are using the microphone at the same time
